13 - 16 August, 2019 | Manila, Philippines

Conference Day 1

8:00 am - 8:50 am Day 1 –14 August 2019, Tuesday, Registration & Morning Refreshment

8:50 am - 9:00 am Chairperson’s Opening Remarks

RETAINING PHILIPPINES’S COMPETITIVE ADVANTAGE IN AN INCREASINGLY AUTOMATED ENVIRONMENT

9:00 am - 9:15 am Opening Address: The current State-of-Play for the SS&O (Shared Services & BPO) model in Philippines RETAINING PHILIPPINES’S COMPETITIVE ADVANTAGE IN AN INCREASINGLY AUTOMATED ENVIRONMENT

Recent tax reforms and external pressures from competitive regions have increased the pressure for Shared Services Centers in the Philippines to remain competitive and elevate the quality of service delivered. Furthermore, SSCs in the Philippines are beginning to grapple with a highly digital workforce, brought about by an increasingly automated environment. Thus, how can SSCs continue to improve despite the challenges they face to attract and retain talent in an era of disruption? Join our keynote address to understand the state of the Philippines’s Shared Services industry and how SSCs can retain their competitive advantage within Philippines and vis-à-vis the region.
SSCs are expected to grow at an average annual expansion rate of 20% in the Philippines. IBPAP stated that the IT-BPO and Global In-house Center (GIC) industry in the Philippines is the most important generator of jobs. Its contribution to gross domestic product (GDP) by 2020 is expected to be approximately 11%, making it the biggest contributor to the Philippines gross domestic product.

This session combines perspectives from SSC leaders, government officials and economist point-of-view to map out the future road for the unique Philippines Shared Services and BPO Sector.

  • Highlight government incentives for supporting the SSO&BPO sector future growth initiatives
  • Review current tax reform and its impacts on the BPO sector
  • Discuss the future outlook on potential threats and opportunities in the shared services and BPO sector
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Samir Kumar

Managing Director
JPMorgan Chase & Co.

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Steve Harris

Managing Director,
ANZ Global Services and Operations (Manila), Inc.

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Atty. Jun Manuel Lope Del Rosario Manuel, Jr.

Chief Compliance Officer and Vice President for Legal, Government and Corporate Affairs
Pepsi Cola Products Philippines, Inc.

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Hiyasmin Mattison

Chief Human Resources Officer
Sunlife of Canada (Philippines) Inc

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Ruben Carlo O. Asuncion

Chief Economist, Corporate Planning Group - Economic Research Unit
UnionBank of Philippines

9:55 am - 10:25 am How Philippines Can Retain Its Long Term Position in Offshoring amid the Rise of Alternative Marketplaces?

Ruben Carlo O. Asuncion - Chief Economist, Corporate Planning Group - Economic Research Unit, UnionBank of Philippines
Despite its economic instability, the Philippines opened its market for business process outsourcing and is now regarded as one of the two global leaders in this industry, alongside India. Philippines have great potential in global leadership when it comes to BPO. In 2004, the country was cited by the Philippines’ Center for International Trade Expositions and Missions as among the ten global leaders in offshore operations.

  • Highlight the Big Picture of Philippines Economy
  • Deep set culture affinity with the United States
  • Review the keys to success in the Philippines (E.g. Concentrated business community)
  • Discuss the future Philippine outlook
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Ruben Carlo O. Asuncion

Chief Economist, Corporate Planning Group - Economic Research Unit
UnionBank of Philippines

10:25 am - 10:45 am Speed Networking

10:45 am - 11:15 am Morning Tea and Networking Break

11:15 am - 12:35 pm Interactive Discussion Groups - 2 Rotations @ 40 Minutes Each

During this part of the conference, delegates will get the opportunity to participate in 2 topics of their choice. Discussion groups are deliberately kept small to ensure that all delegates get the opportunity to ask their most pressing questions, thereby guaranteeing a perfectly tailored experience.

Interactive Discussion Groups

HR Transformation

11:15 am - 11:55 am Your People are Your Greatest Asset! Transitioning from labor arbitrage to a WINNING talent management programme
An outright to the lack of definition on retained/governance team causes implementation issues to keep the best people in the business process experience.
Understand how to retain the best talent and exercising the best practices in knowledge transfer to keep business as usual.

