12 - 13 June, 2019 | Pullman Melbourne Albert Park, Melbourne, VIC

Conference Day One: Wednesday, 12th June 2019

8:00 am - 9:00 am Come and Grab a Coffee, Register and Visit our Exhibitors

8:50 am - 9:00 am Opening Remarks from Conference Chair Person

International Ross Mackay, Group Head of Global Shared Service and Finance Optimisation at International SOS

International Ross Mackay

Group Head of Global Shared Service and Finance Optimisation
International SOS

9:00 am - 9:30 am INSPIRATIONAL INTERNATIONAL: Unleashing the Back Office! Understanding the Benefit of Combining Robotic Process Automation and Artificial Intelligence for Operational Efficiency

The benefits of technology like RPA and Artificial Intelligence in Shared Service functions are undeniable. Leaders in this space know that this technology not only provides cost saving but can actually help delight customers and drive the future of shared services. This session will improve your understanding of where the innovation is happening and highlights the technology being utilised in unconventional ways.

  • Exploring the different kinds of technology, their use and the future impact on shared services
  • Driving innovation and overcoming common barriers to success in regards to implementing new technology
  • Producing a benefit in Shared Services through cost reduction and adding value to your customer
  • Ecosystem Orchestration to pull together various digital solutions to seamless delivery
Sarunas Suipis, EUROC Site Leader, VP Operations at Western Union

Sarunas Suipis

EUROC Site Leader, VP Operations
Western Union

9:30 am - 10:00 am AUSTRALIAN THOUGHT LEADERSHIP: Should a Shared Service Take On a Strategic Function? The Value of Adding Scope to a Shared Service from a Single Function into Multifunction

BHP have undergone a continuous transformation of their shared services over the last three years. They constantly reassess and add scope to their shared services gradually. This enables a more strategic and sustainable approach to setting up the shared service. Due to its ability to optimise and prove value faster which stems from greater control. It has also enabled change across the shared service- by proving they have got the fundamentals right, they have started to move into an advisory role and have begun to move up the value curve.

  • Uncovering BHP’s transformation journey to gradually add value to a shared service, rather than as a big bang
  • Exploring operating models and how to reassess them once you reach critical mass
  • Moving into higher value activities and what’s next for BPH
Ben Fothergill, Vice President Global Finance Transformation at BHP

Ben Fothergill

Vice President Global Finance Transformation

10:00 am - 10:10 am Key Highlights from SSON’s 2019 State of the Industry Survey

The Evolution of ANZ Shared Services across the maturity curve: Trends in operating model, outsourcing, service offerings, IA & talent management

Syazana Lim

Lead Research Analyst
SSON Analytics

10:10 am - 10:40 am Creating A Culture of Continuous Improvement with RPA

Creating a world where humans and bots work side by side to achieve maximum efficiency and productivity. 

Client speaker and Tim Ebbeck

Shiv Chandra

Robotics Process Automation Manager
University of Melbourne

10:40 am - 11:10 am SPEED NETWORKING

11:10 am - 11:40 am MORNING TEA

Interactive Discussion Groups Interactive Discussion Groups - Pick Three!

During this part of SSOW, delegates will be sorted into groups of 15 to take part in Interactive Discussions around the topics below. Delegates will get the opportunity to select three topics and will rotate between their 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.

11:40: First Rotation  Take 5 12:15: Second Rotation  Take 5 12:50: Third Rotation

Table One

11:40 am - 1:00 pm Financial Process Transformation using Intelligent Automation

Vilma Ferreira

Head of Shared Services

Narain Viswanathan

Business Development and Account Director

Table Two

11:40 am - 1:00 pm 4 Ways Risk Intelligent RPA™ Can Take Your Office of Finance to World Class

Table Three

11:40 am - 1:10 pm Reimagine Shared Services through Leveraging Intelligent Automation

