03 - 04 September, 2019
The Nile Ritz-Carlton, Cairo, Egypt

Conference Day Two: Wednesday, 4 September 2019

9:00 am - 10:00 am Registration And Networking

10:00 am - 10:05 am Chairman’s Opening Remarks


10:05 am - 10:30 am INTERNATIONAL CASE STUDY: Putting The Customer At The Heart Of The Organisation: Driving Shared Service Centre Performance Through A Customer-Centric Strategy

Advances in technology and communication, combined with the rapid growth in data has given rise to a more empowered global consumer. This session will demonstrate how a customer-driven approach can transform shared service centers from a mere transactional hub into business value creation centre.

Senior leadership will discuss:
  • Applying the concept of customer experience to shared services
  • Driving End-to-End Process Management for Customer Centric Services
  • Understand how customer centric shared services benefit the company and can transform “overhead” efforts to profitable business endeavours
  • How can predictive analytics be used to crease a better experience for shared service centres
Simona Tiplea, Global Business Services Director at Coca Cola Hellenic

Simona Tiplea

Global Business Services Director
Coca Cola Hellenic

10:30 am - 10:50 am INTERNATIONAL SUCCESS STORY: Power To The People! How ING Empowers Employees And Reduces Administrative Workload For Managers As Part Of Their HR Transformation Strategy

With the purpose of enhancing the employee experience, ING started a global service footprint exercise to identify pain points in the employee journey.

Learn how ING started to work on solutions coupled with advanced technologies such as Workday and supported by their new shared services organisation to simplify, automate and delegate tasks and processes.
Andreas Mayer, COO Global Human Resources / Head of Global People Services at ING

Andreas Mayer

COO Global Human Resources / Head of Global People Services

10:50 am - 11:10 am EXCLUSIVE TECH INSIGHT: Optimising Shared Service Performance Through An Effective Continuous Improvement Program

Many shared service organisations have reached maturity level but in order to maintain effectiveness they must invest in continuous improvement to ensure ongoing enhancement instead of a short term gain.

Senior leadership will discuss:
  • Key steps to drive continuous improvement in shared services
  • Embedding change management and continuous improvement
  • Identifying cutting-edge change management strategies using design thinking and agile management methodologies
  • Mind mapping your organisation to achieve enhanced business outcomes through continuous improvement
Paul Raddon, Head of Operation, Global Services Centers at HSBC

Paul Raddon

Head of Operation, Global Services Centers

11:10 am - 11:50 am Coffee And Networking Break

11:50 am - 12:10 pm EXCLUSIVE TECH INSIGHT: Taking It To The Next Level - Driving Value Creation Through Analytics

In order to achieve streamlined processes, increased customer experiences and cost reduction collecting the data is simply not enough.

There is not a ‘one size fits all’ approach to driving value through analytics. There are various operating models an organisation can adopt when integrating analytics. This session will demonstrate the key strategies to implementing analytics that lead to creating a competitive advantage .

Senior leadership will discuss:
  • Business drivers for leveraging analytics into your shared service operations
  • How analytics can allow you to predict future scenarios and business insights to drive revenue growth, mitigate risks and optimise costs
  • How shared services can drive competitive advantage through advanced analytics


12:10 pm - 12:40 pm INTERNATIONAL/REGIONAL PANEL DISCUSSION: Is Your Talent Ready For Digital? How Digital Labour Is Transforming The Shared Service Delivery Model

As the human component of shared services becomes more focused on analytical and data services rather than transactions, there will be a need to train employees to handle more value-added jobs.

This session will demonstrate the strategic steps to transition your shared service centre as automation becomes the norm.

