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Convention Theme Presentation: The Credit Union Difference: Members Matter Most
Manuel Rabines, Chairman WOCCU
“Members Matter Most” celebrates the important economic and social contributions credit unions make to their communities worldwide, inspiring 196 million people to choose them for accessible financial services. The community commitment and positive economic and social change are just some of the ways credit unions differ from traditional for-profit banks and financial institutions.
For more than 150 years, credit unions have proudly put people before profits in order to provide access to affordable financial services for all members. Credit unions invest their earnings in helping members meet their financial goals. In addition, members experience the difference that comes through their democratic structure, service to members and social goals that credit unions embody.
This session reinforces the importance to credit unions of maximizing member relationships and differentiation.
Opening Keynote: Innovate or Perish!
Dr. Jackie Freiberg, Bestselling Author, Leadership, Innovation and SheEconomy Expert
It doesn’t matter what industry you’re in, someone, somewhere is creating a product, process, business model or marketing strategy designed to kick your butt. If it’s you, then you define the rules by which others must play the game.
Get ready for a “deep dive” into the kind of leadership that unleashes innovation, ingenuity and inspires people at all levels. In addition, Dr. Freiberg will expose the SheEconomy. Most financial services are leaving millions of dollars on the table because they do not take “her” seriously or fully understand what “she” wants and needs. Credit unions are in a unique position to better serve “her,” and Dr. Freiberg will help you better understand the strength of “her” purchasing power, the industries failing “her” miserably, and what some truly innovative businesses are doing to better serve “her.”
General Session: Thinking Differently in the Credit Union Boardroom!
Michael Daigneault, Principal and Founder, Quantum Governance, L3C
Join us for this dynamic keynote designed to help credit union boards and senior management answer core questions.
Throughout the course of his work, Daigneault is often asked questions such as:
- What should we do to take our board governance to the next level?
- What should the core roles and responsibilities of our board be in today’s challenging environment?
- What are the appropriate boundaries between our board and management?
- What should our board committee structure look like?
- What should our supervisory or audit committee really be doing?
- What should our board’s role be in developing the credit union’s strategy?
These are important questions, and questions that need to be addressed to help ensure a credit union is being led and governed as effectively as possible.
Yet, underlying these questions is a vital question that Daigneault has seldom—if ever—heard asked. The question (and the important efforts to answer it) strikes at the very heart of determining the ultimate effectiveness and value-add of a credit union's board. It is a deceptively simple question, and yet it often emerges as a key indicator of whether a board is really striving to be an even more significant leadership asset.
Daigneault will discuss that underlying question—and its implications for your credit union—during his provocative keynote address.
General Session: Heroes, Villains and Saving the World: Credit Union Leadership Lessons from Hollywood Legends
Andy Janning, President and Founder, NO NET Solutions
A green one showed Luke Skywalker how to defeat Darth Vader. A wise one helped Daniel LaRusso crane-kick a bully’s face. Without hers, Baby Houseman would still be in a corner. Without his, Maverick would’ve lost both his need and his speed. A brave one freed Neo’s mind. A humble one freed a king’s speech. Without a school full of them, Harry Potter dies. And because of a loyal one, the planet of Pandora lives.
They are the trainers, leaders and mentors featured in some of the greatest movies of all time. Under the tutelage of Yoda, Mr. Miyagi, Johnny, Viper, Morpheus, Lionel Logue, Dumbledore, Neytiri, and many others, Hollywood heroes young and old have saved big-screen worlds great and small.
Their leadership and training techniques are as much a part of our culture and consciousness as the exploits of the heroes they forged. As a result, they command respect, change lives, and make a difference.
In this nationally-recognized program, you'll learn 16 of their most powerful leadership and training techniques. You'll also see how they can create a credit union full of heroes, keep the villains at bay, and help you work together to make the financial dreams of your members come true.
General Session: Don’t Just Tell Me…Show Me!
Paul Keens-Douglas, Keensdee Productions Ltd.
Join Keens-Douglas as he takes a look at some of the things necessary to make “Members Matter Most” a reality. Sometimes in this fast-changing world, it’s the little things that count. The caring and sharing. The feeling that you are a part of the decision making. Sometimes you are doing well, and you don’t even know it. Sometimes you need someone to show you how lucky you really are .It’s all about believing.
General Session: The Human Side of Financial Services
Alfred Poitier, CEO, National Workers Co-operative
Because of their values and underpinning philosophy of people helping people, credit unions should be prime exponents of a business strategy of being there for their members in good times and bad, providing financial products and services, advice and guidance. In order to deliver on this, credit union frontline employees need to be more than well-informed about the products and services. They must be able to engage and empathize with members.
The human side of financial services is the interaction between the employees of a financial institution and its members or clients which actually forms the perception or image of that institution. In the delivery of credit union financial services, members not only want a seamless transaction, they also want human interaction to help them during difficult times.
To achieve this objective, the credit union has to be truly member-centric; it needs to understand the voice of its members, engage with members and follow through with them at all levels of service.
