MONDAY, SEPTEMBER 12 Registration Desk Open 7:30 a.m. - 4:30 p.m.
7:30-8:15 am
Continental Breakfast Sponsored by DeLaRue Cash Systems
8:15-8:45 am
Welcome, Opening Remarks
Nader Moghhadam - OpSS Council Chair
8:45-10:00 am
"Winning in Overtime:
Championship Strategies from a Championship Coach"
Mark Adams, President, EnthusiAdams, Springboro, OH Sponsored by Allied Solutions
Learn how to coach yourself and your CU team to be accountable and develop a game plan to
generate better performances by you and your teammates.
Adams will share "real" coaching strategies he used as a "real" college basketball coach for
17 years that will give you and your CU team a competitive advantage.
Learn the secrets of championship coaching and the value of developing quality relationships
one person at a time by holding yourself and others accountable with a "Career Best Effort Strategy".
Learn the results of a decades long study by Gallup that shows why employees stay for long
periods of time in one organization. This valuable information can be used by any manager to better
focus on your leadership fundamentals.
Beg, borrow and steal ideas just like real coaches do every day that will surely make you
more successful as a CU leader!
Learn how to better balance your professional and personal responsibilities by getting back
to the basics.
10:00-10:15 am
Networking Break Sponsored by PEMCO Share your
experiences with your peers
1:00-1:30 p.m.
Vendor Fair
Take advantage of this time to say
farewell and make plans to meet your collegues in San Francisco.
10:15-11:30 am
High Performance/High Fulfillment
Eric Klein,
President, Dharma Consulting, Encinitas. CA Sponsored by Liberty Enterprises, Inc.
Identify four keys to infusing passion and purpose into your work and workplace
Connect business activities to your leadership legacy
Discern the difference between the creative and reactive approaches to leadership
Find alignment between personal values and organizational outcomes
11:30-1:00 pm
Membership Lunch Sponsored by Diebold Direct Open to all attendees - hear about the councils progress since the last conference and network with peers.
1:30-2:45 pm
Sales
"The Nuts, Bolts, and Cookies of Implementing a Sales Culture. Loaded
with Take-aways on what Worked and what didn't Work in our Sales Journey" Keith Kauffeld, Chief Operating Officer
Air Academy FCU, Colorado Springs, CO Sponsored by CU Direct Corporation
Practical examples and applications detailing what worked and what didn't work in
implementing a service/sales culture
Foundational "must haves" necessary for a service/sales culture to take root
and grow
Chronological time line of when to introduce particular aspects of a service/sales
environment
"If I can sell, you can sell." Proof that anyone can become a successful service
and sales leader
Service/Operations
Serving New Markets Keryn Marlatt, Senior Vice President, Strategic Planning & Service
WestStar CU , Las Vegas, NV
How do you maintain your brand as you enter new markets or add new product lines?
Can we/should we try to be all things to all people or should we narrow our focus?
How do you maintain your brand and ensure that every employee stands behind it?
Does your brand identifiy who you are to new/potential members? How do you measure your brand's effectiveness?
Executive Development
How to Lead Cultural Change Eric Klein, President, Dharma Consulting, Encinitas, CA
Learn how to accelerate change using an intergral model
Distinguish between creative and reactive strategies for change
Understand the power of individual choice
Practice core skills of authentic dialogue
2:45-3:00 pm
Networking Break Sponsored by IBT Enjoy refreshments and network with your peers.
3:00-4:15 pm
Sales
Member Centric Branch Design Shawn Pond (IBT), Marc Healy (BECU), Dave Willis (Kitsap CU)
Calculating potential market penetration before you build (The Gregg Rule)
Maximizing Sales with the use of limited branch space
Cross selling members through branchizing
Save effort and money by building only what they actually need
Consider branch alternatives to better serve members
Service/Operations
Using Technology to Enhance Member Service Kevin Conway (Andera), John Smith (DelaRue), Charles Van Court (Fuze)
Online member acquisition
Instant opening and funding of new accounts
Automated decisioning and cross-selling
Also available in the branch and call center, in addition to your website, to standardize acceptance criteria and cross selling across all channels
What members expect when getting support.
