18 - 21 November, 2019
Berlin

Zweiter Konferenztag / International Day - 20. Nov. 2019

8:30 am - 9:00 am Registrierung mit Kaffee und Tee

9:00 am - 9:10 am Eröffnung durch den Vorsitzenden

9:10 am - 9:40 am Keynote: Power to the People! How ING empowers employees and reduces administrative workload for managers as part of their HR Transformation strategy

Andreas Mayer - VP Global HR Shared Services ING
• With the purpose of enhancing the employee experience, ING started a global service footprint
exercise to identify pain points in the employee journey. Learn how ING started to work on
solutions coupled with advanced technology such as Workday and supported by their new
Shared Services organization to simplify, automate and delegate tasks and processes
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Andreas Mayer

VP Global HR Shared Services
ING

9:40 am - 10:10 am Roadmap towards “Digital Shared Services”

Dirk Keweloh - SVP Digitalization & System Transformations Deutsche Telekom AG
• Value creation via Center of Excellence (CoE)
• Include artificial intelligence into process automation
• Customer satisfaction via digital and mobile interaction
• Provide new services based on dat
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Dirk Keweloh

SVP Digitalization & System Transformations
Deutsche Telekom AG

10:10 am - 10:40 am The Contract Analytics AI - Gives insights into contracts without reading thousands of documents manually

Tobias Claus - Head of Data Analytics & AI Lufthansa Global Business Services GmbH
• What is the pain?
• What is the gain?
• Creation of the platform via contract analyzer
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Tobias Claus

Head of Data Analytics & AI
Lufthansa Global Business Services GmbH

10:40 am - 11:10 am Kaffeepause mit Networking Gelegenheit

11:10 am - 11:40 am Hot Seat Session | Experience the balance between the IT Function and the SSC function. Who is the real enabler to a future digitalized integrated business and technology services?

Dr. Thorben Finken - Managing Director & Chief Administrative Officer EMEA OLYMPUS EUROPA SE & CO. KG
• How to: Moving up the value chain and becoming part of the core business
• Integrating new functions into the SSC
• Chances and risks
• Measurements and quality assurance
• Where are decisions to be made?
• Evaluation from the first experiences
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Dr. Thorben Finken

Managing Director & Chief Administrative Officer EMEA
OLYMPUS EUROPA SE & CO. KG

11:40 am - 12:10 pm Tackling Employee Engagement from an End User Perspective @ Tele2

Colin Leigh - General Manager of Tele2 Shared Service Center Tele2
• How transformation impacts those at all organisational levels
• Understand how he is tackling attrition levels through a grassroots approach
• Understand millennial workforce values, and how they fit into the wider business strategy
• How developing a vision and purpose has led to increased role clarity, increased engagement,
and increased productivity
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Colin Leigh

General Manager of Tele2 Shared Service Center
Tele2

12:10 pm - 12:40 pm Fails session | Fails that will help to succeed and fast forward your SSC evolution- Chances & Risks with adopting a digital GBS model. Lessons Learned by several SSCs

Andreas Mayer - VP Global HR Shared Services ING
Dmitry Popov - Global Service Manager MANN+HUMMEL GmbH
• What are the key values we need to watch out for? Customers / Processes / technology
• Setting the stage for a global standardization
• taking the workforce and management onboard
• Roadmap
• Risky areas that will increase costs
• Reviewing process and measurement of failure or success
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Andreas Mayer

VP Global HR Shared Services
ING

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Dmitry Popov

Global Service Manager
MANN+HUMMEL GmbH

12:40 pm - 12:40 pm Interactive Discussion Groups

Wählen Sie Ihr Thema und vertiefen Sie Ihr Wissen
Wählen Sie Ihre Schwerpunktthemen und vertiefen Sie Ihr Wissen im Austausch mit Experten
durch gezielte Fragestellungen. Besuchen Sie dabei insgesamt zwei von unseren insgesamt
vier IDGs á 30 Minuten.

Interactive Discussion Groups

IDG 1

12:40 pm - 1:40 pm A | Workforce and Automation: balancing the delicate act of reducing staff numbers and costs while still wanting to fully engage the workforce within the SSC organisation? 5 steps to assure this
Steffen Brinkmann - Vice President HR Continental

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Steffen Brinkmann

Vice President HR
Continental

IDG 2

12:40 pm - 1:40 pm B | Transition Governance - where should we draw the line in effort to engage workforce and stay at an cost efficient level?
Tomasz Horacek - Managing Director Business Services State Street Bank

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Tomasz Horacek

Managing Director Business Services
State Street Bank

IDG 3

12:40 pm - 1:40 pm C | HR SSC – Self service tasks for employees: a chance to save time or money or a potential threat to loose base with your employees?
Maximilian Grohmann - Director People Strategy & Projects SIXT SE
• Ticket systems
• Where does the human factor play an important part
• Roll-out and lessons learned
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Maximilian Grohmann

Director People Strategy & Projects
SIXT SE

• When do we need transformation and when change management
• What strategies can combine digital transformation with human transformation
• Tools and methodologies for agile & successful change management
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Marcin Nowakowski

Project & Program Management PMP® / Change Management PROSCI® / Legal Project Management & Legal Technology
BNP Paribas

