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

New Frontiers for Malaysia’s Shared Services Industry

9:00 am - 9:30 am Opening Keynote | What it Takes to Truly Put Customers First for Value-Creation

What does it Take to Create a Cohesive Customer Experience Mindset Across the Shared Services? 

9:30 am - 10:00 am Industry Thought Leadership


10:00 am - 10:40 am Panel Discussion: The Big Picture: Embracing New Frontiers for Malaysia’s SSCs and GBSs

Jessica Pinto - Regional CFO, APAC, Veolia Water Technologies
Shazmi Ali - Global VP, HR, Shell Business Operations, Shell
  • Explore the integration of ESG principles into SSC and GBS operations to create a sustainable future 
  • Analysing emerging trends, technological advancements, and strategic partnerships to shape the future of Malaysia's SSC and GBS industry 
  • Discussing the importance of upskilling and reskilling the workforce, fostering innovation through dedicated hubs and centres of excellence
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Jessica Pinto

Regional CFO, APAC
Veolia Water Technologies

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Shazmi Ali

Global VP, HR, Shell Business Operations
Shell

10:40 am - 11:00 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.

11:00 am - 11:30 am Morning Tea & Networking Break

Reimagining the Value of your SSC and GBS

  • 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 
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Jazlan Azizy Jusoh

CEO
VADS Business Process Sdn Bhd - A Subsidiary of Telekom Malaysia

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Nyon Kam Yew

Head of Global Business Services (GBS) APMEA & Europe
Kerry Group

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CheeJin Gark

VP GFS Malaysia, Managing Director
Infineon Technologies

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Karan R Bhatia

Head of Global Business Services (GBS), Asia Hub
Sanofi

12:10 pm - 12:40 pm Unlocking Value for Business within BAT

Wen Chu Ng - Head of OTC, S2S and PC, British American Tobacco (BAT)

BAT GBS has been on forefront of unlocking value through data & insights and proactive business partnering.  

  • Reducing cost base and unlocking working capital for the entire region to support commercial business  
  • Partner centricity is at the heart of BAT GBS 
  • Ensuring end-to-end excellence with robust control & governance 
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Wen Chu Ng

Head of OTC, S2S and PC
British American Tobacco (BAT)

12:40 pm - 1:10 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 
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Kurt Bergmans

Global Head Enterprise Services
SWIFT

1:10 pm - 2:10 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

2:10 pm - 3:50 pm Movie Nights at Month End – How to Make Period Close a Non-Event
Nittan Katyal - Director, Global Business Services, Baxter International
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Nittan Katyal

Director, Global Business Services
Baxter International

Finance Transformation

2:10 pm - 3:50 pm Revolutionizing Order-To-Cash through Innovative Strategies and Digital Advancements
Nittan Katyal - Director, Global Business Services, Baxter International
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Nittan Katyal

Director, Global Business Services
Baxter International

Finance Transformation

2:10 pm - 3:50 pm Moving Towards End-to-End Finance Processes – Embracing Global Process Ownership
Nittan Katyal - Director, Global Business Services, Baxter International
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Nittan Katyal

Director, Global Business Services
Baxter International

HR & Employee Experience

2:10 pm - 3:50 pm Going Back to Basics: Do’s & Don’ts Before Automating your HR Processes
Then Sik Kwang - Head of HR DHL IT Services Malaysia, India & Global Business Partner for Express, DHL Group
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Then Sik Kwang

Head of HR DHL IT Services Malaysia, India & Global Business Partner for Express
DHL Group

HR & Employee Experience

2:10 pm - 3:50 pm Importance of Reskilling, Upskilling and Cross-skilling the Workforce
Then Sik Kwang - Head of HR DHL IT Services Malaysia, India & Global Business Partner for Express, DHL Group
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Then Sik Kwang

Head of HR DHL IT Services Malaysia, India & Global Business Partner for Express
DHL Group

HR & Employee Experience

2:10 pm - 3:50 pm Strategies for Improving the Employee Experience
Then Sik Kwang - Head of HR DHL IT Services Malaysia, India & Global Business Partner for Express, DHL Group
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Then Sik Kwang

Head of HR DHL IT Services Malaysia, India & Global Business Partner for Express
DHL Group

Strategy

2:10 pm - 3:50 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
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Justyna Kierska

Global Services and G&A Strategy, Senior Director
Barry Callebaut Group

Strategy

2:10 pm - 3:50 pm Maximising Data Insights for Operational Excellence
Justyna Kierska - Global Services and G&A Strategy, Senior Director, Barry Callebaut Group
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Justyna Kierska

Global Services and G&A Strategy, Senior Director
Barry Callebaut Group

Strategy

2:10 pm - 3:50 pm Effectively Defining and Measuring Productivity
Justyna Kierska - Global Services and G&A Strategy, Senior Director, Barry Callebaut Group
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Justyna Kierska

Global Services and G&A Strategy, Senior Director
Barry Callebaut Group


Industry Benchmarking & Best Practices

3:50 pm - 4:20 pm Afternoon Tea & Networking Break


4:20 pm - 4:50 pm SSON Impact Awards Asia 2024 Insights – Best Customer Centricity Winner Spotlight

Naina M Shukri Bin Omar - Head, Global HR Services Group HRM, Petronas

Hear from SSON Impact Awards’ winner of the Best Customer Centricity from the years 2023-2024! Petronas shares with us on why they won, lessons learnt and how they are moulding their teams to be future ready.  

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Naina M Shukri Bin Omar

Head, Global HR Services Group HRM
Petronas

4:50 pm - 5:20 pm The Results Are In! SSON Research & Analytics Benchmarking Results from the Top 20 Most Admired SSO/GBS in the World