Ops Game Changers

ActiveOps
  • 5.0 (1)
  • Management
  • Updated Monthly

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!

  1. Jul 27

    S02E03: Leading Operations Through Change: People, Data and the Future of Work

    What does it really take to lead operations through relentless change and keep your team engaged, performing, and ready for what comes next? 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 Sarah Heighton, Head of Financial Shared Services at Absa, one of Africa's largest financial groups. Sarah leads a broad operation spanning reconciliations, finance operations, tax operations and change management, supporting both South Africa and Absa's wider African regions. She was recognized with the ActiveOps Executive of the Year Award for EMEIA at the ActiveOps Awards 2025. Drawing on a career that spans manufacturing, Barclays and now Absa, Sarah shares how she uses data not just to manage performance, but to have better conversations. Spotting where effort concentrates, where capacity is sitting, and where her team needs support before problems surface. She talks candidly about navigating the return to office, how she co-created change with her team rather than imposing it, and why preparing people for the technology revolution is now one of the most important jobs any leader has. Are you trying to lead your organization through significant change without losing the engagement and trust you have built? Or perhaps you are thinking about how to position your team and yourself for a future where the skill set looks very different? Then this episode is for you. 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. Discover more about ActiveOps.

  2. Jul 21

    S02E02: Building a Culture of Performance That Lasts

    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 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 Jacinthe Sylvain, Vice President Operations, Wealth Management at National Bank of Canada, and winner of the 2025 ActiveOps Executive of the Year Award for the North American region. Jacinthe leads a large and complex operation spanning multiple teams and functions at one of Canada's leading financial institutions, and has spent over 15 years building a career that combines operational leadership, transformation, and people development. She shares the story of the two-year transformation she led, one that started not with tools or targets, but with a fundamental question: who do we want to be as a team? She talks candidly about the shift from intuitive decision-making to fact-based performance management, how that change gave her team visibility, credibility, and a seat at the strategic table, and why she believes behaviors and culture are what make results stick long after the program ends. Are you thinking about how to build a performance culture that outlasts the program that started it? Or perhaps you are leading your team through the next wave of AI and automation and wondering what kind of leader that demands? Then this episode is for you. 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. Discover more about ActiveOps.

  3. Mar 13

    S02E01: Operations Isn't Spelled with a Capital 'O'

    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 Dan O'Neill, an experienced banking Chief Operating Officer with over two decades transforming operations across some of the world's leading financial institutions in the UK and Australia. Dan shares the leadership philosophy at the heart of his new whitepaper: 'Operations' with a capital O is just a function, but 'operations' with a lower case o is the end-to-end flow of work that runs through every part of the business. And most organizations are only looking at one of them. Drawing on real stories from his career, Dan explores why performance improvements often stall, why transformation programs fail to materialize, and what it truly means to govern operations as a leadership discipline. Is your organization measuring performance function by function while value stalls in the handoffs between them? Or perhaps you're leading a transformation program and wondering why the results never quite materialize? Then this episode is for you. Download Dan's whitepaper, Operations Isn't Spelled with a Capital 'O', to go deeper on the ideas explored in this episode.  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. Discover more about ActiveOps.

  4. 11/27/2025

    S01E12: The power of data and unlocking the 80/20 to focus on what matters most

    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 Brinsley du Plessis, Managing Executive: Transformation and Programme Management Office at Nedbank, to explore how data-driven insight and process optimization are transforming operations and driving customer outcomes. Brinsley shares how his team leveraged operational data to identify the 20% of processes that delivered 80% of the impact — focusing improvement where it mattered most. He also reflects on the power of the Pareto principle in operations, showing how focusing on the right data can elevate performance, reduce costs, and enhance the customer experience — all while building a more agile, insight-led organization.  Following the success of Project Phoenix, Brinsley discusses how Nedbank’s Retail and Business Banking division continues to evolve its operations by combining strategic data use, process discipline, and a culture of accountability. He explains how linking individual performance metrics to organizational goals created a clear line of sight for teams, boosting engagement, efficiency, and client satisfaction.  Tune in to this fascinating episode to learn how data, process optimization, and culture come together to drive real transformation and measurable outcomes.  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. Discover more about ActiveOps.

