13 August 2026 | Main Conference Day 2

 As Global Business Services (GBS) evolve from cost efficiency to enterprise value creation, AI is no longer a future capability - it is a leadership imperative. This session explores "Change as a Service" as a next‑generation GBS model - one that embeds AI into core enterprise platforms and operating models, while enabling frontline teams to continuously improve processes at speed and scale. 

• How GBS can orchestrate internal teams, technology platforms, and external partners to scale AI capabilities across the enterprise
• Designing an influenced operating environment that enables innovation while maintaining governance, risk management, and control
• Using AI to accelerate and enhance traditional continuous improvement approaches, compressing cycles beyond Lean and Six Sigma
• Positioning GBS as a strategic value hub, delivering tech‑enabled, non‑traditional capabilities that drive enterprise‑wide impact 

Samir Kumar

Group Chief Shared Services Officer
QBE

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• Exploring how organisations must fundamentally redesign GBS models, operating approaches and adoption strategies to successfully implement Agentic AI at scale 
• Shifting from process-centric automation to a data-centric model, requiring GBS to rethink ownership across data, technology and business functions 
• Reimagining end-to-end customer journeys with an automation-first mindset, focusing on exception handling, validation and complex decision-making tasks 
• Redefining the role of Proof of Concept as a critical validation step for live data integration, security guardrails and production readiness 
• Evolving the user adoption model by positioning Agentic AI as a collaborative resource, enabling gradual autonomy from recommendation to decision-making 

Kanishka Sinha

Digital Leader
Ingram Micro

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Exploring how Dole Asia is repositioning its Global Business Services organisation from transactional delivery to a value-adding, control-driven business partner within a complex FMCG environment.

• Strengthening financial discipline and governance frameworks to control cost bloat while improving value for money
• Redesigning finance and operational processes to close control gaps across geographically dispersed factory environments
• Upskilling GBS teams to shift from processing tasks to internal consulting and problem-solving roles
• Building C-suite credibility by aligning GBS performance to measurable business outcomes and enterprise priorities 

Joseph Oliva

Director, Global Business Services
Dole Asia Company Limited - Global Business Services

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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 

Ailenne Estrella

HR Business Partner
Cardinal Health

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Exploring how World Vision is delivering high-performing, resilient P2P operations despite budget limitations, legacy systems and complex field conditions 

• Delivering high service performance and stakeholder satisfaction through a fully captive, globally distributed P2P model operating across diverse and resource-constrained environments 
• Managing supplier payments in complex field conditions, including remote locations requiring cash and mobile money transactions 
• Redesigning control points within the P2P process by shifting approval governance upstream to enable faster, more reliable payment execution
• Implementing a centralised payment factory to automate disbursements, improve supplier experience and eliminate delays caused by manual approvals 

Ailene Garcia-Sotelo

Global Director of Procure to Pay, Shared Services
World Vision

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

Avee Goyal

General Motors Finance - Site Lead
General Motors

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

Shermee Tan

Associate Director
Universal Hotels and Resorts

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

Miks De Cadiz

GBS Standardisation Director
Japan Tobacco International

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

Sandeep Sharma

Head of APAC | Customer Excellence
Iron Mountain

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• Identifying where AI is improving productivity versus where expectations are unrealistic
• Balancing experimentation with governance to avoid introducing new operational risk
• Deciding which processes are ready for AI and which still require redesign first
• Managing workforce impact while protecting service reliability and morale 

Avee Goyal

General Motors Finance - Site Lead
General Motors

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Jino Panganiban

Center Head
DHL Global Forwarding

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Zeeshan Pervez

President Shared Services
ACEN Corporation

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Jonathan Tam

Head, APAC People Services, Interim Managing Director, PH Shared Service Center
Foodpanda

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• Designing experience metrics that link service delivery performance to enterprise operational outcomes
• Standardising global reporting frameworks to improve visibility and accountability
• Identifying friction points across cross-border service interactions and redesigning processes accordingly
• Demonstrating measurable improvements in service reliability, stakeholder confidence and operational efficiency 

Elaine Grace

Director, GBS
APL Logistics

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