WELCOME TO CAPACITY25 RECAP!
The pace of change isn’t slowing down – it’s accelerating. Transformation is no longer something that happens to operations; it’s something that must happen through them. The time has come for operations to step forward, take the lead, and drive change from the inside out. This is the moment for Ops Transformers, the leaders who don’t just adapt, but shape the future of how their organizations work, think, and deliver.
At Capacity25, we explored what’s possible when data, AI, and human ingenuity come together to power transformation. We heard from customers who have reimagined what operations can achieve, demonstrating how transformation succeeds when Ops leads from the front and how fast, accurate decision-making is redefining performance.
This is your time! To reimagine, reinvent, and realize transformation. Not as a mandate, but as a mission. We hope you enjoy the highlights!
Highlights
From Toronto to London to Melbourne, Capacity25 brought transformation to life. Catch the energy, insights, and inspiration again, and watch the highlights from each event.
keynotes
Three incredible voices. Three unique perspectives. Our Capacity25 keynote speakers inspired audiences in Toronto, London, and Melbourne with bold ideas, real stories, and practical lessons on leading transformation. They highlighted how data, leadership, and performance come together to drive meaningful change.
TORONTO
Leveraging data in ops to turbocharge transformation
Join Nozizwe Tshabuse, Managing Executive of Personal and Private Banking – Operations, Collections, and Recoveries at Nedbank, as she shares how harnessing data in operations has been critical to the bank’s transformation, and what you can learn from their journey. As one of Africa’s largest banks, Nedbank is now #1 in customer experience, with major efficiency gains and a lower cost-to-income ratio.
In this keynote, Nozizwe highlights the next phase of change, showing how AI and hyperautomation are shaping the future and the pivotal role operations plays in driving transformation.
LONDON
Modernizing operations to support digital transformation
Join Dan O’Neill, General Manager of Customer Service Ops at ANZ, as he explains how operations are modernising to drive the bank’s digital transformation agenda. ANZ is shaping the “bank of the future” through innovative propositions, resilient services, and an adaptable workforce, supported by technology and data investments.
In this keynote, Dan takes you through ANZ’s transformation journey, sharing practical insights, lessons learned, and the challenges to navigate for successful, operations-led change.
MELBOURNE
An operational culture that delivers exceptional client experience
Join Catherine Thrasher as she explores how CIBC Mellon has leveraged data in operations to create a culture of exceptional client experience. With over $3 trillion in assets under administration, CIBC Mellon has continually evolved to meet the demands of a changing industry.
In this session, Catherine shares CIBC Mellon’s transformation journey, highlighting the strategies that drove their success and the lessons learned along the way. A must-watch for anyone looking to see data-driven transformation in action.
product showcase
The Awesome Product Hour! Discover how ActiveOps is enabling operations-led transformation through innovative product development. By combining our data-driven approach, AI, and Enlighten capabilities, we are building a platform that will be the cornerstone of your transformation initiatives. Explore our latest product features and see how big change comes in small but mighty packages. Learn how to: Choose wisely, Release potential, Protect impact with our Decision Intelligence platform and Transform with Confidence.
SPOTLIGHT ON ENLIGHTEN CUSTOMERS
We were delighted to be joined on stage by Enlighten customers and colleagues to share their success stories and insights. Discover real-world examples of how organizations are using operations data to drive continuous improvement, process change, and better business outcomes.
TORONTO
Using operations data to drive continuous improvement & process change
Join Ariana Pele and Ashley Smith from Sun Life as they share how their teams have turned operational data into actionable insights. Learn how they’ve improved processes, boosted efficiency, and fostered a culture of collaboration and continuous improvement to achieve meaningful business results.
MELBOURNE
Using operations data to drive continuous improvement & process change
In this session, Helen Mackay from Enlighten hosted Michelle Reinisch (AMP Bank), Kaushika Shah (Police Bank), and Malcolm Pascoe (Peoplecare) as they shared how their organizations are using Enlighten to drive operational improvements and sustain change. They highlighted how data, automation, and a strong team culture have helped streamline processes, improve compliance, and deliver better outcomes for employees and customers.
Driving Transformation from the Top
Hear from industry experts on how boards are approaching transformation, the role of data and AI, and the decisions that shape successful change. These sessions explore the challenges, priorities, and opportunities ops leaders face.
TORONTO
Exploring the usage of data, AI and advanced analytics to navigate digitalization
In this session, Spencer O’Leary spoke with Brian Watson (Inspira Financial), Jeremy Hulme (CIBC Mellon), and John Gallagher (Scotiabank) on how organizations are harnessing data and AI to transform processes and decision-making. They explored the urgency for ops leaders to get it right, balancing automation with human oversight, managing risks and opportunities, and sharing cross-industry insights from their experiences.
MELBOURNE
Transformation with Impact – a board’s view
In this session, Anna Itsiopoulos spoke with Lara Bourguignon, CEO of Entregar Partners, about how boards are viewing operations and transformation in a new light. Lara shared insights on how operations leaders can use data to influence strategy, deliver compliant and efficient services, and drive change, while highlighting the key factors that make transformation successful from a board’s perspective.
more stories
At the heart of ActiveOps is an army of raving fans. Our customers. For every customer, there is a story of MORE. The outcomes achieved, the anecdotal praise, the real savings, and productivity gains. A few of our customers took to the stage at Capacity25 to share their MORE stories with us.
