Premium Access Conference Day Two - 19 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

Change Management in a People-Oriented Organization

10:10 am - 10:50 am How to Build a Winning Culture in Your Shared Services Centre in the Age of Digital Transformation

Jacob Jacob - Group Human Resources Officer, Columbia Asia Healthcare

Strategy and culture are among the primary levers at top leaders’ disposal in their never-ending quest to maintain organizational viability and effectiveness. The approach provides clarity and focuses on collective action and decision making. It relies on plans and sets of choices to mobilize people and enforced by both concrete rewards for achieving goals and consequences for failing to do so. In this session, we suggest that culture can be managed to maximize its value through commonly used social and behavioral models.


  • Aligning strategic goals and resources to achieve transformation
  • How culture sets the borders
  • Necessary steps to create the “right” corporate culture
  • The Framework of an Integrated Culture

Jacob Jacob

Group Human Resources Officer
Columbia Asia Healthcare

10:40 am - 11:10 am Operating Model with Effective Organisation Change Management

Narendran V R - Head of HR, Technology, Standard Chartered Global Business Services

How to profitably deliver services to customers has become a defining challenge for businesses today. There are several reasons for this. One is because customers don’t just expect more; the expectations themselves also change quickly, radically shifting profits. The other is that executives face an increasingly complex landscape of technologies, methodologies, and both regulatory and compliance pressures to ensure that new processes are standardized and traceable. That is calling into question how businesses work, build skills, and deliver customer experiences.


  • The next-generation operating model: What is it, and how do I build it?
  • New approaches and capabilities to drive your next-generation operating model
  • Foundations to scale your next-generation operating model

Narendran V R

Head of HR, Technology
Standard Chartered Global Business Services

§ Identifying core competencies in digital business

§ Building a digital model with a cadre of people

§ Hire, train, and retain talents through performance metrics


Andras Brueckner

Managing Director, Global Finance Shared Services Organization Shared Services Center Kuala Lumpur
BASF Asia-Pacific Service Centre Sdn. Bhd.

12:10 pm - 1:10 pm Lunch Break

Intelligent Automation & Service Delivery


Gark CheeJin

Senior Director Controller, Managing Director Malaysia
Cypress Semiconductor Corporation


Kurt Bergmans

Managing Director and Global Head IS Service Management
Standard Chartered Business Services


Chella Pandian

HR Director


Kingston Seet

General Manager, GBS Malaysia


Carina Lim

Director of APAC Finance Shared Services
Hitachi Vantara


Ruba Kanagamany

Head of Asia Payroll Operations
Shell Malaysia

1:50 pm - 2:20 pm Automation vs Robotiz-sation…Knowing What Form of “Digital” Will Best Enhance your OperationsCase Study: Creating an Un-Paralleled Customer Experience through Shared Services

Alex Tan - Head of Business Operations, CBRE

§ Understanding automation potential by analyzing work activities

§ Considering deploying automation with the cost of labor and related supply-and-demand dynamics, factoring issues on regulatory and social-acceptance

§ Examining technical feasibility with technologies automating occupational activities


Alex Tan

Head of Business Operations

2:50 pm - 3:20 pm How Intelligent Automation through Cross-Functional Integration Work Together to Enhance Service Delivery

Sunthar Maniam - Senior Director of Group IT infrastructure, DKSH Corporate Shared Services Center
  • Back-office to a business technology centre
  • Conquering the first frontier in IA:RPA
  • Making it happen: Advanced model for shared services

Sunthar Maniam

Senior Director of Group IT infrastructure
DKSH Corporate Shared Services Center

3:20 pm - 3:20 pm Chairperson Closing Remarks & End of Conference