Senior leadership will discuss:
  • How will the shift to digital labor impact shared services
  • What functions and processes are most suited for automation and offer the greatest potential short and long term benefits?
  • Will your talent management and succession planning practices provide the training and experience necessary to groom the next generation of leaders?
  • Establishing harmony between bots and people

Anil Bhavnani, Director BPO and Digital Transformation - India Site Leader at Pfizer

Anil Bhavnani

Director BPO and Digital Transformation - India Site Leader

Frances Woodworth, Head of Egypt MSI Center and Deputy Site Leader at Orange Business Services

Frances Woodworth

Head of Egypt MSI Center and Deputy Site Leader
Orange Business Services

Kerry Hallard, CEO at Global Sourcing Association

Kerry Hallard

Global Sourcing Association

12:40 pm - 1:10 pm INTERNATIONAL PRESENTATION: Critical Workforce Planning For 2019 And Beyond: A Cohesive Strategy To Attract, Retain And Nurture Next-Generation Leaders

As shared services evolve with technology so does the need to enable, engage and reward talent in innovative ways. This exclusive session will demonstrate effective talent management strategies to nurture the next generation of leaders

Senior leadership will discuss:
  • Effective strategies to motivate, retrain and up skill your shared service talent to keep them on board
  • Building a globalised talent mindset
  • Understanding the millennial mindset – Getting the most from the next generation
Deborah Kops, Industry Influencer and Shared Services Expert at Sourcing Change

Deborah Kops

Industry Influencer and Shared Services Expert
Sourcing Change

1:10 pm - 2:10 pm Lunch And Networking


2:10 pm - 2:30 pm INTERNATIONAL CASE STUDY: The Key To Outsourcing Success? Why Its Critical To Align Vendor Values To Outsource Partners

When selecting a partner, it is always critical to ensure that the values of both parties are aligned. However, post implementation, we continue to see agents with identity crisis. Do they feel more connected to the client they support, or those that pay the bills? Is there anything to gain by instilling deeper client values into outsourced agents?

This session will demonstrate how in Deliveroo’s experience, with the right vision and partnership, it is critical to choose partners that are agile in this perspective.
Cathleen Doorenbosch, Head of Shared Services at Deliveroo

Cathleen Doorenbosch

Head of Shared Services

2:30 pm - 3:00 pm INTERNATIONAL & REGIONAL PANEL DISCUSSION: Measuring The Success Of Your Shared Service Model

A number of organisations find themselves challenging the effectiveness of their existing Shared Service model; questioning whether it could be more effective and if it’s still fit for purpose and delivering value as planned.

Modern Shared Services are no longer seen as being based on the lowest transactional cost. So, how do you adopt the most state-of-art performance measurement tools to ensure your Shared Services’ performance gets measured effectively?

This exclusive session will demonstrate an effective framework to measure the success of your shared service model.

Senior leadership will discuss:
  • Why measuring shared service effectiveness is crucial to ensure increased value and stakeholder buy
  • Highlighting effective performance management and reporting frameworks
  • Key performance indicators you must consider

Frances Woodworth, Head of Egypt MSI Center and Deputy Site Leader at Orange Business Services

Frances Woodworth

Head of Egypt MSI Center and Deputy Site Leader
Orange Business Services

3:00 pm - 3:30 pm REGIONAL FIRESIDE CHAT: The Big Question Closing Keynote: What Does The Future Of Shared Services Look Like In Egypt?

A shared service is an evolving concept. As organisations continue to grapple with the changing effect of technology on customer demand and the way we work and communicate with each other how will this affect the future of shared services?

This exclusive closing panel will bring together experts to share their thoughts on what the future of shared services look like Egypt.

Senior leadership will acknowledge:
  • Examining what the future looks like in shared services and how we will get there from here
  • Beyond the back office functions – expanding the companies scope and scale
  • In the age of transformation: The future of shared services in the light of disruptive technology
Deborah Kops, Industry Influencer and Shared Services Expert at Sourcing Change

Deborah Kops

Industry Influencer and Shared Services Expert
Sourcing Change

3:30 pm - 3:45 pm Coffee and Networking Break

3:45 pm - 5:00 pm The SSON Networking Reception

5:00 pm - 5:00 pm Chairman Closing Remarks And End Of Conference