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 Two: Tuesday, 10 December 2019

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

9:30 am - 9:40 am CHAIRMAN’S DAY ONE RECAP & DAY TWO OPENING REMARKS

9:40 am - 10:10 am FIRESIDE CHAT: Customer first! How to leverage front office CX strategies to boost back office services

Manish Jain - Senior Director, Global Customer Service Operations, AMEA, Member of the board, BT
Developing a pleasant experience for customers should be at the centre of every decision that is made. However, identifying what issues get prioritised can sometimes get derailed by other issues that arise. So, SSOs must expand, standardise, diversify, and create new offering all at the same time.

Key Discussion Points:
  • Examining the pitfalls of project-based efforts around elevating customer experience
  • Identifying the proper channels for customers to improve overall customer journey
  • Outlining ways to engage the entire organisation towards improvement and problem solving
  • Evaluating ways to leverage front office strategies to boost back office service levels
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Manish Jain

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

10:10 am - 10:45 am PANEL DISCUSSION: Creating a digital workforce – leveraging BPM, RPA, cognitive and analytics

Steve Snowdon - Head of Lean Management, Mashreq
Anil Bhavnani - Director BPO and Digital Transformation - India Site Leader, Pfizer
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?

Panellists:
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Steve Snowdon

Head of Lean Management
Mashreq

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Anil Bhavnani

Director BPO and Digital Transformation - India Site Leader
Pfizer

10:45 am - 11:15 am HOT TOPIC SESSION: UX design - how to embrace it to create a culture of continuous improvement with BPOs and shared services

Siddhartha Banerjee - General Manager - UI-UX Centre of Excellence, Vodafone
Shared services leaders are often faced with a puzzle - how can I deliver excellent customer experiences and make users happy, while finding ways to be more efficient and deliver savings? In an industry where service excellence means everything, a focus on user experience can help, rather than hinder, shared services leaders in understanding their stakeholders’ needs. A user-centric design can uncover waste and inefficiency, identify improvement opportunities, and enable more effective decisions, ultimately being more efficient. With the end goal of improving customer and stakeholder interactions with your Shared Services team, this session will highlight:

  • What is a user-centric design and what difference can it make to Shared Services delivery?
  • How can user experience mapping deliver insights and help create a culture of continuous improvement?
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Siddhartha Banerjee

General Manager - UI-UX Centre of Excellence
Vodafone

11:15 am - 12:10 pm MORNING COFFEE BREAK

STRATEGY DEEP DIVE

Attendees will need to pre-select the Deep Dive sessions they would like to join at 12:10 and 13:00. 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 USING DESIGN THINKING FOR BUSINESS PROCESS INNOVATION
An engaging introduction to the human-centred design practice of design thinking

GROUP DISCUSSION TWO

12:10 pm - 12:50 pm EVOLVING YOUR DATA MANAGEMENT STRATEGY
Ellen Meekels - GBS Global Head of Reporting and Data Analytics, Ingram Micro
From data collection, processing, storage, to security management – what comprehensive strategy works for you?

Moderator:
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Ellen Meekels

GBS Global Head of Reporting and Data Analytics
Ingram Micro

GROUP DISCUSSION THREE

12:10 pm - 12:50 pm USING BUSINESS PROCESS MANAGEMENT TECH (BPM) TO MANAGE WORKFLOW AND TRACK DATA
Gopal Ahuja - Head of Shared Services Centre, IFFCO Group
Discover, model, analyse, measure, improve, optimise, and automate business processes to fit your needs.

Moderator:
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Gopal Ahuja

Head of Shared Services Centre
IFFCO Group

12:50 pm - 1:00 pm 10-MINUTE TRANSITION BREAK

ROUND TWO

GROUP DISCUSSION FOUR

1:00 pm - 1:30 pm HOW TO USE PROCESS MINING TO ACHIEVE PROCESS EFFICIENCY
How can process mining deliver tangible business value while ensuring performance excellence?

GROUP DISCUSSION FIVE

1:00 pm - 1:30 pm BLOCKCHAIN, FINANCE, AND BUSINESS SERVICES – A DISCUSSION ON FUTURE APPLICATIONS AND INNOVATIONS
Nalin Tripathi - SSF Leader - Group Finance, Al-Futtaim
Is blockchain capable of changing the scope of finance? As a Shared Service unit, how can a meticulous function like finance innovate itself?

Moderator:
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Nalin Tripathi

SSF Leader - Group Finance
Al-Futtaim

GROUP DISCUSSION SIX

1:00 pm - 1:30 pm CREATING A CULTURE OF CONTINUOUS IMPROVEMENT
Ashley Boots - SVP & Head of HR Operations and Transformation, Noor Bank
Does a continuous improvement environment offer greater business agility and sustainability?

