26 - 27 February, 2019 | PARKROYAL Darling Harbour, Sydney, NSW

Michael Magee


Process Expert
ING DIRECT Australia


11:00 AM Optimizing Processes For Scale and Enabling Growth to Deliver Tailored Customer Experience Through An Agile Approach and Simplified Process Design

ING Australia’s objective with automation is to simplify processes in order to enable their customer’s objective with banking while maintain the high level of service. Whether the objective of the customer is to buy a house, save for a deposit and make the right decisions in scoring a personal loan, it is ING’s priority to ensure that their processes are designed to facilitate this goal. While the bank is currently experiencing a rapid and high volume of customer growth, they have learned how to execute RPA effectively to be able to account for the changing demands and needs of their customers. In this session Nina will showcase:

  • Designing lean processes through lean six-sigma to deliver excellence value to customers
  • Understanding your customer journey to map processes end-to-end while meeting regulatory compliance
  • An agile organization – Matching your targets with your vision in a sustainable manner
  • Leveraging RPA to break silos between existing systems to avoid inefficient automation
  • Assessing costs benefits while keeping customer in-mind


Check out the incredible speaker line-up to see who will be joining Michael.

Download The Latest Agenda