Main Conference Day 2
8:15 am - 8:45 am Registration and morning coffee
8:45 am - 8:50 am SSOW Europe Opening and Chairperson’s remarks
8:50 am - 9:20 am A Strategy For the 2020s And Beyond – Envisioning Digitally Empowered, Demand Driven Service
In this keynote address, take a look into the future of the Business Services industry. Hear one business services leader’s vision for the DNA of the Business Services Organisation of the future - driving transformation and leveraging technology in an entrepreneurial and market driven spirit, focussing on not just RPA, but a plethora of other new technologies including workflow automation, cognitive computing and data analytics. It is undeniable that Digitalisation and Process Expertise are becoming ever closer, and in this session, hear about how digital services and value-add solutions will add even greater business value and customer satisfaction.
Christian SobottaHead of Siemens Global Business Services
9:20 am - 10:00 am Big Ideas Speaker! Artificial Intelligence and Business – 10 Things You Must Know Today About Our Future
Already, Artificial Intelligence is changing our world in ways that most “ordinary people” fail to imagine. In the not-to-distant future, AI will impact every area of our lives, some in ways we can’t yet predict.
In this closing session for Day One of SSOW Autumn, hear from Lasse Rouhianen, international author and keynote speaker on emerging technologies, about the implications of AI within business.
What are some of the AI resources you should be using now? What are some resources that you should be planning to use within the next year?
Is the hype surrounding AI justified?
Lasse RouhiainenInternational Author of AI, 101 Things You Must Know Today
10:00 am - 10:30 am Humanising Business Growth through Intelligent Automation
In this session, hear from Simina Daraba from E.On about how she has set up E.On’s RPA Centre of Excellence. Discover the successes that her team have realised, and explore the challenges that she has faced when it comes to adoption, training, and developing “Bot Talent”. Learn how E.On is looking to the future as we hurtle towards the ‘20s, and is now looking at embedding chatbots, and other forms of AI into its service offering.
Simina DarabăRobotics Process Automation Manager
10:00 am - 11:00 am GBS Interactive Discussion: High impact best practice and troubleshooting in GBS - EY masterclass
Reka Komaromi Associate Partner EY
Reka Komaromi Associate Partner EY
An invite only interactive discussion for those who are responsible for the bottom line of their organisations customer strategies
Reka KomaromiAssociate Partner
10:30 am - 11:00 am Introducing…Power Weeks at SSO Week!
In this session, hear from Ruchir Verma, Head of Global Services at Zurich, about how the organization has embedded “power weeks” into its operations in order to “hack” specific business problems, and drive deep and sustainable changes in the way they work. Learn how the concept of “change from within” is the central mantra of the SSO, whereby tweaking small behaviours of leaders can have huge impacts on business results and engagement
Ruchir VermaHead of Global Services, Investment Management, and Best Selling Author
11:00 am - 11:30 am Morning Break
Track A: Expanding and Elevating the Scope of Business Services11:30 am - 12:00 pm Case Study: Instilling Ambition within your SSO – Going Beyond the Obvious
In this session, hear from Ivan Yakunin, Head of People and Culture Operations at Philip Morris International (PMI), about how, every day, his organisation is innovating and re-inventing their HR SSC framework. Learn how this organisation, which supports 82K employees globally, looks
at the various touchpoints with the employees, gets insights about their experience, continuously transforms and adopts Business Unit Partnering approach to support the PMI’s business transformation
Ivan YakuninHead of People and Culture Operations
Philip Morris International
Track A: Expanding and Elevating the Scope of Business Services12:00 pm - 12:30 pm 10 Tips to Successful and Sustainable SSC Expansion!
In this session, hear from Thomas Bloeman about his top tips and tricks to successful SSC set-up and expansion, following being an integral part of the set up of Mearsk’s SSC team, and now setting up Panalpina’s GBS function from scratch.
Panalpina’s GBS function is set to double within the next 24 months:
● Establishing culture in a rapidly changing environment
● Maintaining quality of service and BAU operations whilst growing
● Having the right people with you on the journey
Societe Generale European Business Services
Track A: Expanding and Elevating the Scope of Business Services12:30 pm - 1:00 pm Panel Case Studies: Mergers and Acquisitions, How to Harmonise Your Business Services
In this session, hear from SSO and GBS leaders about the impact of M&A on their business services, and how to maintain BAU and service excellence whilst managing internal changes with parent companies.
