Ops Game Changers

ActiveOps
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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!

Episodes

  1. NOV 27

    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.

    52 min

  2. MAY 7

    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.

    43 min

  3. FEB 12

    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.

    46 min

  4. 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.

    39 min

  5. 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.

    42 min

  6. 07/29/2024

    S01E07: Becoming more data-centric to improve operational decisions

    Ops Game Changers: How Fidelity International embarked on a transformation programme to become more data-centric.  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 episode seven, we explore the key drivers for organisations wanting to become more data centric to improve operational decision making. In this episode, we are joined by Ben McManus, Associate Director, GPS CAO Performance & Planning at Fidelity International, to talk about how how the company embarked on a strategy to become more data-centric, and the impact this is now having on operational decision making.   Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. Operating in more than 25 countries and with $739.9 billion* in total assets, Fidelity International’s clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.  Ben tells us about the project enabled senior leaders in the company to have a clearer view of operations across the entire organisation. Having a 360-degree view of work demands across different teams, as well as holidays, overtime and sick leave enabled Fidelity to have full control over workloads to improve employee satisfaction, wellbeing and overall productivity.  Tune in to this fascinating episode to learn more about Fidelity’s experience in the building and testing a central data environment and the impact this is now having on operational decision making.    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.

    42 min

  7. 05/24/2024

    S01E06: Driving efficiency and business growth with upskilling

    Ops Game Changers: How Velonetic invested in upskilling employees to increase efficiency, business performance and growth opportunities.  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 episode six, we look at how technology can be used to ensure teams have the capacity to continuously learn about new and emerging technology so they can continue to build capabilities. In this episode, we are joined by Nicole Mott, Senior Manager Transformation at Velonetic, to talk about how the company used Decision Intelligence to run their operations effectively, release capacity and with that enable them to do more.  Previously referred to as the London Market Joint Ventures, Velonetic represents the joint ventures between DXC Technology, International Underwriting Association, and Lloyd's, that have been operating for over 20 years in the London and Company markets, in both insurance and reinsurance business.  Operating in a global, diverse landscape with over 500 employees, Nicole shares how the company underwent a large transformation project to upskill their people to better support their customers (insurance companies). The project enabled Velonetic to expand their services portfolio with specialised highly skilled people that support more complex types of insurance claims. Nicole talks to us about the often underestimated excitement that comes from working in the insurance industry, and why Velonetic are on a mission to encourage more young people to consider it as a career path.  Tune in to this fascinating episode to learn more about Velonetic’s experience in the upskilling of their specialists claims and underwriters, to extend portfolio of services and create more opportunities for their employees.   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.

    48 min

  8. 05/16/2024

    S01E05: Achieving operational excellence: Atlanta Group's approach to multiple brands

    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 episode we explore the topic of flexible operating models, enabling organisation to adapt to meet fluctuating demand levels. To address this topic, we are joined by John Gilbert, Transformation Director at Atlanta Group, one of the UK’s leading insurance brokers. John shares how Atlanta Group went about building a flexible operating model across a number of their household insurance brands.  John shares insights into the challenges they faced in aligning different brands and operating models into one unified approach. John is a strong advocate for transformation, and believes operations is ‘dynamic by default’ and so the biggest challenge in his eyes, is having the ability to adapt and change to meet demand. For example, there have been many changes in the marketplace in recent years due to the cost-of-living crisis. Customers have more concerns and questions about their policies and require a higher level of service. Supporting customers through these challenges is a top priority, therefore enabling employees to dedicate time to customers is paramount.  Throughout the episode, John shares how Atlanta Group is implementing conversational AI to help fuel growth in the UK and other markets. He expects AI will be transformative to the operations space, and that it is vital for companies to embrace the technology to improve outcomes for customers, without impacting the customer experience.   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.

    34 min

  9. 01/17/2024

    S01E04: Transforming Operations with AI and Automation

    You are listening to 'Ops Game Changers', the new ActiveOps podcast where we share real-life stories from remarkable leaders who 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 episode four, we dive into the topic of automation in customer service and how to manage staff apprehensions and uncertainties around the impact of AI on their current role. To address this topic, we are joined by Ellena Bianco, senior leader, client operations at CoreLogic. CoreLogic is a B2B information service provider empowering the property services industry in Australia and New Zealand through technology, data and connectivity.  This Ops Game Changer shares how the team at CoreLogic evolved their automation strategy, from being very rules-based some five years ago, to now adopting sentiment with AI to reduce human intervention and drive operational efficiency.  Ellena shares her first-hand experience of how the team at CoreLogic went about identifying areas for improvement across the customer service element of the business, the targets that were set, and the impact these changes have had on productivity, staff wellbeing, and ultimately the customer experience.  Throughout the episode, Ellena talks about the elements of resistance that were met along the way, such as the disbelief, uncertainty and apprehension of employees around how AI would impact their day-to-day work. Ellena shares how these challenges were addressed with honesty, understanding, and transparency. The approach that CoreLogic had towards AI implementation has enabled employees to fully understand and appreciate the improvements and embrace more challenging work, leaving the repetitive tasks to the bots.  Tune in to this fascinating episode to learn more about CoreLogic’s experience in transforming its customer service teams to address customer requests in under 30 minutes, and why this has had such a positive influence on customer experience and team morale.  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.

