Conference Day One: Wednesday, 23rd September 2020

8:45 am - 9:00 am Welcoming Remarks from SSON

9:00 am - 9:10 am Opening Remarks From Conference Chair Person

Suzanne Leopoldi-Nichols - President of Global Business Services, UPS, USA
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Suzanne Leopoldi-Nichols

President of Global Business Services
UPS, USA

Main Stage Keynotes & Plenary

9:10 am - 9:40 am International keynote: Connecting to the Mothership: How Tesco are Cementing their Seat at the Decision Making Table and Saving the Business Millions Through a Unique Approach to Business Services Across 4 Continents

Dr. Sumit Mitra - CEO Tesco Global Business Services, Tesco, UK
After a mandate for best practice and a controlled governance framework on processes, services, supply payment, accounting and more, Tesco scaled its shared services model to unlock the opportunities enterprise services can offer back to the business. In this session, Sumit will share how the 100 year old retailor built the largest payroll in the world at 440,000 people, deployed 50 bots in 2 years to free up 250 heads and moved 68% of global finance to the GBS – among other successes. By sharing his leading work, he will provide you with the fundamental steps to catapult your shared services to the next level, to become the centre of excellence and expertise for your business, no matter the size.

  • Streamlining services across the globe along 10 key processes, placing 55-60 % into GBS
  • Identifying opportunities for process optimization through robotics and intelligent automation – the end to end journey
  • Getting a seat at the table: a strategic approach to attaining sponsorship from leadership to make real business impact
  • Embedding a mentality of GBS as a horizontal organization and continuous improvement as key
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Dr. Sumit Mitra

CEO Tesco Global Business Services
Tesco, UK

9:40 am - 10:20 am CXO Discussion Panel: Driving The Back Office Forward: How Can Shared Services Move up the Value Curve and Support Enterprise Wide Transformation?

Dr. Sumit Mitra - CEO Tesco Global Business Services, Tesco, UK
Paul Bartley - COO, Global Business Services (GBS), Odfjell Drilling (Malaysia)
Karen Sutton - Chief Procurement Officer, CBA
John Taylor - Chief Technology Officer, AGL
This panel session will bring industry leaders together to analyse how shared services can become a proactive business partner to support industry shifts. Becoming an intelligent business partner goes beyond driving insights through advanced data analytics and incorporates the ability to contribute to enterprise priorities and transformation initiatives. In this session, leaders from across diverse shared service functions will join to discuss operational considerations which will bring shared services forward to play a central role in supporting business improvement.

  • Moving up the value curve: why should shared services re-evaluate its role in enterprise?
  • Alignment to business strategy: adaptations for differing shared services models
  • Challenges of positioning the back office as a value add partner to transformation
  • Next steps for operational strategy post-alignment: what can we ask for from shared services?
Panellists
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Dr. Sumit Mitra

CEO Tesco Global Business Services
Tesco, UK

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Paul Bartley

COO, Global Business Services (GBS)
Odfjell Drilling (Malaysia)

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Karen Sutton

Chief Procurement Officer
CBA

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John Taylor

Chief Technology Officer
AGL

10:20 am - 10:50 am Disruptive Innovation: Fireside Thought Leadership Discussion: Insights as the Integral Piece of the Business Partnership Puzzle: How to Partner with your Organisation to add Insights and Value from Data, Improve the Employee Experience whilst also Delivering Efficiencies in Travel

Todd Shipp - Head of Marketing and Sales, Cabcharge

  • Delivering real value add and a customer centric quality of service
  • Create better visibility around how your organisations spends
  • Understanding what data is important to measure,
  • in order to find efficiencies and gain competitive advantages
  • Empowering internal customers and what this means for transformation


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Todd Shipp

Head of Marketing and Sales
Cabcharge

10:50 am - 11:20 am Speed Networking

11:20 am - 11:50 am Morning Tea

INTERACTIVE DISCUSSION GROUPS
Pick Three - During this part of SSOW, you will have the opportunity to select three topics and will rotate between choices every 30 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.

