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

9:15 am - 9:45 am How to Synchronise Your Operational Strategy and Business Culture in the Remote Working Era

Neal Padley - Head of Finance Shared Services, Woolworths Group

As the majority of us have experienced, work-from-home has been a whole new reality. The way we work has changed forever due to the impact of the pandemic. Expectations from both business and employee have also evolved. Many businesses have been quick to see that realising today’s opportunities begins with a focus on what people do, what their capabilities are and how to enable them. This people-centric approach is something that Woolworths’ finance function is driving. Here they share the thinking behind their new approach, the execution and results.

•          A new culture: Flipping the focus to the work, not the ‘where you work’

•          Underpinnings that enable sustainable, permanent and successful virtual work

•          Transitioning from a transactional to intelligent function

•          Supporting the enterprise’s workforce and growth objectives


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Neal Padley

Head of Finance Shared Services
Woolworths Group

9:45 am - 10:15 am Harnessing Augmented Intelligence and Data Analytics to Future Proof Business Services

Now more than ever, businesses need to consider the successful integration of technology into its workforce to ultimately save organisations millions to billions of dollars. The opportunities in automation and BI have been extensively explored over recent years in the shared services space and we are now seeing SSCs venture into the realm of augmented intelligence. As the economy is thrown into uncertainty, augmented intelligence needs to take the front-seat.

·             Exploring key success factors in achieving complex levels of “Bots and Brains” & seamless integration

·             Leveraging data analytics to support GBS in the COVID-19 era

·             Taking the leap to transform your BI into AI to create value through GBS

Sponsored thought-leadership session

10:15 am - 10:45 am TWE GBS Case Study: Maturing Governance Across Internal-Outsourced Environments To Standardise End-To-End Processes and Enable Continuous Improvement With Automation & Predictive Analytics

Clare McCann - General Manager Global Business Services,, Treasury Wine Estates Global

TWE Global undertook a shift from a regional shared service to a GBS support model for its business in 2019. To this end, the business needed to build out from scratch its operating model, processes and partnerships to create a fit for service capability that can thrive and improves value add to the business. In this session, Clare shares how she: 

  • Worked through a strong governance framework between internal and outsourced partners to create, end to end standardised processes
  • Leveraging the BPO partnership to identify continuous improvement opportunities
  • Created a strong win-win culture with her BPO partner towards shared visions and objectives
  • Created the ability for predictive analytics and automation to improve cost, productivity and quality outcomes


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Clare McCann

General Manager Global Business Services,
Treasury Wine Estates Global

10:45 am - 11:15 am Networking Session


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


11:45 am - 1:15 pm Sponsored Interactive Discussion Groups - 3 Rotations!

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.

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 - 2:30 pm Opening comments by stream chairperson


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

2:30 pm - 3:00 pm The Future Workforce and the Evolution of the Digital Shared Services Operating Model
Peter Tow - Director of PMO, Western Sydney University
Leasa Robinson - BPO Strategy and Operations Manager, NBN

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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Peter Tow

Director of PMO
Western Sydney University

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Leasa Robinson

BPO Strategy and Operations Manager
NBN

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

3:00 pm - 3:30 pm Shared and Global Business Services Re-entry and Accelerating the Digital Journey Post-Crisis

The recent global pandemic saw shared services and GBS volume put under considerably increased stress. Employee engagement and retention has proven challenging and the workforce of the future is taking a new form. Digital advancements have played a huge part but what is the new normal and how should you adapt?

·        Comparing the impact felt by SSC and GBS with significant increase and decrease in business volume

·        How the recent crisis accelerated adoption of a future of work strategy

·        “The new norm” - Work from Home (WFH) or Work from Anywhere (WFA)?


Sponsored thought-leadership session


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

3:30 pm - 4:00 pm Getting The Most Out Of Your Hybrid Shared Services Model: RPA, Outsourcing, Offshoring
Susan Kinobe - Executive Director, Corporate Services, TAFE Queensland
Suraj Walia - Business Leader, Global Shared Services, MetLife, India

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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Susan Kinobe

Executive Director, Corporate Services
TAFE Queensland

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Suraj Walia

Business Leader, Global Shared Services
MetLife, India

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

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

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

2:15 pm - 2:30 pm Opening comments by stream chairperson


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

2:30 pm - 3:00 pm Contextualising Big Data into Actionable Metrics to Facilitate Business Decisions
Mike Hill - Head of Centre of Excellence and Sourcing, MLC Life Insurance

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

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

3:00 pm - 3:30 pm How Process Mining Can Help Drive Standardisation and Optimise Business Services

Process mining has been shown to be a valuable tool to enable data-driven decisions with speed and agility in times of uncertainty. This session will cover success stories of process mining and the best approach to take

•        How process mining connects disparate technologies to drive standardization

•        How real time data driven decision making was enabled with the help of continuous monitoring

•        Process Mining pushing the limits of efficiency throughout Order-to-Cash and Purchase-to-Pay processes

•        Factors to consider when choosing a partner


Sponsored thought-leadership session


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

3:30 pm - 4:00 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

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

4:00 pm - 5:00 pm Happy hour drinks

7:00 pm - 10:00 pm Evening Function – Dinner and Awards Party