Conference Day 2 - 12 August 2020

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

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

9:10 am - 9:40 am Big Idea Keynote Designing Organization Strategy and Digital Structure


Chief Operating and Human Resources Officers play a vital role in shared services/GBS transformation in enabling revenue growth, customer experience, cost savings, and productivity gains. However, many face internal challenges like legacy systems and limited resources, which inhibits the ability for the organization to leap forward with transformation.
·         Prioritizing business processes and garnering stakeholders buy-in
·         Formulating coherent business models on talent attraction/retention before transformation
·         Expectations versus outcomes – Implementing change management frameworks and preparing your workforce for transformation
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Sharon C. Hernandez

Chief Strategy Officer, Head of Strategic Support Services
Asian Hospital and Medical Center

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Mar Dioko

Chief Operating Officer
Singapore Diagnostics

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Emilie Dela Vega

Chief Operating Officer
Sterling Pacific Ventures Corp.

10:20 am - 10:50 am Morning Refreshments and Networking Break


Interactive Discussion Groups – 2 Rotations/Topics @ 50-minutes each

0-3 Years: Reducing Complexity & Driving Efficiency

10:50 am - 12:30 pm Roundtable A: Building a Best-in-Class HR Shared Services Center – Do’s and Don’ts

0-3 Years: Reducing Complexity & Driving Efficiency

10:50 am - 12:30 pm Roundtable B: Streamlining Processes Across Functions and Geographies to Achieve Greater Efficiencies
Vineet Mehra - General Manager, Product Head – Order to Cash Product, A.P. Moller – Maersk

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Vineet Mehra

General Manager, Product Head – Order to Cash Product
A.P. Moller – Maersk

0-3 Years: Reducing Complexity & Driving Efficiency

10:50 am - 12:30 pm Roundtable C: SSON Analytics – Benchmarking Metrics Discussion Syazana Lim, Lead Analyst, SSON Analytics
Syazana Lim - Lead Research Analyst, SSON Analytics

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Syazana Lim

Lead Research Analyst
SSON Analytics

4-6 Years: Strengthening Workforce & Operations

10:50 am - 12:30 pm Roundtable D: Smiling Down the Line: Embracing Robust Change Management Practices in Contact Centers

4-6 Years: Strengthening Workforce & Operations

10:50 am - 12:30 pm Roundtable E: Designing Effective Performance Measurements in Procurement Contracts
Emilie Dela Vega - Chief Operating Officer, Sterling Pacific Ventures Corp.

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Emilie Dela Vega

Chief Operating Officer
Sterling Pacific Ventures Corp.

4-6 Years: Strengthening Workforce & Operations

10:50 am - 12:30 pm Roundtable F: Creating Strong Business Continuity Planning Frameworks in Pandemic Situations

7-10 years: Creating Value, Driving Insights

10:50 am - 12:30 pm Roundtable G: Delivering Analytical Services from Transactional Functions at Scale – How To?

7-10 years: Creating Value, Driving Insights

10:50 am - 12:30 pm Roundtable H: Enhancing Organizational Capabilities through Big Data and Actionable Insights
Sheryl Antonio - Head, Human Capital Strategy, The Medical City

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Sheryl Antonio

Head, Human Capital Strategy
The Medical City

7-10 years: Creating Value, Driving Insights

10:50 am - 12:30 pm Roundtable I: Driving Successful Digital Transformation in a Multi-Generation Workforce – Tips and Tricks
Geraldine Tirante - Head, ICT Planning, Process and Governance, ABS-CBN

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Geraldine Tirante

Head, ICT Planning, Process and Governance
ABS-CBN

10+ Years: End-to-End Global Service Delivery Models

10:50 am - 12:30 pm Roundtable J: Re-Designing Functions and Achieving Productivity with Global Process Owners

10+ Years: End-to-End Global Service Delivery Models

10:50 am - 12:30 pm Roundtable K: Enabling Seamless GBS Integrations through Multi-Functions And Multi-Locations

10+ Years: End-to-End Global Service Delivery Models

10:50 am - 12:30 pm Roundtable L: Show Me the Money – Business Process Robotic Autonomics


Building Blocks to Business Transformation (Part 2)

12:30 pm - 1:30 pm Networking Lunch

STREAM D: Procurement Innovation

1:30 pm - 1:40 pm Chairman Opening

STREAM D: Procurement Innovation

1:40 pm - 2:10 pm Devising an Optimal Sourcing Strategy for Procure-to-Pay
  • Evaluating how firms can make informed, project-based choices between single and multi-sourcing
  • Aligning metrics and revenue for modular tasks
  • Mitigating vendor risks to avoid costly service disruptions
  • Creating a highly efficient purchasing process

STREAM D: Procurement Innovation

2:10 pm - 2:40 pm Digital Procurement 4.0: Agile Process Transformation
·         Digitizing projects for speed and improved results
·         Examining why digitization has fallen short and solving internal challenges
·         Building on existing enterprise-resource planning platform with digital tools to automate process points
Identifying interdependencies and defining priorities for digital procurement initiatives

STREAM D: Procurement Innovation

2:40 pm - 3:20 pm Global Procurement Transformation Panel: Sourcing Unfiltered: An Uncensored CPO Panel Discussion
Have you ever wondered how a CPO administers the company’s acquisition programs? Have you tried to envision how they prioritize corporate goals and then correctly align organizational objectives or how they build relationships across the enterprise?

