13 - 16 August, 2019 | New World Makati Hotel, Makati City, Philippines

Conference Day 2

AUTOMATION SPOTLIGHT

8:20 am - 8:50 am Morning Refreshment and Registration

8:50 am - 9:00 am Opening Remarks By Chairperson

Flores Mark Anthony, Global Business Services, Philippines at AECOM

Flores Mark Anthony

Global Business Services, Philippines
AECOM

9:00 am - 9:30 am Opening Remarks By Mr. Antonio Joselito Lambino, Assistant Secretary of Department of Finance, Republic of the Philippines

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.
Antonio Joselito Lambino, Assistant Secretary at Department of Finance, Republic of the Philippines

Antonio Joselito Lambino

Assistant Secretary
Department of Finance, Republic of the Philippines

RPA can cost-effectively augment ERP for business needs with a 2-4-years horizon that cannot make justifications for ERP extension/customisation. However, many experienced leaders indicated that ideally, these new capabilities should incorporate into the core ERP.

Should you run the RPA program?

What is the risk versus opportunity
Steve Harris, Managing Director, at ANZ Global Services and Operations (Manila), Inc.

Steve Harris

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

Rowel Atienza, Associate Professor at University of the Philippines

Rowel Atienza

Associate Professor
University of the Philippines

Raymund C De La Torre, Digital Lead - S2P Global Services Manila (Procurement) at Chevron

Raymund C De La Torre

Digital Lead - S2P Global Services Manila (Procurement)
Chevron

Flores Mark Anthony, Global Business Services, Philippines at AECOM

Flores Mark Anthony

Global Business Services, Philippines
AECOM

10:20 am - 10:50 am Fire-Side Chat Topic: Reinventing Automation - Unleashing the power of the future workforce through intelligent automation

Guha R

Senior Director
Edgeverve System

Donald G. Limcaco

Senior Vice President, Digital Development Services
BDO Unibank

10:50 am - 11:00 am SSON Live Polling

11:00 am - 11:30 am Morning Tea and Coffee Break

11:30 am - 12:00 pm British Petroleum’s Journey: Building a Digital Transformation Strategy


Kurt Bergmans, Head of Global IT Service Operations at British Petroleum

Kurt Bergmans

Head of Global IT Service Operations
British Petroleum

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

Roundtable

12:00 pm - 1:20 pm 1 - Improving Customer Service through the Value Levers of Just-in-Time and As-a-Service
Timing and superior customer services are becoming the keys to attaining competitive advantage for a company. Time-based competition is an important issue that many companies are facing as customers are becoming more time sensitive and time-oriented in terms of better services, reliability and delivery. It is essential to satisfy customers’ objectives and needs to provide superior customer service, thus, establish a good relationship with them.
Ameya Karvir, Senior Director at Expedia

Ameya Karvir

Senior Director
Expedia

Roundtable

12:00 pm - 1:20 pm 2 - Create a Culture where great customer service is paramount
Corporate culture differs from the norms in terms of speed, style, decision making and organisational structure. A reliable and consistent organisational culture, aligned with fair and progressive values act as a powerful lever for business success. Understand how to manage the relationship to relief tension and language barriers in the clear defined process. 
Edalyn Hadjula-Legarde, Global Head Total Rewards Operations at Philip Morris International

Edalyn Hadjula-Legarde

Global Head Total Rewards Operations
Philip Morris International

Roundtable

12:00 pm - 1:20 pm 3 - Designing (EX) Employee Experience - Framing Retention and Millennial Engagement Strategy in Change to Create an Exceptional SSC
In a digital world with increasing transparency and the growing influence of Millennials, employees expect a productive, engaging, enjoyable work experience. Rather than focus narrowly on employee engagement and culture, organisations are developing an integrated focus on the entire employee experience, bringing together HR, and management practices that impact people on the job. A new marketplace of pulse feedback tools, wellness and fitness apps, and integrated employee self-service tools is helping HR departments understand and improve this experience. Through new approaches such as design thinking and employee journey maps.

Find out how we use this tool to measure employee satisfaction.
Sharmini Krishnan, Managing Director at Lufthansa Services Philippines

Sharmini Krishnan

Managing Director
Lufthansa Services Philippines

Vera Lorenzo, Head of HR at Lufthansa Services, Philippines

Vera Lorenzo

Head of HR
Lufthansa Services, Philippines

Roundtable

12:00 pm - 1:20 pm 4 - PHILIPPINES GOT TALENT! Finding the right skills – Good, Solid, Rounded Commercial nous!
Changing Supply, Demand & Mismatches
 
The education system in the Philippines was generally able to supply the hard skills (technical skills such as machine operation, welding) and soft skills (e.g. functional literacy and numeracy) need to meet the skills needs of the economy to capture a growing share in the service sector production globally.
 
