Main Conference Day 2 - 17th June 2021

8:30 am - 9:00 am Contactless registration and refreshments

9:00 am - 9:15 am Welcoming remarks by the conference chairperson

9:15 am - 9:45 am Lessons From LionCo’s Enterprise Services Team’s Support Of Critical Services Through a Recent Cyber Crisis in the Midst of a Global Pandemic

Emma Beard - Enterprise Services Director, LionCo

Business resiliency has become a ‘buzz-phrase’ in the COVID era. Businesses looked desperately to their Business Continuity Plans and leadership teams to guide them through the crisis. However, these plans could not have foreseen such a global, location agnostic crisis. Businesses are now looking at how they can improve their risk and resiliency strategies to protect and prepare for another crisis.

During the crisis, LionCo was recently subjected to a cyber-attack that compromised its systems and shared services had to ensure their support of critical services were sustained.

Hear how they battled and sustained critical business support -

  • The BCP – what worked and what will be adapted to improve readiness and response?
  • Innovative means of providing 100% service output through system downtimes/outages
  • Data security - improving governance, business understanding and protection of data


Emma Beard

Enterprise Services Director

9:45 am - 10:15 am AI in Business Services ‘For Dummies’

As the pandemic developed across the globe, many businesses recognised the value which artificial intelligence could bring to business continuity. However, many across the APAC region have yet to progress beyond automation technology to the more advanced digital capabilities needed to drive a successful AI practice. This session will provide some guidance on the road to embedding AI into your business process optimisation plan.

•        How are businesses currently implementing AI? Use cases and examples

•        Opportunities: efficiencies and crisis support

•        Digital infrastructure and starting the journey

•        Why now? – integration and timing

Sponsored thought-leadership session

10:15 am - 10:45 am Healthcare in Victoria: How IT Shared Services Played a Central Role in Ensuring the Continuation of Essential Healthcare in Crisis, Pivoting Overnight and Demonstrating Unrivalled Agility

Maria Paz - Chief Information Officer, VMCH

Covid has shone a light on IT shared services as an agile enabler to resilience in crisis. This session will see Maria Paz, the CIO of Villa Maria Catholic Homes, share the response of shared services in age care during one of the largest pandemics in history. As a celebration of the sacrifice and commitment made by those in the health care sector during this period, she will share the pivotal role played by IT and the opportunities for positive, sustainable recovery as we progress into a new future for health care and shared services.

·        The impact felt from Covid19 on age care: an overnight shift

·        The pivotal role of IT Shared Services in driving an agile response to crisis

-         Strengthening intelligence, resource optimisation and more

·        Progressing out of crisis: covering cost and managing the impact in a sustained way

·        The challenge of change fatigue

·        Supporting mind-set and mental health as top priority and new emerging roles


Maria Paz

Chief Information Officer

10:45 am - 11:15 am Morning Tea

Stream A : The Evolution of Finance

11:15 am - 11:30 am Opening comments by stream chairperson

Stream A : The Evolution of Finance

11:30 am - 12:00 pm How to Transition to a Sustainable, Cloud-First Finance Function
Rohan Liyange - CFO, Philips Lighting APAC
Rachel Anderson - Head of Business Connect, Finance and Business Performance, Sydney Water

Businesses around the globe are looking to move finance processes such as payroll and customer reporting to the cloud. However, despite opportunities in efficiency and business intelligence, many are caught in a middle ground of relying on hacks and need to draw a strategy to truly transition to cloud and reap the benefits. This panel will guide you on the journey.

·        Practical realities from an operational risk and governance perspective

·        Overcoming the hurdles and moving beyond hacks to sustainable cloud transition

·        Opportunities to progress business intelligence

·        The importance of workforce data literacy


Rohan Liyange

Philips Lighting APAC


Rachel Anderson

Head of Business Connect, Finance and Business Performance
Sydney Water

Stream A : The Evolution of Finance

12:00 pm - 12:30 pm Enabling Finance to Go Beyond Driving Efficiencies to Being a ‘Value Add’ for Intelligent Business

Finance has been a pillar supporting all businesses through crisis. Now many are looking at the further value they can add to the business. This session explores approaches to data governance, process improvement and people management.

•        Journey mapping and governance strategy for continuous process improvement

•        Identifying processes for RPA implementation & creating self-service - P2P, O2C, travel expenses, payroll, etc

•        Working with the SSO executive team to drive value from back to front office

Sponsored thought-leadership session

Stream A : The Evolution of Finance

12:30 pm - 1:00 pm How to Drive ‘Bounce-Back-Ability’ in Finance and a Culture of Resilience
Rebecca Kennedy - Finance Strategy & Execution, Business Intelligence, ANZ
Tania Galbraith - Director Finance and Continuous Improvement, The Walt Disney Company

As a critical function for all businesses, finance felt the weight of crisis and needed to adapt in the midst of uncertainty. However, the question now is how has crisis impacted operations and what does the future of the finance function look like?

