Main Conference Day 1 - 16th June 2021


Premium Track

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

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

Melissa Guy - Business Engagement & Improvement Lead, Woolworths Group
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Melissa Guy

Business Engagement & Improvement Lead
Woolworths Group

COVID-19 has stripped away all non-essential business expenditure and shown

Shared Services to be truly essential to business continuity. Across the A/NZ

region there has been a great appetite over the last 2 years to move into a

GBS/multi-service operating model and this momentum is increasing, with a

sentiment to re-envision the role and value of the shared service.

Pricing strategies adopted will also play a huge role in how the SS can make

the transition from a cost-centre to a self-sustaining profit centre as well. In this

session, hear perspectives of SS leaders who’ve trialled multiple approaches in

their seasoned careers to shed insight into:

• How has Covid-19 changed your vision for the BAU Shared Service? Has

the value proposition changed from your perspective?

• What is the rationale behind the pricing approach you’ve taken around

your SS? Has this changed over time at all?

• How are you overcoming friction in process & outcome ownership across

SS & business leadership?

• What are some ways you’ve started to mature business engagement and

service delivery quality?

• Propelling shared services to emerge as a strong partner to business

decision making and continuity


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Geoff Gruebner

Head of Global Business Services
BP Australia and New Zealand

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Maria Paz

Chief Information Officer
VMCH

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Gavin Ifield

Head of Global Business Services
AECOM

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Carmen Rechbauer

Chief Executive
HealthShare NSW

9:45 am - 10:15 am Thought Leadership from Service Now

10:15 am - 10:45 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 cyberattack 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

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Emma Beard

Enterprise Services Director
LionCo

10:45 am - 11:15 am Panel Discussion on 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
Peter Corrigan - General Manager – ICT, McKenzie Aged Care Group Pty Ltd

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

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Maria Paz

Chief Information Officer
VMCH

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Peter Corrigan

General Manager – ICT
McKenzie Aged Care Group Pty Ltd

11:15 am - 11:45 am Morning Break and Refreshments


11:45 am - 1:15 pm Sponsored Interactive Discussion Groups

Pick Three - During this part of SSOW, you will have the opportunity to select 2 topics and will rotate between choices after 40 minutes.. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.

1.   Eliminate, Automate, Roboticize... Choosing the best strategy for your business

2.   Digitising your Payroll – opportunities in AI & ML

3.   AI in Shared Services – How will you know when you’re ready and where to start?

4.   The Ultimate Guide to Optimizing Your Order-to-Cash Process

5.   Exploring Blockchain & the Future of Finance Processing

6.   Redesigning Work and Workflows for Business Resiliency in a New Era

7.   Eliminating Biases Behind Bots

1:15 pm - 2:15 pm Lunch

Stream A : The New Normal for Shared Services and the Workforce of the Future NOW!

2:15 pm - 2:20 pm Opening comments by stream chairperson


Stream A : The New Normal for Shared Services and the Workforce of the Future NOW!

2:20 pm - 2:50 pm The Future Workforce and the Evolution of the Digital Shared Services Operating Model
Trudi Mares - Executive Director, Transport Shared Services, Corporate Services Transport for NSW
Susan Kinobe - Executive Director, Corporate Services, TAFE Queensland
Peter Tow - Director of PMO, Western Sydney University

COVID-19 has been the greatest catalyst for workforce transformation. Digital readiness and workforce mobility are no longer optional. With the impact of crisis, businesses found themselves challenged to rethink workforce strategies and operating models. This session will explore:

·        Crisis and becoming location agnostic

·        New digital processes in a non-location dependant shared services era: steps towards enablement

·        Enabling a digital workforce to drive agility, continuity and mobility

·        Exploring modular workforce network structure as a potential structure for future workforce

·        Exploring methods of employee engagement, measuring productivity and getting the right outcome

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Trudi Mares

Executive Director
Transport Shared Services, Corporate Services Transport for NSW

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Susan Kinobe

Executive Director, Corporate Services
TAFE Queensland

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Peter Tow

Director of PMO
Western Sydney University

Stream A : The New Normal for Shared Services and the Workforce of the Future NOW!

2:50 pm - 3:20 pm Panel Discussion: Re-Thinking the BPC and Your Risk Mitigation Strategy to Ensure In-House vs Offshore Service Delivery Maintains Consistent
Melissa Hankinson - Deputy Director of Quality & Service Improvement, University of Canberra
Andrew Sherri - General Manager Corporate Services, Melbourne City Mission
Ginger Nocom - Enterprise Change and Transformation Consultant, Optus

While many institutions are looking at reducing their offshoring partnerships

in order to regain control over processes which suffered during crisis, for some

this is not an option. Bringing outsourced processes back in-house is incredibly

expensive and time-consuming. So while they are looking to recover from crisis,

what can organisations do to mitigate risk in their operations and strengthen

current models, to ensure continued service provision, rather than flipping the

model completely?

• What crisis demonstrated: outsourcing and reliance

• Mitigating that risk to maintain stable service level when bringing in-house is

out of the question

• Upskilling people to be able to manipulate and consume the huge data sets

available in real time

• The challenge of embedding benefits measurement in legacy environments

of low maturity


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Melissa Hankinson

Deputy Director of Quality & Service Improvement
University of Canberra

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Andrew Sherri

General Manager Corporate Services
Melbourne City Mission

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Ginger Nocom

Enterprise Change and Transformation Consultant
Optus

Covid19 uncovered many of the cracks in existing operating models, with companies heavily dependent on outsourced partners unable to control the provision of critical services to the business. Deciding on the right operating model continues to be a challenge for many. In the post-crisis era the focus is around cost optimisation and resilience. Here leaders will share the critical factors when deciding upon your own model.

