09 - 11 March, 2020
| Sir Stamford Circular Quay, Sydney, NSW
Amy Woolf
Risk Operations Principal, Networks & IT TelstraPre-Conference Workshops: Monday, 9th March 2020
11:30 AM Uplifting Technology Risk Management Through Improved Communication, Ownership and Customer Experience
In this masterclass, Amy will identify key ways to successfully ensure that technical risks can be used to help an organisation effectively manage their end-to-end risk profile. She will examine how technical SMEs can describe risk in a way that is meaningful for Business Executives and identify the key factors that both groups have a shared interest in, including customer experience metrics, Processing speed and security over customer data, to support strong communication channels.
In this workshop you will learn:
- What are the key factors that will support a strong basis for communication?
- Making the connection between technical risks and the impact they can have to the products and services of an organisation
- How can customer facing processes consider known technical risks so that there isn’t a disconnect between what is promised externally and what can be delivered?
- How can a technical risk register influence an operational risk register e.g. technical risks impacting processing volumes / process effectiveness? Is it shared metrics / shared language?
Conference Day One: Tuesday, 10th March 2020
11:40 AM CASE STUDY: Quantifying Risk to Gain Executive Buy in to Deliver Better Technology Risk Management Outcomes Across the Business
In response to significant breaches, Telstra changed its way of thinking about technology risk, bringing in a new team in 2016 to deliver the impact of qualitative risks to tangible metrics. Charged with managing and navigating 1000+ risk exposure points across the Networks & IT business, hear Amy’s three-year journey to improve communication between executives and risk managers in a system which has removed 60% of customer outage hours.
In this session:
- Identified and linked CX metrics to qualitative technology risks to secure leadership investment and ownership
- Created a mature risk management framework to identify and categorize operational risks across a large exposure base
- Navigated the challenges between prioritizing high-risk and low-risk exposures at a large scale
- Improved working relationships with compliance, cyber and technology teams to reduce risk exposures
Check out the incredible speaker line-up to see who will be joining Amy.
Download The Latest Agenda
