T HE D ELEGATION HDN Masterclass Estonia 2016 THE DELEGATION - - PDF document

HDN Masterclass Estonia 2016

APEP study program 21-23 June 2016

THE DELEGATION

HDN Masterclass Estonia 2016 Atlantic & Pacific Exchange Program Page 2

THE DELEGATION

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Jan van Baars Managing Board ABN AMRO Retail (Mortgages) Chief Executive Officer ABN AMRO Hypotheken Groep Postbus 1700 3800 BS AMERSFOORT Tel.: +31 (0)33-750 4621 Email: jan.van.baars@aahg.nl Professional career Jan joined ABN AMRO Bank in 1986. After his traineeship, he occupied numerous management positions in the Netherlands and abroad. After holding positions as District Manager and Regional Manager for the southern Netherlands, he was appointed to the managing board of the mortgage division, ABN AMRO Hypothekengroep (AAHG), on January 1, 2007 and as its CEO on July 1, 2008. Since 2014 he also joins the Managing Board Retail

• f ABN AMRO, being responsible for Mortgages.

Organization AAHG (ABN AMRO Hypotheken Groep) was founded in January 2006 by an integration of the mortgages activities of N.V. Bouwfonds Nederlandse Gemeenten and ABN AMRO Bank N.V. In early 2011 AAHG acquired Direktbank, the mortgage subsidiary of Fortis. AAHG possesses far-reaching expertise in the mortgage market, marketing, sales, product development, processing, funding, risk management and legal affairs. It considers integration

• f these activities essential to creating value in the mortgage chain.

AAHG is structured according to the mono-line concept, allowing it to focus entirely on

• mortgages. AAHG successfully places mortgages in the market through its labels ABN AMRO,

Florius and MoneYou. The total portfolio amounts to 150 bn. Jan chairs the supervisory board of HDN (Hypotheken Data Network). HDN is the Dutch mortgage data network and enables secure and validated communications between mortgage banks and distribution organizations (e.g. applications, documentation, offer letter).

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Sibylla Bantema Director AEGON Mortgages AEGON Langemarktstraat 11 8911 AD LEEUWARDEN Tel.: +31 (0)58-244 3131 Email: sbantema@aegon.nl Professional career Since the beginning of 2010, Sibylla holds the position of Director Mortgages of Aegon

• Netherland. Primarily responsible for the processes and the logistics of the mortgage business,

she is also involved in the financing of mortgage business. With annual sales of € 6 billion and a steadily growing portfolio, Aegon has been one of the top 5 lenders in the Dutch residential mortgage market for the last 5 years. In addition to her regular work, Sibylla fulfills several other functions as a directorship at Skydoo, member of the Supervisory Board of HDN and member of the Supervisory Board of De Hoop, a reinsurance company specialized in difficult to insure medical risks. Sibylla Bantema (1971) has a master degree in both Quantitative Economics and Marketing & Market Research, followed by postgraduate studies Finance& Control at the University of Amsterdam and courses at IMD, Duke University and Nijenrode. Her career at AEGON The Netherlands is characterized by the diversity of the various functions and business units, ranging from Finance and Control to HR and Risk. Organization ‘Our purpose is to help people achieve a lifetime of financial security. We're committed to acting responsibly and to creating positive impact for our stakeholders through our business and investment activities. Our ambition is to be a trusted partner for financial solutions at every stage

• f life’.

Aegon is one of the world's leading providers of life insurance, pensions and asset

• management. Aegon's history dates back over 170 years, however Aegon as we know it today

was founded in 1983 following the merger of two Dutch insurance companies, AGO and Ennia. Today, Aegon is one of the top-10 largest insurance companies in the world. Over 28,000 Aegon employees help approximately 30 million customers take responsibility for their financial future. Mid 2015, Aegon managed around EUR 645 billion of own and customers' investments. Aegon operates in over 20 countries in Europe, Asia and the Americas. Our main global brands are Aegon and Transamerica, together with Aegon Asset Management, Blue Square Re and Aegon Direct & Affinity Marketing Services (ADAMS). Listed on the Amsterdam and New York stock exchanges, Aegon has A-level ratings from the three main credit rating agencies.