·        What does ‘assessing business need’ mean and how do you start?

·        What Covid showed us

·        Overwhelming choice: details, distinguish, decide.

·        Benefits of RPA, ML and IA – are you ready?

·        Opportunity vs over-complication

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Leasa Robinson

BPO Strategy and Operations Manager
NBN

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Santhoshi Chander

Associate Director, Business Performance
HealthShare NSW

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Ken Tuke

Director of Procurement Engagement
Department of Transport, Victoria

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Tamer Hegazi

National Operations and Supply Chain Manager
Visy

Stream A : The New Normal for Shared Services and the Workforce of the Future NOW!

3:50 pm - 4:20 pm Changing the Game Mini-Masterclass: Boosting Business Transformation post Covid-19 & Beyond
Michael Vullings - General Manager, Business Process Improvement, Newscorp
Graham Christie - Co-Author, Changing the Game

This mini-masterclass presents the concepts and methodologies in the soon to be published authoritative book, ‘Changing the Game - the New Playbook for Leading Business Transformation’. With the need to accomplish effective change more rapidly, the authors will share a structured and highly practical approach that combines global leading practice and case studies. It will provide you with real world and battle-hardened tools to guide you in leading, managing and advising on transformation programs covering:

· Taking stock of current performance

· Gaining buy-in and creating a mandate for change 

· Mapping the journey to define the way forward

· Mobilising the organisation to deliver  

· Executing and tracking results


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Michael Vullings

General Manager, Business Process Improvement
Newscorp

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Graham Christie

Co-Author
Changing the Game

Stream A : The New Normal for Shared Services and the Workforce of the Future NOW!

4:20 pm - 4:30 pm Closing comments by the stream chairperson

Stream B: Digital Transformation, Operational Excellence & Data Data Data

2:15 pm - 2:20 pm Opening comments by stream chairperson


For the first time, data analytics emerges as the single most common service delivered by global SSCs. According to SSON Analytics in 2020, 60% of respondents confirmed they provide data analytics support to their business customers.

However, big data can be complex to manage and untangle. The recent crisis proved that a strong data analytics practice can be incredibly valuable. This session will explore what it takes to develop a sound data strategy to drive decision support across the back-office and beyond.

·        Crisis triggering a more immediate need for insights from data

·        Intricacies and challenges of handling Big Data: cleansing, reconciling, storing, etc

·        Examining critical data and creating dashboards and insights for improvement

·        Developing a set of criteria and learning to set a clear target for value and timeline

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Mike Hill

Head of Centre of Excellence and Sourcing
MLC Life Insurance

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Siddhartha Banerjee

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

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Kiriti Rambhatla

Head of Operations Intelligence, Central Operations
LinkedIn

Stream B: Digital Transformation, Operational Excellence & Data Data Data

2:50 pm - 3:20 pm Integrating Siloed Systems Through A Data Reservoir Within The GBS That Drives Operational Efficiencies In Reporting & Analytical Business Partnering
Jamie Taylor - GM, GBS, Fonterra

In this session, hear how Jamie is maturing Fonterra’s Shared Services by engineering a solid data foundation for its SS to move up the value chain around business partnering. Jamie will uncover insights around:

·        Developing the business case to secure resource and funding towards building a mature data insights and reporting capability for the shared service

·        Examples of reporting insights and value add services that are improving SS business support

·        Overcoming challenges with legacy and siloed systems to create a high quality, reliable data foundation

·        Upskilling SS staff to leverage and evangelise data-led thinking within the organisation

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Jamie Taylor

GM, GBS
Fonterra

Stream B: Digital Transformation, Operational Excellence & Data Data Data

3:20 pm - 3:50 pm Tesco’s Global Data Leadership on Process Mining, Enterprise Architecture and Emerging Technology for an End-to-End Data Analytics Practice on a Global Scale
Venkat Raghavan - Associate Director & Global Head of Enterprise Analytics, Tesco

Shared Services leaders have been aware of the opportunities that a strong data practice can offer. Crisis only magnified this, with increased need to understand the business and customer at speed. Those who data practice was already embedded and advanced were able to respond and recover from the blows of crisis with speed and agility, which only further highlighted the need to invest in this space for those behind.


Setting up the architecture and culturally embedding an analytics practice is no mean feat and a comprehensive strategy for successful and sustainable implementation is essential. In this session, Venkat will share his wealth of expertise as the global lead for Tesco’s data analytics – tips, lessons learned and must haves.


-Starting with process mining

-Collaboration with enterprise architecture to bridge tools, applications and processes where complexity abounds 

-Emerging technology and considerations in data structures, management and literacy

-The challenge of ensuring consistency in data quality on a global scale


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Venkat Raghavan

Associate Director & Global Head of Enterprise Analytics
Tesco

Stream B: Digital Transformation, Operational Excellence & Data Data Data

3:50 pm - 4:20 pm Visy: How to Run A Successful Supply Chain and Procurement Practice Which Withstands Crisis and Allows Total Visibility
Tamer Hegazi - National Operations and Supply Chain Manager, Visy

• The relationship between procurement, supply chain and operations at Visy

• Planning through crisis and avoiding panic

• Leveraging new opportunities in stock hold and local vendors

• The future for supply chain simplification and visibility

• The challenge of lacking perpetual stock and inventory control

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Tamer Hegazi

National Operations and Supply Chain Manager
Visy

Stream B: Digital Transformation, Operational Excellence & Data Data Data

4:20 pm - 4:30 pm Closing comments by the stream chairperson

4:30 pm - 5:30 pm Happy hour drinks

7:00 pm - 10:00 pm Evening Awards Party