Lessons Learned from the New Role of Operations White Paper
Wednesday, December 8th | 9:15 am ET
The disruption caused by the COVID-19 pandemic accelerated shifts in operations already underway, most notably, in five specific categories: delivery channels and technologies, talent and staffing, innovation, collaboration, and risk. Almost overnight, operations went from a tactical, task-oriented focus to a strategic framework that broke down silos and extended into every aspect of a financial institution’s business and functions.
Now, as we navigate a tenuous “new normal,” operations teams are grappling with the aftermath of these developments. In this general session, join members of NEACH’s New Role of Operations Workgroup as they review operational changes ahead as documented in the recent New Role of Operations White Paper.
Kathy LaGrave is a Vice President Operations Innovation Officer for Ion Bank. Prior to Kathy’s new role, her 30 plus years of experience includes a number of areas in banking including branch representative, marketing assistant, managing a contact center and most recently, managing the payment delivery and internet banking division of the Operations Department at Ion Bank. Kathy is now responsible for identifying and implementing workflow and available technology tools that create efficiencies in processes to leverage a better operational workflow and customer experience.