Malaysia’s #1 Business Services Gathering

13 - 16 April, 2020 | Kuala Lumpur, Malaysia

Conference Agenda Day 1 - 14 April 2020

8:00 am - 8:45 am Morning Refreshment and Registration

9:00 am - 9:10 am Opening Remarks from Chairperson

8:45 am - 9:00 am Opening Greetings from SSON

Spotlight on Malaysia

Malaysia is one of the strongest contenders in the region due to its unique value proposition in terms of the multilingual, multicultural workforce; significant existing shared services presence/experienced talent pool; proven expertise; and supportive government incentives. Guided by government organizations like MDeC, Malaysia is increasingly focusing on high-end analytics work defined by Global Business Services to drive future growth.
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Azirruan Arifin

Chief Internal Auditor for Social Security Organization (SOCSO)
established under the Ministry of Human Resources

According to the World Bank’s Malaysia Economic Monitor, Malaysia’s economy is expected to grow at 4.6% in 2019. Malaysia clinched the top spot in a line-up of 20 other emerging market peers in the Bloomberg’s Emerging Market Scorecard. In hopes of becoming a high-income nation by the year 2020, the Government embarked on an Economic Transformation Programme (ETP) in September 2010. One component of the ETP involves promoting Malaysia as a top investment destination.
 
Discussion Pointers:
 
  • Building your digital talent workforce to develop local leadership capabilities
  • Adopting leading ICT technologies in a dynamic shared services model
  • Providing positive customer experience and satisfaction as a key to competitive differentiation
  • Driving higher value services at the edge of maturity curve
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Neeti Mahajan

Managing Director, Global Service Centre, Malaysia
HSBC

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Sivakumar Sivagurunathan

Vice President, Global Finance Shared Services
Speedcast

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Yasmin Mohd Ramzi

FCMA, CGMA, CA(M), Head Service Delivery
Tenaga Nasional Berhad GBS

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Seng Yue Yau

Head of IT Global Business Services and Regional Corporate IT
British American Tobacco

10:20 am - 10:40 am Speed Networking Session

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

Interactive Discussion Groups – 2 Rotations/Topics @ 50-minutes each

Technology

11:10 am - 12:50 pm How Low-Code Technology Accelerates Digital Transformation
Nancy Cassiere - Head, Business Service Centre KL, GSK

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Nancy Cassiere

Head, Business Service Centre KL
GSK

Technology

11:10 am - 12:50 pm Transactional Processing Using Knowledge Management
Ken Tan - Vice President – Digital Process Improvement, Ambank

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Ken Tan

Vice President – Digital Process Improvement
Ambank

Technology

11:10 am - 12:50 pm Harnessing RPA and Automation Technology to Transform Shared Services Activities
Roaida Abdullah - Group IT and Digital, TM

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Roaida Abdullah

Group IT and Digital
TM

Human Resources

11:10 am - 12:50 pm Innovation Culture Catalyst and Mindset: The Secrets that Driven People and Innovation
Chan Hoon Chuah - Vice President, HR for Global Functions, AP, DHL

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Chan Hoon Chuah

Vice President, HR for Global Functions, AP
DHL

Human Resources

11:10 am - 12:50 pm Striking a Balance of Life-Skills of Workforce in Industry 4.0
Chella Pandian - HR Director, MSD

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Chella Pandian

HR Director
MSD

Human Resources

11:10 am - 12:45 pm How to Increase Employee Engagement through Competency-Based Talent Management
Narendran V R - Head of HR, Technology, Standard Chartered Global Business Services

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Narendran V R

Head of HR, Technology
Standard Chartered Global Business Services

Finance

11:10 am - 12:50 pm Strategies to Drive Integrity Data Management to Insuring Accuracy
Adib Kheireddine - Global Process Owner Director, Global Business Services, Celestica

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Adib Kheireddine

Global Process Owner Director, Global Business Services
Celestica

Finance

11:10 am - 12:50 pm Next Generation Future Finance Business Services – Tips and Tricks to Expand Your Scope
Chin Kuang Kim - Vice President of Finance, Global Business Services, Jabil Circuit

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Chin Kuang Kim

Vice President of Finance, Global Business Services
Jabil Circuit

Finance

11:10 am - 12:50 pm Adding Value in the GBS of the Future – From Set-Up to Data, Bots, and Talent Acquisition
Puneet Gupta - Director, Global Business Services , Asia Pacific, Kimberly Clark
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Puneet Gupta

