On September 15, Bart Horsten, Chief Operating Officer (COO) Netherlands at Rabobank, will share his vision during an exclusive Vision Dinner for COOs and senior leaders in operations and innovation. Drawing on his experience managing operations for over 8 million customers, he will address the challenge of achieving efficiency, consistency, and customer impact within a large, highly regulated service organization, while simultaneously simplifying processes and accelerating execution.
Leaders in Operations
CPD Points | 2 points
17:30 | Start of program (including presentation, discussion and 3-course dinner)
20:30 | End of formal program, opportunity for informal networking
Language: English
To be determined, Utrecht region
Chief Operating Officer Netherlands
Bart Horsten is Chief Operations Officer Netherlands at Rabobank and is a member of the Retail NL Management Team. Previously he was a.o. responsible for customer services and advise for 8m private clients in the Netherlands. In his current role, he is responsible for all operational activities for both private and business clients in all product domains. Bart plays a central role in the ongoing simplification and digitalization of Rabobank’s Dutch retail organization. With a strong focus on customer centricity and process optimization, he is driving efforts to realize a near-zero touch operations organization.
Today, operations are no longer defined by traditional supply chains, but by complex digital and organizational value chains that must deliver seamless customer outcomes at scale—especially in service environments where the processes themselves are the product.
On September 15, Bart Horsten, Chief Operating Officer (COO) Netherlands at Rabobank, will share his vision during an exclusive Vision Dinner for COOs and senior leaders in operations and innovation. Drawing on his experience managing operations for over 8 million customers, he will reflect on the challenge of achieving efficiency, consistency, and customer impact within a large, highly regulated service organization, while simultaneously simplifying processes and accelerating execution.
The evening will focus on how operations are evolving from task-oriented execution to customer-centric value creation, and what this requires in terms of process design, capabilities, and collaboration. How can we break down silos between operations, IT, and commercial teams and rethink operations as a single integrated end-to-end system? How can organizations across various sectors move closer to “zero-touch” operations by leveraging digitalization, AI, and process mining to simplify and standardize workflows while maintaining flexibility and control? And how do organizations ensure that sufficient attention remains on the future of work for employees in a rapidly transforming operations environment?
Building on the lessons from Rabobank’s transformation—where legacy complexity, increasing digital expectations, and limited IT capacity had to be balanced—the roundtable discussion focuses on what is truly needed to modernize operations at scale within a service context. Are you interested in joining the conversation with fellow COOs and senior operations leaders? Then reserve your spot for September 15.