HR Transformation

11:20 am - 1:20 pm Unveil the Myth: Silo-Function VS Multi-Function
SSOs with limited scope, sometimes do not evolve past “process skills” and may not demonstrate many of the critical attributes found in a successful multi-functional SSC operating model. It raises an exciting debate as to whether such an operation is an actual ‘shared services business model’ or merely a centralised organisation.


HR Transformation

11:15 am - 11:55 am “Future of Work”: Is this threat or opportunity? Enabling future workforce – Creating and sustaining remote work programs
Hiyasmin Mattison - Chief Human Resources Officer, Sunlife of Canada (Philippines) Inc
Organisations have come to realise that the concept of “the future of work” is here – as part of the volatile, uncertain, complex and ambiguous (VUCA) environment coupled with increasingly disruptive technology and a demographically diverse workforce. The journey must begin now by anticipating how the future will disrupt their core businesses and find out how we can take the necessary steps to stay on or ahead of the curve.
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Hiyasmin Mattison

Chief Human Resources Officer
Sunlife of Canada (Philippines) Inc

Finance Transformation

11:15 am - 11:55 am Connecting Lean Six Sigma and Operational Excellence Strategies to Your Top-Level Objectives
John Ysmael O. Reyes - Business Excellence & RPA Lead, Total
Your communication to the top channel on your strategies for lean shared-services is to set improvement targets and velocity metrics to accelerate cross-departmental process improvements where we eliminate waste and create value for the end customer, ultimately, designed to increase profits through improved customer satisfaction.
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John Ysmael O. Reyes

Business Excellence & RPA Lead
Total

Finance Transformation

11:15 am - 11:55 am Quick Wins: Exposing the Hidden Cost Drivers and Under-Performance associated with your SSO
On paper, shared services always appear to be the cheaper option. The methodology applies when the labour market faces a shortage of supply and employment was high which makes absolute sense for outsourcing. Discuss the hidden costs of outsourcing: Customer Service, reduce lead time and errors with timely payment to suppliers, accurate translation of customer requests into purchase orders and provide timely and accurate financial statement reports.

Finance Transformation

11:20 am - 1:20 pm Now we know: How major corporations are spending tax cuts!
Maite (Cunanan) Palmer - Director, Finance Shared Services, Vestas
The new tax act is likely to drum up a great deal of business for accountants. The best way for accountants to take advantage of this potential boon is to demonstrate an intimate awareness of all the different ways the Tax Cuts & Job Act affects most of small businesses. In that spirit, consider this a crash course in tax reform for small businesses.


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Maite (Cunanan) Palmer

Director, Finance Shared Services
Vestas

Information Technology

11:15 am - 11:55 am Tips to Consolidate Disparate Operating Enterprise Wide Integration
Carlo Subido - President, Infocomm Technology Association of the Philippines
Data integration initiatives create untold burdens on IT teams. The difficulty was dealing with the capricious and ever-changing deadlines – set by business, government regulators, and employees in the transition phase. Details were buried deep in the data and systems resulting complexities to a user request to “harmonise data together”.
 
Is my organisation ready to handle it? 
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Carlo Subido

President
Infocomm Technology Association of the Philippines

Information Technology

11:15 am - 11:55 am Bumpy Roads in Digital Transformation
Christian Lim - Chief Operating Officer, Microsoft Philippines
Modernise technology with cloud and grid computing to align with business functionality through collaborative accounting

The shift of digital transformation from pilots to programs phase led to a full-on wave of IT modernisation to support transforming to digital operating models. Join us as we examine if this wave will survive times like recession. 
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Christian Lim

Chief Operating Officer
Microsoft Philippines

Information Technology

11:15 am - 11:55 am Beat cyber adversaries & data privacy with threat intelligence
There are ways to go on the offensive. However, with new technologies, techniques and data allow companies to do more than set up defences and wait. Instead, companies can use hackers’ methods to discover and fix weaknesses preemptively. Initiatives are an essential element to fight against cybercrime, but they can only succeed with broad commitment and participation across industries. Do you agree?

Accounting

11:15 am - 11:55 am The Cost of Communication Breakdown in Value Chain – Leaders, Employees & Vendors
The significant number of new people combined with a high speed of implementation impairs a requisite absorption period; leading to uninformed views on both sides of “what has been communicated” is a vexing issue. Find out how we can address this issue in just 40 minutes.

