14 - 17 October, 2019 | Grandior Hotel Prague, Prague, Czech Republic

Main Conference Day 1

8:15 am - 9:05 am Registration

Jean Claude de Vera, President, AgileGBS & Former Vice President Global Business Services at LafargeHolcim

Jean Claude de Vera

President, AgileGBS & Former Vice President Global Business Services
LafargeHolcim

9:15 am - 9:45 am Building a Truly customer-Centric GBS

Customer service has become more and more important to Business Services. But when we talk about “the customer”, are we referring to our internal stakeholders, or to the ultimate consumers of our product or service? In this session, understand how the mantra everything starts with the customer” is driving Tesco’s GBS strategy, and is allowing it to truly step beyond the back office, and into the role of strategically valued business partner for the third-largest retailer in the world.
Rob Graham, Group Customer Experience & Operations Director at Tesco

Rob Graham

Group Customer Experience & Operations Director
Tesco

With the wealth of automation solutions available in the marketplace, how should a SSC leader starting out formulate his or her greenfield IA strategy? In this panel session, hear from senior GBS leaders about their different approaches to looking at automation to solve problems and drive value throughout their organisations.
Discussion Points:
  • What comes first, the process improvement or the bot?
  • Achieving scalability - what are the key hurdles to “automation maturity”?
  • How best to set up an automation centre of expertise and to accelerate your internal capabilities?
Ruchir Verma, Head of Global Services, Investment Management, and Best Selling Author at Zurich

Ruchir Verma

Head of Global Services, Investment Management, and Best Selling Author
Zurich

Pawel Kalinowski, Delivery Excellence & Reporting Director at Adidas

Pawel Kalinowski

Delivery Excellence & Reporting Director
Adidas

Krystian Bestry, Chief Executive Officer at Adaptive Group

Krystian Bestry

Chief Executive Officer
Adaptive Group

10:15 am - 10:45 am Demo Drive

SSOW is all about making that critical connection to future proof your Business Services strategy. During this session, you will get the chance to hear from solution providers on a short pitch on their innovative solutions and features and how these can benefit your business service transformation and visions. Listen to 5 pitches and get your card signed by 5 vendors, and be entered into our prize draw!

10:15 am - 10:45 am ABBYY LIVE Demo

10:45 am - 11:15 am Morning Refreshments

According to SSON’s 2019 Survey, 1/3 of global organisations are currently implementing GBS, and within another five years, another 1/3 plan to do so. How can these GBS leaders transform their operations to maximise agility, flexibility, and both the bottom, and the top line?
In this session, hear from GBS leaders who are on the road to GBS maturity. Learn what the catalyst to transform from “SSO” to “GBS” has been, the challenges associated with it, and the tips and tricks to realise the benefits to time and to scale.
 
Discussion points:
        What are the central pillars of any successful GBS strategy?
        What makes a GBS “world-class”?
        Can you have a single, standardised service and personalised service excellence? Is there a trade off?
        What are the key hurdles to GBS success?
        Setting-up and winding down – managing relationships with business units. 
Tony Saldanha, President Transformant, and former VP Global Business Services, Next Generation Services at P&G

Tony Saldanha

President Transformant, and former VP Global Business Services, Next Generation Services
P&G

Geeta Malhotra, Vice President, Head of Global Business Services at Avon

Geeta Malhotra

Vice President, Head of Global Business Services
Avon

Jean Claude de Vera, President at AgileGBS

Jean Claude de Vera

President
AgileGBS

Daniela Vasilescu, Head of Finance Shared Service Centre at Societe Generale

Daniela Vasilescu

Head of Finance Shared Service Centre
Societe Generale

11:45 am - 11:55 am SSON Analytics 2019: What’s in Store for 2020?

Key highlights from SSON’s 2019 State of the Industry Survey. Get an up-close-and-personal view of the seismic changes impacting Shared Services today: COE proliferation; aggressive productivity targets; fewer resources; more results. Join SSON’s Global Digital Editor for a summary of what’s happening in your industry – and where the 2020’s will take us.
Naomi Secor, Global Managing Director at Shared Services & Outsourcing Network (SSON)

Naomi Secor

Global Managing Director
Shared Services & Outsourcing Network (SSON)

11:45 am - 12:25 pm INVITATION ONLY MASTERCLASS WITH BLACKLINE : Fed up with a never ending close and ready to embrace change?