·        Uncovering what ‘resilience’ and ‘bounce-back ability’ truly signify for post-pandemic finance

·        The need for increased flexibility and internal alignment: a cultural lens

·        Embedding autonomy and an outcome focused approach to finance

·        Amplified appetite for collaboration between finance and other shared service functions


Rebecca Kennedy

Finance Strategy & Execution, Business Intelligence


Tania Galbraith

Director Finance and Continuous Improvement
The Walt Disney Company

Stream B : HR, People and Culture

11:15 am - 11:30 am Opening comments by stream chairperson

Stream B : HR, People and Culture

11:30 am - 12:00 pm Focusing on People and Culture to Enable Value-Add Work in Shared Services
Ben Cividin - Culture and Capability Lead, Foxtel Group
Neal Yang - MyP&O Director (HR), Mars - China, Australia & NZ

Large organisations often have to manage complex operational structures across multiple regions, which has a huge impact shared services. However, with a new focus on people and business partnering initiatives, enterprises are seeing the results of negotiating the complexities of the environment and are driving business value through HR. This session will bring together HR leaders from various sized institutions with differing complexities, to discuss the journey to uplifting HR and the challenges on the road to success.

•        Confronting the complexity of group

governance when in growth mode

•        Centralizing transactional services to allow strategic business partnering

•        Aligning multi-regional systems & processes

•        Different maturity levels and resource allocation

•        Employee experience and culture: change management and upskilling as pivotal to

transformation success


Ben Cividin

Culture and Capability Lead
Foxtel Group


Neal Yang

MyP&O Director (HR)
Mars - China, Australia & NZ

Stream B : HR, People and Culture

12:00 pm - 12:30 pm How to Adapt People, Culture and Workflows in a New Reality of Remote and Virtual Work

Now that crisis has shown what can be achieved remotely, shared services are being re-engineered, with new operating models emerging. Companies must consider the impact on their people and how they will respond to support them in adapting to new norms and culture.

•        A new understanding of Share Services – what is the new reality?

•        Re-engineering culture and operating models simultaneously

•        Leveraging data to understand the impact on people

•        Technology to provide support through transformation

Sponsored thought-leadership session

Stream B : HR, People and Culture

12:30 pm - 1:00 pm The New HR: Leveraging HR as a Central Pillar to Business Improvement and Agility

Demands for growth and ever-increasing projects to drive scale and efficiency in an organization put serious pressure on the business and its people. Crisis adds another layer of complexity.

HR however, can be put at the centre of a larger business strategy to enable an organization to manage a growth or crisis and enable recovery and subsequent success.

•        A new vision for HR

•        Opportunities and challenges

•        Rationale and approach to placing HR at the heart of strategy

•        Results and learnings


1:00 pm - 2:00 pm Lunch

2:00 pm - 2:30 pm How Mars are Globally Pushing an Automation and Data Analytics Agenda to Enable Self-Service HR and Better Support of Workforce Wellbeing

Neal Yang - MyP&O Director (HR), Mars - China, Australia & NZ

•        Fast tracking digital uplift: driving analytics and process automation in Mars’ goal of global self-service HR

•        Investment in AI for analyzing big data

•        Expanding the scope of shared services as a result of crisis: health and wellbeing

-         Digital innovation and data science providing novel support to new services

-         Data tracking of wellbeing and performance in an outcome focused workforce

-         Internal communication enablement to foster community in remote working

•        Cross-functional collaboration between HR and IT for online health campaigns


Neal Yang

MyP&O Director (HR)
Mars - China, Australia & NZ

2:30 pm - 3:00 pm Benchmarking and Beyond: SSON'S TOP 20 Benchmarking Secrets

Naomi Secor - Global Managing Director, Shared Services & Outsourcing Network

This session will deep-dive into SSON Analytics' Top 20 Most Admired SSO Benchmarking Study. You will compare benchmarks, performance drivers and strategies to drive continuous improvement, as well as address shifts in priorities as a result of the global pandemic.

•        Gain insight into some of SSON Analytics' top benchmark metrics

•        Hear how top companies are prioritizing metrics for long-term value

•        Learn how metrics drive continuous improvement


Naomi Secor

Global Managing Director
Shared Services & Outsourcing Network

3:00 pm - 3:30 pm Diversity in Business Services: How Can Diversity Be Driven Through Business Services From Back to Front Office?

In this panel, executives will join to discuss leadership in business services and how diversity can be embedded from the bottom-up and top-down. Areas of discussion will include:

·        What is a ‘diverse’ workforce?

·        Embedding equality at all levels: challenges and opportunities

·        The evolution of shared services as a prime opportunity to drive diversity

3:30 pm - 4:00 pm Driving The Back Office Forward: How Can Shared Services Move up the Value Curve and Support Enterprise Wide Transformation?

Melissa Hankinson - Deputy Director of Quality & Service Improvement, University of Canberra

This session will 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 and differing models

•        Challenges of positioning the back office as a value-add partner

•        Next steps for operational strategy post-alignment: what can we ask from shared services?


Melissa Hankinson

Deputy Director of Quality & Service Improvement
University of Canberra

4:00 pm - 4:15 pm Conference closing comments by conference chairperson