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Transactional efficiencies are table stakes. With business disruption and uncertainty widespread due to COVID-19, Shared Services organisations are now setting their sights on how to mitigate risk, develop re-entry strategies and enrich customer value by leveraging one of their greatest gold mines - data.
The Shared Services model is now roughly three decades old and in that time, it has shifted from a cost-based, centralisation-driven approach to one that, today, offers transactional efficiencies as table stakes. Along the journey, Shared Services has leveraged opportunities ranging from low-cost offshore resources, over outsourcing, and more recently the robotic workforce to drive performance and deliver more value. Building on the foundation constructed in the past 20 plus years, Shared Services organisations are now setting their sights on how to enrich customer value by leveraging one of their greatest gold mines – data. While the mine is filling up with amplified volume and new types of data, resulting from increased use of automation and process outcomes, Shared Services is faced with the opportunity to leverage it to design tailored, customer-centric service.
By attending this event you will learn how to:
- Leverage IA and data analytics to improve operational efficiency and effectiveness, drive revenue growth and improve service quality
- Utilise predictive analytics to create a better experience for shared services customers
- Unclog bottlenecks and increase visibility with process discovery and mining
- Construct a GBS framework to improve analytics and insights, leading to transformed customer and employee experiences
- Leverage Future of Work concepts to accelerate service delivery transformation
- Scale automation to deliver amplified business value
- Revamp your business continuity strategy in the era of COVID-19
- Take your service delivery organisation into the future through CoEs, non-traditional services, analytics and business customisation
Taking Center Stage:Change Agents, Strategists, Digital Transformation Experts, Process Gurus
Nigel Coffey
Vice President – Global Business Services, Europe
Formerly of Shire Pharmaceuticals and Takeda
James Dening
Digital Worker Evangelist
Automation Anywhere
Emma France
Record to Report Global Process Owner
AstraZeneca
Vanessa Gleason
Vice President – Strategy and Relationship Management
Takeda
Chris Gunning
Manager Transformation Services, Global Finance Process & Services
The HEINEKEN Company
Will James
Director, Global Business Services UK
Ultra Group
Guy Mercier
Managing Director (interim)
Europcar Financial Services Centre
Erhan Ok
Head of Practice, Business Process Automation CoE
ABB
Dr. Frank Schüler
Managing Director Global Service Center
DHL
Khurram Shahzad
Global Head of GBS Transformation and Business Relationship Management
British American Tobacco
Georg Sonner
Senior Consultant
Basware GmbH
Mike Stops
Group Director Service Centres
NSG Pilkington
Kieran Coughlan
Principal consultant EMEA
Nintex
Luke Richardson
Senior Lead Account Manager
Nintex
Jan Fuhr
Process Mining Lead
Fresenius Kabi
JP Thomsen
Vice President, Business Models and Enablement
Celonis
Danny Thompson
VP Software Product Management
APEX Analytix
Naomi Secor
Global Managing Director
SSON
Why SSO Week Digital Europe is the Place to Be!
Access from Anywhere
No travel needed! Shared Services and GBS experts deliver cutting-edge content on the virtual stage! Enjoy best practices from the comfort of your remote workspace.
Blueprint Your Service Delivery Transformation in the Face of COVID-19
Upgrade your business services resiliency plan, obtain an e-book to evolve from RPA to AI, move from data basics to data ready, and hear how leading SSOs add value, every day.
Engaging Live Q&A & Digital Gift Bag Giveaways!
Facilitated live Q&A with every session! Digital giveaways throughout the event! Stay engaged and be rewarded with extra content pieces and discounts to future in-person conferences.
Over 800+ virtual attendees! We're all in this together
Takeda, The Heineken Company, NSG Pilkington, ABB, Europcar, and many more beloved brands share their secrets to transformation. Leading tech providers share customer stories and offer a refresh on how to maximize automation investments and protect against remote challenges.
Day 1, 2 June (Tuesday)
0900 - 0945 BST (0800-0845 GMT)
Shining the Spotlight on Business Services as Partners and Consultants
For many years enterprise organisations have taken a stance that focusing on core competencies is the basis of competitive advantage and supporting functions should be transferred to other areas or to a third party; hence the emergence of Shared Services and outsourcing more than 20 years ago. Fast-forward to 2020 and service delivery models are continuing to evolve across Europe. A growing number of large multinational corporations have made the shift to more global, multifunctional (GBS) models which are not only expected to provide higher value at lower cost, but to create environments where digital capabilities can be rapidly adopted – ultimately positioning them as the engines for enterprise-wide digital transformation. Yet business services leaders still come up against traditional views of the model as transactional process houses instead of being recognised as value adding hubs for innovation and consultants to the business.
