Premium Access Conference Day One - 18 November 2020

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10:00 am - 10:05 am Opening Greetings from SSON

10:05 am - 10:10 am Chairperson Opening Address

Digital Transformation for Shared Services

10:10 am - 10:40 am 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

10:40 am - 11:10 am How is Digital Transformation Impacting SSOs Efficiency?

Roaida Abdullah - RPA Program Leader, Digital Services, Group IT and Digital, Telekom Malaysia

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

RPA Program Leader, Digital Services, Group IT and Digital
Telekom Malaysia

11:10 am - 11:40 am How to Design and Develop Modern Platforms to Unlock the Power of Data & Analytics to Generate Real Business Value

§ 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

11:40 am - 12:10 pm Virtual Speed Networking Session

§ 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

12:10 pm - 1:10 pm Virtual Speed Networking Session

§ 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

Advancing the Shared Services Maturity Curve

1:10 pm - 1:40 pm Case Study: From “Back Office” to “One Office": How Global Services is Pole-Vaulting to Maturity

Ruba Kanagamany - Head of Asia Payroll Operations, Shell Malaysia

§ Re-examining approaches with delivery models to balance customer centricity and business operations

§ Integrating digital technologies and data sets to expand the portfolio of services

§ Accelerating GBS with more integrations of RPA with Machine Learning and AI for the demand of the future industries

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Ruba Kanagamany

Head of Asia Payroll Operations
Shell Malaysia

1:40 pm - 2:10 pm Aligning Customer Centricity with the Ability to Deliver Globally at Scale

Yasmin Mohd Ramzi - FCMA, CGMA, CA(M), Head Service Delivery, Tenaga Nasional Berhad GBS
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Yasmin Mohd Ramzi

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

2:10 pm - 2:40 pm Unlocking Further Value & Growth through Centres of Excellence

Adib Kheireddine - Global Process Owner Director, Global Business Services, Celestica

As the name implies, centers of excellence (or CoEs) work as a centralized service that scoops up the best capabilities, insights, and knowledge from disparate sources within the organization, optimizes their value and then delivers them as a service throughout the business. In this way, organizations cannot only graft great ideas from one plant or location onto another but also reduce duplication and redundancies across the enterprise.


  • A rebalancing of corporate outsourcing strategies
  • Define value upfront and get the right stakeholders on the bus
  • Culture of experimentation and finding the right talent
  • Unlocking business value through process improvement or change management
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Adib Kheireddine

Global Process Owner Director, Global Business Services
Celestica

4:40 pm - 4:50 pm Chairperson Closing Remarks & End of Conference Day 1