What unified member support across all support channels looks like.
Why a unified support is so important for credit unions to remain competitive.
Executive Development
How to Lead Cultural Change (cont.)
4:15-5:00 pm
Vendor Fair Take this opportunity to visit with our
sponsors and learn about new products and services.
5:30-6:30 pm
Networking Reception Sponsored by CUNA
Mutual Group Enjoy refreshments and a chance to make new contacts, catch up with friends and
exchange ideas and discuss the days presentations.
TUESDAY, SEPTEMBER 13 Registration Desk Open 7:30 a.m. - 4:30 p.m.
7:30-8:15 am
Continental Breakfast
8:15-10:30 am
General Session
Successful Sales Leadership
Rick Olson,
President, Rick Olson Seminars, Dallas, WI
Make the organizational shift to embrace a sales and service culture
Get the entire CU to buy into the concept
Budget the needed time and finances to get the program up and running
Create an organization where managers coach and employees solve problems
Demonstrate a top down commitment to sales and service
Measure for effectiveness
10:30-10:45 am
Networking Break Enjoy refreshments and network with your peers.
10:45 am-12:00 pm
Townhall / Best Practices Rick Olson, President
Rick Olson
Seminars, Dallas, WI
12:00 pm-1:00 pm
Lunch
1:00pm - 1:30 pm
Vendor Fair
1:30-2:45 pm
Sales
Using Branch Productivity in Credit Union Leadership Glenn Strebe, President/CEO
Air Academy FCU, Colorado Springs, CO Sponsored by
CU Direct Corporation
Identifying productivity measurements for a branch
Develop methodologies to forecast branch staffing levels
Learn how to lead an organization and your staff using a data-based approach
Service/Operations
Identity Theft: The Crime of the Century Ken Otsuka, Senior Risk Management Specialist
CUNA Mutual Group, Prospect Heights, IL
The session will include an overview of identity theft including identity theft statistics
The session will also cover how identity theft is causing losses to credit unions including loan fraud, plastic card fraud and check fraud
Executive Development
Crisis Communication Theory Ty Warren, W3 Communications & Training, Birmingham, AL
The need for a crisis audit
The stages of a crisis and the changing requirements of a response
Strategies for choosing the crisis team
Real world case studies
2:45 pm-3:00 pm
Networking Break Enjoy refreshments and network with your peers.
3:00 pm - 4:15 pm
Sales
Rewards/Recognition - What Motivates our Employees? Tina McMinn, AVP of Branch Services-Administration,
Stanford FCU, Palo Alto, CA
Karen
Intracaso, VP/Lending
Spectrum CU, San Francisco, CA
Dennis Guida, Partner,
Mike Higgins & Associates
What types of incentives, rewards and recognition programs
are offered today
How to make them fun and gain the buy in from employees
Service/Operations
Business Lending a Roadmap to Success Charlie Grossklaus, President/ CEO, Royal CU, Eau Claire, WI
Is it worthwhile for your credit union?
Why get involved?
What does it take?
How do you make it successful?
Executive Development
Crisis Communication Practice Ty Warren, Extreme Arts & Sciences, Birmingham, AL
4:15 pm-5:00 pm
Vendor Fair Take this opportunity to visit with our sponsors
and learn about new products and services.
5:30 pm-6:30 pm
Networking Reception Sponsored by
Harland Enjoy refreshments and a chance to make new contacts, catch up with friends and
exchange ideas and discuss the days presentations.
Hotel information:
3570 Las Vegas Blvd.
Las Vegas, NV 89109
Reservations:
800-634-6661
Room Rate: $159 Single Occupancy
$159 Double Occupancy
plus applicable taxes.
- The 2004 OPSS Conference was outstanding. The speakers were outstanding and I found great value in my time away from the office and home. Within one week of the conference I had made changes to the way we do things to include several of the "Best Practice
· This conference is a great way to meet and network with other Sales and Service Managers and Officials. The presentations are useful and applicable to my job and I always return to my credit union with many great resources.