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Dorine van Basten Director HDN Beheer Hoogoorddreef 5 1101 BA Amsterdam Tel.: +31 (0)6-5182 7722 Email: dvanbasten@hdn.nl Professional career Dorine van Basten has worked in financial services since 1989 with a strong focus on the distribution of mortgages. With broad and practical experience, she’s well-positioned to realize strategic plans. She focuses on the costumers, the people behind the processes (at any level) and communication, which are critical success factors for each project. She started her career as a mortgage and insurance advisor at a branch of Huis & Hypotheek. She was responsible for the growth of this branch from a single office to five regional offices and for the management of these five branches. She worked at the Westland/Utrecht Hypotheekbank for 2 years as a senior mortgage accepter. In 1999 she joined Huis & Hypotheek Nederland as a manager of a new department for training, recruitment and selection. After 2 years she became member of the Management Team of De Hypotheek Shop Centrale Organisatie, were she was responsible for new business and product development, formula management and training. In 2007 she started her own consultancy and project management business (Koot en Van Basten), specialized in market insight development, product innovation and distribution strategies for the mortgage industry. Koot en Van Basten combined ‘high speed’ strategy development with a pragmatic implementation approach. Clients include premium companies like Zwitserleven, SNS, ASR, Obvion, NWWI, Argenta, Van Lanschot Chabot and De

• Hypotheker. Since May 2011 she’s the Director of HDN (Hypotheken Data Netwerk).

Organization HDN, or Dutch Mortgage Network, is an association of mortgage lenders and insurance and credit companies. The goal of HDN is to develop and maintain a technical infrastructure and message scheme for electronic messaging between mortgage lenders, insurance- and credit companies, mortgage advisors en their customers. In 2015 41 mortgage lenders, insurance- and credit companies and about 3.600 mortgage advisory offices in the Netherlands are connected to the HDN network. HDN has a market share of 82% in the mortgage market. In 2015 almost 300.000 mortgage offer requests are being sent over the network. In return, mortgage lenders send back mortgage offers and status information. In 2011 HDN introduced the paperless mortgage, which enables users to process a mortgage without sending documents by mail. Nowadays HDN connects data sources to replace the documents and also supports the mortgage process for existing customers, who want to change their mortgage.

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Christian Dijkhof Director Hypotheek Company Lasondersingel 105 7514 BN ENSCHEDE Tel.: +31 (0)53-480 2402 Email: info@dijkhof.nl Professional career Christian Dijkhof (45) finished his college education in international marketing in 1994. In 1996 he started his own business as an independent insurance-broker. He is also the founder of a national franchise-concept in the mortgage industry; HypotheekCompany. With 100 outlets throughout the Netherlands the company has become one of the leading mortgage experts. Dijkhof is also one of the major shareholders of autosportinsurance.com, an international specialized broker for the insurance of racecars. Furthermore Dijkhof is the chairman of the OvFD, an significant industry association and member of the Supervisory Board HDN (HDN (Mortgages Data Network) is a cooperative non-profit organization. He is the author of "Survival Guide for mortgage brokers", published in 2008. Organization HypotheekCompany is a franchisor in the mortgage industry. The company only works with independent insurance- & mortgage brokers as franchisees. Approximately 100 franchisees provide this concept a nationwide coverage in the Netherlands.

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Wytzejan de Jong Chairman of the Board De Hypothekers Associatie B.V. Postbus 535 3000 AM ROTTERDAM Tel.: +31 (0)10-242 8880 Email: wytzejan.dejong@hypotheker.nl Professional career Wytzejan de Jong (43) is Chief Executive Officer of De Hypothekers Associatie B.V., a franchise

• rganisation in the area of mortgage advice.

De Jong has extensive experience in the financial world. He previously held several senior and executive positions at ABN AMRO, Fortis and Fidelity and acted as Managing Director of the banking and mortgage business of ASR bank. Wytzejan de Jong completed his Master of Science degree in Industrial Engineering and Management Science at the University of Groningen in 1998. Organisation De Hypothekers Associatie is the franchising organisation of De Hypotheker, the largest independent mortgage advice chain in the Netherlands. The franchise has over 170 branches, spread throughout the country. Each day, more than 800 employees ensure that consumers receive mortgage advice that is tailored to their personal financial situation. It is the largest

• rganisation in the Netherlands in selecting, advising and realising mortgages.

