Ops Game Changers
An original ActiveOps podcast focused on all things Operations.
We know it's not easy running operations. Pressures on cost, risk, customer and employee experience are a constant struggle as operational leaders try to do more with less. In this podcast series, we bring together true Ops Game Changers, who share real-life stories of how they delivered against business drivers – and delivered big!
Ops Game Changers
S01E11: Reimagining Operations with purpose and people at the centre
Ops Game Changers: How CIBC Mellon reimagined its operations with purpose and people at its core
You’re listening to 'Ops Game Changers', the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more - more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results.
In this episode we are joined by Richard Anton, Chief Client Officer at CIBC Mellon to talk about the transformations journey the organization has been on to update its operations and drive cultural change. Richard shares his passion for operations from an early age, and how his most recent role change to a strategic client-facing executive has enabled him to see operational excellence at work.
CIBC Mellon is a Canadian investment service, which provides solutions such as custody, multicurrency accounting, fund administration, recordkeeping, pension services, securities lending services, foreign exchange settlement and treasury services. At the end of 2024, the organisation surpassed more than $3 trillion of assets under administration, a significant milestone that signifies its positioning in the asset-servicing industry.
Richard talks us through the journey CIBC Mellon has been on to move to a paperless environment driven by data and technology, and building a culture where employees are actively engaged and involved in the continuous improvement of operations and client service. Richard also speaks candidly about what he has learned during this time, and the importance of ensuring productivity metrics are used in the correct ways to boost team morale.
Tune in to this fascinating episode to learn more about why people - relationships within teams and with clients - remain at the heart of great operations.
Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv. Up your Ops game!
Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv.
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