The Must-Attend Shared Services and Outsourcing Event in MENA

08 - 10 December, 2019 | Palace Downtown, Dubai, United Arab Emirates

SSOW Middle East | Conference Day One: Monday, 9 December 2019

8:30 am - 9:30 am REGISTRATION FOR MAIN CONFERENCE DAY ONE & EXECUTIVE BOARDROOMS

9:30 am - 9:50 am WELCOME ADDRESS

9:50 am - 10:00 am CHAIRMAN’S DAY ONE OPENING REMARKS

10:00 am - 10:30 am INTERNATIONAL KEYNOTE ADDRESS: From SSC to GBS: Establishing people-centric, value-added services

Claus Peter Schründer - Senior Vice President, HR Special Services, Deutsche Telekom AG Services Europe
In this session, hear from Claus about how they have successfully migrated 75% of their organisation to GBS, servicing over 140,000 employees. Discover how through GBS transformation they have successfully delivered significant headcount reductions and developed an automation programme which has delivered savings. Beyond this, however, learn how DT has remodelled their customer experience through utilising workflow management tools, incorporating bots and Artificial Intelligence.
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Claus Peter Schründer

Senior Vice President, HR Special Services
Deutsche Telekom AG Services Europe

10:30 am - 11:00 am INTERNATIONAL KEYNOTE ADDRESS: Tesco’s journey with setting up Global Business Services from scratch

Sumit Mitra - CEO, Tesco Global Business Services
Hear how the third-largest retailer in the world, with revenues of £60bn, is in the process of setting up GBS from scratch. Discover the challenges posed with setting up a Target Operating Model for a FTSE100 organisation, and, looking towards 2025 and beyond, what the vision of the “future state” of operations looks like for this global giant.

  • Determining the critical ingredients needed to build a world-class GBS
  • Defining the GBS concept and developing a cross-cultural, global GBS model
  • Formulating the business case to attain stakeholders buy-in
  • Changing the culture of your SSO to drive the GBS journey
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Sumit Mitra

CEO
Tesco Global Business Services

11:00 am - 11:30 am REGIONAL KEYNOTE ADDRESS: ADCB’S digital transformation story - bridging the gap between successful pilot testing and deployment at scale

Mohamed El Bassuni - Head of Change & Transformation, Itmam Services, Abu Dhabi Commercial Bank (ADCB)
Digital transformation is an opportunity of historic proportions in the context of the Fourth Industrial Revolution. Unfortunately, tactical issues such as the lack of resources and time seem to get in the way of leaders who are determined to drive change. This gap between intent and action continues to be as wide as ever. In this session, ADCB shares practical guidance from having successfully driven transformation at ADCB’s best Business Services Centre (BSC). In this session you will:

  • Discover why digital transformations fail and what you can do about it
  • Ensure that time and money are not on the critical path
  • Review real-life success stories of 10X digital transformations in shared services
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Mohamed El Bassuni

Head of Change & Transformation, Itmam Services
Abu Dhabi Commercial Bank (ADCB)

11:30 am - 12:10 pm SPEED NETWORKING & COFFEE BREAK

Swap business-cards and break the ice with your fellow participants to start making those valuable connections

STRATEGY DEEP DIVE

Attendees will need to pre-select the Deep Dive sessions they would like to join at 12:10 and 13:10. Everyone will rotate between their two (2) choices, in back-to-back 40-minute intervals. There will be a ten (10) minute transitional break at 12:50pm. All conference attendees must pre-register for their two (2) Deep Dive session upon registering for the event. Registrations will be on a first-come first-served basis. If you do not pre-register for your Deep Dives, we’ll have to assign seating based upon demand and availability.

GROUP DISCUSSION ONE

12:10 pm - 12:50 pm DEALING WITH CHANGE MANAGEMENT
Ashley Boots - SVP & Head of HR Operations and Transformation, Noor Bank
How to Cope with Transformation Execution Challenges & Drive Through Your Agenda

Moderator:
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Ashley Boots

SVP & Head of HR Operations and Transformation
Noor Bank

GROUP DISCUSSION TWO

12:10 pm - 12:50 pm HOW TO DIGITISE THE OUTSOURCING OPERATION AND GET THE MOST OUT OF IT
Claus Peter Schründer - Senior Vice President, HR Special Services, Deutsche Telekom AG Services Europe
BPO’s are there to provide solutions towards cost reduction and profit optimisation. This has been their traditional role. Now, BPOs are providing assistance by understanding big data, analytics, cloud computing options and cost savings, enhanced automated systems, and providing even more elevated customer experience support.

Moderator:
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Claus Peter Schründer

Senior Vice President, HR Special Services
Deutsche Telekom AG Services Europe

GROUP DISCUSSION THREE

12:10 pm - 12:50 pm CREATING A CUSTOMER EXCEL-LENCE STRATEGY
Manish Jain - Senior Director, Global Customer Service Operations, AMEA, Member of the board, BT
“Customer centricity” has never been used more, and yet there remains confusion as to how to balance exceptional service with ongoing efficiency savings. This group discussion will talk over how to balance a CX strategy with busi-ness targets and how to ensure your employees are able to deliver great customer service.

Moderator:
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Manish Jain

Senior Director, Global Customer Service Operations, AMEA, Member of the board
BT

GROUP DISCUSSION FOUR

12:10 pm - 12:50 pm INTELLIGENT AUTOMATION DESIGN, DEVELOPMENT, AND DELIVERY
How to kickstart “digital”– understanding what to prioritise when it comes to automation. Getting buy-in from your human workforce, and how to tackle the “fear factor” associated with automation.