Sponsors:
BlackLine
Join this session if you think it is ridiculous that global shared services are still reliant on spreadsheets to close their accounts!
Tracking, handling and processing hundreds if not thousands of spreadsheets – every month? If you recognise that pain come along to learn how to:
v Create a faster and more efficient close cycle
v Automate traditionally manual accounting functions
v Improve the accuracy and timeliness of compliance reporting
v Add visibility to your close process


David Soukup, Client Partner at BlackLine

David Soukup

Client Partner
BlackLine

Andreja Mrzel, Customer Services Manager at BlackLine

Andreja Mrzel

Customer Services Manager
BlackLine

Robert Kathmann, Finance Transformation Expert - SAP Solutions at BlackLine

Robert Kathmann

Finance Transformation Expert - SAP Solutions
BlackLine


Despite all the talk of RPA, of intelligent automation, and of “bots stealing our jobs”, the SSO industry has matured. Automation is now broadly recognised as enabling the human workforce to step away from manual, mundane tasks and to add real value to businesses. But in competitive markets with widening skills gaps, what can companies do to foster and engage digital, committed talent?
 
Discussion Points:
        Attracting and retaining key talent
        The importance of creating a culture of loyalty to create the digital workforce of the future
        Creating the workplace of the future – encouraging cross-generational collaboration
Sagarika Mohapatra, Director - CDS Operations, Hungary & GBS Site Lead at BT Group

Sagarika Mohapatra

Director - CDS Operations, Hungary & GBS Site Lead
BT Group

Petter Frisell, Business Services Director at PPG Industries

Petter Frisell

Business Services Director
PPG Industries

Davis Aguilar, Partner Operations Lead, Information Business Services at Mondelez

Davis Aguilar

Partner Operations Lead, Information Business Services
Mondelez

12:25 pm - 1:30 pm Lunch

12:55 pm - 1:25 pm Celonis Masterclass: Your journey to frictionless finance with process mining...transforming the finance function - from buzzword to reality

Sponsors:
Celonis
The era of digital opportunity is here, and it is the responsibility of finance leaders to enable their department and the larger organisation to run agile, frictionless operations. But only 5% of them say
they are seeing substantial ROI from their investments in digitisation and automation. So how do you approach this critical challenge? How do you create operational fluidity to drive improvements in your finance operations? Where do you start? And how can you ensure your efforts will actually deliver specific measurable improvements, such as increased working capital, faster financial operations cycle times, or lower DSO? Join Celonis, to find out how you can not only identify the friction points in your financial operations, but also how to take action to eliminate these friction points and deliver quantified value for the business. Hear how leading organisations have established finance as a trusted partner to the business by developing a high-performance superfluid operations.


1:25 pm - 3:05 pm IDG A: Change Management - Cope with Transformation Execution Challenges and Drive Through Your Agenda

Amanda McFeeters, Delivery Director at Cabinet Office

Amanda McFeeters

Delivery Director
Cabinet Office

1:25 pm - 3:05 pm IDG B: Expanding the Scope of Business Services

Sponsors:
EY


Dagmar Svobodova, Finance & RPA Manager at EY

Dagmar Svobodova

Finance & RPA Manager
EY

Tjeed de Waard, Manager, Advisory Services at EY

Tjeed de Waard

Manager, Advisory Services
EY

1:25 pm - 3:05 pm IDG C: Creating a Culture of Continuous Improvement and Constant Value Add

Geeta Malhotra, Vice President, Head of Global Business Services at Avon

Geeta Malhotra

Vice President, Head of Global Business Services
Avon

1:25 pm - 3:05 pm IDG D: RPA Is One Part Of The Puzzle Of Digitalisation - What Are The Others?