De Hypotheker collaborates with almost all major banks, insurance companies and savings and investment institutions in the Netherlands. As a market leader, De Hypotheker ranks number one in customer satisfaction in the financial services industry. The organisation plays a pioneering role in this market and is responsible for the conclusion of several billion euros in mortgages annually.

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Adine Kalff Director Tribe Mortgage Service Kennemerpark 27 2051 KP OVERVEEN Tel.: +31 (0)611 396 140 Email: adine.wempe-kalff@ing.nl Professional Career Adine Wempe (1966) is Director Mortgages ING Domestic Bank since June 2015. After her law studies she joined ING in 1991 and had various positions within Nationale-Nederlanden, Postbank and ING Bank. In her current position she is responsible for all products, processes, and portfolio of ING Mortgages. Her team consists of 150 Customer Journey Experts and IT engineers working together in multidisciplinary squads to create value for customers. In addition, she is responsible for 450 Customer Loyalty Members serving customers and surpass clients expectations. She has 20 years of experience in managing transitions and leading teams, both teams of professionals and major operational departments. She led the Mid- and Back office of Postbank and ING Bank Mortgages in the period 2000-2009. She is a Lean Six Sigma Black Belt and front runner in Lean & Agile working. She led major strategic projects, including the merger of Postbank and ING Bank Mortgages. In recent years she has been working on the digitization of client processes. Presently, her key interest is to contribute to the cultural transformation of ING Domestic Bank from a traditional hierarchical organization to a flexible, highly customizable network

• rganisation. A network organisation with Customer Satisfaction as its ultimate purpose.

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Martin Keegstra Director ROMEO P.O. Box 3098 1620 GB HOORN Tel.: +31 (0)88-766 3800 Email: martin.keegstra@romeofd.nl Professional Career Martin Keegstra (47) is co-owner of ROMEO since the establishment in 2015. ROMEO wants to optimize all financial matters (big or small) of as many people as possible in an innovative, friendly and honest way! Martin is also member of the Supervisory Board of Hypotheken Data Netwerk (HDN) since June 2011. Martin has been involved in the international financial services industry for over 22 years, particularly the intermediary market. Martin has an ICT and Process Management background. After a successful career as process manager in the airline catering industry, Martin started a profitable consumer intermediary organization in the mortgage and insurance industry. Leading such a company in the Dutch market - which then was and still is characterized by strict rules and regulations, and complex processes - Martin learned that the activities in the value chain of mortgages could be carried out in a more efficient and professional way, thus providing the intermediary with a better service. This knowledge and his process management and ICT experience, in combination with a strong entrepreneurial drive, led him to found the packager or so-called ‘service provider’ ‘Welke Financiële Diensten’ (part of Welke Beheer). The company grew and besides Welke Financiële Diensten, Martin also led Welcium (mortgage servicer); De Hypotheekshop (franchise label); Huis & Hypotheek (franchise label); OrganYtel (service- and callcenter); InFact (intermediary). Welke Beheer and Adaxio (part of CMIS Group) joined forces on 23 January 2013. Martin became a member of the Board of Directors of CMIS Group. In 2014 Martin decided to leave this company to make plans for a new challenge. Organization ROMEO has 3 business lines:

• Servicing
• Service providing
• Franchising

At this moment part of ROMEO are MO.servicing and HUISMERK. Both companies grow

• rapidly. In 2016 ROMEO will introduce an innovative franchise label.

HUISMERK is a service organization that services and supports over 50 independent financial

• advisors. HUISMERK provides access to the products of lenders, banks, funders and

insurance companies. HUISMERK provides support in areas of client advice, dossier support, compliance, leads and comprehensive business support. MO.servicing offers front- and mid-office services to lenders, banks, funders and insurance

• companies. MO.servicing offers a multi-lender origination platform where professional and

skilled underwriters work on behalf of and mandated by suppliers to efficiently manage the entire process from application to final approval and passing of the mortgage deed.

