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

OPTIMISING PROCESSES AND DELIVERING STRATEGIC BUSINESS VALUE

10:05 am - 10:30 am GLOBAL 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
HSBC

10:30 am - 10:50 am FIRESIDE CHAT: The Next Frontier: Taking Shared Service Efficiency To The Next Level With Intelligent Automation

Intelligent process automation (IPA) marks a major leap in the quest to optimise shared services. IPA is the next wave of efficiency that is creating new opportunities for shared service centre leaders.

This exclusive session will explore the benefits of integrating IPA and the key considerations when implementing IPA to drive business growth.

Senior leadership will discuss:
  • The future is intelligent: From concept to success, driving shared services through IPA
  • What are the benefits of IPA implementation beyond cost reduction
  • How to integrate IPA further to enhance business outcomes
  • Leveraging intelligent optimisation to optimise end to end processes
  • RPA vs. IPA – The next frontier
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

Sagar Vaswani, RPA Lead at Majid Al Futtaim

Sagar Vaswani

RPA Lead
Majid Al Futtaim

10:50 am - 11:10 am REGIONAL CASE STUDY: Creating Value in 6 months: How Mars Wrigley set up an SSC in 6 months to service their Middle East & Africa markets


Mohamed Wahdan, Head of Finance Shared Service Center Developing Middle East and Africa at Mars

Mohamed Wahdan

Head of Finance Shared Service Center Developing Middle East and Africa
Mars

11:00 am - 11:10 am SSON Polling

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
Karim Raslan, Director, Global Services at RSA

Karim Raslan

Director, Global Services
RSA

Kerry Hallard, CEO at Global Sourcing Association

Kerry Hallard

CEO
Global Sourcing Association

Radwa Hafez, Country Director Egypt and Middle East & Africa Chief of Staff at Nokia

Radwa Hafez

Country Director Egypt and Middle East & Africa Chief of Staff
Nokia

DRIVING BUSINESS CONTINUITY THROUGH AN EFFECTIVE
TALENT MANAGEMENT PROGRAMME

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

Panelists:
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

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

Anil Bhavnani

Director BPO and Digital Transformation - India Site Leader
Pfizer

Kerry Hallard, CEO at Global Sourcing Association

Kerry Hallard

CEO
Global Sourcing Association

Mark Hentschel, Head of Processes and Steering at Deutsche Telekom Services Europe AG

Mark Hentschel

Head of Processes and Steering
Deutsche Telekom Services Europe AG

12:40 pm - 1:10 pm CASE STUDY: Shared Services and Value Creation in Asset-light Businesses


Abderrahman Benouhoud, Head of Finance at Steering Advisory Dmcc Dubai Branch

Abderrahman Benouhoud

Head of Finance
Steering Advisory Dmcc Dubai Branch

1:10 pm - 1:25 pm SSON Polling

1:25 pm - 2:25 pm Lunch And Networking

DESIGNING NEXT STEPS IN FUTURE PROOFING YOUR SHARED SERVICES CENTERS

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

Panelists:
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

Peter Sexton, Executive – Global Operations Finance at GE MENAT & SSA

Peter Sexton

Executive – Global Operations Finance
GE MENAT & SSA

Steve Rudderham, Head of Global Business Services at AkzoNobel

Steve Rudderham

Head of Global Business Services
AkzoNobel

2:55 pm - 3:25 pm REGIONAL 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
Amani Rabei, Head of VSS Egypt/ Global Head of CARE at Vodafone Shared Services

Amani Rabei

Head of VSS Egypt/ Global Head of CARE
Vodafone Shared Services

Hatem Selim, Head of the Shared Service Center - META Region at Ingram Micro

Hatem Selim

Head of the Shared Service Center - META Region
Ingram Micro

3:30 pm - 3:30 pm Chairman Closing Remarks And End Of Conference