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

Hosted by Wipro

9:30 am - 9:40 am WELCOME ADDRESS & CHAIRMAN’S DAY ONE OPENING REMARKS

9:40 am - 10:00 am The EY GBS story – taking our own medicine

Gavin Maxwell - Partner, Ernst & Young
The objective of this session is take you through the success story behind how we set-up a GBS  and how it evolved over time to create tremendous value to our firm, going way beyond multi- million dollar cost reduction.
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Gavin Maxwell

Partner
Ernst & Young

10:00 am - 10:20 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

10:20 am - 10:40 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

  • Introducing a platform based approach
  • Key success factors for a successful deployment
  • Leveraging your AP function to drive adoption & unlock trade financing benefits
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Dan Quinn

General Manager
Tradeshift MEA

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Anil Bhavnani

Director BPO and Digital Transformation - India Site Leader
Pfizer

11:10 am - 11:40 am REGIONAL KEYNOTE ADDRESS: Mubadala Development Company BMS: Leveraging partnerships for growth in shared services

Ahmed Nawaz - Senior Vice President - Head of Transition & Integration, Mubadala Development Company Business Management Services
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Ahmed Nawaz

Senior Vice President - Head of Transition & Integration
Mubadala Development Company Business Management Services

11:40 am - 12:40 pm SPEED NETWORKING & COFFEE BREAK

Swap business-cards and break the ice with your fellow participants to start making those valuable connections
As automation continues to expand, practitioners are recognising the importance of promoting a healthy culture of innovation. Opening up the creative potential of your team by using augmented technologies can improve engagement and work satisfaction while increasing adoption rates
 
  • How to develop a strategy that expands your RPA usage and gives your coworkers an opportunity to participate as change agents?
  • Factors of importance: What are the best means to create a ‘digital workforce’?
  • How do you go about reskilling your existing workforce?
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Anil Bhavnani

Director BPO and Digital Transformation - India Site Leader
Pfizer

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Ali Khaled Alhashmi

Vice President - Human Resources
ADNOC Group

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Gurpreet Bajwa

AVP, Digital Operations and Platforms
Wipro Limited

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Ahmed Nawaz

Senior Vice President - Head of Transition & Integration
Mubadala Development Company Business Management Services

1:10 pm - 1:40 pm DELIVERING AN EXCEPTIONAL PROCESS TRANSFORMATION: TANFEETH’S STORY (AN EMIRATES NBD 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

1:40 pm - 2:10 pm Mashreq Bank’s Journey: Lean’s role in today’s Agile / Robotic Age

Steve Snowdon - Head of Lean Management, Mashreq
Are the ‘old’ approaches still relevant in the current ‘scramble’ to be Digital? Join this session to cover some Critical Success Factors, Learnings, and Outcomes from Mashreq’s ongoing Change Journey
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Steve Snowdon

Head of Lean Management
Mashreq

2:10 pm - 3:10 pm LUNCH AND NETWORKING

STRATEGY DEEP DIVE

Attendees will need to pre-select the Deep Dive sessions they would like to join at 15:10 and 15:50. 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 15:40pm. 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

3:10 pm - 3:40 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

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Ashley Boots

SVP & Head of HR Operations and Transformation
Noor Bank


GROUP DISCUSSION TWO

3:10 pm - 3:40 pm HIGH TECH - HIGH TOUCH
Piety Gonsalves - Managing Director, Middle East, Teleperformance
Blending the right people practices, processes and technology to deliver an exceptional customer experience. 
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Piety Gonsalves

Managing Director, Middle East
Teleperformance

3:40 pm - 3:50 pm : 10-MINUTE TRANSITION BREAK

ROUND TWO

GROUP DISCUSSION THREE

3:50 pm - 4:20 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.

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Claus Peter Schründer

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

GROUP DISCUSSION FOUR

3:50 pm - 4:20 pm HOW TO EXPAND THE SCOPE OF BUSINESS SERVICES
Sandeep Kulkarni - GBS Advisor, Jaguar Land Rover
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.
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Sandeep Kulkarni

GBS Advisor
Jaguar Land Rover

4:20 pm - 4:50 pm END OF CONFERENCE DAY ONE