Conference Day Two: Wednesday, 17th June 2020

8:30 am - 9:00 am Coffee and Registration

img

Suzanne Leopoldi-Nichols

President of Global Business Services
UPS, USA

9:10 am - 9:20 am Highlights from SSON's State of the Shared Services Market Report

Naomi Secor - Global Managing Director, SSON
Get an up-close-and-personal view of the seismic changes impacting Shared Services today in the ANZ market: CoE proliferation, data, aggressive productivity targets; fewer resources, more results. Join this data rich session for a summary of what’s happening in your back yard.
img

Naomi Secor

Global Managing Director
SSON

Main Stage Keynotes & Plenary

9:20 am - 9:50 am International keynote - UPS: Building Standardized Shared Services Across 220 Countries and Driving A Customer Centric Approach To Service Design

Suzanne Leopoldi-Nichols - President of Global Business Services, UPS, USA
Having grown and developed their multifunctional shared services model, UPS were able to expand to a Global Business Services (GBS) across every continent around the globe. The next step is their GBS 3.0 strategy. Already having positioned themselves as a business partner in 82 GBS hubs through a continuous improvement strategy, they are now focusing on how they can drive a design thinking approach to bring the focus back to customer need. In this session, Suzanne will share lessons learned in the build and expansion of GBS and will talk of how UPS plan to deliver more intelligent and expansive services.

  • GBS 1.0 & 2.0 - The build and expansion of GBS on every continent, across 220 countries and territories
  • Going global and lessons learnt
  • Automation and early IA experimentation
  • Standing up verticals to support the business model as a strategic ‘value add’ business partner
  • GBS 3.0 – driving an end to end model and a design thinking approach: workshopping a catalogue of services
  • The demand management process and building a cadence of customer contact & awareness
img

Suzanne Leopoldi-Nichols

President of Global Business Services
UPS, USA

Debate surrounds the concept of leadership; is it an innate and inherent ability held by a small number of people, or can anyone rise to the challenge of leadership? Into this complex field of study comes the issue of female leadership. Does it differ from male leadership, and if so, what are those defining characteristics? Women in their own way, wield enormous influence and have inspired many to their respective cause. In this panel, leaders will join together to discuss female leadership in business services.

  • Exemplary leadership examples and why diversity means more success
  • Breaking down stereotypes: should this be top-down?
  • The evolution of shared services as a prime opportunity to drive diversity
Panel chair:
img

Marina Brbot

.
Speaker & Author on Inspirational Empowering Women

img

Suzanne Leopoldi-Nichols

President of Global Business Services
UPS, USA

img

Anna Alechno

Global Process Improvement and Automation Lead
IKEA, Europe (Poland)

img

Rob Doyle

CFO
Domain

10:20 am - 10:35 am SSON Analytics

Focusing on specific shared services locations, models, roles and themes, SSON analytics will present an update on the Australasian and global trends to help you make decisions about your shared services organisation.

10:35 am - 11:10 am Reserved for sponsor thought leadership session

11:10 am - 11:40 am Morning Tea

Brilliance Clinics
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.

11.40 1st Rotation | Take 5 | 12.15 2nd Rotation | Take 5 | 12.50 3rd Rotation

Topic One

11:40 am - 1:20 pm How to launch a shared service centre across multiple countries with disparate systems and cultures
Warren Elsworth - Group Finance Director & Company Secretary, Grace Removals Group
img

Warren Elsworth

Group Finance Director & Company Secretary
Grace Removals Group

Topic Two

11:40 am - 1:20 pm How to align shared services and Agile practices to ensure optimal project delivery
Matt Harman - Senior Manager Strategic Execution, National Australia Bank
img

Matt Harman

Senior Manager Strategic Execution
National Australia Bank

Topic Three

11:40 am - 1:20 pm Flipping the focus: redefining shared services to revolve around a customer centric strategy
Susan Kinobe - Executive Director of Corporate Services Executive, TAFE Queensland
img

Susan Kinobe

Executive Director of Corporate Services Executive
TAFE Queensland

Topic Four

11:40 am - 1:20 pm Moving up the value chain and transforming from transactional services to knowledge services
Suraj Walia - usiness Leader, Global Shared Services(GSS), MetLife, India
img

Suraj Walia

usiness Leader, Global Shared Services(GSS)
MetLife, India

Topic Five

11:40 am - 1:20 pm Strategies for embedding design thinking across front and back office to ensure end-to-end customer journey
Anet Redmer - Service Design Lead, Qantas
img

Anet Redmer

Service Design Lead
Qantas

Topic Six

11:40 am - 1:20 pm Value creation through intelligent application design: unlocking the power of data, analytics and automation
Kiriti Rambhatla - Head of Operations Intelligence for Supply Chain & Digital Operations, Linkedin
img