Our panel of seasoned Shared Services leaders will discuss:
- Essentials to enable and guide the business to move into the Consultant seat at the table
- Branding, language and talent – how SSO’s overcome transaction factory perception
- What is holding SSO’s back
Presenters:
Chris Gunning, Manager Transformation Services, Global Finance Process & Services, The HEINEKEN Company
Mike Stops, Group Director Service Centres, NSG Pilkington
1000 - 1045 BST (0900-0945 GMT)
Disrupt the Disruption
Managing Risk, Fraud and Working Capital Through the Crisis
Master data is the foundation of financial shared services operations and can be used to prevent fraud, fines and errors while also identifying opportunities. The challenge is that most of the time the master data is in disparate systems, not accurate or not there at all. This session will focus on how to validate and enrich your customer and vendor master data to manage risk, prevent fraud and drive bottom line growth.
- The business impact of poor master data
- Why automated bank account ownership validation will replace callbacks
- Zero investment strategies to improve working capital
- How to get a 360 degree view of customer and vendors
- Which transformative initiatives can be powered by master data
Presenter: Nigel Coffey, Vice President – Global Business Services, Europe, Formerly of Shire Pharmaceuticals and Takeda
Danny Thompson, SVP Market and Product Strategy, apexanalytix
1100 – 1145 BST (1000-1045 GMT)
How GBS Can Bring Value Through Continuous Improvement Mind Set
In 2020 you’d be forgiven for thinking that automation was the only option when it comes to productivity gains. But at BAT they’ve chosen to take a more holistic approach; combining consolidation, standardisation , elimination and using right methods to achieve what they call a continuous improvement mindset. In this session their global head of GBS Transformation talks us through:
- The value equation of any GBS beyond wage arbitrage
- The echo system of Continuous Improvement and Optimization
- Choosing the best fit methods to drive Continuous Improvement culture
Presenter: Khurram Shahzad Global Head of GBS Transformation and Business Relationship Management, British American Tobacco
1200 – 1245 BST (1100-1145 GMT)
Driving Business Continuity with Intelligent Automation
In this session, James Dening, Digital Worker Evangelist at Automation Anywhere, will discuss tools and solutions to help your organisation become more resilient to disruptions. As COVID-19 reaches all facets of life, Shared Services are finding new ways to mitigate the impact that could have long-term effects. Robotic Process Automation (RPA) can help mitigate disruption by enabling businesses to stay connected across teams and systems, and offer stability in times of uncertainty. From setting up and expanding remote operations and processing increasing document volumes, to streamlining of information gathering and response and customer support, see how you can leverage the intelligent Digital Workforce to drive business continuity and increase the productivity of your remote employees.
Key takeaways:
- Explore how to do more for your business and employees with an intelligent Digital Workforce
- See what ideas Automation Anywhere customers and RPA enthusiasts have developed to aid those affected by COVID-19
- Learn how to bring automation to your business faster than ever
Presenter: James Dening, Digital Worker Evangelist, Automation Anywhere
Day 2, 3 June (Wednesday)
0900 - 0945 BST (0800-0845 GMT)
How To Leverage Intelligent Automation And Data Analytics To Boost Your Finance SSC
Automation is known to be the main driver of cost efficiency and faster processing times. But beyond those table stakes, modern AP solutions offer not only ways to improve data quality through built-in intelligent automation. More importantly, they allow your Finance SSC to access actionable, real-time data analysis that shines a light on problem areas in your end-to-end process and highlights opportunities to improve cash flow for the business. This data will establish AP as an elevated partner to the business and enables your employees to shift towards knowledge-based work. Get insights from the Heineken case study, how invoice automation can be used to improve your metrics across the board.