11:50 1st Rotation | Take 5 | 12:25 2nd Rotation | Take 5 | 13:00 3rd Rotation

TABLE ONE

11:50 am - 1:30 pm RPA 101: strategy, digital capability and prioritization for successful RPA implementation
Peter Kaye-Smith - Marketing Manager, Converga


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Peter Kaye-Smith

Marketing Manager
Converga

TABLE TWO

11:50 am - 1:30 pm Negotiating Outsourcing Partnerships in the new shared services era
Chetan Kasim - Director & CEO, Valenta BPO


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Chetan Kasim

Director & CEO
Valenta BPO

TABLE THREE

11:50 am - 1:30 pm 7 Ways Finance Can Become the New Employee Experience Champion


1:30 pm - 2:30 pm Lunch

Streams Start - Tailor Your Experience

STREAM A: CFO & Finance Transformation

2:30 pm - 3:00 pm Domain’s 5 Year Program Leveraging an Outsourcing Partnership and Data Analytics to Boost Finance to Become an Intelligent Business Service
Rob Doyle - CFO, Domain
Domain have begun to uplift their data and analytics capabilities to drive improved intelligence from finance. This move, together with a strategic outsourcing partnership, is part of a strategy to move beyond the traditional back office to partner with business and influence decisioning.

  • Consolidating multiple complex systems for efficiency, duplication reduction and focus on business partnering
  • 5 year program of work with outsourcing partner TCS TATA, for large scale service transformation in finance
  • Bringing data scientists into the finance team and enabling a self-servicing culture
  • Exploring lean process improvement and robotics in the finance function
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Rob Doyle

CFO
Domain

STREAM B: HR Transformation

2:30 pm - 3:00 pm Kayo Sports: Focusing on People and Culture to Enable Value-Add HR Work in a Complex Conglomerate Operating Environment Spanning 4 Businesses
Ben Cividin - Head of HR, Kayo Sports
Kayo Sports are part of a unique conglomerate which spans across 4 distinct business units – Kayo Sports, Foxtel, Fox Sports & MCN - under one Newscorp ‘group’. This signals complexity for operations which impacts shared services. It also however, signals an opportunity to standardize transactional work and drive efficiencies. In this session, Ben will share how Kayo Sports are focusing on their people and business partnering initiatives while negotiating the complexities of the environment, to drive increased business value through HR work.

- Centralizing transactional services across 4 business units to allow strategic business partnering
- Confronting the complexity of group governance when in growth mode
  • Aligning processes and systems across 4 distinct businesses
  • Different maturity levels and the allocation of appropriate resources
  • Employee experience and culture: change management and upskilling as pivotal to transformation success
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Ben Cividin

Head of HR
Kayo Sports

STREAM C: Multi-Function Transformation

2:30 pm - 3:00 pm Fonterra: Improving Engagement as Part of a Strategy to Scale their 15 Year Old GBS in a 5 Year Program
Jamie Taylor - GM GBS, Fonterra
Fonterra progressed from a 15 year old shared services model to a global services centre 5 years ago. This involved setting up centres to service 5 continents for this $20 billion revenue business. Post implementation of GBS, they are looking at how they can gain funding in order to scale. Here Jaimie will talk of the engagement needed to drive this and gain buy-in in a constrained capital environment.

- Improving business engagement to drive continuous improvement and L&D
- Strategies for driving greater scope in global services
  • Identifying processes to draw into the centre
  • Demonstrating the ROI of process transformation to gain funding
  • The master data centre – a GBS centre of excellence
Stream chair:

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Jamie Taylor

GM GBS
Fonterra

STREAM D: NEW Automation, Data Governance & Digital Transformation

2:30 pm - 3:00 pm Centralize, Standardize, Optimize, What’s Next? : How to Adapt your Shared Services Model to an Era of Continuous Digital Transformation
Peter Tow - Director, Project Management Office, Western Sydney University
Whether you are beginning your shared services journey or scaling and advancing, it is well understood that the first steps are centralization, standardization of processes, followed by optimization. However, in an environment where digital transformation is a constant, business services leaders are seeing an opportunity to construct a model which drives continuous improvement in and outside of enterprise services. In this session, Peter will discuss how your shared services model can be molded to benefit from such digital evolution and the critical considerations of service management for success.

