Programme

INFO 2018 – Programme

Disputes – Causes and Cures

24 to 26 September 2018, Gibson Hotel, Dublin Ireland

Sunday 23 September

Pre Conference Tour

More details coming soon

Welcome Reception

7.30pm  EPIC – The Irish Emigration Museum

Maeve Dineen, Chairperson of the Financial Services and Pensions Ombudsman, Ireland

 

Day 1 Monday 24 September

Chairperson Elaine Cassidy, Deputy Financial Services and Pensions Ombudsman, Ireland

 

8.30am

Registration

 

9.00am

Conference Opening Remarks

Ger Deering, Financial Services and Pensions Ombudsman, Ireland

Karen Stevens, INFO Network Chair & Insurance & Financial Services Ombudsman, New Zealand

9.30am

Behavioural Economics

what it is, and how it helps us to understand financial disputes

 

Dr Pete Lunn, the Economic and Social Research Institute, Ireland

10.00am

Bias

recognising and challenging unconscious bias

Dr Pete Jones, Chartered Psychologist and Chartered Scientist

10.30am

Messages from home

Electronic messages from staff of INFO Members

10.45am

Coffee, tech break and networking

11.15pm

Facing up to mistakes

Margaret Murphy,  Advocate External Lead Advisor for Patient Safety,  World Health Organisation

12.00pm

Question & Answer Session with the Speakers

Pete Lunn, Margaret Murphy and Pete Jones

12.30pm

Learning a new skill

All Delegates

12.45pm

Lunch and Networking

2.00pm

Lessons for an Ombudsman from the Irish Peace process and Introduction to Breakout Sessions

 

Eamon Rafter, Learning Co-ordinator, Glencree Centre for Peace and Reconciliation

2.15pm

Breakout Sessions

Discussing differences and resolving disagreement

Facilitators: Representatives  of Glencree Centre for Peace and Reconciliation and staff of the Financial  Services and Pensions Ombudsman, Ireland

Rapporteurs:

Reana Steyn, Ombudsman for Banking Services, South Africa

Shahariah Othman, CEO for Financial Services Ombudsman Malaysia

Larry Hattix, Senior Deputy Comptroller, Enterprise Governance and Ombudsman, Office of the Comptroller of the Currency, USA

Elli Reunanen, CEO, Finnish Financial Ombudsman Service

3.15pm

Coffee, tech break and networking

3.30pm

Report back and discussion in plenary session

 

4.00pm

Good Governance

panel discussion on the challenges and benefits

Chair Kevin De Barra, Director of Corporate and Communications, Financial Services and Pensions Ombudsman, Ireland

David Thomas, Chair Channel Islands Financial Ombudsman Service

Sarah Bradley, Ombudsman and CEO, Ombudsman for Banking Services and Investments, Canada

5.00pm

Close of Day 1

 

7:30pm

Conference Dinner

Christchurch Cathedral Crypt

Day 2 Tuesday 25 September

Chairperson MaryRose McGovern, Director of Investigation, Adjudication and Legal Services, Financial Services and Pensions Ombudsman, Ireland

 

 

9.00am

Maintaining the Independence of an Ombudsman Scheme

a panel discussion

Chair: Rónán Ó Domhnaill, An Coimisinéir Teanga (the Irish Language Commissioner) and Chair of the Irish Ombudsman Forum

Panel

Caroline Wayman, Chief Executive and Chief Ombudsman, Financial Ombudsman Service, UK

Piruz SargsyanFinancial System Mediator, Armenia

9.45am

Hot Topics

Breakout sessions to identify what’s trending in:

1. Banking/Credit Facilitator: Una Gately, Assistant Director of Adjudication and Legal Services, FSPO, Ireland

Rapporteur: Dominic Stoddard, Ombudsman, Office of the Financial Services Ombudsman, Trinidad and Tobago

