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

Conference Day Two: Thursday, 13th june 2019

8:00 am - 8:30 am COFFEE AND REGISTRATION

8:30 am - 8:40 am Opening Remarks from Conference Chair Person

Bob Beusekom, Group Director Corporate and Shared Services at Mater Group

Bob Beusekom

Group Director Corporate and Shared Services
Mater Group

8:40 am - 9:20 am C-SUITE PANEL: Through the "Lens of the Customer" Optimising Your Operating Model to Adapt to New Business Requirements and Rising Expectations

This panel presents a customers view of an ideal shared service or outsource provider, and explores ways to delight your customer. You will also gain insight into how customers measure your success and should help to inform your strategy for the future of your SSO.

  • Exploring exactly what the C-Suite want from the Shared Service and how they want an interaction to look like
  • Determining the scope of the Shared Service and what the C-Suite wants to give to the Shared Service
  • Understanding how to delight the C-Suite and what they will take notice of to drive your initiatives ahead

Panellists:
Pranay Lodhiya, Chief Financial Officer at Bureau of meteorology

Pranay Lodhiya

Chief Financial Officer
Bureau of meteorology

Tim Johnson, Head of Insurance Operation Delivery at Suncorp

Tim Johnson

Head of Insurance Operation Delivery
Suncorp

Michelle O'Connor

Director of Finance Operations
UNSW

9:20 am - 9:50 am Revisiting BlueScope’s Outsourced Model to Achieve More than 50% Cost Saving

Two years ago BlueScope Australia and New Zealand decided to offshore already outsourced processes to deliver sustainable cost savings, but also to gain access to global process innovation. Bluescope will discuss the journey to offshore P2P, C2C and R2R functions, and overcome challenges around cultural change and managing a true partnership with your provider to achieve innovation.

  • Transitioning working to overcome internal process issues and working with people to achieve change
  • Developing a strong internal team that is partnered with your offshore and outsourcer
  • Build productivity improvements in waves to mitigate risk through offshore and internally.
Stephannie Jonovska, Manager Finance Transformation at Bluescope

Stephannie Jonovska

Manager Finance Transformation
Bluescope

9:50 am - 10:20 am From Cost Savings to Valuable Service: How CSL Hired and Onboarded over 10, 000 Employees and Grew the Business as a Result from Shared Services

CSL is an Australian legacy company, operating for over 100 years in 30 countries with over 17,000 employees world wide. Clare has been on a journey at CSL, implementing a Global Business Services model. She will tell the story of her maturing shared service, which has been constantly evolving and growing in end to end HR delivery.

  • Implementing systemisation, using her BPO background to streamline processes and then implement automation
  • Creating new opportunities for her people as they begin to own design, data quality and data analytics in the shared service
  • Delivering real value add and a customer centric approach to service through survey metrics
Clare McCann, Director, HR Operations at CSL Behring

Clare McCann

Director, HR Operations
CSL Behring

10:20 am - 10:50 am Reinventing Automation: Unleashing the Power of the Future Workforce Through Intelligent Automation

Sateesh Seetharamiah

Vice President and Global Product Head of AssistEdge
EdgeVerve

Mark Pinder

Head of Center of Excellence for RPA
Event Hospitality & Entertainment Ltd

10:50 am - 11:20 am MORNING TEA

Streams Start - HOW TO

Not quite ready for RPA? No Problem! Understand how to create lean processes for cost efficiency without it

OPTIMISE PROCESSES FOR EXCELLENCE

11:20 am - 11:50 am Implementing Process Excellence Overnight With Limited Budget for Big Results
With only a small budget for improving they way his shared service operates, Tim consistently looks for ways he can improve the back office with existing systems and infrastructure, rather than utilising outside help. Tim tells a warts and all story of implementing process excellence, working to provide a fast, effective and accurate service to their customer.