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Antoinette Leopold Former COO Mortgages ING Bank Gerard Doulaan 12 1412 JB NAARDEN Tel.: +31 (0)6-53 231 1254 Email: Antoinette.leopold@planet.nl Professional career Antoinette is a Marketing and Client Service professional. The last years she has primarily focused on increasing client-service levels and client satisfaction through digitizing service. Another important area of expertise is Marketing in a changing digital environment. Until recently she worked with ING. She is now a consultant for her own firm. She has been a member of the HDN Board since 2012 and values the commitment of the

• rganization in its ambition to digitize electronic data exchange throughout the mortgage

industry. She lives near Amsterdam with her two children and a dog. Organization ING is a global financial institution with a strong European base, offering banking services to a broad customer base, comprising individuals, families, small businesses, large corporations, institutions and governments. ING employs more than 52.000 people worldwide. ING has designated three distinct categories of markets and developed a strategy accordingly: Market leaders, Challengers and Growth markets. Market Leaders are the Benelux countries (Netherlands, Belgium and Luxembourg) where ING has leading market positions in retail banking and wholesale banking. Challengers are: Germany, Austria, Spain, Italy, France and

• Australia. In challenger markets ING strives to strengthen its market position. Growth markets

are Poland, Turkey, Romania and business units in Asia.

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Ronald Touwslager Chairman of the Board Obvion Postbus 3005 6401 DM HEERLEN Tel.: +31 (0)88-1470 838 Email: ronald.touwslager@obvion.nl Professional career Ronald Touwslager graduated in business administration at the University of Rotterdam and holds a master’s degree in accounting and control from the Olin Business School in St. Louis and a masters degree in controlling from the University of Amsterdam. . Before joining the Rabobank Group in 1997 he worked as sales manager in the ICT industry and was an entrepreneur in the health care industry. In the Rabobank Group he has held different management positions within several local banks as well as with Rabobank Nederland, in the field of control as well as commerce (private banking and retail). As of 2011 he serves as chief executive officer at Obvion, a full subsidiary of Rabobank Nederland. He is also a member of the supervisory board of HDN (Data Network n the mortgage business), a board members of NVHP board (Dutch Society of Mortgage Advisors) and member of the Curatorim of Maastricht University. Organization Obvion is one of the Netherlands largest mortgage originators in the intermediary market, with a total mortgage portfolio of over 30 billion euros. The company is based in Heerlen and employs around 500 enthusiastic professionals. We serve over 200.000 customers and work with over 1.500 ntermediaries. We are proud to have one of the highest net promotor scores in the financial services industry in the Netherlands.

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Burny Verbeek Manager HDN Hoogoorddreef 5 1101 BA Amsterdam Tel.: +31 (0)6-10966873 E-mail: bverbeek@hdn.nl Professional career Burny Verbeek has worked in financial services since 1997 with a strong focus on operations management concerning mortgage products. With broad and practical experience, he’s well- positioned to realize operational plans, based on strategic visions. He focuses on the Customer Excellence. He’s a people manager with a strong drive to operational excellence in secure surroundings. He started his career in as an underwriter for so called “explain” mortgages at NIBC. 2 years later he set up GMAC, a new mortgage lender in de Dutch mortgage market, together with 7

• ther people. He was together with the other entrepeneurs responsible for the growth of the

business up to the top five lenders, with more that 100 employees. In 2008 he joined Welke Financiële Diensten (then the biggest service provider in the Netherlands) as the manager operations of the underwriting department with more than 50

• employees. After 1,5 years he went to Quion the second biggest servicer in the Netherlands.

He was responsible for a key clientteam, doing all activities from mortgage application process up to amortization of the morgtage loan. In 2011 he started at Davinci and was responsible for the operational start-up of Skydoo at

• Davinci. From 2012 forward he’s fulltime manager at HDN and responsible for all operations

activities concerning teh communication standard and platform for communication concerning mortgages between the stakeholders in the different Dutch mortgage market. Organization HDN, or Dutch Mortgage Network, is an association of mortgage lenders and insurance and credit companies. The goal of HDN is to develop and maintain a technical infrastructure and message scheme for electronic messaging between mortage lenders, insurance- and creditcompanies, mortgage advisors en their customers. In 2015 41 mortgage lenders, insurance- and credit companies and about 3.600 mortgage advisory offices in the Netherlands are connected to the HDN network. HDN has a market share of 82% in the mortgage market. In 2015 almost 300.000 mortage offer requests are being sent over the

• network. In return, mortgage lenders send back mortgage offers and status information. In

2011 HDN introduced the paperless mortgage, wich enables users to process a mortgage without sending documents by mail. Nowadays HDN connects datasources to replace the documents and also supports the mortgage process for existing costumers, who want to change their mortgage.