Accounting

11:15 am - 11:55 am Building a Smarter Workplace: Streamlining workflows across time zone
Alexander Erfe Gasmena - Shared Services Director for Asia Pacific & Americas, Pearson
Companies around the globe are shifting to global value chains, extending work across time zones. This geographic dispersion allows companies to source materials and manufacture products more cost-effectively. However, reliance on a global supply chain also introduces new challenges - making it more difficult to connect with the right people, resolve concerns, and respond quickly to changes and unexpected events. Engage and learn how to build a meaningful workplace across the globe.
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Alexander Erfe Gasmena

Shared Services Director for Asia Pacific & Americas
Pearson

Manpower

11:55 am - 12:35 pm Demystifying Data mining: Identifying the bottlenecks and retrieve accurate information on business performance
The high volume of transactions causes time wastage in consolidating information from disparate sources when your enterprise has multiple ways of performance a task (e.g. each division has its own payroll system) Find out the best way to make ends meet.

Manpower

11:15 am - 11:55 am Finding the right balance – Customer Expectations and Quality of Services
Customers were given the power has become essential that companies provide the highest level of customer service which in turn translates more significant spending.

Customers were given the power has become essential that companies provide the highest level of customer service. Great service enhances customer experiences, which in turn translates to loyalty, more significant spends, repeat business and brand advocacy from the customers.
Discuss how does your company manage all the aspects of customer service while ensuring minimum costs and disruption to the everyday processes of the business? 

Manpower

11:15 am - 11:55 am Diversity & Inclusion: Managing Bias in the Talent Lifecycle
Anita Bhat-Zutshi - Vice President, Global Business & Finance Services, Unilever
Once you hire for diversity, how do you embrace the new talent into an organisation? How do you make these employees feel welcome and integrated with the team? We present the developmental model for D&I: Compliance Efforts, Inclusion Efforts & Employer of Choice Efforts. Find out where your boss stands.
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Anita Bhat-Zutshi

Vice President, Global Business & Finance Services
Unilever

Procurement & Supply Chain

11:15 am - 11:55 am Procurement agility in the age of digitalization SSC 2.0 to 4.0
Mark Verayo - Automation, Innovation, and Design Experience Head, AXA Philippines
How does a procurement team develop a practical roadmap and what are the digital path moving forward?

Some call it “digitalisation,” some call it “smart manufacturing,” and others call it “the next industrial revolution” or “Industry 4.0.” Whatever term you use, a combination of new technologies — from big data analytics to 3D printing — is revolutionising companies’ operational and administrative processes and creating innovative digital products and services. Discuss how does a procurement team develop a practical roadmap and what are the digital path moving forward?
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Mark Verayo

Automation, Innovation, and Design Experience Head
AXA Philippines

Operations Management

11:15 am - 11:55 am The Promise of Shared Services: Potential Savings, Human Capital, Financial Management, but what gone wrong?
For decades, the promise of consolidating common support functions—such as human capital, financial management, an acquisition, and other mission support services has attracted considerable interest. Find out as we share the organization strategy, best management practices, and service delivery using the appropriate accessibility and governance rules to recognise cost-savings benefits.

Contact Centre

11:15 am - 11:55 am Sharing the secrets of using predictive analytics to provide insights on customers to improve responsiveness
The combination of data presents a more comprehensive view of customer behaviours that can help an enterprise in promoting conversions and providing prognostic direction on future customer behaviours but what determines the success of predictive analytics?

We provide insights on how predictive analytics can hone your marketing efforts.

Contact Centre

11:15 am - 11:55 am Contact centre analytics: The challenges, evolutions and benefits
Junar D. Amador - Managing Director, Global Business Services – Manila, Ingram Micro Inc.
The new era of the empowered consumer with the growing number of communication channels and the challenges of the new millennial employee and the contact centre, bring a unique position, seated at the crossroads of customers, channel and employees, and has been leading the customer service evolution for decades. We uncover the underlying cultural and technological trends that are shaping our industry, introduce ideal solutions that can help organisations leverage these trends to provide outstanding customer service.
 
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Junar D. Amador

Managing Director
Global Business Services – Manila, Ingram Micro Inc.

Centre of Excellence

11:15 am - 11:55 am Learn how Knowledge Management Will Change with the Advent of Machine Learning and Cognitive Search
Roscoe Pineda - Chief Operating Officer, ANZ Global Services and Operations (Manila), Inc.
With all the hype around artificial intelligence (AI) and cognitive computing, it’s hard to distil the real advances and understand how to apply those new technologies to improve knowledge management. Learn how to use a continuous improvement approach to make this technology work for you. 
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Roscoe Pineda

Chief Operating Officer
ANZ Global Services and Operations (Manila), Inc.

