FUTR of Financial Services Melbourne 2026

• How operating models are evolving to support automation and more consistent execution across large-scale operations

• Simplifying and standardising complex processes while maintaining reliability, control and customer outcomes

• Aligning operations, technology and data to deliver at scale in a complex, regulated environment

  Bhaskar Katta, General Manager - Group Customer Operations, Westpac

• How AI, analytics, and automation are improving decision quality, throughput, and operational performance at scale  

• The data foundations, governance models, and responsible decisioning required to deploy AI safely and transparently  

• Moving beyond pilots to sustained, measurable impact across core financial services operations

• How institutions are applying AI and analytics to improve decision quality, efficiency, and outcomes across the enterprise

• The data foundations required for responsible AI, including quality, governance, transparency, and monitoring  

• Leadership, skills, and change practices needed to embed AI confidently and sustainably at scale

PANELLISTS:

• Thomas Janssen, Head of Data Architecture & Governance, Judo Bank

• Erin Birch, General Manager Group Transformation & Ai-Powered Delivery, Commonwealth Bank

• Tim Sparks, Head of Data Science & AI, QBE

• Prithesh Prabhu, Head of Digital Product, Customer Data Refresh & CRS/FATCA, NAB

• Simplifying complex service journeys to improve accessibility and outcomes for diverse member groups

• Strengthening governance, consistency and trust as funds evolve service models and digital interactions

• Leading operational transformation while maintaining clarity, confidence and support for members

Jorden Lam, General Manager / Head of Member Services & Operations, HESTA

• What unified, cloud-ready data platforms enable for insight, compliance, and enterprise-wide transformation  

• Modernising legacy environments to support resilience, speed, and regulatory reporting expectations  

• Simplifying architecture to improve data quality, accessibility, and decision-making at scale

• Making critical decisions when the path forward isn’t clear

• Navigating trade-offs in real time across customer outcomes, risk appetite and delivery pace

• Maintaining clarity, accountability and pace as systems, expectations and scrutiny continue to increase

PANELLISTS:

• Georgie Obst, General Manager, Digital, HESTA Super

• Anya Avinash, Head of Cybersecurity, Bank First

• Debarshi Sanyal, Head of Financial Risk Modelling, Bendigo Bank

• How Australia’s payments rails are modernising, and what that means in practice for banks and customers

• Balancing speed and convenience with the right level of “good friction”

• Why network-wide adoption and coordination matter for resilience and confidence in the ecosystem

Jackie Kallman, Head of Payments Industry & Engagement, ANZ

• How organisations make security and risk decisions when constraints are real, not theoretical

• The trade-offs between protection, customer experience and operational impact

• What those decisions mean for customer trust in practice

John Ellis, Global Head of Security Trust & Influence, QBE

• Upgrading core platforms to meet expectations for reliability, compliance, and real-time service

• Moving from fragmented legacy environments to modular, API-enabled architectures  

• Improving performance and cost efficiency while reducing operational risk

• The evolving fraud, scam and identity landscape as speed, connectivity and digital access continue to increase

• Approaches to detecting, intervening and preventing fraud without disrupting legitimate customer activity

• Balancing protection, customer experience and operational impact in high-volume, always-on environments

PANELLISTS:

• Daisy Wong, Head of Security Awareness, Medibank

• Anthony Hope, Executive (General Manager) AML/CTF/Fraud & FCR Innovation, NAB

• Sandeep Taileng, Chief Information State Officer, State Trustees

• Using advanced analytics and AI to improve speed, accuracy, and consistency of decisions

• Ensuring explainability, fairness, and accountability in automated decision-making  

• Aligning decision intelligence with risk appetite and customer expectations

• Designing services that remain simple, accessible, and fair across diverse customer needs and capabilities  

• Embedding transparency, suitability, and accountability into digital journeys and service models  

• Balancing automation and human support to improve outcomes, confidence, and long-term trust

PANELLISTS:

• Kamil Bober, General Manager, Enterprise Technology, Latitude Financial Services

• Chris Luttrell, Head of Process Design & Change, Zurich

• Where AI is genuinely helping sustainability practice, and where it falls short

• What happens to human judgement and critical thinking as we lean further into AI

• Unintended harm in a digital-first world, and what that means for the people organisations are meant to serve

Amanda Barker, Head of Corporate Sustainability & Social Impact, Aware Super

Sean Quagliani, CEO & Co-Founder, Fortiro

• Using skills intelligence as the critical data layer linking work design, talent strategy and workforce planning

• Designing the Workforce of the Future, deliberately by connecting skills, strategic workforce planning and operating model decisions

• Considering where AI augments work vs where it drives redesign

Meghan O'Sullivan, Head of Workforce of the Future, NAB