Sponsors:
HighRadius


Gwyn Roberts, Vice President, EMEA at High Radius

Gwyn Roberts

Vice President, EMEA
High Radius

Daniel Chapman, AVP Strategic Accounts at HighRadius

Daniel Chapman

AVP Strategic Accounts
HighRadius

Jean Claude de Vera, President, AgileGBS & Former Vice President Global Business Services at LafargeHolcim

Jean Claude de Vera

President, AgileGBS & Former Vice President Global Business Services
LafargeHolcim

1:25 pm - 3:05 pm IDG F: Finance Process Automation in Business Services Where to start

Sponsors:
Tungsten Network


Luke Macfarlane, EMEA Sales Director at Tungsten Network

Luke Macfarlane

EMEA Sales Director
Tungsten Network

Sam Purches, Pre-sales Manager at Tungsten Network

Sam Purches

Pre-sales Manager
Tungsten Network

1:25 pm - 3:05 pm IDG G: Automation vs Roboticisation…knowing what form of digital will best enhance your operations

Sponsors:
NEOOPS


Jan Rapala, Managing Director at Neoops

Jan Rapala

Managing Director
Neoops

Zdenek Kabatek, Head of Professional Services Team at NEOOPS

Zdenek Kabatek

Head of Professional Services Team
NEOOPS

1:25 pm - 3:05 pm IDG H: Automating your Human Resources Service - Establishing Harmony between Bots and People

Sponsors:
Proservartner


Rakesh Sangani, Managing Partner, Finance Transformation, Shared Services and Outsourcing at Proservartner

Rakesh Sangani

Managing Partner, Finance Transformation, Shared Services and Outsourcing
Proservartner

1:25 pm - 3:05 pm IDG I: Procure-to-Pay Process Excellence

Sponsors:
Celonis


Mohamed Karous

Data Scientist
Celonis

1:25 pm - 3:05 pm IDG J: Customer Centric Service - Manage and Delight Your

Rob Graham, Group Customer Experience & Operations Director at Tesco

Rob Graham

Group Customer Experience & Operations Director
Tesco

1:25 pm - 3:05 pm IDG K: Workplace Discussions - Creating Exceptional, Inspirational Places of Work to Drive Productivity

The LEGO® SERIOUS PLAY® methodology is an innovative process designed to enhance innovation and business performance. Based on research which shows that this kind of hands-on,
minds-on approach produces a deeper, more meaningful understanding of the world and its possibilities, the LEGO® SERIOUS PLAY® methodology deepens the reflection process and
supports an effective dialogue – for everyone in the organization.
 
Each group of participants will be given a pile of LEGO bricks. The facilitator will lead the building session towards an abstract target (e.g. to build a vision for their company, to create a model of functional
organisation setup or to describe a horror-like teammate etc.), and the group will fulfill the target by building a model/scenery from the LEGO together, which will represent their common opinion or solution, and also united outcome which
they will then share.
 

 

Ondrey Novotny

LCI Business Partner, Business Service Operations
LEGO

1:25 pm - 3:05 pm IDG L: Artificial Intelligence in Business Services...Reimagining the Boundaries

Reijo Torpo, Sales Executive at AICO

Reijo Torpo

Sales Executive
AICO

Group 13

Future of Finance

3:15 pm - 3:45 pm Case Study: A Fashion Finance Revolution
Ninety year old luxury fashion brand Fendi has, in the past few years, needed to transform its C20th legacy systems and processes in order to set itself up for the future.
 
In this session:
        Transformation from tradition - getting the buy-in to change
        Leveraging technology, bot and AI to create the future of finance
        Transforming mindsets - training and development
Matteo Lo Duca, Finance Shared Services Director at Fendi

Matteo Lo Duca

Finance Shared Services Director
Fendi

Future of Finance

3:45 pm - 4:15 pm Unleashing the value of AI for finance teams
Sponsors:
Rimilia
What does AI really mean for finance teams and how can organisations effectively make the shift into this new era?  On stage Credit Professional Brian Morgan - Rimilia, and creator of the first CICM Centre of Excellence in the UK will interview Rahul Malhotra - Avis Budget Group, as they chat about his AI transformation journey.  Hear the compelling business case for embracing AI, the do and don’ts for a successful project and the impact Avis now enjoy as a result.  Also hear why future proofing their organisation by harnessing AI helps to further improve their Order to Cash process.  Not to be missed!


Rahul  Malhotra, Head of Service Delivery  at Avis Budget Group BSC (Hungary)

Rahul Malhotra

Head of Service Delivery
Avis Budget Group BSC (Hungary)

Brian Morgan, Credit Professional at Rimilia

Brian Morgan

Credit Professional
Rimilia

In this panel session, hear how multinational organisations are developing their Finance SSOs, expanding operations and showcasing value to the wider organisation
 
Discover:
        Setting up centres of excellence for Finance RPA processes
        The challenges with adopting a GBS model within finance
        Proving value- how to get senior-level buy-in…from provider to partner
Pavel Lakatos, Head of Global Controlling Shared Services at Siemens

Pavel Lakatos

Head of Global Controlling Shared Services
Siemens

Anna Dineva, Head of Global Finance Services at Experian

Anna Dineva

Head of Global Finance Services
Experian

. .