    41 min

  10. 01/17/2024

    S01E03: Driving Employee Engagement to Improve Staff and Customer Satisfaction

    You are 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 episode, we explore the importance of achieving an optimal employee experience, and the impact this then has on overall business success.  To address this topic, we are joined by Nozizwe Tshabuse - Managing Executive, Retail and Business Banking Operations at Nedbank. A true Ops Game Changer, Nozizwe discusses how Nedbank Retail and Business Banking has driven and supported employee wellbeing during its recent transformation process.  Nozizwe shares her insights about the value of the employee experience, the impact its improvement has had on the customer experience and how the bank has fostered satisfied and empowered staff.   Throughout the episode, Nozizwe shares why she believes the key to a successful organisation lies within the workforce that is driving that business forward. Investing in an engaged and empowered workforce results in employees who are continually developing and learning new skills to transform their own careers as well as the company. It is common for companies to state that their goal is to be a great place to work, but not many companies implement a detailed plan and invest in the tools to achieve that goal like Nedbank RBB did.  Tune in to this engaging episode to learn more about Nedbank RBB’s employee engagement journey, the importance they place on employee experience, the strategies and tactics they have implemented and the proof points that show these measures are having a profound impact on the service they provide for customers.  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.

    34 min

  11. 01/17/2024

    S01E02: Building a Fully Flexible Workforce and Operating Model by Connecting Front and Back-office

    You are listening to 'Ops Game Changers', the new ActiveOps podcast where we share real-life stories from remarkable leaders who 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 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 episode two, we dive into the topic of flexibility in customer service and the importance of maintaining service levels during peaks and dips. To address this topic, Tom Frosina, Head of Card Operations at TD Bank, joined us.  As one of North America’s top banks, TD Bank differentiates itself as a brand rooted in a desire to give its 27 million customers, communities and colleagues worldwide the confidence to thrive in a changing world. This Ops Game Changer shares how TD Bank utilised the capacity available in front and back office teams interchangeably to become an early adopter of this technology and implement a flexible structure to transform and improve the customer experience and reduce operational costs.  Tom shares his insights into the challenges they faced during busy times, such as during the pandemic, and how they were able to train front office (call centre) and back office (operations) employees to be flexible and adaptable depending on service demand.  Throughout the episode, Tom shares how TD Bank experienced greater agility and efficiency by giving employees the experience of working both in the front office and back office. Teams were able to share capacity, appreciate the challenges that each department faces, and therefore gain knowledge, insights and greater experience which in turn lead to higher employee engagement.   Tune in to this fascinating episode to learn more about TD Bank’s experience in transforming its operations teams to become 100% remote why this has had such a positive impact on employee engagement and, ultimately, resulted in consistently higher levels of customer service even during the busy times.  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.

    35 min

  12. 01/17/2024

    S01E01: Skyrocketing NPS and CX in Service Operations

    We premiere '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 first episode we dive into the topic of customer experience and its impact on operations and the Net Promoter Score (NPS). To address this topic, we are joined by Angela Vernes (Head of Operations) and Darlene Mbukula (Head of Client Experience) at Nedbank Insurance, a Nedbank Group company that offers car insurance, credit card assurance, life and funeral cover and other types of insurance to more than two million clients. These Ops Game Changers discuss how Nedbank Insurance transformed its business to become more customer-centric, leading to a significant improvement in its NPS score over the past four years.  Angela and Darlene share insights into the challenges they faced in aligning different business units and creating a common strategy. They emphasise the importance of involving all employees in understanding the customer journey and removing bottlenecks to enhance the overall customer experience. The journey involved benchmarking against international standards, mapping customer journeys, and creating a client-centric culture throughout the organisation.  Throughout the episode, Angela and Darlene share how they gained buy-in internally by creating a shared understanding of the company's customer-centric vision. They discuss the importance of involving employees from various departments in shaping the customer experience and how they measured success at each step. By implementing metrics, customer journey mapping, developing client service principles, and employing the right framework for measuring, interpreting and strategising, Nedbank Insurance successfully transformed its operations and significantly improved its NPS score.  Tune in to this engaging episode to learn more about Nedbank Insurance's customer experience journey, the impact of operations on NPS, and the strategies they employed to become more customer-centric.  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.

    33 min
  • 12 Episodes

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 - 2025
  • Episodes
    12
  • Rating
    Clean
  • Copyright
    © 2025 Ops Game Changers
  • Show Website
    Ops Game Changers