1. Information Flow More than Paperwork Session Sponsor

2. Topic for Discussion The scope of compliance has grown far beyond reviewing paperwork. What are CCOs doing to cope with increases in regulatory burden? As these demands have grown, – what gaps exist in legacy compliance processes, – where are we now in addressing major CCO concerns, – what would we ideally be doing in the future to best manage it all?

3. Panel Members Speakers Mary Andrews Manager, Policy Regulation & Programs, Manulife Securities Paige Wadden Head of Compliance, Worldsource Wealth Management Moderator Daniel Clarke

4. Legacy out of Necessity “What gaps exist in legacy compliance processes? “

5. Creeping Structural Changes Inability to leverage information into business intelligence; Difficult to share or move information across departments; Change management cumbersome and inconsistent

6. Creeping Structural Changes “A Person for Every Hole” A Department for every function A Policy for every requirement A Procedure for every Task A Process for every function Reactive NOT Proactive

7. Beyond the “Tick in the Box” Policies, Procedures & Processes Time to take a broader more strategic approach Surveillance & Audit Time to break down the silos

8. Key Starting Points Policies and Procedures Policies, Procedures & Processes Separate or combined manuals Audits & Complaint Handling Know your client Know your advisor Know your branch

9. Hearts and Minds Audits & Complaint Handling Shifting internal mindsets Changing roles Changing functions Policies & Procedures Know your audience How it impacts how the documents are structured

10. Templates & Tools Audits & Complaint Handling Collection Reporting Storage & Retrieval Policies and Procedures Templates Vocabulary Testing & Training

11. Summary A “Tick in the Box” only solves the regulatory challenge. Need awareness of multiple audiences CCO’s need to take a more holistic view of the organization given the broader impact of compliance across multiple departments Compliance information comes from many parts of the organization, you need policies, procedures and processes to ensure information is available where and when it is needed.

12. Summary A holistic view of “Risk Management” requires a view of information from the Client, the Advisor and the Branch… KYC now includes KYA and KYB Technology can assist in creating synergies between otherwise disparate activities. Policies, Procedures and Processes are “living documents” within a “living system” and you need a formal on-going process if you are going to leverage these documents to get the most out of the investments you make in them.

13. Role of Technology Enterprise Risk Management Enterprise Content Management BPM (Business Process Management) CRM (Customer Relationship Management) Big Data

14. Questions Thank You!! Mary Andrews Manager, Policy Regulation & Programs, Manulife Securities Paige Wadden Head of Compliance, Worldsource Wealth Management