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: GBS Executive Boardroom
Gavin Maxwell - Partner, Ernst & Young
This knowledge sharing session will explore the evolution of Global Business Services (GBS), and its role as a transformation engine for organizations. Considering GBS’s expanded mandate, we’ll delve into leading operating models that drive enterprise-wide digital transformation, leveraging intelligent automation, robotic process automation, and other leading enabling technologies to foster end-to-end processing to ensure customer centricity of the GBS at organizations. EY’s Intelligent Global Business Services (iGBS) solution with technology and customer centricity at its core will be discussed to help fuel your own GBS transformation journey.
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Gavin Maxwell

Partner
Ernst & Young

EVOLVING & MATURING

9:30 am - 11:30 am Workshop B: BUILDING AN END-TO-END PROCESS MANAGEMENT STRATEGY
Claus Peter Schründer - Senior Vice President, HR Special Services, Deutsche Telekom AG Services Europe
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
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Claus Peter Schründer

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

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

START OF MID-DAY WORKSHOPS

PLANNING & LAUNCHING

12:10 pm - 1:15 pm Workshop C: ROADMAP TO YOUR FIRST 12 MONTHS OF RPA IMPLEMENTATION
Ramachandran Subramaniam - Former Senior Director Shared Services, Kuwait Food Company (Americana)
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 

Ramachandran Subramaniam

Former Senior Director Shared Services
Kuwait Food Company (Americana)

EVOLVING & MATURING

12:10 pm - 1:15 pm Workshop D: 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
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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 E: COMMERCIALIZING SHARED SERVICES – TURNING THE TRADITIONAL BACK OFFICE OVERHEAD INTO A PROFIT MAKING BPO PROVIDER
Gary Thompson - Shared Services Industry Expert, .
Your business support shared service is running lean and efficient.  You have installed business process automation workflows and have moved on, using robotics to reach and envelop data from disparate applications and systems to enrich data needs and enhance straight through processing.  The business is doing well.  The customers – strategic business users in the group – are happy with the services provided.
 
However, would your shared service center stand up the rigors of the open market?  Is it commercial?
More and more companies and groups across the region see the efficient internal provision of business support services as a wasted opportunity – an opportunity to turn a legacy overhead into a true money making SBU, providing BPO services externally to clients outside of the group.
 
The question is, are you ready?
 
Key discussion points:
  • What is needed to support external customers
  • Building a culture to drive innovation, ownership and customer centricity
  • Making business support generic to serve all customers
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Gary Thompson

Shared Services Industry Expert
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EVOLVING & MATURING

2:30 pm - 4:00 pm Workshop F: BUILDING NEXT-GENERATION FINANCE BUSINESS SERVICES - EXTENDING YOUR SCOPE
Nalin Tripathi - SSF Leader - Group Finance, Al-Futtaim
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
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Nalin Tripathi

SSF Leader - Group Finance
Al-Futtaim

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