Pre-Conference Workshops - 10 August 2020

9:00 am - 11:30 am Workshop A: Finance Bundling and Transformation: Delivering Strategic Business Value

Objectives:
§  Continuous improvement
§  Finance automation
§  Finance performance management
 
Why?
Finance shared services was a way to leverage economies of scale and for global enterprises to benefit from the consolidation of services and standardization of their transactional accounting practices.
 
An estimated 80% of Fortune 500 companies have implemented a shared services model. As they mature, the organization demands added strategic business value through financial analysis and planning, resulting in a combination of automation and manual processes to omit the oversight of data inconsistencies.
 
Join this workshop to discover strategies for building your organization’s path to finance shared services modernization.
 
Benefits of attending:
·         Driving lean operations in finance organizations
·         Leveraging the global process owner role and service level agreements
·         Benchmarking key metrics against industry standards (e.g. staffing and cost metrics)
·         Harnessing technology and analytics to become better process managers

9:00 am - 11:30 am Workshop B: Building A Resilient and Agile Workforce with Change Management

Michelle Garcia - Director, Human Resources (Asia Pacific), Dexcom
Objectives:
§  Change management
§  Employee experience
§  Promoting healthy attrition rate
 
Why?
Change management is a crucial component to successful business growth and transformation.  However, initiatives can still flounder due to employee resistance and communication breakdown, putting organizational productivity at risk.
 
Human resources play an integral role in change management strategies, and can help increase buy-in, comfort, and support across the department.
 
Dexcom believes in a shared value to drive passion and in empowering people to create and deliver effective people strategies to attract, retain, and motivate talent.
 
Join this workshop to learn successful talent management and succession planning activities, and to learn how to drive company-wide change management programs through a systematic approach.
 
Benefits of attending:
·         Designing a strategic human resource management and governance framework
·         Harmonizing cultural differences between local and HQ countries
·         Structuring future-proof employment continuity services
·         Developing your career in shared services and outsourcing
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Michelle Garcia

Director, Human Resources (Asia Pacific)
Dexcom

12:00 pm - 2:30 pm Workshop C: Driving Procurement for Strategic Sourcing and Contract Management

Edgar G. Apitana (Egay) - Chief Procurement Officer, A. Magsaysay Inc.
Objectives:
  • Implementing self-service procurement
  • Driving cost efficiency and global accessibility
  • Building effective contract process
 
Why?
With robotic processes now yielding sustainable competitive differentiation, traditional procurement processes have become irrelevant.
 
In a 2019 report by Deloitte, utilizing an integrated procurement service can bring significant cost efficiency, with 42% of procurement shared services functions driven by COEs. Procurement experts today have developed strong focus on improving cost efficiency through the effective use of contemporary supplier-relationship management techniques.
 
Companies now use web technologies to better communicate and transact with both suppliers and customers. These include eProcurement systems, web portals for self-service, electronic invoicing, CRM solutions to change the way an organization markets sells and supports its customer data, and many more.
 
Join this workshop to find out how Magsaysay has implemented a comprehensive company-wide eProcurement and CRM initiative.
 
Benefits of attending:
§  Understanding the need for eProcurement in today’s digital environment
§  Overcoming critical challenges such as user adoption, budget and policy support
§  Building applications to support global accessibility handling taxation and regulations
§  Accelerating critical purchasing process to achieve operational cost savings
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Edgar G. Apitana (Egay)

Chief Procurement Officer
A. Magsaysay Inc.

12:00 pm - 2:30 pm Workshop D: Build your Own Business Continuity Framework and Principles

Dickenson Y. Africa - Deputy Director, Business Continuity Management Group, Risk and Compliance Office, Bangko Sentral ng Pilipinas
Objectives:
§  Achieving maximum level of preparedness
§  Executing recovery strategies and tactical plans
§  Preserving the readiness of location recovery
 
Why?
Business continuity management generated the most significant interest in 2020 with the Taal volcano eruption and COVID-10 Novel Coronavirus that shook the business community globally.
 
Is your business able to withstand global disruptions and scares? Do you have a sustainable Business Continuity Management framework?
 
The importance of business continuity is to instill organizational resiliency and to empower BCM managers to design and create awareness through best practices, frameworks, and critical success factors.
 
Join this workshop as we feature real-life case studies to give you a better understanding of the importance of business continuity planning.
 
Benefits of attending:
§  Understanding the use of the risk analysis frameworks in BCM planning
§  Encouraging organizational resiliency with appropriate BCM strategies in place
§  Identifying and analyzing potential threats and corresponding to the potential impact
§  Identifying functions that are critical to business operations and having appropriate alternative business continuity strategy options
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Dickenson Y. Africa

Deputy Director, Business Continuity Management Group, Risk and Compliance Office
Bangko Sentral ng Pilipinas

3:00 pm - 5:30 pm Workshop E: Getting Robots Right: Accelerating Business Outcomes with your Automation Investments

Jonathan Tam - Head of People Services, HR Delivery, Group Shared Services Centre, QBE
Objectives:
§  Successful running agile pilots
§  Improving robotics compliance
§  Scaling-up RPA across regions
 
Why?
Robotic process automation (RPA) allows companies to improve costs, compliance, productivity and remain competitive across multiple functions.
 
According to Accenture, RPA reduces processing time by 28% and increases productivity by 40%, providing the highest level of benefits when done right.
 
With the right combination of RPA tools, process engineering, and human talent, companies can ultimately harness the true potential of intelligent automation – a move up the continuum from RPA.
 
Join this workshop to learn how to scale RPA the right way and lay the perfect foundation to step up the automation continuum.
 
Benefits for attending:
·         Identifying areas where RPA could help your business
·         Designing automation solutions – principles and techniques
·         Quantifying benefits from business process assessment techniques
·         Identifying potential AI integrations with RPA processes

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Jonathan Tam

Head of People Services, HR Delivery, Group Shared Services Centre
QBE

3:00 pm - 5:30 pm Workshop F: Scaling Interactions: Meaningfully Support Channels From Telephony To Digital

Objectives
§  Enhancing the customer service journey
§  Automated with chat bot services
§  Transforming digital contact centre
 
Why?
According to CCAP, the Philippines remains the world’s call center capital, taking 16-18% of the total outsourced services globally. CCAP expects the sector’s revenue to rise to $20.4 billion by 2022.
 
Digital channels are now giving contact centers a new lease of life, moving from transactional inquiries to a self-service channel. This in turn frees up customer service agents to provide relevant, timely and valuable insights to the customers.
 
With the shift in priorities to offer higher-value services, contact centers need to now keep up with the age of automation and the rapid improvement of artificial intelligence?
 
Join this workshop to find out how you can tap on digital transformation and artificial intelligence to outperform the global competition to deliver an optimal contact center and customer service experience.
                 
Benefits for attending:
  • Utilizing artificial intelligence to identify customer behavior and trends
  • Resolving customer inquiries in the shortest time frame and adopting unified communications for efficient follow-up
  • Increasing proactive communication with live tools to generate quicker customer decisions and drive potential sales results
  • Evaluating call centric metrics and recommending solutions to complex issues