The Must-Attend Shared Services and Outsourcing Event in MENA

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

SSOW Middle East | Pre-Conference Workshops: Sunday, 8 December 2019

Attendees must pre-register for one (1) of the three (3) concurrent workshops. Workshop registrations will be on a first-come
first-served basis. If you do not pre-register for your workshops, we’ll have to assign seating based upon demand and availability.

8:30 am - 9:30 am REGISTRATION AND WELCOME COFFEE

START OF MORNING WORKSHOPS

PLANNING & LAUNCHING

9:30 am - 11:30 am Workshop A: SHARED SERVICES 101: SETTING A COURSE FOR SUCCESS AND AVOIDING PITFALLS
Steve Thompson - Chief Operating Officer, Tanfeeth – Emirates NBD Company
This workshop takes a deep dive into the key strategies and must-haves of detailed business cases critical to the success of a newly-established shared services operation. Attend this workshop to understand the must-haves to achieve shared service successes and explore the most common implementation pitfalls to keep you ahead of the curve.

Key Discussion Points:
  • Strategic approaches for obtaining corporate budget/funding
  • Critical activities for design, implementation, and operations
  • Key technologies and automation solutions available
  • Common design and implementation pitfalls
  • The practical change management techniques for an effective transformation

Workshop Leader:
img

Steve Thompson

Chief Operating Officer
Tanfeeth – Emirates NBD Company

EVOLVING & MATURING

9:30 am - 11:30 am Workshop B: BUILDING AN END-TO-END PROCESS MANAGEMENT STRATEGY
End-to-end process management integrates a company’s business activities to match the way external parties (customers, vendors, and regulators) experience the company. This drives efficiency, fuels market-based innovation, and facilitates collaborative problem solving. As transformational technologies provide new leverage for standard systems and shared service operations, end-to-end process governance provides a powerful means to integrate technology with the organisation’s business objectives.

Key Discussion Points:
  • Review the design of an end-to-end process management approach
  • Build end-to-end process management
  • Structure governance models to drive operational performance improvements in business

FINANCE & ACCOUNTING

9:30 am - 11:30 am Workshop C: BUILDING NEXT-GENERATION FINANCE BUSINESS SERVICES - EXTENDING YOUR SCOPE
This workshop dives deep into how can finance business operations and SSO leaders move up the value curve to focus on less transactional work and add even greater value back to the business.

Key Discussion Points:
  • How to transform the finance function of the future for the digitalised, GBS age
  • Extending the scope of finance within Global Business Services
  • How to establish a clear strategic vision for finance process automation and finance process management
  • Making better use of big data and analytics to drive predictive decision making

11:30 am - 12:10 pm MORNING COFFEE BREAK

START OF MID-DAY WORKSHOPS

PLANNING & LAUNCHING

12:10 pm - 1:15 pm Workshop D: DESIGNING, PLANNING, AND IMPLEMENTING BUSINESS & SHARED SERVICES OPERATIONS
Setting up a SSC or GBS enable organisations to benefit from improved agility and scalability, meeting the needs of the business, reduced costs, better analysis of existing data, and impact on the top and bottom line. In this workshop, learn more about getting the concept right, finding shortcuts through automation including robotics, building the business case, and taking the business with you.

Key Discussion Points:
  • Discover the “need to know” for location strategy
  • Establish a clear roadmap for change, clarity, and vision for your transformation
  • Understand your new market, the talent capabilities and the opportunities for future growth
  • Take a balanced approach to RPA and other automation
  • Build effective governance models
  • Learn from companies who have set up in the region about what they did, and crucially, what they would do differently

EVOLVING & MATURING

12:10 pm - 1:15 pm Workshop E: ROADMAP TO YOUR FIRST 12 MONTHS OF RPA IMPLEMENTATION
A year ago, just 11% of Middle East-based surveyed SSOs had implemented RPA – with 77% planning to do so. This year a third have implemented, with a good segment of these also actively scaling. Within the next year, therefore, we expect to see large numbers joining the automation bandwagon. Robotic Process Automation can provide significant benefits to SSOs seeking to automate processes, increase productivity and free up hours to take on more value added work. So, how do you get started?

What do you do once you have your first bot in place? What comes next? What trends do you need to be thinking about in this evolving area? This session is ideal for those who are launching, or have their first few bots and are looking to increase their supply.

Key Discussion Points:
  • Explore the most common goals of implementing RPA as well as the risks involved
  • Discuss how to sell RPA to stakeholders when launching and how to gain support for growing your programme
  • Dissect lessons learned from planning and implementation
  • Examine how to select and assemble robots in a process with workflow and process orchestration
  • Outline the trends you need to be aware of for the next 12 to 24 months

FINANCE & ACCOUNTING

12:10 pm - 1:15 pm Workshop F: REBUILDING YOUR FINANCE FUNCTION TO MATCH REQUIREMENTS OF THE DIGITAL AGE
Dhiman Bhaumik - VP and Head of F&A, Procurement Operations and Business Services, Tanfeeth – Emirates NBD Company
The finance function is transforming due to increased automation, strengthened data, analytics capabilities, and improved controls to support the strategic vision and direction of the business.

Key Discussion Points:
  • Examine existing F&A frameworks
  • Explore the benefits of implementing new technologies into F&A
  • Outline ways to leverage innovative frameworks to maximise F&A potential

Workshop Leader:
img

Dhiman Bhaumik

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

1:15 pm - 2:30 pm NETWORKING LUNCH

START OF AFTERNOON WORKSHOPS

PLANNING & LAUNCHING

2:30 pm - 4:00 pm Workshop G: TAKING THE RIGHT APPROACH TO CUSTOMER CENTRICITY - HOW SHOULD YOU MEASURE CUSTOMER SATISFACTION?
This workshop discusses how leading organisations are prioritising customer experience, truly putting excellent service at the heart of what they do.

Key Discussion Points:
  • Redesigning operations with the customer in mind
  • Leveraging technology platforms to make the customer experience as seamless as possible
  • Utilising data to help understand where the gaps are

EVOLVING & MATURING

2:30 pm - 4:00 pm Workshop H: GETTING THE GRIP ON AI – WHAT COMES NEXT AFTER YOU HAVE IMPLEMENTED RPA?
The extent to which automation can be scaled up depends, among other things, on who owns the strategy. Our survey shows this sits primarily with IT across the MENA region, with only 20% owned by Shared Services. This stands in contrast to the global trend where Shared Services generally owns the automation strategy, which allows the greatest scope for leveraging RPA across the enterprise via standardised processes. SSO executives who are looking after more mature operations are either testing or planning some form of Artificial Intelligence within their SSO. However, as the lines between ‘traditional automation’, RPA, and AI blur further, what are the key criteria Business Services leaders need to establish in order to kick-start an Artificial Intelligence programme?

Key Discussion Points:
  • RPA vs AI - Is prior experience with RPA necessary before starting to look into AI?
  • What are the opportunities and limitations of AI (Chatbots, NLP, and beyond)

FINANCE & ACCOUNTING

2:30 pm - 4:00 pm Workshop I: LEADING FINANCE - BECOMING A STRATEGIC BUSINESS PARTNER
As finance leaders get closer to their businesses and to their customers, there is a need for them to be retrained into strategic partnership positions.

Key Discussion Points:
  • Utilising big data effectively to focus on delivering maximum impact
  • Developing trust in service

4:00 pm - 4:00 pm CLOSE OF WORKSHOPS