However, in recent years, the alignment between the supply of skills and demand has converged with an increasing impact on the occupational profile shift of employment preference, the technological advancement which driving demand for advanced skills and regional integration.
 
Skills mismatch will likely worsen to rely on the old model of skills supply its economic and technological “catch-up” in recent decades.
 
& the organisations know they need to move further and faster.
 
The questions are how sustainable the cost arbitrage association with a captive centre and what are the factors that affect the total cost of savings in in-house offshore centres? Discuss.
Sookie Chiongbian, Head of Human Resources at 3M Global Service Center Philippines

Sookie Chiongbian

Head of Human Resources
3M Global Service Center Philippines

Jay Nunez, Country HR Head at Qiagen Manila

Jay Nunez

Country HR Head
Qiagen Manila

Roundtable

12:00 pm - 1:20 pm 5 & 10 - A Mini-Guide to HRM: Right Practices to Drive the Corporate Towards Triumph! - Using Data Analytics for Staffing Efficiencies Gain
Best practices are a set of Human Resources Management processes and actions that work universally. There are two schools of thoughts on how to effectively manage people. The first is the best fit. The second is best practices.
 
Find out how human resource policies should align with business strategy and developing a set of universal HR processes that lead to superior business performance.
Flip Ruby, Group Head and Director of HR & Corporate Functions at Zalora Philippines & Entrego

Flip Ruby

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

Jason Little, Vice President, Chief Information Officer, CIO South East Asia at Manulife

Jason Little

Vice President, Chief Information Officer, CIO South East Asia
Manulife

Roundtable

12:00 pm - 1:20 pm 7 - Building Greater Granularity Using Performance Metrics
Have you ever tried to understand your division’s profitability by the customer? The cost we incurred servicing each major client. The results were striking and counterintuitive: Your largest customer turns out to be the least profitable. Indeed, customers in the middle of the pack, which didn’t demand substantial resources, were profitable than the giant we fawned over.
 
A mistake that’s exceedingly common in business - the statistic we relied on to assess our performance—revenues can be disconnected from our overall objective of profitability. As a result, our strategic and resource allocation decisions didn’t support that goal. This roundtable will reveal how this mistake permeates businesses—probably even yours—driving poor decisions and undermining performance. It will show you how to choose the best statistics for your business goals.
Marvin Rodriguez, Country Director at MiraMed Global Services Philippines

Marvin Rodriguez

Country Director
MiraMed Global Services Philippines

Roundtable

12:00 pm - 1:20 pm 8 - Work Smarter, Not Harder: The Future of Agile Workforce
"Organisations vs Machines" - The old paradigm brought by the “digital revolution” to deliver business operations with a range of next-generation technology and delivery practices with a virtual workforce on an agile platform. Learn how to begin your journey towards an agile transformation.
Hiyasmin Mattison, Chief Human Resources Officer at Sunlife of Canada (Philippines) Inc

Hiyasmin Mattison

Chief Human Resources Officer
Sunlife of Canada (Philippines) Inc

Roundtable

12:00 pm - 1:20 pm 9 - The Decision to Hire OR Fire: Making Data-driven Decisions to Revenue-driven Conversion
How do you evaluate a score given by the predictive model against the fact of whether the candidate was at risk of leaving, or not? 
Raymond Yulo, Product Support Manager at Google

Raymond Yulo

Product Support Manager
Google

Roundtable

12:00 pm - 1:20 pm 11 - Rating-Free Performance Development – Say ‘No!’ to Bell Curve!
There is a long-standing belief in business that people performance follows the Bell Curve (also called the Normal Distribution). This belief has embedded in many business practices: performance appraisals, compensation models, and even how we get graded in school.
 
While this is easy to understand, but this does not accurately reflect the way people perform.
 
Is your performance management process driving your top people to leave or stay? Let’s discuss
Johan Fourie, Managing Director at Bayer Business Services, Philippines

Johan Fourie

Managing Director
Bayer Business Services, Philippines

Roundtable

12:00 pm - 1:20 pm 12 - The Real-Time Robotcops - Using AI-Powered RPA to Augment the Capabilities of a person
Using AI-Powered RPA to augment the capabilities of a person
 
All the excitement around RPA and AI are contagious, but it’s essential to have a solid understanding of what the two technologies do separately and how they can be most effectively combined to bring maximum value to your organisation. RPA and AI together make up the new smart digital workforce that frees your human workers to be more effective at their work and help to make better decisions.
 
