1. visit our website:
www.fleminggulf.com
Strategic Partner: Media Partners:Endorsed by:Gold Sponsor:
Arif Siddiqui | Standard Chartered Bank, Malaysia
CIO, Standard Chartered Bank Malaysia & Group CIO Islamic
Banking Standard Chartered
John Howard Medina | Philippine National Bank,
Philippines
Senior Vice President, Head of Global Operations
Sanjoy Sen | ANZ, Singapore
Managing Director, Retail Banking for Asia Pacific
Pankaj Narain | Deutsche Bank AG, India
Director and Head Private Clients, Banking & Investments
Patrick Maes | ANZ, Australia
Chief Technology Officer and General Manager, Technology Strategy
& Enterprise Architecture
Virat Diwanji | Kotak Mahinder Bank, India
Executive Vice President & Head Branch Banking
Robert Jan Van Pelt | Maybank, Malaysia
Executive Vice President, Head of Bancassurance
Mr. Jimmy Koh Chew Teck | United Overseas Bank Group,
Singapore | Head of Research and investor relations
Ronnie Lim | Alliance
Country Head Consumer Banking
Shan Li Tay | CIMB, Malaysia
Director, Internal Communications & Internet Strategies
Kelvin Poon | Industrial and Commerical Bank of China,
Hong kong | Regional Marketing Director, International Cards
Rico Frans | Bank Mandiri, Indonesia
SVP Electronic Banking Group
Karthik Chandrasekaran | Standard Chartered
Bank,Singapore | Global Product Manager-Mobile Banking and
Innovation, Group Remote Banking
Mudit Saxena | VPBank, Vietnam
Retail Banking Advisor to the board
Hari Baskaran | Axslogic Pte. Ltd, Singapore
CEO
Aananth Solaiyappan | Standard Chartered Bank, Singapore,
Global Product Head - Mobile Banking & Innovation
Alan Wee | Hong Leong Bank Malaysia
Chief Group Branch Network Officer
Ken Chew | DBS Bank, Hong Kong
SVP, Head Cards & Unsecured Lending
Kelvin Poon | Industrial and Commerical Bank of China, Hong
kong | Regional Marketing Director, International Cards
29 – 30 January 2013, Singapore
- Achieving A Fully Engaged Bank
Speaker Panel
Advisory Panel
Event Benefits
3rd
Annual
Retail Banking Asia Pacific
Gain insights into the developments of retail banking market
of Asia
Understand how to managing change through channel
innovation
Move from transactional to relationship banking
Service customers and increasing satisfaction through social
media
Tap into the virtual world opportunities and use the digital
medium effectively
Leverage customer engagement for business growth through
Branch
Learn to utilize the potential of “branch” and maximise cross-
selling
Boost profitability by venturing into new products
Tune to digital channels to build relationships and cross-sell
Delivering a balanced scorecard for Retail Banking excellence
The Monetary Authority of Singapore (MAS) administers Financial
Training Scheme (FTS) grants to financial sector organisations
that sponsor eligible Singapore based participants to training
programmes that meet qualifying criteria. For more details, please
visit www.mas.gov.sg, or contact the MAS via fsdf@mas.gov.sg.

2. Event Introduction
2011 DISTRIBUTION OF PARTICIPANTS
JOB TITLE
Country Breakdown Snapshots past Annual
Retail Banking Asia Pacific series
Cross-continental Event
in Retail Banking
INNOVATION, CUSTOMER CENTRICITY AND PERSONALISATION are the watchwords for best-in-class retail banking businesses in Asia Pacific today. Banks in Asia
Pacific have moved beyond rate cuts and other pricing tactics. They are trying to keep up with increasingly technology-attuned Asian customers by leveraging on new
technology to deliver mobile and internet banking capabilities, improving loan turnaround times and shortening banking queues.
This change in the financial landscape has brought forth new challenges in deepening customer relationship; selecting and implementing strategies in the digital space;
equipping operational staff to prepare for tomorrow and many more.
The 3rd
Annual Retail Banking Asia pacific conference aims to address these challenges and at the same time analyze the present status and current trends
that are influencing the growth of the retail banking sector. On the whole this conference will provide a platform to share ideas to create a fully engaged banking experience
through seamless integration of multiple channels for an ultimate customer experience.
Testimonials from our Previous Retail banking Conferences
Thank you for this. Indeed, very insightful and useful feedback. I enjoyed the conference
and congratulations for having a wellorganised conference!
Senior Vice President and Head of Offshore Banking | The Hong Kong and
Shanghai Banking Corporation Limited
It was wonderful meeting you guys in Singapore. The conference was brilliantly
organised and well managed. Thank you for the opportunity.
Head of Portfolio Management | Credit Cards, HDFC Bank (India)
Detailed information and very tight agenda. Many case studies and many different
country experiences. It was very useful!
Head of IT | Kuveyt Turkish Participation Bank
I want to congratulate you on the success of the conference. It was a very useful
experience for me and as I can see from the results, most of the delegates have received
a lot of useful information at the conference. Hope to see you soon!
