Leigh Provan

Head of Operations and Strategy - Retail Broker ANZ

Conference Day One: Tuesday, 13th October 2020

Tuesday, October 13th, 2020

2:00 PM ANZ CASE STUDY: Smooth Move From Tedious and Expensive Manual Broker Loan Origination to an Economical Automated Process

ANZ has invested into an innovative e-lodgement tool for brokers to submit residential mortgage applications. Thanks to that investment, brokers can ensure they are up to date and complying with ANZ requirements in real time.
In this session, learn:
        How technology can deliver an easy and trustworthy experience to both brokers and lenders
        How technology solutions that can be updated in line with changing regulatory requirements
        How automated process increased loan origination volumes

Post-Conference Workshops: Thursday, 15th October 2020

Thursday, October 15th, 2020

2:30 PM WORKSHOP C: Improving Customer Experience Through The Third Party Channel

Financial Industry is currently shifting from a product economy to an experience economy. Banks now try to understand what customers are trying to achieve in their life and what their financial goals are. Financial services begins to understand their customers’ needs and start becoming an intricate part of how people live their life, rather than offering set of products and services that borrowers buy independently.

There are several ways to improve Customer Experience, and Third Party Chanel is one of the most challenging ones. Close cooperation with the Brokers channel can bring vast revenue growth, but how do you inspire the Broker Channel to stay motivated and committed?

What Will This Workshop Cover:

Leigh Provan, Head of Operation and Strategy – Retail Broker at ANZ, is a key national subject matter expert for customer projects affecting the Broker channel. Leigh has spent more than 15 years in the industry, and has been acting as a mentor to the wider Third Party team. In her day-to-day work she identifies and implements initiatives to improve overall service framework, in support of ANZ’s Retail strategy.

• Determine ways to lead example and encourage behaviors essential to the great customer experience

• Understand how to great customer experience provided though the Third Party Channel results in increased loan origination volumes

• Learn how to provide direction for Broker channel in order to keep them informed and committed

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

Download The Latest Agenda