PRECONFERENCE WORKSHOP (additional fee required)

The Refreshing Leader (OpSS)
Kirk Weisler, Chief Morale Officer, Team Dynamics, Inc., Fayetteville, GA

REfresh your perspective, recharge your batteries, replenish your spirit, and refuel your fire. This workshop invites leaders to revisit & reevaluate your personal leadership philosophy, discover how to better put your strengths to work, and realize how to help those you serve to realize their own potential as they become more fully engaged.

It's time to not just accept but to embrace that your role as a leader requires you to simultaneously be leader, student and teacher. The journey from mere manager to Refreshing Leader may be challenging but it is certainly one worth taking. This workshop will walk you through the 7 Refreshing Steps to keep your leadership not just fresh…but REFRESHING.

Information Protection: Managing a Breach (Technology)
Jim Maloney, President/CEO, Cyber Risk Strategies, LLC, Santa Fe, NM
~ Sponsored by Trust Defender

This workshop focuses on how credit unions can be more effective in dealing with data breaches. The entire lifecycle of a data breach will be discussed, including the threat landscape, breach notification requirements, and techniques related to prevention, detection, investigation, communication and response. The highlight of the workshop is a lively, interactive session that allows participants to experience a complex, escalating data breach incident.

WELCOME CENTER OPENS

Conference Registration
Sponsor Displays
Internet Café

FIRST TIME ATTENDEE ORIENTATION

We invite all conference first-time attendees to join us at this event. Meet the OpSS Council executive committee and find out what our conference is all about.

WELCOME RECEPTION - Meet Your Sponsors

WELCOME CENTER

Conference Registration
Sponsor Displays
Internet Café

WELCOME AND OPENING REMARKS

KEYNOTE ADDRESS

BOOM! 7 Choices for Blowing the Doors off Business-as-Usual
Jackie Freiberg, Business Owner and Best Selling Author, San Diego, CA
~ Sponsored by Harland Clarke & CUNA Strategic Services

BOOM! is the result of studying many of the most innovative businesses, gutsy leaders, and accountable employees around. Jackie has distilled this collective wisdom into 7 essential choices that cause culture, service, success, and business to BOOM.

Jackie believes a company's success is as much the will of the people as it is the CEO. Why? Because leadership is a choice, not a position or a title. Leadership is not for the faint of heart— no wimps, no whiners, and no more moan'n and groan'n! Blowing the doors off business-as-usual is about ordinary people, at all levels, doing whatever-it-takes to be extraordinary. The BOOM message equips audiences to think big, act bold, expand their influence and become a positive force for change.

MEMBERSHIP LUNCH (Open to all attendees)
~ Sponsored by CUDL

The winners of the Best Practices Awards will be honored during the luncheon and and presented with their awards in the following categories:

• Sales & Service Management - Olin Community CU
• Sales & Service Management - Red Canoe CU

BREAKOUT SESSIONS - Morning Sessions Repeat

NETWORKING BREAK – Visit with Sponsors
~ Sponsored by Wescom Resources Group

CASE STUDIES

Enhancing Your Bottom Line
Jason Scott, Sr. VP Strategic Initiatives, TruWest CU, Phoenix, AZ
~ Sponsored by ID Analytics

With the reduction of non-interest income due to federal regulations and the compression of net interest margin many credit unions are focusing on reducing expenses and improving efficiencies in their operations.  We will look at ways of analyzing expenses and making decisions based on data and production statistics as well as looking at peer information.  What should our headcount be in our departments and branches?  We performed a study with 4 other credit unions, that were around our same size and had the same type of services, and looked at each of the departments and branches to come up with an average number based on asset size which allowed us to see what areas we were high and low in.  Also look at production statistics to measure efficiencies of the branches, and using the same methodology for the training department, call center, and other departments.  This is designed to be an interactive session, bring what has worked at your credit union to the session as well as any roadblocks you have encountered and we'll see if we can't work through those.