Member of the Management Board, Executive Director Retail Banking | DSK Bank
WHO MUST ATTEND
CEO, COO, CFO, CMO, CIO, Senior Vice President, Group Heads, Directors, Managing Executive, Senior Executive, General Manager, Senior Manager, Global
Head/ Head of: Branch Banking, Priority Banking, International Retail Banking, RemoteBanking , Business Banking, Direct Banking, Electronic Banking, Personal Financial
Services, Wealth Management, Private Clients, Consumer Finance, Retail Portfolio Management, Retail Assets, Secured Lending, Unsecured Lending, Retail Sales, Branch
Management, Delivery Channels,Retail Distribution, Alternate Channels, Retail Product Development, Retail Product Risk, Affluent, SME, Retail Strategy, Retail Marketing,
Personal Finance, Customer Experience, Retail Business Development and Retail Operations.
OF Retail Banking | Personal Banking | Consumer Banking | Individual Banking
CxO 19%
ED and Head of Retail 31%
Senior VP & VPs 30%
HODs and Managers 21%
Singapore 43%
Malaysia 18%
India 5%
Hong Kong 6%
Philliphines 13%
Indonesia 13%
Australia 2%
Conference
Highlights
20+ expert speakers
7 Interactive Panel Discussion
Guru Panel comprising of CxO‘s from
distinguised banks
20+ resourceful topics
Talior-make your sessions as conference is
divided into 2 streams
5+ Networking hours
Europe
Africa
Middle East
Asia Pacific
email: monalisa.pherwani@fleminggulf.com, www.fleminggulf.com
Booking line: tel: + 603 2141 5319, fax: + 603 2141 5350

3. Day 1 | Tuesday, 29th
January, 2013
8:30 Registration and Coffee
9:00 Welcome Note from the Chairman
TODAY’S RETAIL BANKING LANDSCAPE AND
ROAD-MAP FOR TOMORROW
9:10 Asian economies in 2013, and how Asian banking will
shape up?
• Resilience of Asian economies: Cyclical or Structural?
• Rise of affluence, and intra-regional trades: How they impact Asian
banking?
• Changing dynamics of global banking: Where Asian banking stands?
• Questions and answers
Jimmy Koh Chew Teck | United Overseas Bank Group
Head of Research and investor relations
9:45 Emerging trends in Retail Banking in Asia Pacific
• Industry Dynamics & Competitive Landscape
• Divergent market structures and returns
• Implications and anticipated changes
• Emerging digital eco systems and Impact of New Technology
• Disruptive New Entrants
• Way Forward
Sanjoy Sen | ANZ, Singapore
Managing Director, Retail Banking for Asia Pacific
10:30 Guru Panel
• What customer experience and channel innovations is are required?
• How can banks generate revenue in the digital world
• Product customisation and tailored services for premier customers
• Business expansion and growth opportunities in the retail market
Ronnie Lim | Alliance, Malaysia
Country Head Consumer Banking
Arif Siddiqui | Standard Chartered Bank
CIO and Group CIO Islamic Banking CEO Scope International
John Howard Medina | Philippine National Bank
Senior Vice President, Head of Global Operations
Sanjoy Sen | ANZ, Singapore
Managing Director, Retail Banking for Asia Pacific
11:00 Morning Break and Networking Session
ENGAGING WITH TOMORROW’S CUSTOMERS
11:30 Moving from Transactional to Relationship Banking
• Acknowledging the link between Service Quality and Customer
Relationship Profitability
• Noting how customers perceive service quality
• Utilising the branch to maximize cross-selling potential
• Questions and answers
Virat Diwanji | Kotak Mahindra Bank
Executive Vice President & Head Branch Banking
12:05 Automation of Sales Force
• Current business environment and trend on Automation for Sales
Force
• Challenges to the bank ,what and how to take forward to meet
customer expectation
• Innovative concept for Sales force
• Conceptual knowledge sharing
• Questions and answers
Arif Siddiqui | Standard Chartered Bank, Malaysia
CIO, Standard Chartered Bank Malaysia & Group CIO Islamic
Banking Standard Chartered
12:40 Analytical Challenges in Retail Banking
• Potential Pitfalls
- Resources
- Cost
- Process
• Product Solution
- Benefits of productising
- What to watch out for
• Questions and Answers
Hari Baskaran | Axslogic Pte. Ltd, Singapore
CEO |
13:10 Networking Luncheon
14:10 Panel Discussion: Delivering a balanced scorecard
for Retail Banking excellence
• Improving internal and external communications
• Understanding the critical domains of operational excellence and
how well are banks performing in them?
