Main Conference Day - 17 November 2020

Free to Attend

10:00 am - 10:05 am Welcome & Housekeeping Address by SSON

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

10:10 am - 10:40 am Case Study: How to Use Metrics to Build & Achieve Operational Excellence in Your SSO

Puneet Gupta - Director, Global Business Services , Asia Pacific, Kimberly Clark

§ Promoting a consistent vision and high-performance culture centered on the right behaviors

§ Establishing a governance body to transform shared-service performance

§ Managing data more effectively and use analytics to support better business decisions

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Puneet Gupta

Director, Global Business Services , Asia Pacific
Kimberly Clark

10:40 am - 11:20 am Industry Thought Leadership

11:20 am - 11:50 am Redefining New Ways of Working with Expanded Job Scope through Standardised Business Processes

Sudhir Kumar - Head of HR Operations - East Asia, Nokia

§ 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

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Sudhir Kumar

Head of HR Operations - East Asia
Nokia

11:50 am - 12:30 pm Industry Thought Leadership

12:30 pm - 1:00 pm How the 2020 Most Admired SSOs Use Metrics & Benchmarking to Drive Serious Growth

Delia Dragon - COO GBS KL and Associate Director – Order to Cash, Eli Lilly Asia Pacific SSC Sdn Bhd, Global Business Solutions – Kuala Lumpur

SSOs have always been focused on monitoring KPIs and keeping close tabs on how benchmarking can drive best-in-class performance. However, practical application of all those numbers is different, and it can be a challenge to know if you are even evaluating the right numbers.

 

Ahead of SSOW Malaysia 2020, we asked about your top 3 challenge areas in terms of metrics/KPIs and what metrics you would most like to benchmark yourselves against. During this session, top practitioners from SSON’s 2020 “Most Admired SSOs” uncover these challenges and discuss the real business benefits from crunching the aggregated data of their peer set and beyond.

 

Participants will benefit from:

 

§ Hearing about top challenge areas in terms of metrics/KPIs and learning how to overcome them

§ Discovering top 3 ways to maximise shared services organisations metrics

§ Finding out how to normalise the data collection as you mature

§ Utilising roadmap forecasting to establish a baseline for simulating future data for comparison 

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Delia Dragon

COO GBS KL and Associate Director – Order to Cash
Eli Lilly Asia Pacific SSC Sdn Bhd, Global Business Solutions – Kuala Lumpur

1:00 pm - 1:00 pm End of Virtual Conference