2. Insurance Facilitator: Meagan Gill, Senior Manager Corporate and Communication Services FSPO, Ireland

Rapporteur: Deanne Wood – Ombudsman for Short Term Insurance, South Africa

3. Investment/Pensions Facilitator: John Sheehan, Senior Investigator, FSPO Ireland

Rapporteur: Sujatha Sekhar Naik, Chief Executive Officer Securities Industry Dispute Resolution Center, Malaysia

10.30am

Coffee, tech break and networking

11.00am

Messages from home

Electronic messages from staff of INFO Members

11.15am

Feedback to plenary session on Hot Topics

11.30am

Motivating and retaining staff

John Ryan, Great Places to Work Chief Executive

12.00pm

Balancing Confidentiality and Transparency in an Ombudsman Mediation Service

Margaret Bouchier and Deirdre Curran, Kennedy Institute Workplace Mediation Research Group

12.30pm

Learning a new skill

All Delegates

12.45pm

Lunch and Networking

2.00pm

Plenary Session

How to achieve the best resolution to a complaint

Introduction to the workshop on Dispute Resolution

2.15pm

Practical Workshop using case studies

role play and practical application to illustrate the benefits and challenges of mediation, conciliation and adjudication in resolving financial disputes

 

All delegates will have the opportunity to participate in this exercise

The session will be facilitated by managers and staff from the Dispute Resolution, Investigation and Adjudication Teams of the FSPO Ireland including Michael Brennan, Lead Adjudication Officer, Sophie Hart, Senior Adjudication Officer, Stephanie McConnell, Senior Adjudication Officer, Kathleen O’Sullivan, Dispute Resolution Manager, Anthony O’Riordan, Dispute Resolution Manager, Liz White, Dispute Resolution Manager

3.15pm

Coffee, tech break and networking

3.30pm

Plenary session results and learning from Workshop

Feedback to Plenary Session

4.00pm

Annual General Meeting of members of the International Network of Financial Services Ombudsman schemes

AGM is open to INFO Network members only

5.00pm

Close of Day 2

7pm onwards

Tours of Dublin

3 options to choose from

Day 3 Wednesday 26 September

Chairperson Diarmuid Byrne, Director of Dispute Resolution, Financial Services and Pensions Ombudsman, Ireland

 

9.00am

The fintech revolution and the role of modern technology in resolving disputes

Chair: Tara McDermott, Director of Customer Operations and Information Management, Financial Services & Pensions Ombudsman, Ireland

Presenters and Panel Members

Professor Alan F. Smeaton, Founding Director, Insight Centre for Data Analytics, Dublin City University

Martin Gordon, Dispute Resolution Officer, Financial Services and Pensions Ombudsman, Ireland

James Walker, CEO and Founder of Resolver Limited

10.00am

Engaging with our audience

Maeve Dineen, Chair of the Financial Services and Pensions Ombudsman Council, Ireland, Corporate Communications Consultant and formerly Business Editor of Irish Independent Newspaper

David Cresswell, Director of Strategy, Financial Ombudsman Service, UK

10.45am

Coffee, tech break and networking

11.00am

Exploring collaborations that can benefit the work of an Ombudsman

A panel discussion

Chair: Douglas Melville  Principal Ombudsman & Chief Executive, Channel Islands Financial Ombudsman

Participants

Isolde Goggin, Chairperson of the Competition and Consumer Protection Commission

Gráinne McEvoy, Director of Consumer Protection with the Central Bank of Ireland

Jennifer Preiss Ombudsman for Long Term Insurance, South Africa

Donal GalliganDirector, The British and Irish Ombudsman Association 

12.00pm

Looking after yourself

TBC

12.30pm

Closing of INFO 2018

Presentation of 2019 Host Member

Ger Deering, Financial Services and Pensions Ombudsman, Ireland

2019 Conference Hosts

Karen Stevens, INFO Network Chair & Insurance & Financial Services Ombudsman, New Zealand

1.00pm

Farewell Lunch

 

Please note, this programme may be subject to change

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