12:50 pm - 1:10 pm 10-MINUTE TRANSITION BREAK

ROUND TWO

GROUP DISCUSSION FIVE

1:10 pm - 1:40 pm LEVERAGING ARTIFICIAL INTELLIGENCE & RPA IN THE BFSI INDUSTRY
Mohamed El Bassuni - Head of Change & Transformation, Itmam Services, Abu Dhabi Commercial Bank (ADCB)
Traditional banks are going through the major transformation, improving customer experience by streamlining and automating various business processes. This session will discuss automation best practices for banking and financial services industry, what major challenges are and how RPA with AI address these challenges at the largest banks.

Moderator:
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Mohamed El Bassuni

Head of Change & Transformation, Itmam Services
Abu Dhabi Commercial Bank (ADCB)

GROUP DISCUSSION SIX

1:10 pm - 1:40 pm SETTING UP CENTRES OF EXCELLENCE (CoE)
Siddhartha Banerjee - General Manager - UI-UX Centre of Excellence, Vodafone
Discussing the key steps to right implementation, management, use of a new technology and implementation of new concepts when establishing a CoE.

  • Defining your CoE model and governance structure
  • Developing your CoE – Within GBS? A different location? How do you decide?
  • Managing change and transformation along the CoE journey

Moderator:
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Siddhartha Banerjee

General Manager - UI-UX Centre of Excellence
Vodafone

GROUP DISCUSSION SEVEN

1:10 pm - 1:40 pm BUILDING DIGITAL TALENTSTRATEGIES TO RESKILLING AND UP-SKILLING WORKFORCE
Senior HR leader with a wealth of experience in HR transformation programme gives exclusive insight into top tips and tricks for success including:

  • Establishing the foundations of HRSSC transformation
  • How to put the “Human” back in human resources

Moderator:

GROUP DISCUSSION EIGHT

1:10 pm - 1:40 pm HOW TO EXPAND THE SCOPE OF BUSINESS SERVICES
Mhd Maher Shahadeh - Global Consolidation Reporting Manager, Schlumberger
As SSOs demonstrate to the senior leadership within their company the ability to optimise processes and drive out waste, the opportunity often can arise to expand its scope of services into less traditional areas of the company. This discussion dives deep into the key things SSO leaders need to consider before deciding on expansion strategies, how to use analytics to get better insights into expansion and which pitfalls to avoid when looking for buy in from senior management.

Moderator:
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Mhd Maher Shahadeh

Global Consolidation Reporting Manager
Schlumberger

1:40 pm - 2:40 pm LUNCH AND NETWORKING

START OF FUNCTIONAL TRACKS

PROCESS EXCELLENCE

2:40 pm - 3:10 pm DELIVERING AN EXCEPTIONAL PROCESS TRANSFORMATION: TANFEETH’S STORY (AN EMIRATES NBF COMPANY)
Steve Thompson - Chief Operating Officer, Tanfeeth – Emirates NBD Company
  • Excelling in every aspect associated with client relations
  • Driving organisational engagement and continuous improvement through empowerment
  • Enhanced workplace culture and its benefits
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Steve Thompson

Chief Operating Officer
Tanfeeth – Emirates NBD Company

PROCESS EXCELLENCE

3:10 pm - 3:40 pm SWAROVSKI’S APPROACH TO BUSINESS PROCESS MANAGEMENT AND DATA ANALYTICS
Gagandeep Singh - Managing Director - GBS Asia Pacific, SWAROVSKI
  • Choosing the right BPM software for your SSO
  • Improving business performance and outcomes by managing business processes
  • Modelling, measuring and optimising processes
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Gagandeep Singh

Managing Director - GBS Asia Pacific
SWAROVSKI

PROCESS EXCELLENCE

3:40 pm - 4:10 pm HOW ABB DEALT WITH PROCESS STANDARDISATION DURING THE TRANSITION PERIOD
Dr. Rene Zimmermann - Vice President, ABB Global Industries & Services
  • Plan and action: Finding the right time for your strategy to be implemented to avoid obsoleting your plan
  • Evade workplace resistance: Aligning your implementation with the company’s goals and culture
  • Preparing yourself for the challenges of migration
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Dr. Rene Zimmermann

Vice President
ABB Global Industries & Services

AUTOMATION & NEW TECH

2:40 pm - 3:10 pm CASE STUDY: TRAINING YOUR CHATBOT EMPLOYEE; HOW FAR CAN AI TAKE US?
Mohamed El Bassuni - Head of Change & Transformation, Itmam Services, Abu Dhabi Commercial Bank (ADCB)
  • How does AI factor into customer experience and centricity?
  • The effort and reward behind upskilling your existing workforce with AI knowledge
  • ROI created directly on AI implementations – how you can leverage this tool as well
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Mohamed El Bassuni

Head of Change & Transformation, Itmam Services
Abu Dhabi Commercial Bank (ADCB)

AUTOMATION & NEW TECH

3:10 pm - 3:40 pm DRIVING DIGITAL TRANSFORMATION OF BPO SERVICES
Tony Breen - Head of Shared Services, PepsiCo Asia, Middle East & North Africa
  • Is the foundation of your digital strategy strong enough?
  • How does a BPO or SSC enhance your digital transformation strategy?
  • Centralised automation for a business engaging with end users
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Tony Breen

Head of Shared Services
PepsiCo Asia, Middle East & North Africa

AUTOMATION & NEW TECH

3:40 pm - 4:10 pm MASHREQ BANK’S RPA JOURNEY
Steve Snowdon - Head of Lean Management, Mashreq
  • Why Mashreq chose RPA and how has it affected a regionally leading bank?
  • Critical success factors: Benefits realised and mistakes made
  • Meeting the ROI requirement
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Steve Snowdon

Head of Lean Management
Mashreq

4:10 pm - 4:10 pm END OF CONFERENCE DAY ONE