  • Enhancing process excellence overnight with robust policy and procedure
  • Exploring cost effective technology to deliver real results in payroll, rostering, contracts and bulk reference checking
  • Discussing the frank lessons learned to implement effective process excellencelike understanding how to work with your client and people for the best outcomes
Tim Whitbourn, Director HR Shared Service at Monash Health

Tim Whitbourn

Director HR Shared Service
Monash Health

Following on from workshop A, you will learn everything you need to implement RPA in your Shared Service

IMPLEMENT ROBOTIC PROCESS AUTOMATION

11:20 am - 11:50 am Creating an Enterprise-Level Digital Workforce: Tried and Tested RPA Opportunities in a SSO
Tim explores the emergence and implementation of the Digital Workforce across Telstra’s Global Business Services in recent years. From early adoption, to increased automation capabilities and the radical impact the Digital Workforce is having. He also discusses how to prepare enterprises for this change and how to prove cost benefits, efficiency and increased customer service.
— Discussing Telstra GBS’s RPA journey to date and the impact it has had across multiple business units
— How Digital Workforce Capabilities are expanding and what these mean for SSOs in the next 5-10 years

Tim Barnes

Head of Robotics and Process Automation
Telstra

Following on from workshop B, you will learn everything you need to implement Analytics and AI in your SS

IMPLEMENT DATA ANALYTICS AND ARTIFICIAL INTELLIGENCE

11:20 am - 12:50 pm Vendor Management Best Practices When Adopting AI & Data in the Back Office
Facilitator:
Joel Campbell, Leader of Data Science and AI at Rio Tinto

Joel Campbell

Leader of Data Science and AI
Rio Tinto

People Problem? Attend this stream to learn how to change your culture!

IMPLEMENT CULTURAL CHANGE AND PEOPLE MANAGEMENT

11:20 am - 11:50 am Driving a Cultural Transformation in PTV
The establishment of Transport for Victoria in 2017 saw various transport agencies come together under one umbrella. This significant change was the catalyst to launch a transformation program of work. Culture was (and still is) a key focus in PTV’s transformation, as was governance, stripping out of red tape and PTV setting itself up for success in the next phase of its organisational evolution. This session will investigate how this was achieved.

  • Obtaining stakeholder buy-in from across different levels of the organisation
  • Some of the initiatives PTV has introduced to shift the staff narrative
  • Linking culture to business performance and strategy
Jason Gindidis, General Manager, Organisational Development and Business Partnering at Public Transport Victoria

Jason Gindidis

General Manager, Organisational Development and Business Partnering
Public Transport Victoria

Create a competitive advantage and move up the value curve through refocusing SSO on the customer!

ENHANCE CUSTOMER EXPERIENCE AND CENTRICITY

11:20 am - 11:50 am Overcoming Three Major Challenges to Inject Customer Centricity and Productivity into Shared Services through Standardised Processes
The South East region in Queensland is 1 year into a major transformation which is focused on customer centricity and productivity. Utilising process mapping and creating a tracker of advisory functions. Rebecca embed predictability, uniformity and quality assurance.

  • Cataloging services through a customer centric lens
  • Effectively tracker who is responsible for each service at different stage in the customer journey
  • Creating a benchmark for standardisation, turnaround times and productivity
  • Avoiding the challenges of a top heavy organisation
Rebecca Toohey, Director, Leadership and Capability at Department of Education and Training, Queensland

Rebecca Toohey

Director, Leadership and Capability
Department of Education and Training, Queensland

11:50 am - 11:55 am TAKE 5

Not quite ready for RPA? No Problem! Understand how to create lean processes for cost efficiency without it

OPTIMISE PROCESSES FOR EXCELLENCE

11:55 am - 12:25 pm Increasing Buy In to Ensure Adherence to Process
One of the biggest challenges to overcome in regards to process excellence is push back from your people. This session looks to solve this challenge to help employees understand the importance of the processes they are following and how to enforce procedure.

  • Embedding an understanding of how important following the process is to the value of shared service, productivity and cost savings
  • Instilling a culture of process excellence and transformation from the start in the minds of your people
  • Ensuring employees and executives know that people are the key to successful process optimisation
Anna Sazbo, Head of Business Development Operations and Strategic Projects, at King and Wood Mallesons

Anna Sazbo

Head of Business Development Operations and Strategic Projects,
King and Wood Mallesons

Following on from workshop A, you will learn everything you need to implement RPA in your Shared Service

IMPLEMENT ROBOTIC PROCESS AUTOMATION

11:55 am - 12:25 pm Generating an ROI of 20-25% from RPA for Low Frequency Tasks
ME Bank has run a very successful RPA pilot, managing to reduce their home loan statement request processing times down from 3 days to under 2 minutes. ME Bank has proved the PoC and pilot and are effectively rolling out RPA across about 300 processes while facing the challenge of scalability & coordination across the organisation.

