BUSINESS SERVICES REPOSITIONED:
VALUE, PURPOSE & GROWTH-LED TRANSFORMATION
14th – 16th May 2024
| Pullman Albert Park, VIC
Main Conference Day One - Wednesday 15th May 2024
Morning Session
8:15 am - 8:45 am
Registration and Morning Coffee
8:45 am - 8:50 am
IQPC Opening Address |
Alexandra Craggs -
CX Portfolio Director - Field Service Management,
IQPC
8:50 am - 8:55 am
SSOW Chair Remarks |
Melissa Guy -
Finance Strategy & Improvement Lead,
Woolworths Group
8:55 am - 9:35 am
SSOW 2024 Opening Panel | Unlocking New Value Levers and Enabling Functional and Enterprise Transformation: Beyond Conventional Methods
Chris Purdy -
Vice President - Organisational Effectiveness & Strategy, Middle East, Africa, Asia Pacific,
Accor
Dean Robinson - Group General Manager, Business Services, Asahi Beverages
Pratik Mukherjee - Head of Performance & Programs, Team Global Express
Charles Gardiner - Senior Director People Digital, Worley
Melissa Guy - Finance Strategy & Improvement Lead, Woolworths Group
Shared Services organisations are under pressure to deliver value in new ways. This opening panel will identify new value levers to drive not just efficiencies but also alignment and growth. Our expert panel members will share their experiences and insights on what those levers are for their organisations and how they are turning up the dial on the value conversation.
· Driving an organisational mindset shift: How to turn the optics of shared services from the necessary evil cost play to a value enabler
· Delivering and sustaining value through process, automation and customer centricity
· Exploring new value levers beyond the conventional methods: what are the methods and frameworks?
Chris Purdy
Vice President - Organisational Effectiveness & Strategy, Middle East, Africa, Asia PacificAccor
9:35 am - 10:05 am
Industry Case Study | Celonis
Sponsored by: Celonis
10:05 am - 10:35 am
The International Perspective | SSOW Big Ideas International Case Study
Praveen Sasidharan -
Chief Delivery Officer,
Allianz Services
An SSON international star will take the stage in Melbourne to share their perspective, insight, advice on global trends, successes and failures in business services and how this will apply to the Australasian market.
10:35 am - 11:05 am
Industry Case Study | Improving Productivity in the Back Office/Hybrid Workforce with Real-Time Analytics
Sponsored by: ProHance
11:05 am - 11:35 am
Morning Break in the Innovation Hub
Enjoy a coffee and morning snack with a side of lively Shared Services conversations with your peers!
11:35 am - 1:10 pm
Interactive Discussion Groups – Solve your Business Service Challenge
Your Challenges Solved!
During this part of the event, attendees attend their pre-selected interactive discussions. Delegates can select 3 challenge discussions from a choice of 10, each lasting 30 minutes. Discussion groups are hosted by experts and kept intimate to allow all attendees the opportunity to discuss their most pressing questions in an informal yet constructive approach to problem solving.
Sponsored by: Nintex
Sponsored by: SS&C Blue Prism
Sponsored by: Deel
Sponsored by: eftsure
11:35 am - 1:05 pm
IDG A | Driving Operational Excellence Through Process Orchestration and Intelligent Automation
Darren Cockerell -
Head of Solutions Consulting ANZ,
SS&C Blue Prism
Sponsored by: SS&C Blue Prism
11:35 am - 1:05 pm
IDG B | How to Maintain Financial Control in a World with AI-Enabled Cybercrime
Brooke Levay -
Business Development Manager,
Eftsure
Michael Galanos - Business Development Director, Eftsure
11:35 am - 1:05 pm
IDG C | Driving business resiliency and digital excellence through Intelligent Automation
11:35 am - 1:05 pm
IDG D | Leveraging data and process technologies to achieve process excellence
11:35 am - 1:05 pm
IDG E | Outsourcing vs Captive: What is the right step for your organisation
11:35 am - 1:05 pm
IDG F | Driving operational excellence and continuous improvement
1:10 pm - 2:10 pm
Lunch Break
Enjoy lunch with a side of lively Shared Services transformation conversation with your peers!