  • Thought-provoking insights into the future of procurement on collaborative outsourcing and service acquisition models
  • Navigating opportunities and challenges of the industrial internet
  • Tackling adverse outcomes and involvement in risky contracts
  • Delivering sourcing-centric cost savings and market intelligence for vast sources of data and insights

STREAM E: Finance Technology

1:10 pm - 1:20 pm Chairman Opening

STREAM E: Finance Technology

1:40 pm - 2:10 pm Redesigning Finance Functions to Meet Business Demands
Joweeh Liao - Finance Director, Watsons Personal Care Stores (Philippines)

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Joweeh Liao

Finance Director
Watsons Personal Care Stores (Philippines)

STREAM E: Finance Technology

2:10 pm - 2:40 pm Ensuring Effective Finance Risk Management and Stewardship of the Enterprise
Ailene Garcia-Sotelo - Global Director - Record to Report, Shared Services, World Vision
·         Understanding the organization's staffing, structure, technology, productivity, and performance
·         Selecting activities and determining an outsourcing strategy
·         Structuring finance sub-functions to avoid duplication
·         Designing the right reporting structure for embedded finance teams
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Ailene Garcia-Sotelo

Global Director - Record to Report, Shared Services
World Vision

STREAM E: Finance Technology

2:40 pm - 3:20 pm FinTech Panel: DNA of the CFO: Is the Future of Finance New Technology Or New People?
Marco Duay - Chief Financial Officer, Light Rail Manila Corporation
Ritchie Arceo - Chief Financial Officer, ALSTRA, Concepcion-Carrier Air Conditioning Company
In today's business operations, the changing role of the CFO is increasing complexities resulting from globalization, regulation, information technology, and changing expectation, amongst others.
 
These bring the role of finance function into question, where traditional responsibilities will soon become obsolete. 
 
In this panel, we find out how CFOs provide insights and support strategic planning with the use of data analytics to lead future complex decision-making by correlating, forecasting, and predicting future scenarios.

·         How do you define your CFO role?
·         As the CFO role blurs, how can future finance leaders find focus?
·         Is the future of finance robotics?
·         Challenging the assumptions about what constitutes finance talent
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Marco Duay

Chief Financial Officer
Light Rail Manila Corporation

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Ritchie Arceo

Chief Financial Officer
ALSTRA, Concepcion-Carrier Air Conditioning Company

STREAM F: Customer Experience & Contact Center Excellence

1:40 pm - 1:50 pm Chairman Opening

STREAM F: Customer Experience & Contact Center Excellence

1:40 pm - 2:10 pm Improving Customer Experience During Peaks and Troughs in Demand

STREAM F: Customer Experience & Contact Center Excellence

2:10 pm - 2:40 pm Harnessing Augmented Intelligence in Next-Generation Contact Centers
  • Using humans and machine to make wiser decisions and recommendations
  • Empowering contact center agents with artificial intelligence technologies to streamline self-service function
  • Integrating a hybrid of chatbots to intercept conversation at the right time
  • Striking a balance between chatbot reliance and emotionally intelligent human agents

STREAM F: Customer Experience & Contact Center Excellence

2:40 pm - 3:20 pm Super-Agents Panel: Building a Contact Center Staffed with Super-Agents – The Secret Weapon Driving Peak Performance!
Many shared services organizations use contact centers as part of their service offerings. That begs the question: Is your contact center well equipped to meet today’s customer service needs?

·         Digitalizing our customer’s end-to-end journey to meaningfully improve performance
·         Building customers loyalty through cumulative touchpoints
·         Harnessing continuous improvement on upstream and downstream interactions, perfecting journeys and dollar outcomes
·         Providing impeccable customer service bridging your customers and your organizations

3:20 pm - 3:50 pm Afternoon Refreshments and Networking Break


3:50 pm - 4:20 pm Promoting Strategic Excellence in GBS to Maximize Business Outcomes

Global Business Services (GBS) present a comprehensive set of duties at a low cost and agreed-upon levels of quality. On the contrary, some argue that the model introduces greater organizational complexity, and one of the most debilitating challenges is the lack of real authority. Along with digitalization, GBS needs to re-orient itself to adapt to new processes that may be less desirable for individual functions. In this presentation, we find out how GBS leaders use lean techniques to foster process excellence and strike a balance to galvanize critical stakeholders to move tasks in the right direction
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  • Redesigning operations for cross-functional process improvements creating a relevant, fast-acting, and forward-thinking businesses
  • Consolidating separate business units and streamlining reporting structures
  • Enabling technologies to execute processes and enforcing discipline across global operations
  • Using service level agreements as part of SSC governance

4:20 pm - 5:00 pm Closing Keynote Panel: Developing 21st-Century Global Asian Leaders – Bridging Millennials And Boomers

Hiyasmin Mattison - Chief Human Resources Officer, Sunlife of Canada (Philippines) Inc
Anna Villamor - Chief Human Resources Officer, Philam Group, an AIA Group
As new generations enter the workforce, managers must learn how to lead a diverse group with various backgrounds, values, work ethics, expectations, and motivations. Today, we put the spotlight on millennial talents and industry leaders to share the types of leadership qualities and what makes them tick!

·         Bridging generational differences in employee benefit interests
·         Boomers managing millennials – what they want you to know!
·         Understanding millennials’ expectations to elevate their performance
·         Debunking stereotypes – How boomers and millennials actually make great teams
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Hiyasmin Mattison

Chief Human Resources Officer
Sunlife of Canada (Philippines) Inc

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Anna Villamor

Chief Human Resources Officer
Philam Group, an AIA Group