You're listening to 'Ops Game Changers', the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more — more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results.

In this episode, we are joined by Dan O'Neill, an experienced banking Chief Operating Officer with over two decades transforming operations across some of the world's leading financial institutions in the UK and Australia. Dan shares the leadership philosophy at the heart of his new whitepaper: 'Operations' with a capital O is just a function, but 'operations' with a lower case o is the end-to-end flow of work that runs through every part of the business. And most organizations are only looking at one of them.

Drawing on real stories from his career, Dan explores why performance improvements often stall, why transformation programs fail to materialize, and what it truly means to govern operations as a leadership discipline. Is your organization measuring performance function by function while value stalls in the handoffs between them? Or perhaps you're leading a transformation program and wondering why the results never quite materialize? Then this episode is for you.

Download Dan's whitepaper, Operations Isn't Spelled with a Capital 'O', to go deeper on the ideas explored in this episode. 

Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv.

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