Priya Ganesh

Head – Finance and Accounting Transformation – APAC
Capgemini Business Services

Table Four

11:40 am - 1:20 pm Deep Dive into Enabling your Digital Workforce
You’ll hear about the Digital Workforce during our morning plenary session, now come and talk to Automation Anywhere experts about how you can overcome your business challenges and benefit from deploying digital workers in your enterprise or department.  This interactive session is your chance to ask questions and learn from others about how to get started, where to start, how to scale and best practices from around the world.  It doesn’t matter where you are in your RPA deployment or what existing systems you have, there is a solution for you.
At the end of each discussion group you will be able to sign up for a personalised value realisation demonstration &/or a Proof of Concept for your business

Table Five

11:40 am - 1:20 pm Finance Transformation: A Focus on End-User Experience as a Key Tactic for Change
Can adopting a mobile platform streamline processes and lead to more efficient and holistic travel and spend management?  How do you measure your organisation’s relevance and readiness? And how can you cut through the hype to determine the solutions with high-value outcomes? ANSTO will share their mobile strategy, lessons learned, and best practices. 

Janina Babaic

Business Process Analyst - Finance, Business Operations and Systems

Table Six

11:20 am - 1:00 pm Smart Sourcing your Workforce: Offshoring vs Robotics, How to Work Out What is Right For You

1:20 pm - 2:20 pm Lunch

Streams Start! Tailor Your Experience

Are you planning your Shared Service Launch or Up to 3 years in? Attend this stream!


2:20 pm - 2:50 pm How Process Management Creates Change and Drives Innovation - The Genuine Parts Company story
Hear how GPC Asia Pacific are creating capacity for change, innovation and continuous improvement. Hear about their initial plan, the lessons they learned, and how these can be adapted for your organisation.
— Learn how to get started on a continuous improvement journey
— Identify and eliminate the issues that are slowing you down
— Hear about specific use cases and success they have seen

Davinia Upshall

Business Process Improvement Lead

Over the initial bumps and looking to scale up? Want to connect to advanced organisations in SSO? Attend this stream


2:20 pm - 2:50 pm Accelerating Global Transformation Programs With World Class Leaders of Shared Service
AECOM’s APAC Global Business Services team influences the company’s global GBS strategy, headquartered in Los Angeles. With their accelerated transformation program and strong experience in Asia, the team is focusing on a globalised approach to GBS Services and Transformation programs. The SSOW 2018 winners of the Best in Class

Shared Services discuss:
  • Influencing global change and strategy from a local level through leadership
  • Shifting to an all-inclusive SG&A model through increasing scope in services
  • Realising improvements in cost, efficiencies and customer experience leveraging GBS
Gavin Ifield, Director Global Business Services at APAC, AECOM

Gavin Ifield

Director Global Business Services


2:20 pm - 2:50 pm A Quick Win for University of Melbourne Finance Teams with GL Wand from insightsoftware
In 2007, University of Melbourne introduced GL Wand into its core finance teams and over the last decade the active users have grown to over a hundred across multiple functions. Along the journey, University of Melbourne explored the comprehensive functionalities of GL Wand, which enabled a quick boost of efficiency in the finance and accounting teams, which a focus on creating real-time financial reports from GL and running powerful drilldowns. In 2015, University of Melbourne established a Shared Services model. GL Wand is now being used more widely in centralised departments, providing more effective operations support to academic divisions.
This presentation is going to showcase how University of Melbourne is using insightsoftware’s GL Wand to eliminate time-wasting tools and processes and leverage Excel to streamline reporting.

Martha Ning

Accountant, Finance Services
University of Melbourne


2:20 pm - 2:50 pm Panel Discussion: HR Transformation in Shared Services
This panel will discuss the newest improvements in HR technology, new strategy approaches and HR transformation as a whole.
  • How are the leaders in HR transforming their back office?
  • What kind of technology are you implementing in your back office?
  • Customer centricity in process is particularly important in HR as it is a human centric function. How do you ensure the customer is center?
  • What does the future of your HR Shared Services look like?