Closing General Session
Lee Wetherington, Director of Strategic Insight, ProfitStars
Innovating from the Future Backwards: The Art and Science of Strategic Foresight in Financial Services
Our financial eco-system is marked by high volatility, emerging technology and increasing complexity. To create sustainable growth and revenue, credit unions must anticipate evolving member demands, regulatory changes, market trends, and threats from new entrants. What separates winners from losers in “the new normal” is strategic foresight, i.e., the ability to create strategy from the future backwards. To determine the nature and scope of tomorrow’s opportunities, credit unions must first visualize the future based on deep insights into today’s trends. Join Wetherington for a look at the future and the strategic imperatives that future demands now.
Special Solutions Session for Managers, CEOs, and Treasurers: Strategic Management–The Balanced Score Card
Desmond Sabir, MBA, BSP
Today’s organizations need to be both strategically and operationally excellent to survive and meet tomorrow’s challenges, and credit unions are no different. One framework that helps achieve the required balance between strategy and operations is the balanced scorecard. It is a strategic management system that can be used in any size organization to align vision and mission with customer or member requirements and day-to-day work; manage and evaluate business strategy; monitor operational efficiency improvements; build organizational capacity; and communicate progress to all employees. The scorecard allows us to measure financial and customer or member results, operations and organizational capacity.
The workshop introduces the balance scorecard as a strategic management system, explores the benefits that accrue to organizations in building and implementing scorecard systems; and shares lessons learned from credit unions that have taken the balance scorecard journey.
Special Solutions Session for Managers, CEOs, and Treasurers: Simplifying Approaches to Risk Assessment and Management
Risk management is the process of identification, assessment and prioritization of risks, positive or negative, followed by coordinated and economical application of resources to minimize, monitor and control the probability and/or impact of unfortunate events or to maximize the realization of opportunities.
Risks can arise from uncertainty in financial markets, project failures, legal liabilities, credit risks, accidents, natural causes and disasters, as well as deliberate attack from an adversary, or events of uncertain or unpredictable root-cause.
This session will explore:
- How institutions of all sizes can implement a risk assessment program
- How to properly plan for risk, even without a Chief Risk Officer
- The categories of risks all institutions must be aware of to have a proper risk management program
And will introduce participants to:
- Methods to effectively assess the institution’s risk management strategy so that all major types of risks can be planned for
- Building a Risk Scorecard–Simplifying approaches to Risk Assessment
The strategies to manage risk typically include transferring the risk to another party, avoiding the risk, reducing the negative effect or probability of the risk, or even accepting some or all of the potential or actual consequences of a particular risk.
Breakout Session: Delivering Excellence in Member Services: Lead or Follow
Milton Hunt, President, Hunt International
Establishing a competitive edge in this truly challenging decade hinges on member service and satisfaction. Regardless of your organization's size, this breakout session is for you and your staff. You'll gain knowledge and learn methods and expert guidelines to forge to the head of the pack.
Today’s organizations must perform rather than simply produce! Join Hunt and learn:
- To increase member satisfaction
- What members expect
- Ways to increase your credibility with members
- To increase your value to your organization
- To manage stressful situations more effectively
- How to deal with difficult members
Breakout Session: Driving Member Satisfaction and CU Performance through Employee Engagement
Kerry Liberman, President, People Perspectives LLC
Over the past few decades, numerous studies have shown that employee engagement and satisfaction are directly correlated with such variables as member satisfaction, member loyalty, and higher product penetration. This presentation will demonstrate the roles that employee satisfaction and engagement play in enhancing member satisfaction and loyalty, and will present ideas on how to enhance these levels within credit unions.
Breakout Session: Stay Relevant! Business Development for Credit Unions in the 21st Century
Sean McDonald, President, Your Full Potential, LLC
Times are always changing. Technology is evolving, consumers are more demanding, and our members expect the latest and greatest. Credit unions have to stay ahead of the curve! Come to this workshop to review the current state of the marketplace, discuss the latest trends, and walk away with ACTION steps to take in order to build and maintain lasting relationships with your members.
Breakout Session: Cultivating Relationships with Members: Sales, Service, and Lending Opportunities
Sean McDonald, President, Your Full Potential, LLC
This highly engaging and interactive session will provide action steps and effective techniques that CUs can use right now to cultivate and strengthen relationships with existing members. We’ll focus on the importance of providing outstanding service to members and creating member loyalty rather than simple satisfaction. We’ll also discuss effective cross-selling techniques, how to recognize opportunities to close more loans, and ways to encourage members to take advantage of the full array of benefits that you credit union offers.
Breakout Session: Servant Leadership
Marie Tumolo, Ph.D., MBA
Join Tumolo learn what servant leadership is, how this model of leadership works, and its impact on your organization and its members. You’ll discover:
- The core characteristics of servant leadership
- What are the benefits and risks are
- The forces that are shaping the need for servant leaders
- What the impact of servant leadership is on our organizations, our members and society
- How you can be a servant leader--understanding your current leadership style and developing servant leadership capabilities
Topics and speakers subject to change.