Moderator:
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Ashley Boots

SVP & Head of HR Operations and Transformation
Noor Bank

1:30 pm - 2:30 pm NETWORKING LUNCH

START OF MATURITY TRACKS

PLANNING AND LAUNCHING

2:30 pm - 3:00 pm LESSONS LEARNT PANEL: ADDRESSING THE SCOPE OF YOUR SSO AND DECIDING ON A LOCATION STRATEGY
Gopal Ahuja - Head of Shared Services Centre, IFFCO Group
Sumit Mitra - CEO, Tesco Global Business Services
There are so many things to consider when setting up a SSC/GBS organisation from scratch, and whether this is your first time or your fifth, there are still lessons to learn.
In this session, hear from SSO leaders about their top tips and tricks regarding SSO launch:

Key Discussion Points :
  • How to decide which location is right for you
  • Understanding key drivers – what is the catalyst for business service?
  • Linking location strategy to your long-term goals

Panellists:
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Gopal Ahuja

Head of Shared Services Centre
IFFCO Group

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Sumit Mitra

CEO
Tesco Global Business Services

PLANNING AND LAUNCHING

3:00 pm - 3:30 pm SSC SET UP CHOOSING A LOCATION STRATEGY THAT MATCHES YOUR SHARED SERVICES GOALS AND NEEDS
Edwin Hage - Senior Director HR Shared Services, Jumeirah Group / Jumeirah Hotels & Resorts
The trend used to be that shared services organisations sat away from the larger organisation as a whole, and in places that were at a cost savings to the organisation. That is changing. Many organisations are moving back to optimise the talent pool, create clarity and stay compliant, instead of relying on the traditional model of moving to a cheaper location, just because it is cheaper.

Key Discussion Points:
  • Explore how organisations are leveraging their talent pools
  • Examine how organisations are choosing locations
  • Evaluate how automation is playing a role in the location decision
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Edwin Hage

Senior Director HR Shared Services
Jumeirah Group / Jumeirah Hotels & Resorts

PLANNING AND LAUNCHING

3:30 pm - 4:00 pm THE ROLE OF SSO IN A DISRUPTED INDUSTRY
Gagandeep Singh - Managing Director - GBS Asia Pacific, SWAROVSKI
Many industries face high levels of disruption from e-commerce and technology. Taxi services, travel agencies, brick and mortar retailers, job recruiters, media companies and many more face significant challenges. In a disrupted business model, shared service operations may take on a slightly different role in the organisation, working to fund investment around the disrupted models. This drives a movement to incorporate non-traditional functions into a multi-function shared service organisation, freeing the organisation to invest and innovate to stave disruption. In effect, the SSO can provide a ‘lifeline’ to the disrupted business model.

Key Discussion Points:
  • How shared service functions assist the company in overcoming disruption
  • How legacy shared service functions in disrupted industries are helping to fund innovation
  • How these service functions are reaching beyond traditional structures to drive industry innovation
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Gagandeep Singh

Managing Director - GBS Asia Pacific
SWAROVSKI

Shifts in the world of work are opening up exciting new opportunities – and challenges – for HR professionals. Being able to unpack the possibilities of people analytics, diversity and inclusion analytics, and even predictive analytics could mean the difference of success and failure for an organisation.

Key Discussion Points:
  • Examine how analytics can boost hiring, management and retention
  • Evaluate the innovative technologies being used by HR SSOs
  • Dissect how what metrics HR SSOs are focused on

Panelists:
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Fatima Abdulrahman

Chief Human Resources Officer
Tanfeeth – Emirates NBD Company

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Ashley Boots

SVP & Head of HR Operations and Transformation
Noor Bank

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Mhd Maher Shahadeh

Global Consolidation Reporting Manager
Schlumberger

MATURING

3:00 pm - 3:30 pm PROCESS MINING & INTELLIGENCE: HOW TO ACHIEVE TRANSPARENCY, COST SAVING AND OPERATIONAL EXCELLENCE
Ellen Meekels - GBS Global Head of Reporting and Data Analytics, Ingram Micro
With 68% of shared services looking to grow their ability to mine data embedded tracking software and record processes in the next 6 – 18 moths and only 34% of SSOs actively using process mining, there is work to do to help organisations scale up quickly to achieve cost savings now.

  • Key Discussion Points:Explore ways to capture process data by leveraging user key strokes to construct a process model
  • Examine how network-based data algorithms are being used with the assistance of AI to improve performance of an existing model
  • Evaluate how to highlight patterns and trends associated with the analytics you are gathering and use it to inform
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Ellen Meekels

GBS Global Head of Reporting and Data Analytics
Ingram Micro

MATURING

3:30 pm - 4:00 pm IS YOUR VENDOR MANAGEMENT AS STREAMLINED AS AMAZON’S
Dhiman Bhaumik - VP and Head of F&A, Procurement Operations and Business Services, Tanfeeth – Emirates NBD Company
Amazon has set an example for the world, when it comes to streamlining vendor management practices. However, many SSO struggle to streamline their own in-house vendor management, and are looking for solutions.

Key Discussion Points:
  • Explore how one organisation has created a streamlined approach to vendor management
  • Examine how technology is providing additional support to assist with vendor management
  • Evaluate the impact that streamlining vendor management has had up and down the value chain
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Dhiman Bhaumik

VP and Head of F&A, Procurement Operations and Business Services
Tanfeeth – Emirates NBD Company

4:00 pm - 4:00 pm CLOSING REMARKS AND END OF CONFERENCE