IDG 5

12:40 pm - 1:40 pm E | Outsourcing vs. Captive: what is the best way forward for Digital Services?
Jens Knoblauch - Head of Digital Services, BPO & LGS Controlling Linde AG

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Jens Knoblauch

Head of Digital Services, BPO & LGS Controlling
Linde AG

Lunch

1:40 pm - 2:40 pm Gemeinsames Mittagessen mit Networking-Gelegenheit

2:40 pm - 3:10 pm Re-Structure of the organization: die strategische Neuausrichtung der Bosch Global Business Services

Dr. Thomas Fendt - Vice President Business Excellence Global Business Services Robert Bosch GmbH
• Vorstellung Bosch Global Business Service
• Strategische Ausrichtung
• Lessons Learned
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Dr. Thomas Fendt

Vice President Business Excellence Global Business Services
Robert Bosch GmbH

SSC- ESSENTIALS: Customer Centricity – End to End Processes - Enhanced Customer Experience - Creating a new value for the SSC - Process Excellence

3:10 pm - 3:20 pm Begrüßung durch den Vorsitzenden

SSC- ESSENTIALS: Customer Centricity – End to End Processes - Enhanced Customer Experience - Creating a new value for the SSC - Process Excellence

3:20 pm - 3:50 pm Operational Excellence – The Ugly Duckling in today business environment
Wojciech Tatys - Transformation & Operational Excellence Lead accountable for EMEA and APAC Discovery Inc.
• The importance of Operational Excellence function on your GBS journey
• What are the potential areas of expertise
• How to get started?
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Wojciech Tatys

Transformation & Operational Excellence Lead accountable for EMEA and APAC
Discovery Inc.

SSC- ESSENTIALS: Customer Centricity – End to End Processes - Enhanced Customer Experience - Creating a new value for the SSC - Process Excellence

3:50 pm - 4:20 pm E2E Productivity Transactional Cost of Finance
Daniel Artmüller - Business Controller HEINEKEN Global Shared Services (HGSS)
• Capture end-to-end Finance Cost of Shared Service and serviced entities as a baseline
for improvement initiatives and benchmarking
• Driving Financial Performance and Financial Business Partnering in a Shared Service
Centre environment
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Daniel Artmüller

Business Controller
HEINEKEN Global Shared Services (HGSS)

Maturity GBS - Transformation into an CoE (+5 years)

3:10 pm - 3:20 pm Begrüßung durch den Vorsitzenden

Maturity GBS - Transformation into an CoE (+5 years)

3:20 pm - 3:50 pm Tackling Employee Diversity and Inclusion @ State Street Bank
Tomasz Horacek - Managing Director Business Services State Street Bank
• How a GBS with 5000+ employees tackles HR challenges
• Projects to enhance diversity
• Inclusion on all levels – delivery
• Lessons learned
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Tomasz Horacek

Managing Director Business Services
State Street Bank

Maturity GBS - Transformation into an CoE (+5 years)

3:50 pm - 4:20 pm Change management: How introducing RPA changes the organization’s workforce - CBRE Poland case study
Iris Francisca Velikonja - Business Process Excellence and Automation CBRE
• Key elements to getting and maintaining buy-in from Operations
• Developing expertise: internal trainings and capability building
• Mindset change: Process ownership transfer and re-responsibilization of impacted
employees to adapt to robotics
• Are Lean or standardization necessary as precursors to developing RPA?
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Iris Francisca Velikonja

Business Process Excellence and Automation
CBRE

4:20 pm - 4:50 pm Kaffeepause mit Networking Gelegenheit

4:35 pm - 5:00 pm Kaffeepause mit Networking Gelegenheit

SSC Transformations

4:50 pm - 5:20 pm Was bedeutet Value Added Creation im heutigen SSC. Erfahren Sie die Lessons Learned aus Sicht Source-to-Pay
Ines Burmeister - Senior Process Manager Source to Pay, GBS Clariant SE
• Performance Messung: Erfuellung von SLAs und die tatsaechliche Kundenzufriedenheit
• Wie der Source-to-Pay Prozess zukuenftig Mehrwert fuer das Unternehmen generieren kann
• Zusammenspiel Organisation & SSC: Wie lassen sich Synergien identifizieren und
Reibungspunkte minimieren
• Was der einzelne SSC-Mitarbeiter zur Value Added Creation beisteuern kann
• Warum die Erweiterung des Blickwinkels über den Tellerrand der Shared Service
Organisation so wichtig ist
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Ines Burmeister

Senior Process Manager Source to Pay, GBS
Clariant SE

SSC Transformations

5:20 pm - 5:20 pm Ende der Vortragsreihe und der Konferenz

Advanced and Evolving midsize SSC (0-5 Years)

4:50 pm - 5:20 pm Semperit journey of rolling out Management Information system. Acceleration of the reporting
Marta Kulis - Head of Finance Transformations Operations, Asia SEMPERIT AG
• From Excel-based reporting to interactive web-based process – shift of process of data
validation from the HQ staff to the local Companies users
• Acceleration versus quality – how to reorganize the process to achieve conflicting targets
• Outsourcing part of the processes to.. BOTS – first impressions from testing robotics
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Marta Kulis

Head of Finance Transformations Operations, Asia
SEMPERIT AG

Advanced and Evolving midsize SSC (0-5 Years)

5:20 pm - 5:20 pm Ende der Vortragsreihe und der Konferenz