Kiriti Rambhatla

Head of Operations Intelligence for Supply Chain & Digital Operations
Linkedin

Topic Seven

11:40 am - 1:20 pm How to execute an effective change management strategy to support E2E process transformation and driving increased value through business services
Raj Paterson - Head of FP&A, Macquarie Retail, Macquarie Group
img

Raj Paterson

Head of FP&A, Macquarie Retail
Macquarie Group

1:20 pm - 2:20 pm Lunch

Streams Start - Tailor Your Experience

STREAM A: PEOPLE & CULTURE

2:20 pm - 2:50 pm ACT Government: Managing 130+ Projects Across Multiple Directorate Agendas in a Multi-Function Shared Service While Elevating IT Capability
Gary Davis - CIO (ICT Shared Services), ACT Government
The ACT government has a multi-function shared service centre which houses 900 employees. With numerous directorates to service, prioritization of service optimization is a constant challenge. In this session, they will speak of how they manage the conflicting agendas of those agencies they service. They will share high level communications strategies, as well as their 2020+ vision which will see them progress away from a transactional service to a consultative partner to each directorate.

- Vision 2020+
  • Steps to becoming an enabling entity for government: uplift through contemporary delivery of IT
  • Negotiating the boundaries of functional responsibility – government vs agency
  • The challenge of balancing BAU with innovation in service
- High level communication strategies for transparency in decisioning
  • Centralized prioritization meetings for relationship management
  • Activity reporting for clarity across 130+ projects which touch multiple directorates
img

Gary Davis

CIO (ICT Shared Services)
ACT Government

STREAM B: DISRUPTIVE TECH & INNOVATION

2:20 pm - 2:50 pm NAB: Insight to Foresight - Business Services Led Value Creation by Scaling Robotics & AI
Prithesh Prabhu - Head of Automation & Change, NAB
Business Services can lead value creation as well as value capture for the organization by ensuring the right governance for solutions like Robotics, Machine Learning & AI.
In this session NAB will share an insight into how they are developing a detailed mapping strategy and governance framework to enable optimal process automation.
 
·         From Machine Learning to Artificial Intelligence and bot enhancement
·         The danger of jumping in too soon: process discovery, standardization and optimization before automation
·         Post-identification waterfall and process prioritization for ROI
·         Mitigating risk upfront through risk analysis and process mapping
·         Creating a centre of excellence – a centralised approach to drive more value through business services
·         End to end automation for service improvement
img

Prithesh Prabhu

Head of Automation & Change
NAB

STREAM C: PROCESS EXCELLENCE

2:20 pm - 2:50 pm Lion: The 2 Year Journey to Embedding a Centre of Expertise and Continuous Improvement Culture in Business Services
Lisa Seary - Business Process Excellence Director, Lion
A huge part of transformative work is the ability to maintain the positive change you introduce. Continuous improvement is therefore a crucial capability to instill in business services. Here Lion share their work to embed this practice, including process excellence and approaches to change management which have proven successful.

- Leveraging Continuous Improvement achievements to gain a seat at the table with business partners
- Developing out as a centre of expertise for the business
  • Strategies for building process excellence capability
  • Driving efficiencies and end to end process optimisation to support business partners’ strategic objectives
- Developing champions of business improvement – change management and cultural golden nuggets

Stream chair -


img

Lisa Seary

Business Process Excellence Director
Lion

STREAM D: CUSTOMER CENTRICITY

2:20 pm - 2:50 pm NBN: Aligning Shared Services To Business Transformation and Driving a Customer Centric Approach
Leasa Robinson - Head of Finance Shared Services, NBN
When looking to work more closely with business, it is first essential for business services to align with overarching priorities and strategy. In this session, NBN demonstrate how they are doing this, while simultaneously driving a customer-centric approach to enterprise services.

  • Large scale shift: from a ‘build’ to ‘operating’ company
  • Aligning business models for standardisation as we pivot
  • Shared services transformation, the centre of excellence and continuous improvement
  • Balancing outsourcing and automation to drive a customer led strategy
  • Positioning services as a consulting model for the business
img

Leasa Robinson

Head of Finance Shared Services
NBN

2:50 pm - 2:55 pm Take 5

This panel discussion will bring together a cross-industry suite of speakers to share insights into developing enterprise services which get closer to the business. Perspectives on service model design, people, culture and change will give you an idea of how to ensure your workforce is positioned to be a transformational resource which aligns with business priorities.