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Lia Rosenbrand Managing Director Atlantic & Pacific Exchange Program ’s-Gravelandseweg 258 3125 BK Schiedam Tel: +31 (0)10-242 4182 Email: lia.rosenbrand@apep.nl Professional career Lia Rosenbrand started her working career with Loyens & Volkmaars tax advisors in Rotterdam, where she worked at the Personnel Department. She subsequently worked as the Executive Assistant to the Chairman of the Board of Leonard Lang (Fiat car-importer) and as the Executive Assistant to the Managing Director of Computer Management Group. In that capacity, she was also responsible for training CMG’s clients. Lia joined the Atlantic & Pacific Exchange Program as Program Officer in 1983, immediately after it was founded. In 1987, she was appointed Vice President of the Atlantic & Pacific Exchange Program, responsible for promotion and the Program's general activities. When the President and Founder of the Atlantic & Pacific Exchange Program stepped down in 1995, she, together with her associate Elaine Springford, was appointed Managing Director of the Program. Organization See following page.

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ATLANTIC & PACIFIC EXCHANGE PROGRAM

A one-of-a-kind organization, the Atlantic & Pacific Exchange Program (APEP) has a specialism that is as unique today as it was when APEP was founded: high-level, on-site international study programs arranged for governments and businesses, either upon request or on an invitation basis. APEP – non-profit, neutral and independent – was established in 1983 with the aim of improving mutual understanding between the Netherlands and the United States by promoting first-hand exchanges of knowledge and opinion. Founded by an American journalist (Bob Williams, who remained APEP's president until his retirement in 1995) and headquartered in Rotterdam, APEP soon expanded its activities to East Asia (mainly China and Japan), Canada, and within Europe. High-quality program content is central to our work. APEP through its network and research identifies the destinations, organizations, persons and sites that best match the program's objectives. Subsequently, we put together a detailed agenda of meetings at the appropriate levels and relevant site visits. To make sure participants have nothing but there meetings and visits to worry about, we arrange everything else, too: the logistics, the accommodations, the meals, and (in the case of programs-upon-request) any additional activities participants may desire, such as guided sightseeing or cultural outings. APEP study programs – for whom and why? In general terms, for those who devise and carry out policies and decisions in the public sector or the private sector. For those in, or on their way to, influential positions within government bodies, businesses, universities, media, and non-profit organizations. For executives, managers, senior civil servants, politicians, academic experts, journalists and high-potentials with a desire for continuing

• education. By allowing them to gather and exchange information, ideas and inspiration with counterparts

and experts abroad, our study programs enhance the quality of policy and decision making. APEP study trips take participants not only across national borders, but typically also across cultural and sectoral boundaries as well as political and hierarchical lines. Often also, our programs let participants cross 'mental borders' – by allowing them to expand their horizons, do away with prejudice, and replace assumptions, hearsay and second-hand information by first-hand knowledge. Tailor-made & thematic programs APEP study trips can be divided in two categories – with a mix of the two possible:

• Tailor-made programs – tailored entirely to the goals and wishes of the organizations requesting them.

Programs of this type are arranged only for APEP Members.

• Thematic programs – for participants of varying (cross-sectoral, cross-disciplinary) backgrounds who

are invited to join based on shared expertise or a shared interest in the program's central theme. Thematic programs are initiated by APEP, sometimes in conjunction with one of its Members, and characteristically bring experts and stakeholders from various backgrounds together in mixed

• delegations. Depending on the program, 'recruitment' of participants is done via targeted invitations,
• pen registration, or a combination of the two.

In addition to great content, APEP study trips offer a prime networking opportunity as participants – whether they be close colleagues or competitors, existing or potential partners, or just strangers with a shared interest – enjoy ample time for informal discussion among themselves, en route to and in between meetings, on planes, buses and trains, over dinner and at the bar.