· What’s the best way to integrate multiple business services organisations?
· How to harmonise different IA strategies?
· Service excellence during post-merger acquisition
Satu Schroderus de RooijFinance Transformation AI
Gillian AhluwaliaFinance Director - Business Shared Services
Track B: Future Tech - Analytics11:30 am - 12:00 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.
- 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 for service excellence
Pete JuddFinance Transformation Director
Track B: Future Tech - Analytics12:00 pm - 12:30 pm Case Study: Starting from Scratch - Compiling Your Data Analytics Strategy
In this session, hear from Ellen about how Ingram Micro have established an enterprise-wide analytics strategy in order to
maximise value to their business. Moving from a point where data was located everywhere within their organisation, learn:
- How Ellen and her team have established governance, data warehouses
- The true value of data
- Key metrics management – productivity and areas for concern.
Ellen MeekelsGlobal Business Services Global Head of Reporting & Data Analytics
Track B: Future Tech - Analytics12:30 pm - 1:00 pm Masterclass. Drive efficiency and reduce cost: 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
Mark BoakesClient Advisory & Strategy
Track C: Culture and Talent11:30 am - 12:00 pm Case Study: Transforming the Quality of Transformation - Beyond Continuous Improvement at Honeywell
Learn how Fortune 100 conglomerate Honeywell is currently on a journey to significantly increase the quality of service it provides, by looking beyond “traditional transformation” methodologies.
Understand HOW they have changed to a more holistic view of change, looking outside the box to focus on innovations, data analytics, and design thinking with the customer in mind, with projects including:
● Operational delivery for HR activities for a customer group of 35,000 employees across 50 countries
● Driving the on-boarding team from an experience standpoint
Monica MurerOperations & Continuous Improvement Director - Shared Services
Track C: Culture and Talent12:00 pm - 12:30 pm Case study: From Resisters to Supporters – The Essential Role of Change Management in Transformation Projects
Hear from Ekaterina Genkina, Change Management Expert with 10 years’ experience in transformation programs realization in roles of Change Management Consulting Practice Leader in Big 4 and Change Management Director in SSC of Metals and Mining Holding, about her top tips for
change management success, and why getting this right needs to be at the heart of your operational strategy. Learn how, though grassroots programmes and understanding the challenges of her stakeholders, she has been able to deliver buy-in, creating a culture of change
management that exists and is championed across the business.
Ekaterina GenkinaChange Management Director
SSC of Metal and Mining Holding in Russia
Track C: Culture and Talent12:30 pm - 1:00 pm Panel Case Studies: Embracing Change! Growing Business Services With a CI Mind-set
There is no BAU within Business Services, but how do you maintain service excellence when there is of seismic transformation occurring within your business?
In this session, hear tips and tricks from individuals with extensive experience managing large-scale change and transformation programmes.
· What would they do differently with the benefit or hindsight
· How to get back on track and cope with “transformation fatigue” within your team
· Adopting an agile mindset – responding to changing project and programme needs
Sarunas SuipisVP Operations and Managing Director
Katarzyna ZalewskaHead of GBS
Alena ChvatalovaAR Manager
1:00 pm - 2:00 pm Lunch
2:00 pm - 2:30 pm Outsourcing and the Future of Business Services
Digital technologies are affecting the way that BPOs are conducting business with their clients. The threat of reshoring is real, and is leading Outsourcers to reconfigure and reimagine their operations.
This panel will explore the trends that are impacting service centres, the most current strategic imperatives for outsourcing, case studies of successful digital transformation with the assistance of BPOs, and where and what the opportunities for growth into 2020 are.
● Captive, outsourced, or hybrid - what is the best TOM for an SSC/GBS?
● How can SSC leaders encourage digital transformation with their outsourced partner?
● Stakeholder management - establishing best practice between your BPO and your customers
Pete JuddFinance Transformation Director
Davis AguilarPartner Operations Lead, Information Business Services
Sergei HolmeckisHead of Deutsche Telekom Services Europe