Plastic Card Fraud: Skimming and Compromising
Leanne Phelps, SVP, Card and Record Services, State Employees CU, Raleigh, NC
~ Sponsored by Fifth Third Processing Solutions, LLC

Plastic card fraud continues to be an increased expense for all of us. How you can mitigate your risks caused by skimming or compromises within the networks.

Effective Strategies for Building SEG Development
Ryan Zilker, COO, American First CU, La Habra, CA
~ Sponsored by CUNA FUSE

This interactive presentation will cover proven tactics for soliciting and signing new SEGs, kicking off a new SEG relationship, and deepening existing SEG relationships. We will also explore some new work being done on the public policy front regarding work/life balance, financial literacy, and the added value that a credit union can bring to an employer. Come ready to share your stories, experiences and ideas about this topic, as audience participation is encouraged.

NETWORKING BREAK – Visit with Sponsors

GENERAL SESSION

Radar On, Antenna Up
Brian Grubb, Corporate Director, Ritz Carlton Leadership Center, Chevy Chase, MD

Radar On-Antenna Up" - Fulfilling Customers' Unexpressed Wishes focuses on the importance of understanding what customers' value so that we, as service providers, may better anticipate their needs and stay one step ahead.  This presentation focuses on the important elements and subtle nuances of delivering excellent customer service in a consistent manner and was specifically designed for organizations that already provide "good" customer service, who are looking to provide a "great" customer experience instead.

NETWORKING EVENT

Today, more than ever, we know how important it is to network with your peers.  Because of this we are planning our social event around a networking theme.  Join us on Thursday evening at 5:30 p.m. for a networking mixer.  You'll be able to chat with your peers about all of the important issues facing credit unions and the financial industry today while enjoying great food and drinks.  To keep things interesting, expect a few prizes along the way!  We'll leave you plenty of time that evening to explore and enjoy all Las Vegas has to offer.

WELCOME CENTER

Conference Registration
Sponsor Displays
Internet Café

BREAKFAST - Visit with Sponsors

HOUSEKEEPING ANNOUNCEMENTS, etc.

GENERAL SESSION

Economic Update
Steve Rick, Sr. Economist, Credit Union National Association, Madison, WI

Few times in our nation's history have we encountered economic challenges like we face today. What we all seek is information that will help prepare, enlighten and guide us as we look forward to the coming years. What's the outlook for the economy and credit unions for the next year? How long and deep will the economic slowdown be, and how will it affect credit unions as a whole and the role of operations and technology professionals? What are the best economic indicators to focus on to get a sense of “where were at” moving forward?

NETWORKING BREAK – Visit with Sponsors
~ Sponsored by Financial Management Solutions, Inc.

BREAKOUT SESSIONS (all sessions repeat)

Loyalty Matters: 17 Fresh Ideas to Amplify Member Relationships
Kelley Parks, Creative Catalyst, gira{ph}, Henrico, VA
~ Sponsored by Support Financial Resources

We are at a pivotal moment in time. Consumer frustration with banks and credit card companies is at an all time high, while members are waking back up to the importance of thrift, community and trust. How do we capitalize on this critical juncture to secure member loyalty and gain more share of wallet. In this interactive session, we'll explore 17 fresh account penetration strategies to enhance the member experience and magnify member relationships. Come prepared to share your best, power-packed idea and an open mind to discuss and learn from your peers.

The Emerging Role of the Sales Manager
Jayne Hitman, Creating Member Loyalty Sales Consultant, Credit Union National Association, Elk Grove, CA
~ Sponsored by DocuSign

Credit unions are radically altering their sales and service cultures - or attempting to.  Today, we are implementing processes and technology in the hopes of creating effective, efficient, predictable sales forces.  Until now, the focus has been on how these changes affect the individual sales person.  This session well focus on the important and pivotal role of the sales manager in making or breaking your sales organization.  We will explore: what sales managers should be doing, what they are actually doing, what and how to change, barriers to achieving success, and alignment within the credit union. 