Nadine Wighton, Director HR Shared Services at Auckland University of Technology

Nadine Wighton

Director HR Shared Services
Auckland University of Technology

Morag Eyles, GM People Services at NAB

Morag Eyles

GM People Services


2:55 pm - 3:25 pm Award Winning Case Study: Establishing a Multifunctional Shared Service that Business Partners Value and Want to Work With
In 2017 Lion expanded their finance shared services team into a multi-function platform whilst also off shoring, representing a significant change in Lion’s operating model. 18 months later Enterprise Services is seen as an enabler of a broad range of strategic initiatives with a corresponding increase in scope of activities. In this session, Emma outlines how Lion:

  • Successfully rebranded and launched Lion’s shared service team to support Lion’s transformation agenda
  • Created the opportunity to realise significant incremental annual revenue through focussing on the customer experience
  • Engaged the broader business on the realising the benefits of end to end process optimisation
Emma Beard, Enterprise Services Director at Lion Co

Emma Beard

Enterprise Services Director
Lion Co

2:50 pm - 2:55 pm TAKE 5

Are you planning your Shared Service Launch or Up to 3 years in? Attend this stream!


2:55 pm - 3:25 pm Benefit Realisation: Centralising Your Shared Service to Reduce Locations by 75% and Drive Performanc
Joe explores the implementation of his shared service with his team over the last 10 years from new beginnings to an evolved mature service and how they constantly do more with less. He also discusses how to prove a benefit over competitors in cost, efficiency and customer service.

  • Prove the business case to continue evolution and transformation
  • Realise a cost saving with effective measurements of workload and resourcing
  • Explore how to measure benefits in efficiency and customer service from centralising services
Joe Guerrini, Shared Services Manager at University of Southern Queensland

Joe Guerrini

Shared Services Manager
University of Southern Queensland

Over the initial bumps and looking to scale up? Want to connect to advanced organisations in SSO? Attend this stream


2:55 pm - 3:25 pm Leveraging your Mature Shared Services Function to Drive Customer Value Through Innovation

Maree McMahon

Financial Controller
Anglicare Southern Queensland


2:55 pm - 3:25 pm The Road to Finance Transformation: How Woolworths Saved Over $4 Million Per Year in Operating Costs
Three years ago Woolworths made the decision to insource finance operations in Hobart. Due to increasing operating costs and cultural challenges, they identified significant transformation of their finance functions was required. By optimising their people, processes and systems, they were able to achieve a 35% reduction in their operating costs and are continuing to see results.

  • Hear about the ROI of culture transformation investment in their team transforming the culture
  • Benchmarking with external providers to provide value
  • Building systems internally with a focus on optimisation and automation
Rob Fellowes, Delivery Lead Transaction Solutions at Woolworths Group

Rob Fellowes

Delivery Lead Transaction Solutions
Woolworths Group


2:55 pm - 3:25 pm Getting Ready to Deploy Automation: Utilising Process Mapping to Ensure a Successful RPA Roll Out
Brett is passionate about what he calls dysfunctional HR. He defines this as the idea that just because you implement an HR system or automation, it doesn’t mean all of your problems are automatically fixed! Understand how to effectively map your processes and optimise them to be ready to roll out automation where needed.

  • Defining your processes clearly and understand the direction of your shared service
  • Identifying which processes to optimise, and which to implement automation
  • Maximise the impact of automation with forethought and detailed planning and ensure your user experience wont be impacted
Brett Holmes, Head of Human Resources Shared Services at Sigma Healthcare

Brett Holmes

Head of Human Resources Shared Services
Sigma Healthcare


2:55 pm - 3:25 pm Effectively Managing Cultural Differences with Offshored and Outsourced Employees in Asia
Anabela Marcal
Manager of Shared Services,
Craveable Brands

Anabela Marcal

Manager of Shared Services
Craveable Brands

3:25 pm - 3:30 pm TAKE 5

Are you planning your Shared Service Launch or Up to 3 years in? Attend this stream!


