Main Conference Day 1 - 16th June 2021


Premium Track

8:30 am - 8:50 am Contactless registration and refreshments

8:50 am - 9:00 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

9:00 am - 9:40 am Panel Discussion: C-Suite Perspectives - How to Re-Shape the Shared Services Vision & Business Engagement Strategy For A Post Covid-19 World

Geoff Gruebner - Head of Global Business Services, BP Australia and New Zealand
Gavin Ifield - Head of Global Business Services, AECOM
Ean Evans - Partner, Oceania Operations and Business Services Leader, EY

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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Gavin Ifield

Head of Global Business Services
AECOM

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Ean Evans

Partner, Oceania Operations and Business Services Leader
EY

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Raju Varanasi

CIO & Director Data Intelligence, Catholic Education Office
Diocese of Parramatta

10:10 am - 10:40 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 also navigated a cyberattack while preparing to go live with SAP4 HANA. Their business services team had to ensure critical services were achieved throughout.


Hear how they delivered critical business support with a revised BCP – what worked and what will be adapted to improve future readiness and response? Innovative means of providing 100% service outcomes during unexpected events.

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Emma Beard

Enterprise Services Director
LionCo

10:40 am - 11:10 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

11:10 am - 11:40 am Morning Break and Refreshments


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.


IDG A: HyperAutomate, Robotocize, Intelligently Accelerate

Hosted by: Adrian McKnight, Executive Vice President, Business Transformation Group, WNS

 

IDG B: Agile, Automated Reporting is the Key to Success

Hosted by: Insight Software


IDG D: Driving Impactful Transformation whist Cutting Costs


IDG F: Drive through your Change Management Agenda to Troubleshoot your Transformation


IDG G: Giving your Payroll Services the Digital Edge with AI & ML

Hosted by: Aurion

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Adrian McKnight

Executive Vice President, Business Transformation Group
WNS Global Services

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
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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Ginger Nocom

Enterprise Change and Transformation Consultant
Optus

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

3:50 pm - 4:20 pm Afternoon Coffee Break

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

3:50 pm - 4:20 pm Getting The Most Out Of Your Hybrid Shared Services Model: RPA, Outsourcing, Offshoring
Santhoshi Chander - Associate Director, Business Performance, HealthShare NSW
Tamer Hegazi - National Operations and Supply Chain Manager, Visy
Beth Ryan - General Manager, Business Enablement, nbn Australia

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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Santhoshi Chander

Associate Director, Business Performance
HealthShare NSW

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Tamer Hegazi

National Operations and Supply Chain Manager
Visy

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Beth Ryan

General Manager, Business Enablement
nbn Australia

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

4:20 pm - 4:50 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!

4:50 pm - 5:00 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


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

2:20 pm - 2:50 pm Contextualising Big Data into Actionable Metrics to Facilitate Business Decisions
Mike Hill - Head of Centre of Excellence and Sourcing, MLC Life Insurance
Siddhartha Banerjee - General Manager of UI-UX Center of Excellence, VOIS (Vodafone Intelligent Solutions)

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)

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

3:50 pm - 4:20 pm Afternoon Coffee Break

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

3:50 pm - 4:20 pm What does being a “Data Driven Organisation” truly mean, and what can you achieve?
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.


Becoming a “data-driven” organization has been a top priority for many organizations over the past decade. However, a global survey of executives at more than 85 large enterprises this year suggested that less than 40% of respondents said their organizations compete on analytics or manage data as a business asset, a number that has changed little from previous surveys. Only 24% call their organizations data-driven and just 24.4% report success in forging a culture around strategic data use.

 

Venkat will reflect on the reality of the industry aspiration, and a few thoughts on becoming a truly data driven organization.

 

1.    What is a truly data driven organization?

2.    What should a ‘data-driven’ culture take the organization towards?

3.    What is the maturity evolution in the journey, and what are the key milestones / pitfalls to avoid?


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Venkat Raghavan

Associate Director & Global Head of Enterprise Analytics
Tesco

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

4:20 pm - 4:50 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

4:50 pm - 5:00 pm Closing comments by the stream chairperson

5:00 pm - 7:00 pm Drinks Reception and SSOW Awards Party