- Release bottlenecks through further automation and provide measurable evidence to your customers
- Get visibility and control about workload management, improvement areas and predict cash requirements for upcoming payments
- Drive optimal decisions by delivering cross-functional insight to procurement
Presenter: Georg Sonner, Senior Consultant, Basware GmbH
1100 – 1145 BST (1000-1045 GMT)
There Is No Process: Revolutionizing Continuous Improvement By Making Processes Real
Processes do not exist. You cannot point to them, you cannot pick them up. And like anything made up, the more they resonate with us and the more real they become. Process thinking and universal understanding of processes is the foundation to continuous improvement. Organisations like Wizz Air and Toyota Financial Services understand if process is to become your language of change, the people who deal with the change need to understand process. Ensure your organisation engages with process by:
- Using the language of simplicity
- Bringing process governance to the front of people’s minds
- Embedding processes into daily operations
- Setting the foundations for continuous improvement and automation
Presenter: Kieran Coughlan, Principal Consultant EMEA, Nintex
Luke Richardson, Senior Account Manager, Nintex
1200 – 1245 BST (1100-1145 GMT)
15 Minutes in a Coffee Corner to Brew Up Value Delivery Redesign
What if you were charged with improving customer satisfaction, reducing attrition and enriching end-to-end service performance, and you only have 6 months to get things moving in the right direction, where would you start? With the people, or course, and a mindset that shared services competitiveness will be lost if the focus is only based on cost. Learn about Europcar’s strategy designed from insights learned from front line team members and country CFO stakeholders.
Move to next level value delivery performance by:
- Understanding how paying fewer employees higher salaries can drive motivation and reduce attrition
- Methods to gain clear, open feedback from stakeholders - not just what they think you want to hear
- Learning to ride a bicycle – up a steep slope with the front tire flat and no brakes
Presenter: Guy Mercier, Managing Director, Europcar Financial Services Centre
1300 - 1345 BST (1200 - 1245 GMT)
Accelerating Business Value with European Trends & Benchmarks
Shared Services and Global Business Services in Europe are set to double down on digitisation to reach new heights in service delivery. During this session, attendees will learn about these trends along with the latest key metrics available for benchmarking across European SSOs and globally. Learn how you stack up against the Top 20 Admired SSOs, how to create your personalised benchmarking report and how to access the cost of centre operations, talent availability and salary across 3800 locations.
Presenter: Naomi Secor, Global Managing Director, SSON
Brought to you by: SSON Analytics
Day 3, 4 June (Thursday)
0900 - 0945 BST (0800-0845 GMT)
Leveraging Business Process Automation to Deliver Amplified Business Value
Implementing automation successfully requires considerable effort and resource investment of people and funding. Striking the balance between ambition, foundation and agility necessitates carefully considering these elements from the outset. Establishing a model that will facilitate your organization to scale and manage your digital workforce in a nimble way will enable you to progress further on your digital journey.
Amplify your business value by developing an automation strategy that addresses:
- Robotics as only one component of a more holistic program
- A formal structure, foundation and operating model to transition from pilot to production
- Robots are not a set it and forget it tool – they required maintenance, governance and control
Presenter: Erhan Ok, Global Practice Lead, Business Process Automation CoE, ABB
1000 - 1045 BST (0900-0945 GMT)
Business Continuity Planning (BCP) in a COVID-19 Era - Preparing for Re-Entry
Most organizations have a BCP plan in writing but can it stand the test of a crisis such as COVID-19? While natural disasters and even world events such as 9/11 have raised the bar on the breadth of BCP, even the most mature and well-tested plans are unlikely to have provisions to deal with scale, duration and global reach of the crisis we are currently facing. Take a fresh look at your BCP plan based on COVID-19 learnings including:
Prepare for your entry into the automation funding tank by:
- Service delivery risks in a 100% work from home model (equipment, infrastructure, staff state of mind)
- How do you make your plan fluid in order to prepare for "waves" of change around the globe?
- Which elements need to be continuously modified as the crisis end date continues?
- How do you transfer the outcomes into operational changes once business as usual state is restored?
- Structural and other impacts afterwards
Presenter: Will James, Director, Global Business Services UK, Ultra
1100 – 1145 BST (1000-1045 GMT)
Evolving the GBS Model from Siloed Towers to Integrated Service Management
In SSON’s annual state of the industry survey 19.5% of the respondents indicated they have not yet implemented a GBS model but plan to in the near future. Of the respondents who already operate in a GBS model, 13% said they are struggling to achieve the full benefits and completely transition to the new model.