3:30 pm - 4:05 pm Get Rid of Non Performing Structures! How to Strategically Position Your SSO for the Future
This session articulates how you can align the strategic direction of your back office with your stakeholders needs and understands where SSO might be going in the future.
This allows you to structure your SSO in a more informed manner and achieve the benefits which you want to deliver.

  • Creating a roadmap and framework to detail Mater’s strategy
  • Structuring Shared Services to work with automation and move up the value curve
  • Determining how to measure and benchmark your shared service against competitors for survival
Bob Beusekom, Group Director Corporate and Shared Services at Mater Group

Bob Beusekom

Group Director Corporate and Shared Services
Mater Group

Over the initial bumps and looking to scale up? Want to connect to advanced organisations in SSO? Attend this stream


3:30 pm - 4:05 pm Launching a Global Business Service: What Does it Mean and is it Worth it?
Getting to a Global Business Service (GBS) seems to be the Holy Grail- something that many organisations want to implement as they look to simplify costs and better manage shared services. In this session designed to help you identify if a GBS is the right option for you, David Burns, Telstra Global Business Services, shares the insights, benefits and challenges faced as Telstra implemented a Global Business Service model.

  • Exploring the different operating models in the Global Business Service space
  • Outlining and overcoming the challenges faced when implementing a GBS model
  • Understanding the cost and benefits realised through a GBS model
David Burns, Group Executive, Global Business Services at Telstra

David Burns

Group Executive, Global Business Services


3:30 pm - 4:05 pm Reducing Costs at AMP With System Integration and Automation on Low Frequency Tasks
Andrew is implementing system integration and RPA across a number of processes to minimise costs, create a leaner shared service and improve efficiency. He has implemented automation on 8-9 processes with plans to implement about 5-6 more projects on Accounts Payable, Statutory Accounts, and R2R.

Andrew discusses:
  • Implementing systems integration and automation for cost benefit, streamlined process and human error reduction
  • Upskilling staff in his financial shared service with the ability to create robots for a more sustainable role
  • Improving the customer experience with process excellence
Andrew Syros, Head Of Shared Services & Financial Control at AMP

Andrew Syros

Head Of Shared Services & Financial Control


3:30 pm - 4:05 pm Understanding the Digital Tools to Increase Self Service and Improve User Experience
Sveta from World Vision is implementing a three tier approach to upgrade the HR legacy systems her teams are currently working with to try to improve their HR service delivery. Sveta specifies some of the new technology she is implementing for her staff to increase self service and improve user experience.

  • Exploring the use of digital in the back office to make your HR more efficient
  • Implementing World Vision’s three tier approach including upgrading old legacy systems, implementing self service technology and creating CoE’s to improve the delivery of the HR function
  • Quantifying the benefit of these technologies by measuring employee experience and creating a competitive advantage
Sveta Ramani, Project Manager of HR Service Delivery at World Vision

Sveta Ramani

Project Manager of HR Service Delivery
World Vision


3:30 pm - 4:05 pm Embarking on Large Scale Projects with Excellent Project Management Approaches
Amy will take you through her latest challenge and passion- how to manage large scale projects and deliver initiatives with an excellent project management approach. Discuss some of the most important aspects to consider including the importance of strong governance. 

Amy Tam-Lee

Head of Project Management and Continuous Improvement, GBS APAC

Are you planning your Shared Service Launch or Up to 3 years in? Attend this stream!


4:05 pm - 4:35 pm Solutions Clinic: Establishing a Shared Services, Offshore or Outsourced Model- What’s Right for You?
What is a Solutions Clinic? You have 20 minutes to solve a particular challenge in a collaborative discussion before each table will have the opportunity to present their solutions back to the group. Solve your challenge and good luck!

Mark has extensive experience in shared services, offshore and outsourced models at companies like Citi, Lehman Brothers and NCR. This discussion will help leverage the experience of the room, as well as Mark’s, in advising your best next steps, dependent on your journey.