  • Understanding Prithesh’s initial strategy for the pilot and PoC and how he implemented it
  • Exploring how Prithesh measured and proved ROI on around 300 automated processes
  • Exploring how Prithesh is looking to scale up automation organisation wide through centralising RPA strategy and learning from the initial success
Prithesh Prabhu, Head of Operational Efficiency at ME Bank

Prithesh Prabhu

Head of Operational Efficiency
ME Bank

Following on from workshop B, you will learn everything you need to implement Analytics and AI in your SS

IMPLEMENT DATA ANALYTICS AND ARTIFICIAL INTELLIGENCE

11:55 am - 12:25 pm Bringing Core Competitive Advantage Back In-House With Data Analytics
Meridian Energy is a data rich organisation. Marcus has recognised that their data holds immense value, especially in an automated future, driven by data analytics. Marcus explores his experience in strategically bringing activities that were originally outsourced back in house around business intelligence and analytics.

  • Creating increased ownership and quality of data work through bringing capability in house
  • Managing one partner to create a key relationship and increase reactiveness
  • Applying data analytics in the back office with IBM Maximo Asset Management to track and plan asset maintenance across complex sites such as hydroelectric power stations.
Marcus Southam, Business Intelligence and Data Analytics Manager at Meridian Energy

Marcus Southam

Business Intelligence and Data Analytics Manager
Meridian Energy

People Problem? Attend this stream tolearn how to change your culture!

IMPLEMENT CULTURAL CHANGE AND PEOPLE MANAGEMENT

11:55 am - 12:25 pm Aligning Culture With a 80% Offshore and 20% Onshore Team to Drive Performance
Managing an offshore team is difficult, as we know that its harder to enforce process and procedure, communicate changes and invigorate leaders in our offshore centres. This session explores how Leasa is overcoming these challenges through some innovative initiatives with her offshore team.

  • Creating culture across nations through increased communication
  • How Leasa established a “no stupid questions” and judgement free zone for her offshore team, despite time zone differences to enforce correct procedure,
  • Reducing costs of managing an offshore
Leasa Robinson, Head of Shared Service and Vendor Management at NBN Co.

Leasa Robinson

Head of Shared Service and Vendor Management
NBN Co.

Create a competitive advantage and move up the value curve through refocusing SSO on the customer!

ENHANCE CUSTOMER EXPERIENCE AND CENTRICITY

11:55 am - 12:25 pm Adopting Co- Design and Customer- Centric Strategies When Setting up SSOs
Facilitator:
Peter Tow, Director, Project Management Office at Western Sydney University

Peter Tow

Director, Project Management Office
Western Sydney University

12:25 pm - 1:25 pm LUNCH

Not quite ready for RPA? No Problem! Understand how to create lean processes for cost efficiency without it

OPTIMISE PROCESSES FOR EXCELLENCE

1:25 pm - 1:55 pm Exploring Three Agile Projects at Auckland University of Technology to Provide Better Employee Experience
AUT’s People and Culture team is focusing on great graduates through their AUT Directions to 2025 mission. Through implementing the right structure with the right people they have improving employee experience, selfservice and standardisation and simplification of processes. This has allowed the team to deliver cross functional projects, moving P&C towards its’ vision of strategic business partners. Nadine explores:

  • A new way of working based on agile projects and principals
  • Driving performance through collaboration, simplification and automation
  • Improving people, partner and employee experience as a result of process
Nadine Wighton, Director HR Shared Services at Auckland University of Technology

Nadine Wighton

Director HR Shared Services
Auckland University of Technology

Following on from workshop A, you will learn everything you need to implement RPA in your Shared Service

