March 2017 Chapter Meeting

Finding the Recipe for Digital Workplace Execution: Transforming Employee Experience

with: Douglas Pamplin

Presentation Summary

Douglas Pamplin, Managing Director of BNY Mellon’s Digital Service Desk, will walk you through how BNY Mellon is transforming the end users’ experience through various tool sets including self-service, online chat support, proactive service models, and automation; and by promoting collaborative work place environments encompassed within our own innovation centers.

The presentation overview will feature:

• How to boost employee agility and engagement through a more “consumerized” work environment
• Create a more collaborative and engaging place to work
• Removing employee dependency on Service Desk assistance by instituting best practices
• Provide transparency and analytics to promote, encourage and foster ownership 

Meeting Agenda

11:30–12:00	Registration and Networking
12:00–12:30	Kickoff and Lunch
12:30–1:30	BNY Mellon Innovation Tour
1:30–1:45	Break
1:45–2:45	Presentation by Douglas Pamplin
2:45–3:00	Steel City Chapter Business

Speaker Biographies

Head of BNY Mellon's Digital Service Desk Operation

 Bio:

Douglas, head of BNY Mellon’s Digital Service Desk Operation since April 2010, has 26 years of industry and customer service experience. In his current role, Douglas ensures that BNY's Service Desk consistently delivers high-quality support to meet their internal and external customers’ needs. Highlights of his career are introduction of an End-User Profile System, LIVE Chat, Virtual Hold, Level 1 and 2 Service Support Structure and the accomplishment of bringing APAC under a single Senior Manager for Digital Workplace Technology. Prior to assuming his current role, Douglas held various senior roles in BNY's transfer agency business, Shareowner Services. Douglas has also relocated and managed the following departments from New Jersey to Pittsburgh: Escheat, Investment Plans Services, Central Mail Services, Lost Securities, and the Vault and Registration.

Douglas graduated from Saint Peters’ College with a Bachelor’s degree in business administration and received his Masters of Business Administration in international management.

Please register by Wednesday, March 8th, 2017

Register Now!