Wonder how these works? Please take a seat at this table.
Katherine Kessel, RPA Specialist at Orica

Katherine Kessel

RPA Specialist
Orica

Roundtable

12:00 pm - 1:20 pm 13 - The Role of AI in Shared Services Human Centered Design and “Humanistic AI” is the Future
AI can be a powerful technique in driving analytics and smart recommendations, but critical task execution is still best left to human experts. AI is about augmenting human creativity, decision making and effort, not replacing the workforce with robots.
Kriti Gutt, HRBP at Hewlett Packard Enterprise (HPE)

Kriti Gutt

HRBP
Hewlett Packard Enterprise (HPE)

Roundtable

12:00 pm - 1:20 pm 14 - Why Outsourcing Relationship Fail – Your organization DNA versus the Walls in BPO Agents
Lack of post-contract processes and decision rights can be disastrous on functional outsourcing.  Understand the significant root cause to create a well-designed service level agreement and a clearly defined role to Shared Services Centre ownership.
Dr. Sumit Mitra, CEO at Tesco Global Business Services

Dr. Sumit Mitra

CEO
Tesco Global Business Services

Roundtable

12:00 pm - 1:20 pm 15 - Future Proofing the Offshore Captive – the Cost and Quality Trade-off in Business Process Outsourcing
Despite speculation that the cost competitiveness of offshore captive centres may be fading, most global in-house centres chose to save funds over keeping the work local. Many delivery locations have seen significant shifts in currency valuations and inflation leading to the perception that operating a company-owned IT or business process centre offshore is less financially beneficial in the past.
 
The questions are how sustainable the cost arbitrage association with a captive centre and what are the factors that affect the total cost of savings in in-house offshore centres? Discuss.
Junar D. Amador, Managing Director at Global Business Services – Manila, Ingram Micro Inc.

Junar D. Amador

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

Roundtable

12:00 pm - 1:20 pm 16 - Design Thinking Using Artificial Intelligence in Daily Processes

Datuk Dr Kuljit Singh, President at Association of private hospitals malaysia

Datuk Dr Kuljit Singh

President
Association of private hospitals malaysia


MAPPING THE ROAD TO GLOBAL BUSINESS SERVICES (GBS)

1:20 pm - 2:20 pm Lunch and Networking Break

2:20 pm - 2:50 pm Driving the culture of continuous improvement and building a digital GBS

1. How to create a bottom up continuous improvement culture as an enabler for digital transformation
2. How do you bring human context to drive digital transformation
3. How do you up-skill colleagues to make them “future ready”
4. Create new skills
Dr. Sumit Mitra, CEO at Tesco Global Business Services

Dr. Sumit Mitra

CEO
Tesco Global Business Services

2:50 pm - 3:20 pm Greater Risks & Higher Stakes: Best Practices for Leadership and Change

When evaluating how world-class companies pull ahead of the competition in challenging business conditions, experts consistently pinpoint one differentiating factor: strong leadership. Today’s challenging economy calls for global executives who can lead strategically, responsibly and ethically. Includes greater accountability and a closer connection to the supporting business units you govern.

  • Making Millennial your biggest asset – developing leadership for the future
  • Up-skilling opportunities to map career path that match their skills
  • Optimizing employee engagement and employee empowerment
Jakob Larsen, Senior Vice President at Vestas Shared Services Center

Jakob Larsen

Senior Vice President
Vestas Shared Services Center

3:20 pm - 3:50 pm AFTERNOON TEA & COFFEE BREAK

3:50 pm - 4:20 pm The Path Ahead: Capitalize on Emerging Technologies to Build NextGen Shared Services

New technologies fuel innovation and disruption, in shared services space, the blockchain, machine learning, and RPA turbocharges an integrated business services model that catapult ahead of the rat race. It’s time to get future-ready.
Teejay Gonzales, HR Transformation Director at the Coca-Cola Company

Teejay Gonzales

HR Transformation Director
the Coca-Cola Company

4:20 pm - 4:50 pm Case Study: Using Data Analytics to Discover the Vital Statistics about Your SSC


Ameya Karvir, Senior Director at Expedia

Ameya Karvir

Senior Director
Expedia

4:50 pm - 5:20 pm Process Excellence & Leadership GRID and the Five Enablers of a Shared Services Centre

(GRID – Globally connected, responsiveness, integrated and dynamic) How much of your time do you spend wrestling with process and planning issues instead of doing the work you were hired to do? If you answered, “far too much,” then operational excellence matters to you. With the emergence of disruptive technologies like robotics, shifting workplace demographics, and changing customer needs, the challenges that face service organisations are unprecedented.
Jayan Dy, Chief Information Officer at P&G

Jayan Dy

Chief Information Officer
P&G

5:20 pm - 5:30 pm Chairperson Closing Remarks

Flores Mark Anthony, Global Business Services, Philippines at AECOM

Flores Mark Anthony

Global Business Services, Philippines
AECOM

5:30 pm - 5:30 pm End of Conference