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

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 Sobotta, Head of Siemens Global Business Services at Siemens

Christian Sobotta

Head of Siemens Global Business Services
Siemens

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 Rouhiainen, International Author of AI, 101 Things You Must Know Today at Keynote Speaker

Lasse Rouhiainen

International Author of AI, 101 Things You Must Know Today
Keynote Speaker

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 Darabă, Robotics Process Automation Manager at E.ON

Simina Darabă

Robotics Process Automation Manager
E.ON

10:00 am - 11:00 am GBS Interactive Discussion: High impact best practice and troubleshooting in GBS - EY masterclass

Sponsors:
EY
An invite only interactive discussion for those who are responsible for the bottom line of their organisations customer strategies  


Reka Komaromi, Associate Partner at EY

Reka Komaromi

Associate Partner
EY

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 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

11:00 am - 11:30 am Morning Break

Track A: Expanding and Elevating the Scope of Business Services

11:30 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 Yakunin, Head of People and Culture Operations at Philip Morris International

Ivan Yakunin

Head of People and Culture Operations
Philip Morris International

Track A: Expanding and Elevating the Scope of Business Services

12:00 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.
 
Learn how:
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
Matthieu Pasquier, CEO at Societe Generale European Business Services

Matthieu Pasquier

CEO
Societe Generale European Business Services

Track A: Expanding and Elevating the Scope of Business Services

12:30 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.
 
Discussion points:
·         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 Rooij, Finance Transformation AI at TNT

Satu Schroderus de Rooij

Finance Transformation AI
TNT

Gillian Ahluwalia, Finance Director - Business Shared Services at FremantleMedia

Gillian Ahluwalia

Finance Director - Business Shared Services
FremantleMedia

Track B: Future Tech - Analytics

11:30 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.
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 for service excellence
Pete Judd, Finance Transformation Director at Hilton Hotels

Pete Judd

Finance Transformation Director
Hilton Hotels

Track B: Future Tech - Analytics

12:00 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 Meekels, Global Business Services Global Head of Reporting & Data Analytics at Ingram Micro

Ellen Meekels

Global Business Services Global Head of Reporting & Data Analytics
Ingram Micro

Track B: Future Tech - Analytics

12:30 pm - 1:00 pm Masterclass. Drive efficiency and reduce cost: 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

Track C: Culture and Talent

11:30 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 Murer, Operations & Continuous Improvement Director - Shared Services at Honeywell

Monica Murer

Operations & Continuous Improvement Director - Shared Services
Honeywell

Track C: Culture and Talent

12:00 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 Genkina, Change Management Director at SSC of Metal and Mining Holding in Russia

Ekaterina Genkina

Change Management Director
SSC of Metal and Mining Holding in Russia

Track C: Culture and Talent

12:30 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.
 
Learn:
·         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 Suipis, VP Operations and Managing Director at Western Union

Sarunas Suipis

VP Operations and Managing Director
Western Union

Katarzyna Zalewska, Head of GBS at Avon

Katarzyna Zalewska

Head of GBS
Avon

Alena Chvatalova, AR Manager at Gardner Denver

Alena Chvatalova

AR Manager
Gardner Denver

1:00 pm - 2:00 pm Lunch

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.
 
Discussion points:
       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 Judd, Finance Transformation Director at Hilton Hotels

Pete Judd

Finance Transformation Director
Hilton Hotels

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

Davis Aguilar

Partner Operations Lead, Information Business Services
Mondelez

Sergei Holmeckis, Head of Deutsche Telekom Services Europe at Deutsche Telekom

Sergei Holmeckis

Head of Deutsche Telekom Services Europe
Deutsche Telekom

2:30 pm - 2:40 pm Prize Giveaways!


2:40 pm - 2:45 pm Chairs Close & Invitation to 2020!