• Revisiting Operational Excellence Procedures in Retail Banking
• Significance of Continuous Process Improvement
• The latest developments in consumer digital behaviour and the
consequences for retail banking
Panelists:
Virat Diwanji | Kotak Mahinder Bank
Executive Vice President & Head Branch Banking
Pankaj Narain | Deutsche Bank AG, India
Director and Head Private Clients, Banking & Investments
LEVERAGING CUSTOMER ENGAGEMENT IN THE
VIRTUAL WORLD
14:50 Tuning to Digital Channels to build relationships and
cross-sell
• Strengthening customer relationship whilst reducing cost through
digital communication
• Effectively communication : better services to the customers and
engaging them in other products
• Responding to complaints and handling queries through social
networks
• Question and answers
John Howard Medina | Philippine National Bank
Senior Vice President, Head of Global Operations
15:30 Afternoon Refreshments and Networking Session
16:00 How the mobile banking channel is evolving in
Indonesia
• The progress of mobile banking in Indonesia
• The role of Bank Mandiri in Indonesia‘s banking business
• The future of mobile banking in Indonesia and its potential
• Questions and answers
Rico Frans, Bank Mandiri | Indonesia
SVP Electronic Banking Group
16:40 Insights on mobile payments technology
• The mobile payments journey : how has it evolved, the various
stakeholders involved, what has worked and what has not worked
• Market trends in mobile payments and its implication for Banking
• Role of banks in the evolving mobile payments ecosystem
• Questions and Answers
Karthik Chandrasekaran | Standard Chartered
Bank,Singapore | Global Product Manager-Mobile Banking
and Innovation, Group Remote Banking
17:20 Closing Remarks from the Chairman
17:30 End of Day One
Networking Cocktail Reception
email: monalisa.pherwani@fleminggulf.com, www.fleminggulf.com
Booking line: tel: + 603 2141 5319, fax: + 603 2141 5350

4. Day 2 | Wednesday, 30th
January, 2013
8:30 Registration and Coffee
9:00 Welcome Note from the Chairman
ACHIEVING A FULLY ENGAGED BANK
9:10 CASE STUDY How to remain competitive in today’s
changing environment
• *Ability to engage customers at any life stage
• *Continuous building of total product suite and propositions
• *Aligning front-line sales and service model with a ‚balanced
scorecard‘ to deliver superior customer experience, productivity and
meeting bottom lines
• *Closing the loop with loyalty rewards - from solo product
recognition to total banking rewards.
• *Questions and Answers
Ronnie Lim | Alliance, Malaysia
Country Head Consumer Banking
9:50 Social media and the engaged banking customer
• Building relationships and understanding the needs of the 21st
century customer
• Challenges of marketing and communicating via this new channel
• A view on returns from social media
• Questions and Answers
Shan Li Tay | CIMB, Malaysia
Director, Internal Communications & Internet Strategies
10:30 Morning Coffee and Networking
11:00 Lessons learnt from CEM and multi-channel banking
voyage
• Effective Banking Strategies: moving customers from satisfied to
loyal and then to advocate
• Reviewing Cross Channels, Cross Touch-points & Cross Life-Cycles
• Psychology of Consumer Behaviour
• Questions and Answers
11:30 Panel Discussion: Building an organisation which is
customer-centric
• Customising products
• Improving cross channel distribution
• Shifting gears from ‘likes’ and ‘follow me’ to more meaningful
online banking
Joven Hernandez | Philippine National Bank,
Philippine
Executive Vice President – Head of Retail Banking Group
Shan Li Tay | CIMB, Malaysia
Director, Internal Communications & Internet Strategies
BOOST PROFITABILITY BY WIDEN YOUR BANK’S
PRODUCTS
12:10 Bancasurance 2.0: sustainable growth in a multi
access environment
• How to optimize the distribution mix
• accelerate direct and online distribution
• creating a presence in social media
• where does this leave the traditional distribution channels?
• Questions and answers
Robert Jan Van Pelt | Maybank, Malaysia
Executive Vice President, Head of Bancassurance
12:50 Networking Luncheon
14:00 Wealth Management - An opportunity for Retail
Banks in India
• The Evolution of the Indian Middle class as Retail clients
• The emerging needs for Wealth Management
• The evolution of the Wealth Management business within Retail
Banks, and
• The future of Wealth Management in Indian Retail Banks
• Questions and answers
Pankaj Narain | Deutsche Bank AG, India
Director and Head Private Clients, Banking & Investments
ENGAGING THE CONTACTLESS CUSTOMERS
14:40 Unique innovative card products in China
• Dual card association branded card products
• Multi co-brand card product
• Mobile payment vehicle – Lakala
• Questions and answers
Kelvin Poon | Industrial and Commerical Bank of
China, Hong kong
Regional Marketing Director, International Cards
15:20 Afternoon Refreshments and Networking Session
15:50 How to Be the Bank of Choice?
• Reasons why Customer Needs change
• How Customers Drive Today‘s Markets
• CEM: Integrated Business & Operational Support Systems (BSS/OSS)
• Questions and Answers
Mudit Saxena | VPBank, Vietnam
Retail Banking Advisor to the board
16:50 Panel Discussion: Preparing today for the
operations of tomorrow
• What innovations are driving further operational efficiency
• The right mix of products, services, and expertise
• How are mobile, social media and changing customer behavior
shaping operations?
17:30 Closing Remarks from the Chairman
email: monalisa.pherwani@fleminggulf.com, www.fleminggulf.com
Booking line: tel: + 603 2141 5319, fax: + 603 2141 5350