On September 15, Bart Horsten, Chief Operating Officer (COO) Netherlands at Rabobank, will share his perspective during an exclusive Vision Dinner for COOs and senior operations and innovation leaders. Drawing on his experience leading operations for more than 8 million customers, he will reflect on the challenge of driving efficiency, consistency, and customer impact in a large, highly regulated, service-based organization while continuously simplifying and accelerating delivery.
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
TBA, 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.
Operations today 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-driven environments where processes are the product.
On September 15, Bart Horsten, Chief Operating Officer (COO) Netherlands at Rabobank, will share his perspective during an exclusive Vision Dinner for COOs and senior operations and innovation leaders. Drawing on his experience leading operations for more than 8 million customers, he will reflect on the challenge of driving efficiency, consistency, and customer impact in a large, highly regulated, service-based organization while continuously simplifying and accelerating delivery.
The evening will explore how operations are evolving from task-driven execution to customer-centric value delivery, and what that requires in terms of process design, capabilities, and collaboration. How can we break down silos between operations, IT and commercial teams, and rethinking operations as an integrated, end-to-end system? How can organizations across 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 pay sufficient attention to the future of work for those working in a rapidly transforming operations environment?
Building on lessons from Rabobank’s transformation journey (balancing legacy complexity, rising digital expectations, and constrained IT capacity), the roundtable discussion will focus on what it truly takes to modernize operations at scale in a service-driven context. Are you interested in joining the conversation with fellow COOs and senior operations leaders? Reserve your seat for September 15.