LONDON
SS&C: Managing global resources – humans and bots
In this session Gemma Carter, SS&C shared how the company is transforming global operations by balancing human and digital workforces. She discussed SS&C’s journey with ActiveOps, the creation of a Centre of Excellence, and how automation and AI are driving smarter, data-led decisions across regions.
MELBOURNE
Bendigo Bank: Leveraging Decision Intelligence to drive transformation and big results
In this session, Bhavesh Vaghela spoke with Paul Jamieson, General Manager of Operational Excellence at Bendigo Bank, about how the bank is using Decision Intelligence to drive transformation. Paul shared Bendigo’s journey, highlighting initiatives that have strengthened leadership, improved productivity, and embedded a culture of continuous improvement.
LONDON
Nedbank: Leveraging Decision Intelligence to drive process automation
In this session, Sarah Essop (Singh) spoke with Brinsley Du Plessis from Nedbank about how the bank is using Decision Intelligence to power its transformation journey. Brinsley shared how consistent data, the Pareto reports from Control IQ, and a culture of insight-driven decisions have helped eliminate millions of minutes of inefficiency, improve customer experience, and lay the foundation for the next wave of automation and AI innovation.
TORONTO
MORE3: Delivering Long-Term, Sustained Business Impact
In this session, Joy Santosh spoke with finalists from the North America region of the More3 ActiveOps Awards category — Jasmine Primi (NBC), Gary Johnson (TD Bank), Sarah Wong (CIBC), and Pat Glennon (SS&C) — as they shared how years of continuous improvement and data-led decision-making have driven measurable business outcomes and lasting transformation within their operations.
LONDON
MORE3: Delivering Long-Term, Sustained Business Impact
This panel brought together finalists of the More3 ActiveOps Awards category in EMEIA, Ben McManus (Fidelity International), Ben Law (SS&C), Mary Dunne (Bank of Ireland), and Dominik Bieniak (mBank) and was moderated by Sarah Heighton (Absa) who also represented her organisation as a finalist. The group discussed how they’ve sustained operational excellence over time, sharing lessons on maintaining momentum, scaling improvements, and turning insight into consistent business impact.
MELBOURNE
MORE3: Delivering Long-Term, Sustained Business Impact
Hosted by Rosalie Spies, finalists of the More3 ActiveOps Awards category Catherine De Costa (DXC), Kristy-Leigh Clark (Land Services SA), Bianca Paine (NAB), and Kamalanathan Ramoo (AIA Shared Services) explored what it takes to deliver ongoing transformation. They reflected on how focus, adaptability, and data discipline help build operations that continue to perform and evolve year after year.
OPS GAME CHANGERS
In our Ops Game Changers podcast, we share real-life stories from remarkable leaders transforming the world of service operations. We invited these ops game changers on the stage at Capacity25 to explore some of their key challenges, and share inspiring stories on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results.
TORONTO
National Bank of Canada: Future fit operations with people at the heart and customers at the core
In this live Ops Game Changers session, Lesley Lawrence spoke with Jacinthe Sylvain, Jasmine Primi, and Philippe Bourgeois from National Bank of Canada about how they’re reimagining operations to stay future-ready—blending culture, data, and technology to empower their people, enhance employee experience, and deliver exceptional outcomes for customers.
LONDON
Starling Bank: Can you really transform without ops?
In this fireside chat with Tanya Edwards, Felim O’Donnell shared Starling Bank’s transformation journey—showing how operations can lead change, not just support it. From empowering teams and strengthening culture to using data and AI to manage risk, Felim explored how Starling is shaping the future of operations through innovation, insight, and impact.
try for good
We were proud to sponsor GB7s and, through our Try For Good initiative, partner with them to support local charities. At Capacity25, we invited special guests on stage to share their stories and the impact of this collaboration, demonstrating how sport can create positive change in communities around the world.
TORONTO
Justice Rugby
Join Bhavesh Vaghela in conversation with Stuart Hurst, President of Justice Rugby, as they explore how sport is transforming the lives of underprivileged youth. Stuart shares the story of founding Justice Rugby and the impact of the Try for Good initiative with ActiveOps and the GB7s team during the LA tournament and beyond.
LONDON
VUSA Rugby and Learning Academy
In this session, Bhavesh Vaghela spoke with Nikki Matthews, COO of VUSA Rugby and Learning Academy, about how sport and education are empowering underprivileged children in Cape Town. Nikki highlights VUSA’s journey, its impact on young lives, and the support provided through the Try for Good initiative with ActiveOps.
MELBOURNE
RUGBYWA
Bhavesh Vaghela sat down with Liz Fotiou and Dane Lazarus from RugbyWA to discuss how their All Abilities programme is creating opportunities for youths and young adults with mental or physical disabilities in Western Australia. They shared RugbyWA’s journey, the difference it has made, and the role of ActiveOps’ Try for Good initiative in supporting the program.
CELEBRATING OPS TRANSFORMERS
We celebrated the finalists and winners of the ActiveOps Awards 2025, honoring the Harmonizers, Automators, Illuminators, and Modernists driving smarter, faster, and more efficient operations. A night to shine a spotlight on the people transforming service operations!
Are you an early bird?
Be among the first to register for Capacity26!
We’re already hard at work planning for Capacity26—the ActiveOps annual conference for Operations Professionals in Banking, Insurance, Healthcare, and BPS. If you’d like to attend, please register your interest now!
