13 August 2026 | Main Conference Day 2

As organisations rethink what to retain in-house, what to outsource and where AI now fits, this interactive session puts leading BPO providers under scrutiny to demonstrate how they are genuinely supporting shared services and GBS outcomes today.

• Strengthening financial controls and standardisation to improve transparency and reduce risk across markets
• Transitioning finance shared services from transactional processing to business partnering and value creation
• Embedding performance metrics and accountability frameworks to drive global consistency
• Demonstrating measurable impact through improved reporting accuracy, cost discipline and stakeholder confidence 

Kick off the conference with a bingo-style networking activity designed to get conversations flowing. Delegates will receive a bingo card featuring different attendee profiles and roles across the room. The goal is to connect, match profiles, and punch as many holes as possible by meeting new people. Prizes (and bragging rights) go to the most connected.     

Exploring how Cardinal Health has built and sustained a 3,000-strong shared services workforce in the Philippines by prioritising capability, compliance and long-term talent development

• Designing a workforce model for regulated healthcare operations by aligning hiring profiles, role design and governance to strict US compliance requirements
• Building deep capability to move shared services talent beyond transactional execution
• Embedding compliance and quality into day-to-day work by integrating training, performance management and oversight into service delivery
• Measuring workforce success through capability maturity, quality outcomes and business trust rather than attrition or headcount alone 

Don Sausa

VP and Country Lead, Cardinal Health International Philippines
Cardinal Health

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Ailenne Estrella

Head of HR Philippines & India
Cardinal Health

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• Designing finance workflows with automation and AI embedded at source to avoid legacy rework and inefficiency
• Defining ownership, controls and accountability for AI-enabled processes to maintain regulatory and audit integrity
• Balancing speed and efficiency with financial governance in a highly regulated digital banking environment
• Measuring impact through reduced manual intervention, faster reporting cycles and stronger control frameworks 

Collaborate with finance leaders to redefine the SSC & GBS finance function—from cost efficiency to enterprise value creation.  

Exchange ideas on building future-ready, digitally skilled, and engaged Shared Services & GBS workforces.  

Join data leaders to explore how SSCs and GBSs can move from reporting to predictive decision-making. 

Discover how SSCs and GBSs can deliver world-class customer experiences with efficiency and empathy. 

• Redesigning work by shifting humans to judgement and exception handling to increase value and reduce bottlenecks
• Managing change by equipping leaders with practical adoption plans to reduce resistance and anxiety
• Upskilling teams by training prompt, validation and AI-assisted decision skills to improve quality and confidence
• Safeguarding service quality by defining human-in-the-loop checkpoints to prevent errors in higher-risk processes 

Exploring how an IT shared services centre in Manila is approaching agentic AI by focusing on readiness, maturity and workforce impact before scaling technology

• Positioning agentic AI as an IT priority by clarifying what problems IT should and should not be solving today to avoid premature investment
• Assessing organisational and process maturity by recognising that AI impact depends on standardisation, data quality and service discipline across logistics operations
• Deciding where AI can realistically add value in the short term versus where it remains a longer-term ambition to prevent wasted effort
• Preparing the IT workforce for AI-enabled work by examining how roles, skills and expectations are changing as automation becomes more autonomous 

Jino Panganiban

Center Head, Global Service Center (GSC) Philippines
DHL Global Forwarding

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