IMPLEMENT ROBOTIC PROCESS AUTOMATION

1:35 pm - 2:05 pm Creating a RPA Centre of Excellence from a Shared Service to Add Value

Suparna Dasgupta, Vice President at Former AXA

Suparna Dasgupta

Vice President
Former AXA

Following on from workshop B, you will learn everything you need to implement Analytics and AI in your SS

IMPLEMENT DATA ANALYTICS AND ARTIFICIAL INTELLIGENCE

1:25 pm - 1:55 pm Building a Future Workforce: Integrating Human & Digital Labor
It is estimated that Artificial Intelligence will create more than 2.8 million jobs to drive Australia forward in this tech. However at the moment there is a shortage of talent to sustain the development. This session discusses how to hire, cultivate and empower people to develop and drive Artificial Intelligence.

  • How to recruit for the objective that you want to achieve with Artificial Intelligence
  • How to develop leaders of Artificial Intelligence and retain them in your organisation
  • Discussing case studies from Thyago’s experience

Emanuel Vale

Head of Artificial Intelligence
Seek.com.au

People Problem? Attend this stream to learn how to change your culture!

IMPLEMENT CULTURAL CHANGE AND PEOPLE MANAGEMENT

1:25 pm - 1:55 pm Become a Culture Catalyst: Four Strategies to Align Values, Outcomes and Systems
According to the Victorian Public Service Commission (2013), culture lies at the heart of many operational and service delivery problems. Shawn will discuss aligning values, outcomes and systems to unleash the power of the organisation and its people to achieve high performance.

  • Understanding strategic orientation, outcomes and citizen centricity
  • Establishing co-operative partnerships
  • Building capabilities, competencies and employee engagement
  • Continuous improvement and systems alignment
Shawn Wilkey, Director Service Delivery Reform at Department of Premier and Cabinet Victoria

Shawn Wilkey

Director Service Delivery Reform
Department of Premier and Cabinet Victoria

1:55 pm - 2:00 pm TAKE 5

Not quite ready for RPA? No Problem! Understand how to create lean processes for cost efficiency without it

OPTIMISE PROCESSES FOR EXCELLENCE

2:00 pm - 2:30 pm Implementing Process Optimisation and Outsourcing in the 21st Century for the Future of SSO
This session determines how to automate the right processes, enhance the customer experience with self service technology and explore Metcash’s continuous improvement model. Justin discusses how to combine technology and process improvement to increase productivity and reduce the cost to serve. He will also explore their new ventures into outsourcing and how they have really created partners, not just providers.

  • Embracing technology to reduce and eliminate insignificant tasks
  • Reimagining processes with the customer in mind
  • Exploring outsourcing agreements and how to create a successful partnership
Justin Randall, Shared Services Manager at Metcash

Justin Randall

Shared Services Manager
Metcash

Following on from workshop A, you will learn everything you need to implement RPA in your Shared Service

IMPLEMENT ROBOTIC PROCESS AUTOMATION

2:00 pm - 2:30 pm Three Elements to Consider when Implementing a Governance Framework for RPA to Improve the Quality of Bots
Governance is rarely done well reactively; a framework should be put in place before any deployment begins. In this session, Adrian Iaiza from TAL Australia explains step by step the tried and true framework that can be applied to control your IA and minimise risk.

  • Creating incident management frameworks when IA is impacted by unforeseen changes, and assessing impact of business operations if the robot is down
  • Learning how risk management techniques need to evolve with a digital workforce
  • Considering factors such as auditing in a digital environment, disruption management and reassessing rule sets.
Adrian Iaiza, Robotic Process Automation and Operational Excellence at TAL

Adrian Iaiza

Robotic Process Automation and Operational Excellence
TAL

Following on from workshop B, you will learn everything you need to implement Analytics and AI in your SS

IMPLEMENT DATA ANALYTICS AND ARTIFICIAL INTELLIGENCE

2:00 pm - 2:30 pm Cultivating Leaders of Artificial Intelligence and How To Create High Performing Teams For 20% Savings
In this session, Russell will discuss his own journey of implementing Artificial Intelligence to allow data to be analysed in their pump systems and automatically select the most efficient options, resulting in a 20% saving on their energy bills.