Centre of Excellence

11:15 am - 11:55 am When Disaster Strikes, Act: Why disaster recovery will never look the same again?
Ric Simbol - Head of Global Technology, Whitecase
How do CoE’s plan for disaster?
Your basic understanding of the elements of Business Continuity Planning and the tools to aid your organisation to develop a comprehensive Business Continuity Planning Program. Join us as we address risk management, crisis management, business recovery and business resumption before disaster strikes.
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Ric Simbol

Head of Global Technology
Whitecase

When it comes to ensuring global compliance, accurately managing payroll across countries is essential. Of the many activities that organisations engage in, the payroll process is one of the few corporate events with a straightforward goal — pay employees accurately and on time. Differences in labour and tax laws among countries, states and cities make global payroll complex and challenging. Join to stay up-to-date on the latest regulations on workforce trends and insights.
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Atty. Jun Manuel Lope Del Rosario Manuel, Jr.

Chief Compliance Officer and Vice President for Legal, Government and Corporate Affairs
Pepsi Cola Products Philippines, Inc.

Payroll

11:15 am - 11:55 am Top 5 Tactics of Fraud Detection that Create Effective Continuous Monitoring
The automated mechanisms for reviewing transactions often lead to denied parties, government controls and watch lists. Find out how vendor setup and verification procedures and unlocking the value of integrating fraud detection and risk analysis in your shared services strategy.

12:35 pm - 1:35 pm Lunch and Networking Break

FUNCTIONAL FAST-TRACKS EVOLUTION OF SHARED SERVICES

1.0 to 2.0: All Activities Fully Decentralized/ Fragmented & Coordinated In-House Practice (Aim: Cost Reduction, Re-engineering and Productivity Enhancement)

1:35 pm - 1:35 pm Stream A Chairperson Address
Sean Mather - Chairman, Auscontact – Australia, Managing Director, Call Design PTY LTD, CallDesign
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Sean Mather

Chairman, Auscontact – Australia, Managing Director, Call Design PTY LTD
CallDesign

1.0 to 2.0: All Activities Fully Decentralized/ Fragmented & Coordinated In-House Practice (Aim: Cost Reduction, Re-engineering and Productivity Enhancement)

2:30 pm - 3:10 pm Shared Services Center Optimization: From Cost Reduction to Strategic Partnership
Early shared services centres were set up with a clear objective: efficiency and centralisation in pursuit of cost reduction.

The next step, however, is more complicated. Businesses around the globe are finding it challenging to take their SSCs to the next level. Across the board, few shared services centres have delivered the full value envisioned by CFOs and finance directors: that of a strategic enabler sustaining high levels of continuous improvement.
 
·         The motivation behind the decision to implement SSC
·         Project Methodology
·         Return of Experience on the project for the first 6 months of operations

1.0 to 2.0: All Activities Fully Decentralized/ Fragmented & Coordinated In-House Practice (Aim: Cost Reduction, Re-engineering and Productivity Enhancement)

2:15 pm - 2:55 pm CASE STUDY: Discover the New Way to build Shared Services Model
Anthony Nool - Head of Controlling, SSC Manila, Henkel Asia Pacific Service Centre
BPO services tend to offer cheaper rates than an internal centre because they have many customers. None of the capital stays within your enterprise as it would with an internal centre. The distinct difference between an internal and an external SSC is that with an insourced model, your organisation can standardise its processes in a way that suits it best; whereas an outsourced model comes with the disadvantage of having to conform to the BPO’s operations.
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Anthony Nool

Head of Controlling, SSC Manila
Henkel Asia Pacific Service Centre

3.0 to 4.0 Traditional Single Tower SSC Multi-Function Transformation

1:35 pm - 2:15 pm Stream B Chairperson Address

3.0 to 4.0 Traditional Single Tower SSC Multi-Function Transformation

1:35 pm - 2:15 pm The Shared Services Imperative: Evolve from Cost-Killer to Value-Driver
Junar D. Amador - Managing Director, Global Business Services – Manila, Ingram Micro Inc.
SSCs are at a critical tipping point. If these organisations continue with their traditional practices, they may be a victim of their stunning success at reducing costs. Their near-maniacal focus on cost reduction could result in the hard-coding of an operating model that fails to respond quickly enough to the seismic changes occurring today in business and technology.
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Junar D. Amador

Managing Director
Global Business Services – Manila, Ingram Micro Inc.

