Jean-Charles Lagache is the COO of BNP Paribas Personal Finance, one of the leaders in Consumer Finance. He is in charge of the Operational Value Chain which includes Underwriting/Financing, Customer Service, Collections and Operational Efficiency. The transformation of the Operations of BNP Paribas Personal Finance aimed at creating a simple, fast and effortless Customer Experience along the Value Chain. The two main levers of this transformation are Digitalization and Automation. After his position as General Manager of BP2I (the JV between IBM and BNP Paribas), Jean-Charles joined BNP Paribas International Retail Banking and then BNP Paribas Personal Finance.