Day One Wednesday, 22 July 2020
1230 - 1315 SGT
The Psychology of Remote Work: Keeping Employees engaged, empowered and efficient
Employees expect the same kind of service at work as they do with the brands they love: personalised, efficient and convenient. While most companies understand the business case for meeting customer expectations, creating a rich employee experience is just as important for a company’s long term success especially in these unique times. Afterall, happy employees equal happy customers - it’s that simple.
Join our expert Amy Foo, VP of Finance and Shared Services, to discuss best practices for delivering an employee experience that ultimately drive success in a distributed world, including how to:
- Empower your teams with technology to enable cross-functional collaboration
- Optimize operations through data analytics to enhance productivity
- Foster and sustain a thriving team culture
Presenter: Amy Foo, VP of Finance and Shared Services, Zendesk
Matt Daley, Director, Finance Optimisation, Zendesk
Sunny Achantani, Deputy GM - Global HR Shared Services, Tata Communications
0900 – 0945 US ET / 3:00 PM - 3:45 PM CET
Developing an Empowered and Productive Remote Workforce Through The Digital Workplace
SSON took a pulse check of Shared Services organizations in the early stages of the COVID crisis with 93% of the respondents indicating they had lost less than 25% of their service capacity. Less than two weeks later, the result was dramatically different. It became increasing evident that the effectiveness of remote working decreased as operational implications became more widespread and productivity barriers began to emerge. Working on laptops rather than dual screen monitors was a simple example of technology changes that began to impact business performance. In the short term, shared services team chose to prioritize the delivery of mission-critical work, elected to defer internal projects focused on process improvement and ceased transitioning new scope to centers to combat productivity loss. What lessons can be applied to build an empowered remote workforce for the future?
Amplify your remote workforce strategy for the long term by:
- Aligning technology toolkits with the workspace and connectivity constraints in remote working environment
- Implementing increased visibility into productivity and enable real time resource change capabilities
Presenter: Ramesh Ramakrishnan, VP Shared Services BPO Operations, HSBC
1000 - 1045 US ET / 4:00 PM - 4:45 PM CET
Future of Work and Shared Services: Highlights from SSON Analytics
According to SSON Analytics, leveraging future of work concepts in a Shared Services environment ranks top priority amongst global SSOs. The ability to navigate the future of work, workforce, workplace and workways, will enable enterprises and service providers to achieve rapid transformation. During this session, attendees will gain insights on how the pandemic is accelerating the adoption of future of work concepts; automation, skills, processes, shoring strategy and business model optimization.
Presenter: Barbara Hodge, Global Editor & Principal Analyst, SSON