3.0 to 4.0 Traditional Single Tower SSC Multi-Function Transformation

2:15 pm - 2:45 pm CASE STUDY: Key Success Factors of the multifunctional Shared Services implementation – The Solutions to Unified communications in Shared Services
AMEX adopted multiple SSCs functioning in coordination on a 24-hour timeline to keep the business operating without interruption. Each centre is equidistant from the other, in terms of time zone. This way, as the business hours of one region, ends, the responsibilities are rolled over westward to the next region’s SSC. AMEX model prevents a global organisation relying on single local office but allows the company to offer around-the-clock customer support.
 

5.0: Global Evolutions Forum (Aim: Integrated Shared Services Delivery)

1:35 pm - 1:35 pm Stream C: Chairperson Address

5.0: Global Evolutions Forum (Aim: Integrated Shared Services Delivery)

1:35 pm - 2:15 pm Going Beyond Shared Services to the Next Wave of Digital Transformation
Anita Bhat-Zutshi - Vice President, Global Business & Finance Services, Unilever
As organisations worldwide grapple with the challenges of growth, globalisation, maximising efficiency, and obtaining strategic goals, many have embraced shared services for support in the areas of accounting, human resources (HR), and IT.
 
Listen to the significant emerging and proven best practices in outsourcing governance, measurement and business process improvement. The various approaches to outsourcing recruitment functions bundling within an enterprise.
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Anita Bhat-Zutshi

Vice President, Global Business & Finance Services
Unilever

5.0: Global Evolutions Forum (Aim: Integrated Shared Services Delivery)

2:15 pm - 2:55 pm CASE STUDY: Modernizing a Mature Shared Services Operation
Paul Bartley - Chief Operating Officer, Odfjell Driling
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Paul Bartley

Chief Operating Officer
Odfjell Driling

FIRE-SIDE CHAT: THREE-TIER ORGANIZATION MODEL TO GLOBAL BUSINESS SERVICES

CORPORATE FUNCTIONS Functional Leadership

2:55 pm - 3:35 pm BUSINESS UNITS Functional Business Partner Teams
Management fad or real value?
Providing Business insight and advice to the business, supporting decision making and driving performance
 
§  Dismantling Top-Heavy Headquarters
§  Framing Mindset: Run it like a business!
§  On time, at cost, at quality, ahead of competition.

BUSINESS UNITS Functional Business Partner Teams

2:55 pm - 3:35 pm Leadership Vision and Commitment: Competencies for a Changing Global Environment
Competencies for a Changing Global Environment. The Chiefly responsible for successful transformational ones strategic to business.
 
§  Change leadership at the helm of the affairs
§  A symphony approach to multi-pronged engagement
§  Targeted communication strategy

Global Business Services

2:55 pm - 3:35 pm The RPA & AI Driven Workforce
Operating a simplified, common set of enablers. Using automation to optimize internal productivity.
 
 
§  The 101 ways to Integration
§  Rouge Robots: How to fix them
§  Scaling RPA across Global Business Services

3:35 pm - 4:10 pm Afternoon Tea and Coffee Break

TALENT AND TRANSFORMATION

4:10 pm - 4:50 pm Transform or Face Extinction: Global Business Services Navigate Disruption through the Engine of Transformation

Debbie Oshman - Global Information Technology Director, Chevron
Digital disruption threatens traditional business models with extinction. However, GBS can become more specialize, skilled and technologysavvy, and move up the value curve to help the wider organisation transform. Coupled with automation and talent, GBS delivers greater agility, higher speed and digitally competence.
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Debbie Oshman

Global Information Technology Director
Chevron

4:50 pm - 5:30 pm Up-skilling Workforce for New Skills Demand – Building the Talent Pool for the Digital Workforce

Roscoe Pineda - Chief Operating Officer, ANZ Global Services and Operations (Manila), Inc.
Hiring outlook in the Philippines remains positive across industries. Industries are looking to grow the talent pool to seize diversification and growth opportunities in the phase of Shared Services transition and embrace new technologies integration match with the relevant skills for today’s economy. Employees, on the other hand, cite a lack of career path and opportunity to grow. Low pay competitiveness and unpleasant relationships with supervisors are their top reasons for leaving the organisation. Can we increase human capital for the industry through (P2P) public, private partnership and up-skill employees through industry certifications to improve current workforce?
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Roscoe Pineda

Chief Operating Officer
ANZ Global Services and Operations (Manila), Inc.