APS Bank shares colleagues’ expertise at international and local events

1. Marcel Cassar (upper left and center); 2. Scott Lee Holloway (middle and bottom left); 3. Michelle Cardona and Rodney Naudi (top right); 4. Michelle Cardona and Shana Micallef (middle and bottom right).

APS Bank colleagues were recently invited to speak at several notable local and international events, sharing their expertise in key areas including human resources leadership, customer experience, and operational resilience. Some highlights from September and October 2024 included:

• Marcel Cassar, CEO, participated in the panel discussion titled “CEOs in the Spotlight: Expectations from HR Regarding Learning and Development” at the Malta Foundation for Human Resource Development’s (FHRD) annual conference. During the discussion, Mr. Cassar shared valuable insights on talent attraction in the financial services sector, APS Bank’s Training Tuesdays Programme, and the importance of investing in soft skills to cultivate a high-performing and innovative workforce.
• Ray Bonnici, Chief People Officer, participated in a panel discussion on skills required by managers and leaders in today’s business environment. The event was part of the orientation meeting for students registered for the international MBA programme at the University of Malta.
• Rodney Naudi, Head of Operational Resilience, and Michelle Cardona, Senior Operational Resilience Manager, participated in the Tech Runners 2024 event organised by MelaTech. They presented the topic of “Resilience through Recovery: The Last Chapter of a New Book.” Additionally, Ms. Cardona, along with Shana Micallef, Security Governance Manager, contributed to a panel discussion titled “DORA: The Final Countdown” at the BCI World Hybrid Annual Conference. This event was organised by The Business Continuity Institute and held in London, UK.
• Ronald Psaila, Head of Business Solutions, participated in a panel discussion at KPMG’s New Manager Milestone Event. During the discussion, Mr. Psaila shared insights into APS Bank’s experiences collaborating with consultancy organisations. He emphasised the meaning of outstanding customer service for the Bank and  the importance of strong customer and vendor relationships in helping achieve strategic objectives. Additionally, he offered several recommendations for effective leadership in this field.
• Scott Lee Holloway, Senior Customer Experience Manager, was featured on the local podcast ‘Grow Up,’ hosted by Daniel Gatt, where he discussed Customer Experience (CX) in depth. He also delivered a keynote presentation at HR GIG 9, Malta’s first forum dedicated to CX, titled ‘What is CX All About?’ Additionally, Mr. Holloway chaired the judging panel at the European Customer Experience Awards 2024, where he presented awards to the winners. He further represented APS Bank at two international events in Vienna: the Global CX Innovation Summit and the Contact Centre World Summit, where he delivered presentations and moderated discussions on key CX themes such as staff engagement and leveraging customer feedback.

Elaine Calleja, Head of Career Development, commented, “Our colleagues’ participation in these events underscores our commitment to sharing expertise beyond our organisation. Their contributions highlight APS Bank’s role in driving industry dialogue, advancing professional knowledge, and helping shape the future of our sector.”