10 - 13 August, 2020 | Manila, Philippines

Conference Day 1

8:00 am - 8:50 am Registration & Morning Refreshment

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Allan Ko

Vice President of HR Service Delivery and People Experience
Johnson & Johnson Asia Pacific

GOVERNMENT 2019: TAXATION REFORM, FUNDING AND INITIATIVES

9:00 am - 9:15 am Opening Address: Paola Alvarez Assistant Secretary of Department of Finance, Republic of the Philippines RETAINING PHILIPPINES’S COMPETITIVE ADVANTAGE IN AN INCREASINGLY AUTOMATED ENVIRONMENT

Paola Alvarez - Assistant Secretary, Department of Finance, Republic of the Philippines
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.
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Paola Alvarez

Assistant Secretary
Department of Finance, Republic of the Philippines

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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Paola Alvarez

Assistant Secretary
Department of Finance, Republic of the Philippines

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Ruben Carlo O. Asuncion

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

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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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Dr. Omer Softic

Senior Director, Asia Pacific Service Delivery Lead, Finance
Johnson & Johnson

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Carlo Subido

President
Infocomm Technology Association of the Philippines

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Johan Fourie

Managing Director
Bayer Business Services, 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 - 10:50 am Automate your Shared Services Processes Intelligently

Mark Sterling - Vice President, Project Management Officer, TaskUS

Mark Sterling

Vice President, Project Management Officer
TaskUS

10:50 am - 11:10 am Speed Networking

11:10 am - 11:40 am Morning Tea and Networking Break

How The Most Admired SSOs Use Metrics & Benchmarking to Drive Serious Growth 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. During this session, two practitioners from SSON’s “Most Admired SSOs” will highlight the top metrics used in their organization and discuss the real business benefits from crunching the aggregated data of their peer set and beyond.
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Syazana Lim

Lead Research Analyst
SSON Analytics

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Dr. Sumit Mitra

CEO
Tesco Global Business Services

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Lorie Barredo

Executive Director
Baker & McKenzie Global Services Manila

11:55 am - 12:00 pm Onsite Polling

Interactive Discussion Groups

Roundtable

12:00 pm - 1:20 pm 1 - Your People are Your Greatest Asset! Transitioning from labor arbitrage to a WINNING talent management programme
Jonathan Tam - Head of People Services, HR Delivery, Group Shared Services Centre, QBE
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.
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Jonathan Tam

Head of People Services, HR Delivery, Group Shared Services Centre
QBE

Roundtable

12:00 pm - 1:20 pm 2 - Connecting Lean Six Sigma and Operational Excellence Strategies to Your Top-Level Objectives
DJ Moises - CEB SSC General Manager, Kuehne+Nagel
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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DJ Moises

CEB SSC General Manager
Kuehne+Nagel

Roundtable

12:00 pm - 1:20 pm 3 - Using the Balance of Robots and People for Collaborative ROI
Darren Hauschild - Managing Director Asia Pacific, ActiveOps

Darren Hauschild

Managing Director Asia Pacific
ActiveOps

Roundtable

12:00 pm - 1:20 pm 4 - Unveil the Myth: Silo-Function VS Multi-Function
Flores Mark Anthony - Global Business Services, Philippines, AECOM
Jayan Dy - Chief Information Officer, P&G
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.


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Flores Mark Anthony

Global Business Services, Philippines
AECOM

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Jayan Dy

Chief Information Officer
P&G

Roundtable

12:00 pm - 1:20 pm 5 - Quick Wins: Exposing the Hidden Cost Drivers and Under-Performance associated with your SSO
Ailene Garcia-Sotelo - Global Director - Record to Report, Shared Services, World Vision
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.
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Ailene Garcia-Sotelo

Global Director - Record to Report, Shared Services
World Vision

Roundtable

12:00 pm - 1:20 pm 6 - Agile Organizational Transformation Story in Shared Services by ING
Christian Paolo Pestelos - Agile Coaching Expertise Lead, Agile Centre of Excellence, ING Business Shared Services Manila