VP, Head of Global Process Solutions
Luxury Fashion Company

In this session, hear how Microsoft have implemented a global HR shared services strategy, managing large-scale multi-cultural teams and establishing sustainable delivery centres which contribute towards excellent employee experience.
 
Discover how shared services is supporting Microsoft’s HR mission through provision of services and assisted support to 120K employees, and the critical role that data is playing in assisted support delivery.
 
Discover:
·         The role of tech in the HR SSC of the future
·         The essential role of culture and customer-focussed KPIs
·         How the role of data can lead to sustainable long term results and is implementing business strategy
Phil Gillingham, Senior Director HR Service Delivery at Microsoft

Phil Gillingham

Senior Director HR Service Delivery
Microsoft

Craig Foster, HR Service Centre Lead, Europe at Microsoft

Craig Foster

HR Service Centre Lead, Europe
Microsoft

Oren Elisha, AI Research Scientist and Incubation Manager at Microsoft

Oren Elisha

AI Research Scientist and Incubation Manager
Microsoft

HR Transformers

3:45 pm - 4:15 pm Case study: Constructing Business Partner Models for Business Services at ING
Join this session to discover how €17BN turnover bank ING is drastically overhauling its global HR organisation. Learn how this listed company which has grown considerably through acquisition,  is moving towards a “One HR” model, with harmonised systems and processes in order to deliver top-tier employee experience.
 
Discover how:
·         People Services is supporting and accelerating the wider business transformation
·         To manage a business services  programme with multiple elements, whilst not conceding on service
·         How data ownership and next gen tech is being used to enhance EE
Stefan Hoffmann, Global Head of People Services Transformation at ING

Stefan Hoffmann

Global Head of People Services Transformation
ING

 In this panel session made up of HR GBS and People Services leaders, hear about how leading organisations are moving up the value curve in order to better support their business.
 
Discussion points:
·         From transactional to value-add…proving your value and moving up the service curve
·         Embracing self-service, chatbots and artificial intelligence
·         Advanced service offering – hiring the right people for your advanced operations 
Ivan Yakunin, Head of People and Culture Operations at Philip Morris International

Ivan Yakunin

Head of People and Culture Operations
Philip Morris International

Balint Basco, HR Shared Services and Payroll at Johnson Controls

Balint Basco

HR Shared Services and Payroll
Johnson Controls

Rakesh Sangani, Managing Partner, Finance Transformation, Shared Services and Outsourcing at Proservartner

Rakesh Sangani

Managing Partner, Finance Transformation, Shared Services and Outsourcing
Proservartner

Automation Adaptors

3:15 pm - 3:45 pm Creating Centres of Excellence within Business Services
In this interactive session, hear from a FTSE 100 GBS leader about how they have set up SSO Centres of Excellence.
 
Discussion Points:
  • Retraining staff into Bot/Data Analytics centre of excellence staff
  • Keeping Centres of Excellence “excelling” – how to deal with high attrition and “poaching” of your most valuable staff
  • Expanding your CoE – proving your value
Salvatore Russo, GBS Strategy Director at AstraZeneca

Salvatore Russo

GBS Strategy Director
AstraZeneca

Automation Adaptors

3:45 pm - 4:15 pm Case Study: Implementation at Scale!
In this session, hear about how one organisation is utilising RPA and other technologies in order to leverage costs, but also prove strategic value to its business through massively increased productivity. Learn how their RPA programme has been responsible for delivering hundred of thousands of hours saved in 2019, and how this number is set to increase significantly in 2020.
 
Learn:
        How to identify the right staff to upskill
        How to navigate the technology landscape
        The common pitfalls associated with implementation
Sarunas Suipis, VP Operations and Managing Director at Western Union

Sarunas Suipis

VP Operations and Managing Director
Western Union

In this panel session, hear from four automation experts about their lessons learned on their automation journey. What delivered results, what were the unforeseen obstacles they didn’t anticipate, and what, given the benefit of hindsight, would they do differently if they were given a time machine?
 
