6th Wee Cho Yaw Singapore-China Finance and Banking Forum
Rethinking the Concept of Service in the Financial Services Industry
(Lingua Franca: English)
Friday, 25 July 2014
2:30pm - 5:00pm
Four Seasons Ballroom, Level 2, Four Seasons Hotel Singapore (map)
The 5th Wee Cho Yaw Singapore-China Finance and Banking Forum in Shanghai (31 July 2013) "China's Asset Management Industry: The Opportunities and Challenges"
The 4th Wee Cho Yaw Singapore-China Finance and Banking Forum in Singapore (12 June 2012) "The Internationalisation of the Renminbi"
The 3rd Wee Cho Yaw Singapore-China Finance and Banking Forum in Shanghai (2 September 2011) "Private Equity Forum: The Singapore-China Axis"
Good customer service remains the heart-beat of the banking industry, as it is in most other sectors. The demands and expectations for quality service increase correspondingly as customers' wealth grows. From wealth management to investment banking, from consumer banking to private banking - it is all about relationships. As banks compete to attract customers in the wealth management arena, have service standards kept pace with the explosive quest for the investible dollar? How does the financial industry compare with the 5-star hospitality industry when it comes to service? Should there be a radical re-think on the concept of service? Should there be a benchmark to evaluate the service standards of financial advisors, wealth management planners, bankers and others in the financial industry?
Finally, an important function of this industry is information intermediation. In that context, what defines good service? It is easy to talk about a high level of principles and integrity. But, would competition lead to a race to the bottom? Are high levels of regulations and standard operating procedures the silver bullet, or do they counterproductively lead to sub-optimal outcomes?
These thought-provoking questions, and more, were examined by highly prominent leaders in the financial services industry at the 6th Wee Cho Yaw Forum organised by CAMRI and NUS Business School.
|Welcome & Opening Remarks by Mr Hsieh Fu Hua, Chairman, UOB|
|3:15 pm||Panel Discussion, followed by Q&A Session
Moderator: Professor Anthony Neoh QC, SC, JP, Hong Kong Bar, Dean's Visiting Professor, NUS Business School and former Chief Adviser, China Securities Regulatory Commission
Mr Piyush Gupta, Group CEO, DBS
Ms Teo Swee Lian, Special Advisor, Managing Director's Office, Monetary Authority of Singapore (MAS)
Mr Robert Lagerwey, Vice President, Operations, Capella Hotel Group Asia
Mr Michael Zink, Head of ASEAN and Country Officer for Singapore, Citigroup
Mr Eddie Khoo, Managing Director and Head, Group Personal Financial Services and Private Banking, UOB
Please click here to see speakers' profile
|4:45pm||Closing Remarks by Professor Bernard Yeung, Dean, NUS Business School|
|5:00pm||Networking Tea Break|
Dress Code: Office Attire