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

Main Conference Day 1

8:00 am - 8:30 am Registration

8:30 am - 8:45 am SSON Opening Speech & Chair's Welcome

8:45 am - 9:15 am Opening Plenary Session - Johnson & Johnson – Introducing the World’s Healthiest Workforce of the Future

In this inspiring opening keynote address, hear how the 130 year old, largest diversified healthcare company and Fortune 50 organisation is embracing a start-up mentality when it comes to its operations and its people. Discover how J&J Global Business Services has spent the last few years championing health within the workforce, and how, through prioritising the needs of individuals within the organisation and creating a culture of agility and service excellence, Business Services is becoming a truly valued business partner.
Erica Jeffries, Chief of Staff - Worldwide Global Services at Johnson & Johnson

Erica Jeffries

Chief of Staff - Worldwide Global Services
Johnson & Johnson

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. 
Kay Flynn, General Manager - Global Business Solutions/Shared Services at Eli Lilly and Co. - Europe, Asia Pacific & Latin America

Kay Flynn

General Manager - Global Business Solutions/Shared Services
Eli Lilly and Co. - Europe, Asia Pacific & Latin America

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

Frederik Jorgensen, Global Head of Financial Business Services at Allianz

Frederik Jorgensen

Global Head of Financial Business Services
Allianz

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?
        What’s next?
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

Amy Bare, Director of Strategy and Automation, Global Business Services at Kimberly-Clark

Amy Bare

Director of Strategy and Automation, Global Business Services
Kimberly-Clark

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!

10:45 am - 11:15 am Morning Refreshments

11:15 am - 11:45 am Benefits of Blockchain Applications - Fireside Chat

We have all heard the phrase “distributed public ledger” and we have all seen the hype building around Blockchain, and some of us may even be investing in cryptocurrencies, but there still remains widespread confusion about what the potential use cases and impact of distributed ledger technology to businesses.
 
Discussion points:
        How are leading organisations currently experimenting with Blockchain technology? What are the practical applications within Business Services?
        What are the challenges to implementing Blockchain?
        Cutting through the hype – will Blockchain really revolutionise business? What are its limits?

11:45 am - 12:15 pm Invitation-only Masterclass with Blackline: Fed up with a never ending close and ready to embrace change?

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:
  • Create a faster and more efficient close cycle
  • Automate traditionally manual accounting functions
  • Improve the accuracy and timeliness of compliance reporting
  • Add visibility to your close process


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.
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

Christopher Therkelsen, Director - EMEA Sales Order Management & Customer Experience SSC Industrial Group at Gardner Denver

Christopher Therkelsen

Director - EMEA Sales Order Management & Customer Experience SSC Industrial Group
Gardner Denver

Petter Frisell, Business Services Director at PPG Industries

Petter Frisell

Business Services Director
PPG Industries

12:25 pm - 1:25 pm Lunch

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

1:25 pm - 3:05 pm IDG E: Setting up Centres of Excellence

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

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

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

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

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

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

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

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

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

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

3:05 pm - 3:35 pm Invitation-Only Masterclass with Thomas Reuters: Solving the Centralised Statutory Reporting Challenge

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.


Naomi Secor, Global Managing Director at Shared Services & Outsourcing Network (SSON)

Naomi Secor

Global Managing Director
Shared Services & Outsourcing Network (SSON)

Future of Finance

3:15 pm - 3:45 pm Case Study: Fendi’s Fashion 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 Case study: Hilton Hotels Finance Case Study
In this case-study, hear from Pete Judd, Finance Transformation Director for Hilton Hotels, about how Hilton Hotels is transforming its finance function from decentralised teams, into a hybrid model which is utilising SSO and outsourced operations.
 
Learn:
        About how Hilton is adopting a process-led model, and the challenges associated with this
        Adopting next gen tech for maximum return
        Manging outsourcing partners – setting the bar fro service excellence
Pete Judd, Finance Transformation Director at Hilton Hotels

Pete Judd

Finance Transformation Director
Hilton Hotels

Future of Finance

4:15 pm - 4:45 pm Getting A Seat At The Transformation Table
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

HR Transformers

3:15 pm - 3:45 pm Microsoft Human Resources Case Study – People and Analytics
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

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

HR Transformers

4:15 pm - 4:45 pm Next Generation People Services – Tips and Tricks to Transform to Deliver Value
 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 

Automation Adaptors

3:15 pm - 3:45 pm Creating Centres of Excellence within Business Services
In this panel session, hear from three SSO leaders 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

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

Automation Adaptors

4:15 pm - 4:45 pm Intelligent Automation Lessons Learned
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
Andy Helliwell, Government Shared Service Director at Cabinet Office

Andy Helliwell

Government Shared Service Director
Cabinet Office

3:15 pm - 4:45 pm GBS Executive Club

Key topics to be covered:                                                                                                                                                               
        Managing growth in GBS to drive the future of global service excellence
        Scaling for growth: Building a sustainable customer & partner success programme
        Creating a new organisational perception of the GBS organisation
        The next generation of talent development
        The central pillar of Automation and next-gen digital disruption

4:45 pm - 5:15 pm Networking Break

5:15 pm - 5:45 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

5:45 pm - 6:15 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

6:15 pm - 6:30 pm Chairs Close of Day 2 and Invitation to SSOW Party!

6:30 pm - 6:30 pm SSOW Party!