  • The changing shared services models: from centralization, standardization and optimization to digital transformation
  • Strategic planning and opportunities for reinvestment in growth strategy: getting the most out of established shared services
  • Continuous implementation of digital transformation - Experimenting with automation for hybrid experiences
  • Understanding what success looks like – measuring your new model and looking beyond turnaround times and SLAs.
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Peter Tow

Director, Project Management Office
Western Sydney University

3:00 pm - 3:05 pm Session changeover – move to another stream or stay where you are!

STREAM A: CFO & Finance Transformation

3:05 pm - 3:35 pm Reserved for sponsor thought leadership session

STREAM B: HR Transformation

3:05 pm - 3:35 pm Reserved for sponsor thought leadership session

STREAM C: Multi-Function Transformation

3:05 pm - 3:35 pm Reserved for sponsor thought leadership session

STREAM D: NEW Automation, Data Governance & Digital Transformation

3:05 pm - 3:35 pm Reserved for sponsor thought leadership session

3:35 pm - 3:40 pm Session changeover – move to another stream or stay where you are!

STREAM A: CFO & Finance Transformation

3:40 pm - 4:10 pm CFO Panel discussion: Enabling Finance to Go Beyond Driving Efficiencies to Being a ‘Value Add’ for Intelligent Business
Rob Doyle - CFO, Domain
Jon Blackburn - CFO, Sydney Opera House
Rohan Liyange - CFO, Philips Lighting, APAC
This panel will bring together CFOs from differing industries to share their approaches to data governance, process improvement and people management as they move to uplift the finance function.

  • Journey mapping and governance strategy for continuous process improvement in finance
  • Identifying processes for RPA implementation and creating self-service in finance - P2P, O2C, travel expenses, payroll, etc
  • Change management to move the finance team into an intelligent business
  • Working with the SSO executive team to drive value from back to front office
Panellists:
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Rob Doyle

CFO
Domain

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Jon Blackburn

CFO
Sydney Opera House

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Rohan Liyange

CFO
Philips Lighting, APAC

STREAM A: CFO & Finance Transformation

4:10 pm - 4:30 pm WHITE SPACE: Decompress, discuss and plan This white space will give you the opportunity to brainstorm a plan to leave with an action plan

STREAM B: HR Transformation

3:40 pm - 4:10 pm People and HR Panel Building a Social Enterprise Through a New Approach To HR in Your Shared Services Centre
Judy Utley - General Manager of Human Resources, Treasury Corporation of Victoria
Stacey Dowdell - GM People & Culture, kikki.K
Tania Daniell - GM of HR, SAAB
This panel will bring together leaders in HR and people to share their insights into best practice workforce management. From developmental strategies to intelligent capability and culture, this panel will explore what being a social enterprise should look like.

  • Building a Social Enterprise Through a New Approach To HR in Shared Services
  • Defining the social enterprise
  • The relationship between employee experience, productivity and service quality in HR
  • Intelligent business coupled with social enterprise as a new robust model for business services
  • Learning, development and capability building
  • Leadership communication and buy-in – why?
  • Want cutting edge and great results? Get your culture right!
Panelists:
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Judy Utley

General Manager of Human Resources
Treasury Corporation of Victoria

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Stacey Dowdell

GM People & Culture
kikki.K

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Tania Daniell

GM of HR
SAAB

STREAM B: HR Transformation

4:10 pm - 4:30 pm WHITE SPACE: Decompress, discuss and plan This white space will give you the opportunity to brainstorm a plan to leave with an action plan

STREAM C: Multi-Function Transformation

3:40 pm - 4:10 pm Establishing a Multi-function Global Business Service and Driving Value through Shared Services at Treasury Wine Estates
Clare McCann - GM of Global Business Services, Treasury Wine Estates
Roberta Palmer - Global Director, Order to Cash, GBS Treasury Wine Estates
Julie-Ann McCallum - Global Director, Source to Pay, GBS Treasury Wine Estates
Treasury Wine Estates are managing  relationships with 60 customers, across 4 regions,  with operations in 30 countries. In this session, the GBS lead will be joined by her service heads from HR, Finance and IT, to share how they work together to create a globally standardized shared services which is moving to become an intelligent partner to the business.

