27 Oct 2020, Main Conference Day One

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10:00 am - 10:05 am SSON Welcome & Housekeeping Remarks

10:05 am - 10:10 am Chairperson Opening Remarks

Manoj Kalra - Sr Vice President, DSM Group Business Services (GBS)

Manoj Kalra

Sr Vice President
DSM Group Business Services (GBS)

Shared Services Prioritisation Panel

Shared Service Centres are deployed to reduce costs of decentralisation, to increase the support processes for the business and to create a higher degree of strategic flexibility. What if the benefits can now be achieved virtually and remotely without having to consider the most important factor of location, which determines the success of your Shared Services strategy. COVID-19 will cause a major rethink to the relevance and existent of Shared Services. The fundamentals of Shared Services will be challenged and so will its future.

·        Identifying the top priorities to address and mould business to fit The New Norm

·        Discussing the new purpose and value of Shared Services

·        Addressing the foreseeable challenges and potential solutions to help business navigate through this transformative phase


Terence Lee

Chief Procurement Officer, APAC, Supply Chain Optimization


Shaun Tan

Global Head, Finance Shared Services


Manoj Kalra

Sr Vice President
DSM Group Business Services (GBS)

10:45 am - 11:25 am Reviewing Johnson Controls’ Digital Transformation Journey for a More Streamlined Payroll Process

Karen Tan - Director, HR Shared Services, APAC, Johnson Controls
Aditya Tikku - Associate Director, HR & Payroll, Ramco Systems
  • Identifying an array of Services required by an end user
  • Understanding how you can effectively handle Change Management
  • Successfully traversing the journey of Digital Transformation


Karen Tan

Director, HR Shared Services, APAC
Johnson Controls


Aditya Tikku

Associate Director, HR & Payroll
Ramco Systems

11:30 am - 11:50 am Speed Networking Session

11:55 am - 12:35 pm How to Improve Your Customer Experience Strategy for Shared Services

Steve Bennetts - Head of Growth & Strategy - Employee Experience Solutions, Asia-Pacific & Japan | Psychologist, Qualtrics

Businesses today are embracing "customer experience" as one of the most important ways to drive sales, customer loyalty, and competitive differentiation. And while shared services users might not be customers in the traditional sense, providing them with a superior experience can yield significant benefits for the business, including: lower costs; improved self-service; and higher employee satisfaction, engagement, and retention. In this session, we will discuss:

  • How to apply the concept and strategy of customer experience to shared services centers to improve service level, agent experiences and operation efficiency
  • The technologies, tools, and processes - from automation through to self-service - needed to ensure a consistent user experience
  • How to integrate the employee voice in new project decisions, ensuring costly rollouts truly meet the most pressing needs amidst disruption


Steve Bennetts

Head of Growth & Strategy - Employee Experience Solutions, Asia-Pacific & Japan | Psychologist

12:45 pm - 12:55 pm Power Demo Drive – SurfaceInsight Technologies - Intelligent Automated Process Discovery using SurfaceAI

1:00 pm - 1:40 pm Paperless Supplier Onboarding - How Warner Bros. Moved Towards Digitized Supplier Management

Ethel Tamondong - Executive Director, Global Procure to Pay, WarnerMedia
Danny Thompson - SVP, Market & Product Strategy, apexanalytix

The media and entertainment industry is undergoing rapid changes with shifting customer expectations and trends. To keep up, all aspects of the business need to execute a digital transformation strategy.

At Warner Bros., onboarding of new suppliers and vendor master data maintenance was a key area that was ripe for digital transformation as it was based on a highly manual paper-based process. Requests were submitted on an Excel form then sent to a vendor maintenance team who keyed the data into the ERP system. It was a process that was subject to transcription errors and posed compliance risk to data privacy policies and regulations.

In 2018, faced with the need to comply with stricter data privacy regulations (such as GDPR), the company embarked on an initiative to adopt an online self-service vendor portal which would eliminate manual processes, improve data quality and integrity and ensure compliance to information security requirements.

 The goal was to deploy an external facing portal, providing the vendor with the ability to input their own information and attach any required documentation. Once the vendor is on-boarded in the portal, they have access to the benefits of the self-service functionality to maintain their details as well as view the status of invoices. Automated workflows and updates within the portal have made the process more efficient. All of these improvements have resulted in a leaner Accounts Payable support organization with a focus on more value-added activities. Watch the full story during this webinar to learn about:

·        Vision and design of the vendor registration portal

·        Preparations and data cleansing

·        Hypercare during cutover

·        Lessons learned

·        Reaping the benefits

Ethel Tamondong

Executive Director, Global Procure to Pay

Danny Thompson

SVP, Market & Product Strategy

1:40 pm - 1:40 pm End of SSOW Asia Live 2020 Main Conference Day One