  5. 05/07/2025

    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. Discover more about ActiveOps.

  6. 02/12/2025

    S01E10: How Great Britain Rugby Sevens use data to drive performance in sport

    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. As the Official Analytics Partner to Great Britain Rugby Sevens (GB7s), we are joined in this episode by Ciaran Beattie, ex-professional Rugby Sevens player turned Director of Rugby for GB7s. We explore the impact that data analytics has on elite sports teams, and how coaches can make data-driven decisions to drive team and individual performance. Ciaran talks about his career path, how he and his coaches use data to analyze and make decisions about players and the team, and dives into what the future holds for the sport in terms of AI and data insights.  The GB7s men's and women’s teams are the representative teams of Great Britain, a game in which a team of seven players play two seven-minute halves of rugby on the same size pitch. The team competes in the annual World Rugby Sevens Series as well as the Olympic Games and European Games. Ciaran shares his personal passion for the sport, whilst also giving an insight into the vast amount of analysis and data available to coaches in sports, and how it can help influence decisions about gameplay, player performance and health. Tune in to this fascinating episode to learn more about how data is driving GB7s performance in Rugby, as well as playing a crucial role in making the sport safer for future generations. 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. Discover more about ActiveOps.

  7. 12/17/2024

    S01E09: Simplifying Operations for Maximum Efficiency and Customer Satisfaction

    Ops Game Changers: How Rabobank combined cross-border call centres and simplified their operations for maximum efficiency & customer satisfaction  You’re listening to 'Ops Game Changers', the new ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionising 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 (https://www.linkedin.com/in/bvaghela/), CMO at ActiveOps (https://activeops.com/) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game changing results.  In episode nine, we explore how Rabobank in Australia and New Zealand embarked on a simplification strategy within its various blended contact centres – creating one source of truth across both calls (Agriculture and Savings) and back-office processes. In this episode, Krystal Oliver, Regional Call Centre manager, Australia and New Zealand at Rabobank, shares the drivers for the simplification strategy, discuss the steps the team went through and how data is used to drive better decision making.    For over 40 years Rabobank has been serving and supporting the UK's Food and Agribusiness sector with tailored solutions, in-depth market knowledge, and its broad global network.  Krystal discusses how Rabobank simplified its operations across four call centres spanning New Zealand and Australia, leading to a revised regional model that has driven up SLAs while also giving a progressive career path to staff.   Tune in to this fascinating episode to learn more about why this move towards a data-centric strategy has improved both staff and customer experience at Rabobank, and hear about further plans for innovation and simplification to enhance efficiency.  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. Discover more about ActiveOps.

  8. 10/16/2024

    S01E08: Integrating Operations and Finance for improved decision intelligence

    Ops Game Changers: How First Mortgage Services transformed to become a data-centric organisation by integrating finance and operations. You’re listening to 'Ops Game Changers', the new ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionising 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 eighth episode, we explore how First Mortgage Services (FMS embarked on a transformation programme to become more data-centric between Finance and Operations. In this episode, Patti Eyers, CEO of FMS describes the drivers for the data-centric strategy, shares the steps the team went through and how data is now used to drive better decision making across both Finance and Operations. For over 20 years, FMS has specialised in delivering the full range of mortgage processing and administration services to the financial services industry. FMS is owned by First American Financial Corporation, and operates in 17 countries as a leading provider of title insurance and settlement services to the real estate and mortgage industries.  Patti shares her proudest moments along the journey of data centricity, and how the strategy has not only transformed the efficiency of the organisation from an operations perspective, but also presented more opportunities for people development. Finance staff have been able to feel more embedded in the business learning about the operations function, enabling them to feel more involved in the everyday running of the business.  Tune in to this fascinating episode to learn more about why this move towards a data-centric strategy across the business was critical for FMS, and the impact this is now having on operational decision making at all levels. 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. Discover more about ActiveOps.

See All (15)

About

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!

Information

  • Creator
    ActiveOps
  • Years Active
    2024 - 2026
  • Episodes
    15
  • Rating
    Clean
  • Copyright
    © 2026 Ops Game Changers
  • Show Website
    Ops Game Changers