  • Change and cultural management for ensuring sustainability in the evolution of your services model
  • People and culture – upskilling to enable project management through transformation
  • Progressing along the maturity matrix and gaining seat at the decision making table
Panelists:
img

Paul Bartley

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

img

Andrew Sherri

General Manager Corporate Services
Melbourne City Mission

img

Tania Galbraith

Director Finance and Continuous Improvement
The Walt Disney Company

STREAM B: DISRUPTIVE TECH & INNOVATION

2:55 pm - 3:25 pm Digital Enablement Panel: How to Leverage Digital Capabilities and Take Automation Further to Shift to Knowledge Services
Steven Morris - Head of Finance Shared Services Group Finance, Australia Post
Ian Horne - General Manager Business Improvement, Super Retail Group
Nathan Baker - Head of Shared Services Technology Group, NIB Health Funds
Regardless of maturity, businesses are turning to data and automation to progress their enterprise services. From starting out in RPA to progressing to advanced cognitive analytics and machine learning, it is critical to know how to harness the true potential of data science to be able to collaborate with business.
This panel will deep-dive into strategies for advancing your digital capabilities and improving your automation journey.

  • Embedding data science, analytics & visualization into operational models
  • Transitioning away from outsourcing to an automated workforce
  • Balancing human intelligence with artificial intelligence
  • Adopting IA Platform-as-a-Service
  • Critical steps to building E2E automation
Panelists:

img

Steven Morris

Head of Finance Shared Services Group Finance
Australia Post

img

Ian Horne

General Manager Business Improvement
Super Retail Group

img

Nathan Baker

Head of Shared Services Technology Group
NIB Health Funds

This panel discussion will look at back office advancement through continuous improvement and process excellence. The expert panelists will share perspectives on COE model design and the challenges faced on the journey to intelligent services.

  • The challenges of aligning people, processes, technology and systems
  • Creating Centres of Expertise with the right COE model
  • Continuous improvement strategies for intelligent service provision
  • Process mapping for the fastest ROI
  • Common road bumps on the RPA/AI journey and how to preempt or overcome them
Panelists:
img

Anna Alechno

Global Process Improvement and Automation Lead
IKEA, Europe (Poland)

img

Bob Beusekom

Group Director Corporate & Shared Services
Mater Health Services

img

Mike Hill

Head of Centre of Excellence and Enablement, Sourcing & Partnerships
MLC Life Insurance

STREAM D: CUSTOMER CENTRICITY

2:55 pm - 3:25 pm Service Model Transformation Panel: How To Restructure Your Shared Services Delivery Model to Enable Customer Centricity at Scale
Theresa Kim - GM Shared Services, NZ Post
Melissa Hankinson - Deputy Director Quality & Service Improvement, University of Canberra
As part of transforming enterprise service provision, businesses must first consider the structure of their current service model. This session will bring leaders together to outline how to build a customer-centric model which is scalable.

  • Evolving service delivery models that drive agility and scalability
  • Electing the right model for your organisation and designing with key stakeholders in mind
  • How automation and intelligence can improve both product and employee experience
  • Understanding your customer and core service promises
Panellists:
img

Theresa Kim

GM Shared Services
NZ Post

img

Melissa Hankinson

Deputy Director Quality & Service Improvement
University of Canberra

3:25 pm - 3:30 pm Take 5

STREAM A: PEOPLE & CULTURE

3:30 pm - 4:00 pm Reserved for sponsor thought leadership session

STREAM B: DISRUPTIVE TECH & INNOVATION

3:30 pm - 4:00 pm Reserved for sponsor thought leadership session

STREAM C: PROCESS EXCELLENCE

3:30 pm - 4:00 pm Reserved for sponsor thought leadership session

STREAM D: CUSTOMER CENTRICITY

3:30 pm - 4:00 pm Reserved for sponsor thought leadership session

4:00 pm - 4:05 pm Take 5

STREAM A: PEOPLE & CULTURE

4:05 pm - 4:35 pm Jemena: Elevating Procurement to a Strategic Partner Through Strategies in People, Culture, Process Alignment and Leadership
Sharyn County - Head of Procurement, Jemena
Where finance has traditionally received a larger chunk of business funding, now procurement is moving up the value chain within shared services, as it demonstrates the value it can bring as a strategic partner. In this session, Jemena will share the transformation journey they have undergone in services, in particular in procurement. With a new structure and strategy closely aligned to their people, they are set to enable the business to build competitive advantage and profitability, while continuing to guarantee positive customer experiences.

  • The centralisation of 4 corporate functions after merging 2 business entities
  • Approaching a restructure: successfully realigning teams and business processes
  • Partnering with leadership to ensure procurement is part of the conversation from the outset
  • Change management, people and culture as key to seamless transformations in procurement
img

Sharyn County

Head of Procurement
Jemena

STREAM A: PEOPLE & CULTURE

4:35 pm - 4:50 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: DISRUPTIVE TECH & INNOVATION

4:05 pm - 4:35 pm Monash: Taking a Data-Driven Approach to Service Provision and Building a Smart Campus to benefit students, staff, educators and academics
Maria Paz - Program Director of Enterprise Technologies, Monash University
Monash University are driving ahead with their service provision, taking a more intelligent approach. They are leveraging data and analytics to make a real time impact for a multiplicity of stakeholders and in this session Maria will share their journey and strategy to constructing a Smart Campus. From experimentation with AI to digital twins, Monash are positioning themselves as the benchmark for intelligent services and will share here the challenges faced and future direction.