Mark Skelton, Head of Procurement Shared Services at Commonwealth Bank

Mark Skelton

Head of Procurement Shared Services
Commonwealth Bank

Over the initial bumps and looking to scale up? Want to connect to advanced organisations in SSO? Attend this stream


4:05 pm - 4:35 pm Solutions Clinic: How To Strike A Balance Between Standardisation and Governance vs Flexibility and Agility
What is a Solutions Clinic? You have 20 minutes to solve a particular challenge in a collaborative discussion before each table will have the opportunity to present their solutions back to the group. Solve your challenge and good luck!

ANZ have led an organisational wide scaled agile approach. In this session Kavita shared and explores with you some of the lessons learned around planning at a micro level, iterating frequently, shifting mindsets and getting the right policy and controls in place in an agile framework.

Tim Johnson, Head of Insurance Operation Delivery at Suncorp

Tim Johnson

Head of Insurance Operation Delivery


4:05 pm - 4:35 pm Implementing a Transactions Bot With a Small Budget for Cost-Benefit and Process Efficiency
Monash has begun to implement robotics within with transactions accounting team. This session explores how they have begun to implement the bot, proving the PoC and even how they are beginning to scale up RPA from the first initial success!

  • Creating the business case and PoC to implement a bot to do Monash’s transactions
  • Understanding how Monash proved a benefit and measured their success with efficiency and improved processing times
  • Discussing scaling bot production and implementation up through the accounting services
Maria Paz, Delivery Lead, eSolutions, Shared and Campus Services at Monash University

Maria Paz

Delivery Lead, eSolutions, Shared and Campus Services
Monash University

Connie Mogg, Director, Research and Revenue Accounting Services at Monash University

Connie Mogg

Director, Research and Revenue Accounting Services
Monash University


4:05 pm - 4:35 pm Solutions Clinic: Decentralised to Centralised: Creating a Structured Culture Change to Manage Transformation
What is a Solutions Clinic? You have 20 minutes to solve a particular challenge in a collaborative discussion before each table will have the opportunity to present their solutions back to the group. Solve your challenge and good luck!

Healthshare NSW is creating quite a large shared services. However what must come with that change is management of your people. Santhoshi discusses her framework and approach to implementing a concrete change management strategy to help with transtition

Santhoshi Chander, Head of Program and Change at NSW Health - HealthShare

Santhoshi Chander

Head of Program and Change
NSW Health - HealthShare

4:35 pm - 5:05 pm AFTERNOON TEA

5:05 pm - 5:35 pm Empowering teams to drive faster transformation using technology guide-rails in the form of ‘software that mimics a consultant’

AMP’s Life Insurance business is driving down the duration and cost of process transformation by empowering teams to think like improvement experts regardless of their level of experience.
Melissa and Niranjan discuss how Expertise Automation technology helps drive collective benefits across the organisation through empowering employees to:
  • Feel the process flow without getting caught up in complex process maps
  • Understand the metrics that matter, where, and why; and make the best use of whatever data is available, rather than wait interminably for the ideal data source
  • Investigate all that is important, while not wasting time on things that are not important
  • Get to insights faster, tell the story better
Niranjan Deodhar, Founder at Open Orbit

Niranjan Deodhar

Open Orbit

Melissa Pinfold, Head of Quality & Capability (USO) at AMP

Melissa Pinfold

Head of Quality & Capability (USO)

5:35 pm - 6:05 pm Big Ideas Speaker

Kathy Watt

Kathy Watt is best known to the Australian public as the first Australian female to win a Gold medal at the 1992 Olympic Games in Barcelona. She also won an Olympic Silver medal in the track 3km Individual Pursuit.

Kathy has won World Cups, Commonwealth Games, Oceania and Australian Gold medals as well as many International cycling competitions.

Kathy is also an Award winning photographer. She has competed in 2 Olympics as an athlete and 3 as a photographer!

Kathy Watt

Olympic Gold Medalist
Big Ideas Speaker

6:05 pm - 7:30 pm NETWORKING DRINKS

7:30 pm - 11:00 pm Awards Dinner