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Christian Paolo Pestelos

Agile Coaching Expertise Lead, Agile Centre of Excellence
ING Business Shared Services Manila

Roundtable

12:00 pm - 1:20 pm 7 - “Future of Work”: Is this threat or opportunity? Enabling future workforce – Creating and sustaining remote work programs
Vera Lorenzo - Head of HR, Lufthansa Services, Philippines
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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Vera Lorenzo

Head of HR
Lufthansa Services, Philippines

Roundtable

12:00 pm - 1:20 pm 8 & 9 - The Best Way on Internal Controls and Compliance, System and Information Security and Master Data Governance - Data Privacy with Threat Intelligence
Jmabelard Rivera Gustilo - Director, Global Corporate Internal Controls - Comptrollership & Compliance - Worldwide, Jollibee Group of Companies
Robert S. Paguia - LLB, MPM, Board Member, St. Luke’s School of San Rafael, Inc.



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Jmabelard Rivera Gustilo

Director, Global Corporate Internal Controls - Comptrollership & Compliance - Worldwide
Jollibee Group of Companies

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Robert S. Paguia

LLB, MPM, Board Member
St. Luke’s School of San Rafael, Inc.

Roundtable

12:00 pm - 1:20 pm 10 - Building a Smarter Workplace: Streamlining workflows across time zone
Irene De Vega - Head of Finance Service Center Philippines, Continental
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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Irene De Vega

Head of Finance Service Center Philippines
Continental

Roundtable

12:00 pm - 1:20 pm 11 - Process Mining & Intelligence: Identifying the bottlenecks and retrieve accurate information on business performance
Cel Acosta - Business Management, Manila Service Centre, ANZ
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.
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Cel Acosta

Business Management, Manila Service Centre
ANZ

Roundtable

12:00 pm - 1:20 pm 12 - How Digital in Shared Services Can Accelerate the Leap to Value-Added Differentiation?
Kurt Bergmans - Head of Global IT Service Operations, British Petroleum

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Kurt Bergmans

Head of Global IT Service Operations
British Petroleum

Roundtable

12:00 pm - 1:20 pm 13 - Sharing the secrets of using predictive analytics to provide insights on customers to improve responsiveness
Ameya Karvir - Senior Director, Expedia
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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Ameya Karvir

Senior Director
Expedia

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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Sharmini Krishnan

Managing Director
Lufthansa Services Philippines

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Peter Paul Galvez

Director, Plans and Program
Department of National Defense

Roundtable

12:00 pm - 1:20 pm 15 - The Promise of Shared Services: Potential Savings, Human Capital, Financial Management, but what gone wrong?
Anuj Aggarwal - Vice President, Canon Marketing Philippines
Alexander Erfe Gasmena - Shared Services Director, Maples Group
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.
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Anuj Aggarwal

Vice President
Canon Marketing Philippines

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Alexander Erfe Gasmena

Shared Services Director
Maples Group

Roundtable

12:00 pm - 1:20 pm 16 - The Award Winning Customer-Centric SSC - Insights from Western Union
Rudyard Von de Leon - Director, Site Operations Leader, Western Union
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.
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Rudyard Von de Leon

Director, Site Operations Leader
Western Union


1:20 pm - 1:50 pm Lunch and Networking Break

FUNCTIONAL FAST-TRACKS EVOLUTION OF SHARED SERVICES

STREAM A: Process Re-engineer

2:10 pm - 2:20 pm Chairperson Address
Dr. Omer Softic - Senior Director, Asia Pacific Service Delivery Lead, Finance, Johnson & Johnson
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Dr. Omer Softic

Senior Director, Asia Pacific Service Delivery Lead, Finance
Johnson & Johnson

STREAM A: Process Re-engineer

2:20 pm - 3:00 pm Shared Services Center Optimization: From Cost Reduction to Strategic Partnership
Dr. Omer Softic - Senior Director, Asia Pacific Service Delivery Lead, Finance, Johnson & Johnson
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
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Dr. Omer Softic

