Malaysia’s #1 Shared Services & GBS Event
May 20 - 23, 2025
| Grand Millennium, Kuala Lumpur
Main Conference Day 1 - Wednesday, 21 May 2025
8:15 am - 8:50 am
Registration Opens
8:50 am - 8:55 am
Welcome Address & Opening Greetings by SSON
8:55 am - 9:00 am
Opening Remarks by Chairperson
Dr. Patricia Francis, C.A. (M), FCCA (UK) -
Head of Global Financial Markets Operations Strategy and Learning & Development,
Standard Chartered
Dr. Patricia Francis, C.A. (M), FCCA (UK)
Head of Global Financial Markets Operations Strategy and Learning & DevelopmentStandard Chartered
New Frontiers for Malaysia’s Shared Services Industry
9:00 am - 9:30 am
Launching Malaysia’s First GBS Centre in the East Coast in Terengganu
Jazlan Azizy Jusoh -
CEO,
VADS Business Process Sdn Bhd - A Subsidiary of Telekom Malaysia
Post pandemic, Telekom Malaysia’s subsidiary – VADS Business Process Sdn Bhd— saw a high impact on talent attrition, which is why Jazlan strategized to open a new centre in the East coast of Malaysia. The results of this experiment? Jazlan shares more on their journey so far.
- Launching of TM’s new GBS centre – first in the East Coast of Malaysia
- Breaking down stigmas of the talent availability in Terengganu
- Collaborating with the state government & agencies to utilise Terengganu’s multi-lingual talent pool
9:30 am - 10:20 am
The Big Picture: Navigating Global Headwinds and Embracing New Frontiers for Malaysia’s SSCs and GBSs
Dr. Patricia Francis, C.A. (M), FCCA (UK) -
Head of Global Financial Markets Operations Strategy and Learning & Development,
Standard Chartered
Jessica Pinto - Regional CFO, APAC, Veolia Water Technologies
Shazmi Ali - Global VP, HR, Shell Business Operations, Shell
Mastura binti Omar - Head (Digital & Innovation), TNB Global Business Solutions
- Integrating ESG principles into SSC and GBS operations to create a sustainable future and enhance organisational resilience amidst global uncertainties and evolving stakeholder expectations
- Analysing emerging trends, technological advancements, and strategic partnerships to navigate geopolitical shifts and economic volatility
- Discussing the critical importance of proactive upskilling and reskilling initiatives to equip the workforce with the adaptability and advanced skills needed to thrive in an era of rapid change and foster innovation
Dr. Patricia Francis, C.A. (M), FCCA (UK)
Head of Global Financial Markets Operations Strategy and Learning & DevelopmentStandard Chartered
10:20 am - 10:40 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with serval leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference.
10:40 am - 11:10 am
Morning Tea & Networking Break
Reimagining the Value of your SSC and GBS
11:10 am - 12:00 pm
Panel Discussion: Going Beyond Cost Savings: The Evolving Role of SSCs and GBSs as Revenue Drivers
Dr. Patricia Francis, C.A. (M), FCCA (UK) -
Head of Global Financial Markets Operations Strategy and Learning & Development,
Standard Chartered
Jazlan Azizy Jusoh - CEO, VADS Business Process Sdn Bhd - A Subsidiary of Telekom Malaysia
Nyon Kam Yew - Head of Global Business Services (GBS) APMEA & Europe, Kerry Group
CheeJin Gark - VP GFS Malaysia, Managing Director, Infineon Technologies
Karan R Bhatia - Head of Global Business Services (GBS), Asia Hub, Opella Healthcare (Sanofi Consumer Healthcare)
- How can shared services and GBS centres impact top-line growth?
- Identifying strategic partnerships and collaborations to enhance value proposition
- Strategies for business centres to influence strategic decision-making and contribute to organisational growth
Dr. Patricia Francis, C.A. (M), FCCA (UK)
Head of Global Financial Markets Operations Strategy and Learning & DevelopmentStandard Chartered
Karan R Bhatia
Head of Global Business Services (GBS), Asia HubOpella Healthcare (Sanofi Consumer Healthcare)
12:00 pm - 12:30 pm
Delivering Added Value through IT Functions – Insights from a Global Leader
Kurt Bergmans -
Global Head Enterprise Services,
SWIFT
- Transforming IT from a support role to a value driver
- Innovating IT with customer-centric solutions
- Leveraging data and analytics for informed decision-making
12:30 pm - 1:30 pm
Lunch & Networking Break
During this part of SSOW Malaysia, attendees will be sorted into groups of 12- 15 to take part in Interactive Discussions around the topics below. Delegates will get the opportunity to select two topics and will rotate between their choices every 50 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.
Interactive Discussion Groups
Finance Transformation
1:30 pm - 3:10 pm Movie Nights at Month End – How to Make Period Close a Non-Event Jeen Eu Khor - Director, Shared Financial Services APAC, PPG
Finance Transformation
1:30 pm - 3:10 pm Revolutionizing Order-To-Cash through Innovative Strategies and Digital Advancements Matthew Sia - Head of APAC Finance Shared Services & Global OTC, Hitachi Vantara
Finance Transformation
1:30 pm - 3:10 pm Moving Towards End-to-End Finance Processes – Embracing Global Process Ownership Puneet Gupta - Managing Director Business Service Centre, Air Liquide Group
HR & Employee Experience
1:30 pm - 3:10 pm Going Back to Basics: Do’s & Don’ts Before Automating your HR Processes S Mahish - Head of Shared Services Center Asia/Pacific HR, Schaeffler Malaysia
HR & Employee Experience
1:30 pm - 3:10 pm Importance of Reskilling, Upskilling and Cross-skilling the Workforce Trudy Tan - Head of Kuala Lumpur Hub, Sanofi
HR & Employee Experience
1:30 pm - 3:10 pm Strategies for Improving the Employee Experience Then Sik Kwang - Head of HR for Malaysia and Global HRBP, DHL IT Services
Strategy
1:30 pm - 3:10 pm How to take your Organization from Change Resistant to Change Resilient Justyna Kierska - Global Services and G&A Strategy, Senior Director, Barry Callebaut Group
Strategy
1:30 pm - 3:10 pm Maximising Data Insights for Operational Excellence Alex Tan - Senior Director, Global Head of Client Accounting, CBRE Global Business Services
Strategy
1:30 pm - 3:10 pm Maximising Value Creation - Customer-centric Strategies for Sustainable GrowthIndustry Benchmarking & Best Practices
3:10 pm - 3:40 pm
Afternoon Tea & Networking Break
3:40 pm - 4:10 pm
The Evolution of GBS in Malaysia: AI-Enabled GBS and the Role of Emerging Tech
Datuk Ts. Fadzli Abdul Wahit -
Senior Vice President / Head of Division, Digital Transformation Division,
Malaysia Digital Economy Corporation (MDEC)
This topic will explore how Malaysia is transitioning from traditional shared services to high-value, digital-driven Global Business Services (GBS), with a strong focus on AI adoption and innovation.
Datuk Ts. Fadzli Abdul Wahit
Senior Vice President / Head of Division, Digital Transformation DivisionMalaysia Digital Economy Corporation (MDEC)
4:10 pm - 4:40 pm
Industry Benchmarking
5:50 pm - 6:00 pm
Chairperson Closing and End of Conference Day One
Dr. Patricia Francis, C.A. (M), FCCA (UK) -
Head of Global Financial Markets Operations Strategy and Learning & Development,
Standard Chartered
Dr. Patricia Francis, C.A. (M), FCCA (UK)
Head of Global Financial Markets Operations Strategy and Learning & DevelopmentStandard Chartered