  • Building a strategy and roadmap for a smart campus to benefit multiple stakeholders
  • Considerations in adopting a data driven approach to improving services and campus experience
  • Use of emerging technologies: wayfinding, IoT, AI, mobile apps, digital twins, face recognition, augmented and virtual reality and more
img

Maria Paz

Program Director of Enterprise Technologies
Monash University

STREAM B: DISRUPTIVE TECH & INNOVATION

4:35 pm - 4:50 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: PROCESS EXCELLENCE

4:05 pm - 4:35 pm Vodafone: Accelerating Design Thinking in an SSC to Create Consistency and Incubating Innovation
Siddhartha Banerjee - General Manager of UI-UX Center of Excellence, VOIS (Vodafone Intelligent Solutions)
In this session, Vodafone will share how they are accelerating Design Thinking across 4 GBS Centres and 5 COEs. They will share the complexity of working across multiple cultures and the fundamental techniques to embedding a successful design thinking strategy.

  • The challenges of design across multiple regions, markets and stakeholders
  • Why Design Thinking? Is Agile or Waterfall obsolete?
  • Incorporating design thinking methodologies into an SSO
  • Creating a synergy of interface and experience for customers and employees
  • What are we doing? Starting with people and culture: from ‘Train the Trainer’ program to advanced Design Thinking for leadership
  • What could you do?
img

Siddhartha Banerjee

General Manager of UI-UX Center of Excellence
VOIS (Vodafone Intelligent Solutions)

STREAM C: PROCESS EXCELLENCE

4:35 pm - 4:50 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 D: CUSTOMER CENTRICITY

4:05 pm - 4:35 pm Starting out in GBS: Culture & Customer when Consolidating Regionally Disparate Businesses into One Centre
Paul Bartley - COO, Global Business Services (GBS), Odfjell Drilling (Malaysia)
While many companies are progressing with their GBS centres around the globe, there are a large number which are looking to scale to this model. This session will provide you with an insight into how to start the GBS journey and progress to a global shared services structure. In this session, Paul will share his experience of building a GBS for Odfjell Drilling- a company with operations in over 12 countries. He will outline the fundamental planning needed and the road bumps which are typically encountered when building a cross-cultural enterprise services centre.

  • Change management strategy for transitioning into one core service centre
  • The challenge of embedding standardized processes and continuity across multiple cultures
  • Aligning the change agenda with business strategy and gaining business buy-in
  • Enabling value driven services – Incorporating a new reporting COE into the GBS
img

Paul Bartley

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

STREAM D: CUSTOMER CENTRICITY

4:35 pm - 4:50 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

4:50 pm - 5:20 pm Afternoon Tea

Closing Plenary

5:20 pm - 5:50 pm How IKEA Have Developed a Continuous Process Improvement Model Across 3 Shared Service Centres Globally

Anna Alechno - Global Process Improvement and Automation Lead, IKEA, Europe (Poland)
In order to establish continuous improvement across global operations, IKEA have built a model which begins with process excellence and the supporting culture. In this session, Anna will share IKEA’s approach to sacrificing short term benefits for long term gain, delving into process standardization preceding automation initiatives, to enable scale at speed later.

  • Constructing a robust continuous improvement model in operations: blending process excellence and culture
  • Strategic process optimization - identification, re-engineering and mapping
  • The importance of process standardization before automation
  • Having your voice heard: The importance of underlying culture to support continuous improvement
img

Anna Alechno

Global Process Improvement and Automation Lead
IKEA, Europe (Poland)

As shared services increasingly looks to become an intelligent partner to business, there exists a need to assess current partnership models to be able to drive further value back into enterprise. Automation means more work is being brought back on-shore and the role of the outsourcer is changing. By reassessing outsourcing partnerships, opportunities can be identified for offshore teams to do more intelligent data-driven work. This may see them play a role in elevating shared services to a business advisory, while also remaining relevant in an automated service ecosystem.

  • The traditional and changing role of outsourcing partners as shared services progress and transform
  • Relationship management to ensure offshore teams sit as an extension of the onshore team
  • Building alignment through clear objectives and strategy
Panellists
img

Rob Doyle

CFO
Domain

img

Bob Beusekom

Group Director Corporate & Shared Services
Mater Health Services

img

John Heneghan

Head Of Finance, News Perform
News Corp Australia

6:20 pm - 6:20 pm Closing remarks and prize giveaways