Operational excellence: Creating a dynamic organisation

21 April 2022

4:30-6:00 PM London (BST)

Central London & Virtual

Operational risk is increasingly a strategic focus. Being able to meet the requirements without adding additional compliance overheads is a tension for many large operations. This roundtable will explore the experiences and strategies being developed to meet and manage cost pressures and control effectiveness.

Richard Jeffery’s presentation

Richard will focus on creating the efficiency of lean business processes, whilst having the necessary adaptability and resilience to provide customer and regulatory assurance over business delivery. He will be looking at the implications for large operations and how they are learning new capabilities to leverage capacity and to manage to greater precision and tolerances.

Diane Betts’s presentation

Operational Excellence, Do You Have a Choice?

The world is pushing toward a new kind of financial services experience – the kind that serves real people in an increasingly digital and connected world. Delivering enhanced customer experiences has become a critical success factor.

Diane will explore why operational excellence is a key underlying driver of transformation programmes, and what role innovation has in improving these metrics and building successful operating models.

Diane Betts

EMEA Head of Client Programme Delivery @ Fiserv


Diane Betts leads Programme Delivery for Enterprise Payments Platform in EMEA for Fiserv. As the Programme Director she is accountable for client delivery of large portfolios of payment product transformation programmes for global financial organisations.

Before transitioning to her existing role, she led a suite of successful client delivery programmes that implemented the Enterprise Payments Platform hub across Europe and for large Tier1 financial institutions. Prior to joining Fiserv, she was responsible for the delivery of critical payment and card technology programmes and business transformation from previous tenures at Dovetail, Visa Europe, Reuters and IBM.

About Fiserv

Fiserv, Inc. (NASDAQ: FISV) aspires to move money and information in a way that moves the world. As a global leader in payments and financial technology, the company helps clients achieve best-in-class results through a commitment to innovation and excellence in areas including account processing and digital banking solutions; card issuer processing and network services; payments; e-commerce; merchant acquiring and processing; and the Clover® cloud- based point-of-sale and business management platform.

Fiserv is a member of the S&P 500® Index, the FORTUNE® 500, and has been recognized as one of FORTUNE World’s Most Admired Companies® for 11 of the past 14 years and named among the World’s Most Innovative Companies by Fast Company for two consecutive years.

Richard Jeffery

CEO @ ActiveOps plc


Richard Jeffery, CEO @ ActiveOps plc

Richard Jeffery is an expert in service operations management. Richard started his career with PA Consulting Group, before moving to Coopers and Lybrand specializing in organizational change management and operational effectiveness. He joined specialist consultants OCP as a partner in 1993, where he began developing the Active Operations Management (AOM) method and Workware.

He launched ActiveOps as an independent business in 2005 with fellow OCP partner Neil Bentley.  Richard has led the company through its expansion to operate in over 40 countries around the world and in March 2021 becoming a publicly listed company on the London AIM stock market.

A keen sailor, Richard is a Freeman of the City of London and a member of the Fan Makers Livery Company.

This meeting is open to Innovation Partnership members and partners. If you wish to apply to join please email hello@innovationpartnership.co.uk