Justin James

Director of Conduct & Risk Bupa

Conference Day One: Tuesday, 29th October 2019

4:20 PM It’s All About The Customer! – How BUPA Evolved Its Remuneration and Rewards Structure to Prioritize Customer Outcomes Over Financial Returns

Conduct risk is on everyone’s mind in the post banking commission era. While most financial institutions are still in the journey of embedding recommendations into their risk management programs, BUPA has been well on its way to not only meet the regulatory expectations around conduct but also exceed them. In this session Justin will take you through how he has improved BUPA’s focus on customer outcomes through a rewards and remuneration structure overhaul that’s boosted customer satisfaction metrics.

Moving from rewarding customer facing teams for sales to prioritizing customer outcomes
Developing performance measures around metrics that look at qualitative factors over financial metrics
Overcoming challenges with securing and embedding change across staff and leadership
A group discussion over how to prioritize customer outcomes and reduce bias when machines will make customer decisions

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

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Email: enquire@iqpc.com.au