13 - 16 August, 2019 | Manila, Philippines

Conference Day 2

AUTOMATION SPOTLIGHT

8:20 am - 9:50 am Morning Refreshment and Registration

8:50 am - 9:00 am Opening Remarks from the Chairperson

9:00 am - 9:30 am Human & Digital: The Holistic Hybrid Model of Human and Virtual Delivery

Shirin Hamid - Chief Information Officer & Principal Director, Asian Development Bank
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.
img

Shirin Hamid

Chief Information Officer & Principal Director
Asian Development Bank

9:30 am - 10:20 am Expert Panel: The Realities of Applying RPA in Business

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

10:20 am - 10:50 am Design Thinking to Humanize the Digital Process

Dr. Sumit Mitra - CEO, Tesco Global Business Services
We explore the six steps on design thinking for users through a simple semantic analysis of the problem statement.
(1) Understand the Challenge
(2) Point of View
(3) Ideation
(4) Prototyping
(5) Testing
(6) Design Solutions Through Cultural Change

— Why use design thinking and how is it different from other traditional methodologies (for example lean sigma, agile)
— How we can best be applied in a SSV environment?
— How to integrate Design Thinking into organizational teams?
img

Dr. Sumit Mitra

CEO
Tesco Global Business Services

10:50 am - 11:20 am SSON Benchmarking Session: The Results Are in! Meet the Most Admired SSOs in the World

4:00 pm - 4:05 pm SSON Live Polling

11:30 am - 12:00 pm Morning Tea and Coffee Break

11:30 am - 11:35 am SSON Live Polling

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

OPTIMIZING THE CX & UX JOURNEY

12:00 pm - 1:40 pm 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.

OPTIMIZING THE CX & UX JOURNEY

12:00 pm - 1:20 pm Create a Culture where great customer service is paramount
Pierre Monserrate - Director People & Culture, Member, Board of Director, Philip Morris International
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. 
img

Pierre Monserrate

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

OPTIMIZING THE CX & UX JOURNEY

12:00 pm - 1:20 pm Designing (EX) Employee Experience Help Yourself: Designing a Self-Service System to enhance employee experience
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.

OPTIMIZING THE CX & UX JOURNEY

12:00 pm - 1:20 pm 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.

OPTIMIZING THE CX & UX JOURNEY

12:00 pm - 1:20 pm A Mini-Guide to HRM: Right Practices to Drive the Corporate Towards Triumph!
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.

OPTIMIZING THE CX & UX JOURNEY

12:00 pm - 1:20 pm Planning for Your Future: 3 SMART Business Exit Strategies
Jay Nunez - Country HR Head, Qiagen Manila
A strategic EI program provides insight into what employees are thinking, reveals problems in the organisation, and sheds light on the competitive landscape.
 
Employers are trying various tactics, e.g. raising pay rates; some are getting ahead of the curve by learning the different motivations. Some companies are beginning to emphasise work culture, offering employees perks like flexible schedules and competitive benefits. Salary is essential for job satisfaction.
 
The higher goal for any company, of course, is to retain valued employees.
 
If people are leaving an organisation in ever-increasing numbers, figuring out why is crucial. The most useful tool for doing so is one that too few leaders pay attention to, is exit interviews.
 
Do you have a proper exit strategy? This table would be the right fit for you.
img

Jay Nunez

Country HR Head
Qiagen Manila

OPTIMIZING THE CX & UX JOURNEY

12:00 pm - 1:20 pm Framing Retention and Millennial Engagement Strategy in Change to Create an Exceptional SSC
Eric Reigo de Dios - People Director, Baker McKenzie’s Global Process Owner
Most business owners and managers think retention based on compensation issues--wage and salary levels, incentives, and golden handcuffs--when the drivers go much deeper into the human psyche to the actions and attitudes that make employees feel prosperous, secure and appreciated. Find out as we tactically address four key elements--performance, communication, loyalty and competitive advantage.
img

Eric Reigo de Dios

People Director
Baker McKenzie’s Global Process Owner

ENABLING TECHNOLOGIES TO DELIVER A SMART EXPERIENCE

12:00 pm - 12:40 pm Building Greater Granularity Using Performance Metrics
Marvin Rodriguez - Country Director, MiraMed Global Services Philippines
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.
img

Marvin Rodriguez

Country Director
MiraMed Global Services Philippines

ENABLING TECHNOLOGIES TO DELIVER A SMART EXPERIENCE

12:00 pm - 1:40 pm 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.

ENABLING TECHNOLOGIES TO DELIVER A SMART EXPERIENCE

12:00 pm - 1:20 pm 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? 

ENABLING TECHNOLOGIES TO DELIVER A SMART EXPERIENCE

12:00 pm - 1:40 pm My Life as a CXO: Staffing efficiencies gain through providing consistent level of services with Data Analytics
Organisations can determine on the existing employees they want to secure or nurture in a specific location. Discover how data analytics assure actionable outcomes in predicting recruitment, performance and turnover.

ENABLING TECHNOLOGIES TO DELIVER A SMART EXPERIENCE

12:00 pm - 12:40 pm 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

ENABLING TECHNOLOGIES TO DELIVER A SMART EXPERIENCE

12:00 pm - 1:20 pm The Real-Time Robotcops
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.

THE VIRTUAL DELIVERY CENTRE

12:00 pm - 1:40 pm 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.

THE VIRTUAL DELIVERY CENTRE

12:00 pm - 1:40 pm Why Outsourcing Relationship Fail – Your organization DNA versus the Walls in BPO Agents
Dr. Sumit Mitra - CEO, Tesco Global Business Services
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.
img

Dr. Sumit Mitra

CEO
Tesco Global Business Services

THE VIRTUAL DELIVERY CENTRE

12:00 pm - 1:20 pm 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.

THE VIRTUAL DELIVERY CENTRE

12:00 pm - 1:20 pm Reviewing third party vendor service contracts: Process and Strategies Frameworks for Business-Driven SLAs & Reporting Structure
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.

THE VIRTUAL DELIVERY CENTRE

12:00 pm - 1:20 pm Conglomerates in Emerging Markets: Tigers or Dinosaurs?
Find out how premium conglomerates sustain success with strict criteria when choosing business portfolios and the rigor and consistency with which they apply throughout the operating principles.

MAPPING THE ROAD TO GLOBAL BUSINESS SERVICES (GBS)

1:20 pm - 2:50 pm Lunch and Networking Break

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

Noni Mafabune - Director, Global Shared Services Unit (GSSU), United Nations
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
img

Noni Mafabune

Director, Global Shared Services Unit (GSSU)
United Nations

2:50 pm - 3:20 pm The Path Ahead: Capitalize on Emerging Technologies to Build NextGen Shared Services

Teejay Gonzales - HR Transformation Director, the Coca-Cola Company
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.
img

Teejay Gonzales

HR Transformation Director
the Coca-Cola Company

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

3:50 pm - 4:20 pm Case Study: Using Data Analytics to Discover the Vital Statistics about Your SSC

Ameya Karvir - Senior Director, Expedia

img

Ameya Karvir

Senior Director
Expedia

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

Jayan Dy - Chief Information Officer, P&G
(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.
img

Jayan Dy

Chief Information Officer
P&G

3:50 pm - 4:00 pm Chairperson Closing Remarks

4:00 pm - 4:10 pm End of Conference