Senior Director, Asia Pacific Service Delivery Lead, Finance
Johnson & Johnson

STREAM A: Process Re-engineer

3:00 pm - 3:40 pm CASE STUDY: Discover the New Way to Build Shared Services Model to the Next Wave of Digital Transformation
Ric Simbol - Head of Global Technology, White & Case Manila LLP
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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Ric Simbol

Head of Global Technology
White & Case Manila LLP

STREAM B: Digital Workforce Management

2:10 pm - 2:20 pm Chairperson Address
Sean Mather - Chairman, Auscontact – Australia, Executive Director, Call Design PTY LTD, CallDesign
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Sean Mather

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

STREAM B: Digital Workforce Management

2:20 pm - 3:00 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.

STREAM B: Digital Workforce Management

3:00 pm - 3:40 pm CASE STUDY: Key Success Factors of the multifunctional Shared Services implementation – The Solutions to Unified communications in Shared Services
Danreb Oira - Head of Human Resources, Amazon Operations Services Philippines, Inc
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.
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Danreb Oira

Head of Human Resources
Amazon Operations Services Philippines, Inc

 

STREAM C: GBS & Automation

2:10 pm - 2:20 pm Chairperson Address
Gavin Ifield - Head of Business Services, Holcim
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Gavin Ifield

Head of Business Services
Holcim

STREAM C: GBS & Automation

2:20 pm - 3:00 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

STREAM C: GBS & Automation

3:00 pm - 3:40 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

PANEL: THREE-TIER ORGANIZATION MODEL TO GLOBAL BUSINESS SERVICES

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.
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Irene De Vega

Head of Finance Service Center Philippines
Continental

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Penny S Bongato

Member Board of Trustees
People Management Association of the Philippines

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Dr. Omer Softic

Senior Director, Asia Pacific Service Delivery Lead, Finance
Johnson & Johnson

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Pierre Monserrate

Director People & Culture, Member, Board of Director
Philip Morris International

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Raymond Yulo

Product Support Manager
Google

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Jakob Larsen

Senior Vice President
Vestas Shared Services Center

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Charlie Villasenor

Chairman of the Board
Procurement & Supply Institute of Asia (PASIA)

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
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Flip Ruby

Group Head and Director of HR & Corporate Functions
Zalora Philippines & Entrego

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Sean Mather

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

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Sharmini Krishnan

Managing Director
Lufthansa Services Philippines

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Kriti Gutt

HRBP
Hewlett Packard Enterprise (HPE)

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Ric Simbol

Head of Global Technology
White & Case Manila LLP

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Jonathan Tam

Head of People Services, HR Delivery, Group Shared Services Centre
QBE

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
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Alexander Erfe Gasmena

Shared Services Director
Maples Group

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Gavin Ifield

Head of Business Services
Holcim

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Katherine Kessel

RPA Specialist
Orica

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DJ Moises

CEB SSC General Manager
Kuehne+Nagel

4:20 pm - 4:50 pm Afternoon Tea and Coffee Break

TALENT AND TRANSFORMATION

4:50 pm - 5:20 pm Human & Digital: The Holistic Hybrid Model of Human and Virtual Delivery

Oliver “LIV” C. Requilman - Former: Vice President for Human Resources and HR Special Projects, St. Luke’s Medical Center
The hybrid model leads to believe that this is the future of customer service and financial institutions using back-end automation technology. However, there is skepticism regarding how it will comply with the new regulatory environment and how cost-effective these technologies can be.
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Oliver “LIV” C. Requilman

Former: Vice President for Human Resources and HR Special Projects
St. Luke’s Medical Center

5:20 pm - 5:50 pm Fire-Side Chat: 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.
Ameya Karvir - Senior Director, Expedia
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.

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Ameya Karvir

Senior Director
Expedia