11 - 14 May, 2020 | Estoril Congress Center, Estoril, Portugal
Jasmeet Narang, Governance, Control & Client Management Director at Santander
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Jasmeet Narang

Governance, Control & Client Management Director

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

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Agenda Day 1

Monday, May 13th, 2019

5:00 PM From the Bottom to the Top of the League: A Tale of Cultural Change and Digitalisation

Santander Operations Shared Services in the UK has undergone a huge transformation over the last 5+ years going from being at the bottom of the league on customer satisfaction to being in the top 3. This in addition to saving £70m+ via the deployment of c300 robots and a robust command centre approach has helped the organisation to grow significantly. This is all underpinned by a cultural change with the main focus being on bringing people along the journey with a core set of values.