  • Analyse Russell’s case of implementing Artificial Intelligence and the challenges he faced
  • Cultivating cultural change and mindset change within teams to trust and adopt the AI
  • Creating leaders and ownership of AI in teams: how Russell took his mistrusting team of AI to optimisers and advocates of the scripts
Russell Riding, Automation Team Leader at Melbourne Water

Russell Riding

Automation Team Leader
Melbourne Water

People Problem? Attend this stream to learn how to change your culture!

IMPLEMENT CULTURAL CHANGE AND PEOPLE MANAGEMENT

2:00 pm - 2:30 pm Creating a Workforce Transition Strategy: Repurposing Programs at Standard Bank to Effectively Manage the Future Employee
Cultural change is fundamental to a successful roll out of new digital technology. This session focuses on creating effective repurposing programs to help those people being displaced by new technology to upskill, taking people from where they are to what they are capable of in the 4th industrial revolution.
— Standard Bank’s repurposing program and strategy to reskill people into CX or upskill into digital operations
— Understanding Standard Banks case studies and examples of effective strategy to keep employees within the organisation
— Tackling cultural change to be ready to accept automation!
Michael Daniels, Head: Operations Shared Services and Business Process Improvement at Standard Bank

Michael Daniels

Head: Operations Shared Services and Business Process Improvement
Standard Bank

2:30 pm - 3:00 pm AFTERNOON TEA

3:00 pm - 3:30 pm INTERNATIONAL KEYNOTE: Comparing the Advantage of End to End Processes in Finance for Optimal Process Flow

Ross has in previous experiences mostly worked in a siloed function within finance. However his role at International SOS opens up an entirely new opportunity, whereby he is responsible for end to end finance processes. Ross discusses the differences between working within a siloed function and working holistically with end to end processes. This session explores:

  • Comparing the experience of managing financial processes in a silo vs end to end processes
  • Working holistically and ensuring other processes and customers are not being impacted negatively to create more efficient processes
  • Exploring how to restructure your people and shared services to work with end to end processes
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

3:30 pm - 4:00 pm AUSTRALIAN THOUGHT LEADERSHIP: How ACT Shared Services Created a Digital Portal to Both Increase Efficiency and Ensure Happy Customers

Hear from our 2018 SSOW award winners of Process Excellence on their creation of a new digital portal. The successful implementation of the website and associated digitised workflows has led to more efficient processing of requests that are received by Shared Services and a more consistent approach is being taken when fulfilling customer requests. This session explores the solution, which has allowed for more control and transparency of the feedback, complaints and complements mechanism as well as achieving significant savings in resources and time, particularly from the customer perspective. Understand how ACT Shared Services have in 6 months processed:

  • 30,000 digital approvals
  • 47,000 digital forms submitted
  • 3.7 million pieces of data collected
  • An estimated 117,500 pieces of paper saved
Graham Tanton, Director at ACT Shared Services

Graham Tanton

Director
ACT Shared Services

4:00 pm - 4:30 pm AUSTRALIAN THOUGHT LEADERSHIP: Balancing Human and Digital Labor: Creating an Effective Mix of Digitization, Automation and Outsourcing to Improve Customer Experience

According to SSON Analytics, 38% of Australian attendees measure their shared service by improving customer service. This session explores how Kerri-Anne is driving a transformation through Downer and her Business Services Centre to focus on innovation and improving customer experience. With an intentional move towards a “Business Services Centre” rather than a Shared Services Centre, she has been focusing on creating the optimal mix of human, automated and outsourced labor to complement the operating structure. Through addressing challenges like maturity, culture and capability, Kerri-Anne has been able to drive measurable benefits to add value, improve customer experience and increase scope.

  • Aligning people, automated technology and outsourcing to increase capacity and scope of business services
  • Restructuring and redeploying your people to work on value adding tasks after automation has been implemented
  • Taking a customer centric mindset and measuring your benefit through increased customer experience
Kerri-Anne Loring, Head of Business Services Centre at Downer

Kerri-Anne Loring

Head of Business Services Centre
Downer

4:30 pm - 4:40 pm Closing Remarks

4:40 pm - 4:40 pm Conference Ends