- Transition of programs
- Wrapper around GBS org to bring it all together
- Fill in the gaps between the towers
Presenter: Vanessa Gleason, Vice President – Strategy and Relationship Management, Takeda
1200 – 1245 BST (1100-1145 GMT)
Deliver End-to-End Process Benefits through Service Delivery Remodeling, Growth Expansion and Augmented Workforce
In this session, you will discover how the Global Service Center of DHL Global Forwarding, Freight
- Transformed their shared services approach radically over three years
- Moved up the value chain through service delivery remodeling (moving in-house and virtual delivery), rapid service expansion (workforce more than doubled) and service standardisation
- Put the skills of its employees at the center of its operating model and establishes a GSC Academy to focus on targeted Learning & Development programs
- Established a holistic service delivery model fully based on virtual and human delivery
- Establishing a holistic service management platform enabling real-time augmented workforce management across human and virtual delivery
Presenter: Dr. Frank Schüler, Managing Director, Global Service Center, DHL
Day 4, 5 June (Friday)
0900 - 0945 BST (0800-0845 GMT)
Meet AI-Powered Process Mining And A New Way Of Working For Accounts Payable
At its best, Accounts Payable can have a huge impact on working capital, operating margins, and supplier negotiations. But too often, AP departments are held back by operational friction – missing goods receipts and POs, incorrect payment terms, slow approvals, or incorrect fields. No longer. In this session we look at a new way to optimize how your business processes run for the outcomes that matter most. How, GBS organizations can run more fluidly than ever before, automatically surface chronic issues, generate prescriptive action flows, and re-prioritise invoices to ensure that everyone, at every level of the organization, is always working toward the outcomes that matter most.
In this session you will learn how Celonis enabled pharmaceutical leader Fresenius Kabi to mobilize every level of the AP department to drive outcomes like accelerated cash discount capture and increased productivity. Join us to understand how to:
Reveal your bottlenecks and achieve greater results from your process tools by:
- Understanding automation isn’t a solution unless it’s the right solution for the problem you are solving
- Importance of applying context to data outcomes and looking under the hood for the story the data doesn’t tell
- The good, the bad and the not so pretty part of algorithms
Speakers:
JP Thomsen, Vice President, Business Models and Enablement, Celonis
Jan Fuhr, Process Mining Manager, Fresenius Kabi
1000 - 1045 BST (0900-0945 GMT)
Creating a Vision for the Long Term, Strategic Direction of the Process
Getting caught up in the rush to chase the shiny new object, known as automation, has resulted in some organisations not stopping long enough to pause and assess whether technology is the best answer. The role of Global Process Owners (GPO) is being elevated as scaling automation successfully and this requires a vision and roadmap that takes you from the ‘as is’ to the ‘to be’ and ensures that technology is considered as part of the overall roadmap for success. Prior to turning on automation it is essential to identify how the changes will impact process performance metrics. During this session, attendees will learn how to:
- Build a vision that everyone can get behind
- Craft a roadmap to take the organisation on the journey required
- Define the structure and separation of tasks between GPO’s, day to day delivery, project delivery and continuous improvement teams
- Measuring progress
- Ensuring that automation considers the whole operating model to deliver success
Presenter: Emma France, Global Process Owner, R2R, AstraZeneca
1145– 1200 BST (1045-1100 GMT)
Conference Closing Remarks
Nigel Coffey
Vice President – Global Business Services, Europe
Formerly of Shire Pharmaceuticals and Takeda
James Dening
Digital Worker Evangelist
Automation Anywhere
Emma France
Record to Report Global Process Owner
AstraZeneca
Vanessa Gleason
Vice President – Strategy and Relationship Management
Takeda
Chris Gunning
Manager Transformation Services, Global Finance Process & Services
The HEINEKEN Company
Will James
Director, Global Business Services UK
Ultra Group
Guy Mercier
Managing Director (interim)
Europcar Financial Services Centre
Erhan Ok
Head of Practice, Business Process Automation CoE
ABB
Dr. Frank Schüler
Managing Director Global Service Center
DHL
Khurram Shahzad
Global Head of GBS Transformation and Business Relationship Management
British American Tobacco
Georg Sonner
Senior Consultant
Basware GmbH
Mike Stops
Group Director Service Centres
NSG Pilkington
Kieran Coughlan
Principal consultant EMEA
Nintex
Luke Richardson
Senior Lead Account Manager
Nintex
Jan Fuhr
Process Mining Lead
Fresenius Kabi
JP Thomsen
Vice President, Business Models and Enablement
Celonis
Danny Thompson
VP Software Product Management
APEX Analytix
Naomi Secor
Global Managing Director
SSON
How do I join the online conference?
Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.
How much does it cost to attend?
The European Shared Services & Outsourcing Digital Week is completely free to attend.
Where is it located?
This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet. Audio and presentation viewing is accessed through an internet connection.
Can I access the slides post-event?
All presentations will be available after the conference via the on-demand recording link. When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.
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