  • Negotiating a standardized approach to shared services on a global scale
- Focus on people, data insights and data-led ‘decisioning’
- Aligning to life events and returning to customer centricity
- Global optimization of processes and leap-frogging straight to AI 
  • Learnings and challenges one year into the journey 
  • Maturing partnerships and building intelligent services
  • Negotiating relationships across disparate cultures: change management for business and customer
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Clare McCann

GM of Global Business Services
Treasury Wine Estates

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Roberta Palmer

Global Director, Order to Cash
GBS Treasury Wine Estates

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Julie-Ann McCallum

Global Director, Source to Pay
GBS Treasury Wine Estates

STREAM C: Multi-Function Transformation

4:10 pm - 4:30 pm WHITE SPACE: Decompress, discuss and plan This white space will give you the opportunity to brainstorm a plan to leave with an action plan
Eliza Lai - GM GBS, Toll Group
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Eliza Lai

GM GBS
Toll Group

STREAM D: NEW Automation, Data Governance & Digital Transformation

3:40 pm - 4:10 pm How Energy Australia are Leveraging Data Analytics Through a Shared Centre of Excellence While Negotiating an Agile Workforce Structure
Hoang Thai - Lead Data Scientist, Energy Australia
As business services move to drive more intelligent insights back into business decisioning, data scientists are playing an increasingly important role. SSOs are experimenting with team structures and in this session, Hoang will share the opportunities and challenges of moving data scientists into Agile teams.

  • The emerging ‘centre of excellence’ models across finance, IT, Compliance, HR & more
  • Agile teams in an agile work place –data scientists who traverse teams for cross functional projects
  • Strategic change management for the evolving team structure
  • What is the funding model for an agile data science team?
  • Balancing the need for consistency of work for the scientist versus the need for business agility
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Hoang Thai

Lead Data Scientist
Energy Australia

STREAM D: NEW Automation, Data Governance & Digital Transformation

4:10 pm - 4:30 pm WHITE SPACE: Decompress, discuss and plan This white space will give you the opportunity to brainstorm a plan to leave with an action plan

4:30 pm - 5:00 pm Afternoon Tea

Closing Plenary

5:00 pm - 5:30 pm How Mars are Digitizing HR Operations in the APAC Region by Reengineering Processes and Increasing the Functionality of RPA

Neal Yang - P&O Director (HR SSC), Mars, China
On their journey to uplifting the HR component of GBS services in the APAC region, Mars are investigating how they can expand their data analytics capability. In order to demonstrate their value to the business and ultimately gain a more influential seat at the table, they are reducing manual tasks to be able to focus on value-add work. In this session, they will share how they have planned and deployed RPA initiatives to significantly improve the recruitment and employee journey, which they are now looking to scale.

- Developing an automation journey to free up resources and drive efficiency
- Process mapping, mining, analysis and standardization
  • Build and deployment of our recruitment chat bot
  • Operational RPA: the mobile integrated solution for recruitment
  • Progressing to a more intelligent functionality and adopting a design thinking approach
- Demonstrating value to the business to form tighter more effective partnerships
- Finding and retaining the best talent – why is this always a challenge?

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Neal Yang

P&O Director (HR SSC)
Mars, China

5:30 pm - 6:00 pm Sponsored thought leadership session

6:00 pm - 6:30 pm BIG IDEAS SPEAKER – SOUL MACHINES: Where Deep Science & Technology Meets Real World Applications

Ben Hanna - General Manager, Soul Machines
Soul Machines™ is the first Human Experience Platform that gives you the ability to automate and personalise digital interfaces and interactions at scale. Soul Machines™ is a deep science and technology company fusing AI, computational brain models and experiential learning to usher in a new era of Human Experience across all digital platforms and interfaces.
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Ben Hanna

General Manager
Soul Machines

6:30 pm - 6:30 pm Networking Drinks & Awards Party