Director, Global Business Services , Asia Pacific
Kimberly Clark

Operations

11:10 am - 12:50 pm Building Your SSOs Through Assessment, Optimization, and Growth
Ryan Kidd - Director, Schlumberger Business Support
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Ryan Kidd

Director
Schlumberger Business Support

Operations

11:10 am - 12:50 pm Humanize Services Through Automation to Fix Operational Challenges in Regional Context
Raj Chaudhuri - Director, CFN, Global Services Group, American Express
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Raj Chaudhuri

Director, CFN, Global Services Group
American Express

Operations

11:10 am - 12:50 pm Keys to a Successful Post-Merger Integration Strategy for Shared Services
Joyce Wong - Regional HR Director, International SOS
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Joyce Wong

Regional HR Director
International SOS

12:50 pm - 1:50 pm Networking Lunch


Designing Best Practices to Drive Shared Services Growth Along the Maturity Curve

STREAM A: Creating Value through Process Transformation

2:00 pm - 2:40 pm Redefining New Ways of Working with Expanded Job Scope through Standardised Business Processes
§  Identifying process to determine the scope, activities, and the actors involved, the linkages to drive workflow and objective
§  Identifying the hidden process dependencies and test the process before introducing to a live business environment
§  Implementing changes to process while mitigating the risk of change-related process problems

STREAM A: Creating Value through Process Transformation

2:30 pm - 3:00 pm Building Bricks for Continuous Improvement
Chan Hoon Chuah - Vice President, HR for Global Functions, AP, DHL

§  Creating a mutual and accurate understanding of the end vision and goal
§  Identifying and measuring key performance metrics to keep track of how an initiative is going and build a company-wide improvement mindset
§  Sustaining a culture of continuous improvement to put values into action for a purposeful business
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Chan Hoon Chuah

Vice President, HR for Global Functions, AP
DHL

STREAM B: Analytics and Intelligent Automation

2:00 pm - 2:40 pm Why Process Discovery is critical for a successful enterprise RPA implementation?
Raj Chaudhuri - Director, CFN, Global Services Group, American Express
§  Using process discovery to identify key problems areas to be addressed for improvement, eliminating guesswork during pre-implementation phase of RPA
§  Drastically improve pre-automation process assessment and discovery
§  Identifying the areas that would benefit from automation
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Raj Chaudhuri

Director, CFN, Global Services Group
American Express

STREAM B: Analytics and Intelligent Automation

2:30 pm - 3:00 pm How to Design and Develop Modern Platforms to Unlock the Power of Data & Analytics to Generate Real Business Value
Ken Tan - Vice President – Digital Process Improvement, Ambank
§  Defining the aim of the function and how it’s intended to interact with the broader business
§  Finding the right set of tools to enable organizations to generate value through the process efficiently
§  Simplifying the process to augment the experience for customer care
§  Developing the right expertise and tie that together with the tools to maximize productivity
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Ken Tan

Vice President – Digital Process Improvement
Ambank

4:00 pm - 4:30 pm Afternoon Refreshments and Networking Break – Back to Plenary Hall

3:30 pm - 4:00 pm How is Digital Transformation Impacting Your SSO, GBS, and Outsourcing Strategies?

Roaida Abdullah - Group IT and Digital, TM
The power of digital is all around us, but how far have you embedded it into your services? Digitalization can transform back-office into centers of innovation across such functions like HR, IT, and finance and accounting (F&A). Solution providers are singing a similar refrain, let’s apply new technology to a traditional process and do it faster, better, and cheaper. 
 
  • What are the challenges and risks embedded in achieving digital transformation in SSOs?
  • Globalization accelerator by adding more Services to a scalable architecture
  • How to evolve outsourcing contracts to continue creates value and mitigate risk for outsourcing customers?
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Roaida Abdullah

Group IT and Digital
TM

4:00 pm - 4:30 pm Fireside Chat: Surviving — and Thriving — in an “Overnight” Outsourcing Transformation

The evolution of outsourcing and the advent of emerging trends are offering companies more transformative opportunities and competitive advantages than ever before. However, these advancements also generate additional layers of complexity between organizations and their service providers.
 
In this session, we discuss how companies can experience value through outsourcing contracts with the transition to global delivery models and increasingly complex multi-sourcing arrangements.
 
Discussion Pointers:
 
  • The motivations behind the use of outsourcing services
  • Changes in the business activities and processes
  • The nature of contracts and collaborations
  • How outsourcing is affecting employees and workflow

4:30 pm - 4:40 pm Chairman’s Closing Remarks and End of Day One