Philippines #1 Shared Services & Business Services Platform
August 11 - 14, 2026 | Hilton Manila, Philippines
11 August 2026 | Pre-Conference Focus Day
Workforce Management & Next-Gen Process Transformation
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address from SSON Network
10:35 am - 10:40 am
Opening Remarks from the Chair
10:40 am - 11:20 am
Case Study | Redesigning Workforce Models as Automation Changes the Nature of Shared Services Work at Pacific Roadlink Logistics
Mark Hernandez -
Head of HR & Shared Services,
Pacific Roadlink Logistics
Exploring how Pacific Roadlink Logistics is reshaping workforce structures, skills and leadership behaviours as automation and digital tools transform shared services delivery.
- Redefining role design and capability requirements as transactional work becomes increasingly automated
- Building structured upskilling pathways to transition teams into higher-value and specialist roles
- Embedding performance and accountability frameworks that align workforce capability with evolving business needs
- Measuring impact through improved productivity, talent retention and stronger leadership readiness
11:20 am - 12:00 pm
Building Workforce Capability for Higher-Value and AI-Enabled Work
- Identifying capability gaps by mapping current roles against future work requirements to prioritise upskilling investment\
- Upskilling teams by focusing on judgement, exception handling and stakeholder skills to support capability ownership
- Preparing leaders by developing coaching and change skills to support workforce transition at scale
- Sustaining capability by embedding learning into day-to-day work rather than relying on one-off training
12:00 pm - 1:00 pm
Lunch & Networking Break
Take a break and use this time to network with your fellow industry peers!
1:00 pm - 1:40 pm
Case Study | Standardising Global Processes to Enable Scalable Automation and AI at Japan Tobacco International
Miks De Cadiz -
GBS Standardisation Director,
Japan Tobacco International
Examining how JTI is embedding global process ownership to create a foundation for sustainable automation.
- Defining global process governance to eliminate regional variation and inefficiency
- Aligning standardisation efforts with automation and AI deployment strategies
- Redesigning processes before digitisation to avoid scaling inefficiencies
- Demonstrating results through improved consistency, automation readiness and operational resilience
1:40 pm - 2:20 pm
Case Study | Integrating Global IT Shared Services with Enterprise Delivery and AI Priorities
Examining how Fujitsu is aligning offshore IT shared services with global enterprise delivery priorities while accelerating digital and AI capability.
- Aligning regional IT shared services with global governance and delivery standards
- Embedding AI and automation initiatives into structured IT service frameworks
- Balancing offshore efficiency with enterprise-level accountability and performance expectations
- Demonstrating impact through improved service integration, delivery consistency and digital capability expansion