Tailoring Your Contact Center Metrics (session does not repeat)
Darryl Flores, Workforce Manager and Contact Center Professional Service Manager, SWBC, San Antonio, TX
~ Sponsored by OSG Billing Services

In tenuous times, operations must be as streamlined as possible without compromising quality.  Identifying the correct Key Performance Indicators (KPIs) your organization manages to is critical in attaining that goal.  Considering the multitude of factors to consider when establishing your KPIs; this can be a daunting task.  Darryl Flores will take you from benchmarking and basic indicators to examining unique and innovative ways to derive the right KPIs that lead to optimized service and operations.

 

CAFÉ CONVERSATIONS
We've added even more networking and education time for you this year with our Café Conversations!  You'll be able to grab your lunch and join one of four different conversations each facilitated by a CTC executive committee member or an industry expert.  Don't worry if you see more than one conversation that looks interesting to you.  It's OK to get up and move between the discussions to hear as much as you'd like

Topic 1: Retaining Members at Your Credit Union
Facilitator: Kelley Parks, Creative Catalyst, gira{ph}, Henrico, VA
~ Sponsored by ID Analytics

Topic 2: ‘Hot' Regulatory Issues
Facilitator: Lucy Ito, SVP Growth/Development, CA/NV Credit Union League, Ontario, CA
~ Sponsored by Fifth Third Processing Solutions, LLC

Topic 3: Call Centers
Facilitator: Robb Keith, SVP Retail Services, Members 1st FCU, Mechanicsburg, PA
~ Sponsored by CO-OP Financial Services

COMMUNICATION BREAK

BREAKOUT SESSIONS - Morning Sessions Repeat

Size Small, Please! (session does not repeat)
Darryl Flores, Workforce Manager and Contact Center Professional Service Manager, SWBC, San Antonio, TX
~ Sponsored by OSG Billing Services

The challenges and solutions that apply to large call centers are prevalent and easy to find.  While those that have small and micro call centers are left to try and apply the same principles to their centers….which can be like trying to fit a square peg into a round hole.  Join Darryl as he delves into the unique obstacles that befall small call centers and the unique approaches to overcome those situations.

NETWORKING BREAK –Sponsor Drawings

MINI WORKSHOPS

Creative Strategies for Challenging Times
Julie Ferguson, Owner, JRF Consulting Services, LLC, Naples, FL
~ Sponsored by Creating Member Loyalty™

Membership growth strategies don't always equate to an increase in budget. Today, creativity is king. There are infinite ways to generate word of mouth buzz within your existing membership base and communities to set you apart from your competitors. Julie shares ideas on how to strategically move forward with new, creative, growth initiatives. Time is dedicated to analyzing your existing activities and ways to make modifications for better results. Employee group relationships(SEGs), community outreach, retention strategies, and overall membership growth strategies are covered.

Generational Differences in the Workplace
Kent Streuling, VP Human Resources, America First CU, Ogden, UT
~ Sponsored by CUNA Mutual Group

For the first time in history, we have four generations currently employed in the workforce. The economy has caused older workers to postpone retirement while others have chosen to phase into retirement. The new, young talent just seems to have a different perspective. What effect does this have on your organization and how can you better understand the make-up of these generations – all working side-by-side.

WELCOME CENTER OPENS

Sponsor Displays
Internet Café

BREAKFAST - Visit with Sponsors

GENERAL SESSION

The Shift Age
David Houle, Futurist Consultant and Speaker, Chicago, IL
~ Sponsored by CUNA eScan

Futurist Houle identifies and explains the new age we have entered. After taking a quick look back at the span of human history, he focuses in on the past 20 years and the transformative changes that have taken place. He then identifies the dynamics that are shaping our world now and will be for the next 10-20 years.  The Shift Age will be one of the most transformative and exciting times in the history of humanity. Houle leaves us with suggestions for how to prepare for and adapt to this new age.  A big picture speech that is pertinent for any group or organization.