Discussion points:
        Should you use RPA as a “sticking plaster” or standardise and streamline your processes first?
        Bot down! How to respond to automation problems
        Setting up centres of excellence – how to tackle “automation fear” and successfully retrain your team
Amanda McFeeters, Delivery Director at Cabinet Office

Amanda McFeeters

Delivery Director
Cabinet Office

Tomasz Lopuchowicz, GBS Automation Team Leader at VELUX

Tomasz Lopuchowicz

GBS Automation Team Leader
VELUX

Adam Kiwalski, Head Business Shared Services (SSC) at Siemens AG

Adam Kiwalski

Head Business Shared Services (SSC)
Siemens AG

GBS Executive Club

3:10 pm - 4:50 pm INVITATION ONLY: GBS Executive Club
Sponsors:
EY
Limited to 20 VP level participants within Global Business Services
 
This is a boardroom learning opportunity designed for VP level and above to seek peer-led, high impact best practices from the likes of Chief Global Business Services Officers who are responsible for the bottom line of their organisations’ customer strategies.
 


Reka Komaromi, Associate Partner at EY

Reka Komaromi

Associate Partner
EY

Dagmar Svobodova, Finance & RPA Manager at EY

Dagmar Svobodova

Finance & RPA Manager
EY

Tjeed de Waard, Manager, Advisory Services at EY

Tjeed de Waard

Manager, Advisory Services
EY

3:10 pm - 3:40 pm Invitation-Only Masterclass with Thomson Reuters: Solving the Centralised Statutory Reporting Challenge

Sponsors:
Thomson Reuters
Many businesses are looking to drive efficiency and reduce cost in their statutory reporting process through centralisation and standardisation.
However, there are some major challenges to overcome including a lack of country specific knowledge and local language requirements.
Join us to hear first-hand how these challenges were overcome by a large MNC in their global business. Mark Boakes, former Program Manager, Statutory Consolidation & Reporting at GE will talk you through how the successful deployment of ONESOURCE Statutory Reporting across 46 countries enabled the successful filing of over 500 entities in the first year, driving cost savings through the business.
In this interactive session, come and discuss your challenges with the experts from Thomson Reuters, network with your peers and get the latest information on what we are hearing from the market about the drivers for transformation.


Mark Boakes, Client Advisory & Strategy at Thomson Reuters

Mark Boakes

Client Advisory & Strategy
Thomson Reuters

4:50 pm - 5:20 pm Networking Break

5:20 pm - 5:50 pm Lessons in Automation Transformation From the UK's Largest Employer

The National Health Service employs 1.5 million people in the UK, and is the fifth-largest employer in the world. In this session, hear how this vast public sector organisation is transforming in order to deliver a better service to its business, to ultimately save more lives and deliver better care to millions of vulnerable children and adults. Learn how the NHS is reaching RPA maturity and advancing at scale, with an aim to have over 400 processes run by robots by the end of 2019. Discover how they are stepping up into AI technology, and are exploring the potential implications of machine learning and chatbots for the service centre of the future.
Stephen Sutcliffe, Director of Finance & Accounting at NHS Shared Business Services

Stephen Sutcliffe

Director of Finance & Accounting
NHS Shared Business Services

5:50 pm - 6:20 pm Big Ideas Speaker! 10 Reasons Business Transformations Fail - And What you Can Do About It!

In this engaging and entertaining keynote from Industry Heavyweight and Transformation expert Tony Saldanha, hear how to avoid the 10 reasons business transformation programmes typically fail. Learn how it is often tactical issues, such as a lack of time, clarity, and resource, which typically get in the way of leaders attempting to implement change, and how to tackle this within your own organisation.
 
        How to get the buy in from the right people for your digital transformation
        What to do when things aren’t going to plan – getting the programme back on track
        Review the real-life success stories of 10X digital transformations in SSCs
Tony Saldanha, President Transformant, and former VP Global Business Services, Next Generation Services at P&G

Tony Saldanha

President Transformant, and former VP Global Business Services, Next Generation Services
P&G

6:20 pm - 6:35 pm Chairs Close of Day 2 and Invitation to SSOW Party!

6:30 pm - 8:30 pm SSOW Party at Carlo IV, and exclusive Tony Saldana book signing with HighRadius

At Carlo IV, The Dedica Anthology, Autograph Collection

Exclusive Tony Saldana book signing, hosted by HighRadius