Track Sessions
Maturity Based Track: Maturing
2:10 pm - 2:40 pm Focus Case Study | Leading Change Effectively to Drive Standardisation & Systems Transformation Jo Duncan - Group Head of Finance Shared Services, St Vincents Health Australia
Maturity Based Track: Maturing
2:40 pm - 3:20 pm Panel | Modernising your Shared Services Operating Model and Expanding the Value Proposition Janelle Annis-Brown - Shared Services Manager, Life Without BarriersNicole Hoffmann - Shared Services Manager, I-MED Radiology
James Bates - People and Culture Shared Services Manager, Nexus Primary Health
Join this panel to hear differing approaches in modernising operating models, expanding and leading impactful transformation to adopt automation and AI.
· Expand the value proposition through digital transformation
· Implementing automation and modern AI solution to replace obsolete OCR solutions
· What does the future look like beyond core shared services functions?
· Sharing key lessons learned and best practices in the key success factors
Maturity Based Track: Advanced
2:10 pm - 2:40 pm Focus Case Study | Moving up the Value Chain through Services Expansion and Customer Centricity Christina Halpin - Group General Manager – Finance Services, Downer Group
Maturity Based Track: Advanced
2:40 pm - 3:20 pm Panel | Becoming the Enterprise Transformation Engine: Harness New Value Creation through Customer Centricity, Digital Engagement & GBS Maturity Melissa Hankinson - Director Experience & Improvement, University of CanberraPratik Mukherjee - Head of Performance & Programs, Team Global Express
Rachel Anderson - Head of Business Connect (Shared Services), Sydney Water
Melissa Guy - Finance Strategy & Improvement Lead, Woolworths Group
· Developing digital-led multi-functional global business services
· Maturing towards GBS 2.0 by focusing on customer centricity, employee experience and digital experience
· Taking a strategic role in leading functional transformation in finance, HR and other key areas
· Building the GBS value cases in all key functions and expansion
Afternoon Sessions
3:20 pm - 3:50 pm
Afternoon Break
Enjoy a coffee and an afternoon snack with a side of lively Shared Services transformation conversation with your peers!
5:00 pm - 5:40 pm
Panel | Laying a Foundation Towards Data-Driven Shared Services: An Integrated Approach of RPA, AI, Chatbots & BPM
Michelle Hannan-Brown -
Senior Manager RPA CoE,
Air New Zealand
Samantha Banfield - Director of Change and Technology, Ashurst
Many organisations have introduced automation and intelligent tools. Yet the next step is to have an integrated approach to combine the powers of these technological tools to drive greater business value, in addition to layer in AI. This panel will debate a framework for doing this and explain how the approach can deliver maximum value.
· The importance of strong governance and how to build that from the get-go
· Mapping out organisational end-to-end process to define the landscape and establish process ownership
· Leveraging automation to drive efficiency
4:30 pm - 5:00 pm
Focus Case Study | Using RPA as a Springboard to AI
Will Baldry -
Process Excellence Leader,
LION
At LION, the team is moving from standard RPA to intelligent automations, and using a variety of technologies including machine learning, large language models and generative AI to deliver real AI use cases across the business.
3:50 pm - 4:30 pm
Panel Discussion | Driving Business Efficiency and Process Transformation with AI & Automation
Leasa Robinson -
BPO Strategy and Operations Manager,
nbn™ Australia
Bhupesh Sharma - Emerging Technologies and Automations Leader, GHD
Jo Duncan - Group Head of Finance Shared Services, St Vincents Health Australia
· From legacy to digital: how systems can be transformed for real results
· Identifying where AI and automated powered transformation will create the best results
· Understanding the impact of automated processes on employees and the broader business
Bhupesh Sharma
Emerging Technologies and Automations LeaderGHD
5:45 pm - 5:50 pm
Conference Day One Wrap Up
Melissa Guy -
Finance Strategy & Improvement Lead,
Woolworths Group
5:45 pm - 7:45 pm
SSOW IMPACT AWARDS AND INDUSTRY CELEBRATION
Recognising excellent work and celebrating achievements is hugely important for the community, especially at a time like this. SSON’s Shared Services & Outsourcing Impact are globally recognised, industry awards ceremony, which honours and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives. Tonight is the night we reveal who the winners are for this year and celebrate during a drinks reception with them!
