Asia’s #1 Event for the Shared Services & GBS Community
October 15 - 18, 2024
| One Farrer, Singapore
16 October | Main Conference Day One
The Evolution of Shared Services & GBS in Asia
8:00 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 9:00 am
Welcome Address by SSON
9:00 am - 9:10 am
Opening Remarks by Conference Chairperson
Rajeev Mall -
Vice President - Mondelēz Digital Services,
Mondelēz International
9:10 am - 9:20 am
The State of Global Business Services: Trends and Opportunities from SSON Research & Analytics
Syazana Lim -
Senior Analyst & Head of Product,
SSON Research & Analytics
Syazana shares highlights, trends and interpretation of survey data from SSON Research & Analytics State of the Industry Survey & Report 2023. In this session, we explore trends in operating model, location considerations, technology adoption, CX and EX, among other topics
9:20 am - 10:10 am
Big Idea! Opening Keynote | Revolutionizing Shared Services: Embracing AI and Gen AI for Innovation and Transformation
Rajeev Mall -
Vice President - Mondelēz Digital Services,
Mondelēz International
In the shared services landscape, the convergence of AI and Gen heralds a profound paradigm shift, disrupting traditional SSO & BPO set ups. Let’s delve into the opportunities provided by this new technology - from redefining workforce dynamics to reimagining customer experiences – and chart a course towards sustainable growth and competitive resilience in the digital age.
10:20 am - 11:00 am
Panel Discussion | Shared Services Future Locations: Impacts of the Next Big Shuffle and the Future State of Business
Akhilesh Kohli -
Head of APAC Global Business Services,
Philips
Puneet Gupta - Managing Director, MUFG Investor Services Malaysia
Beth Villanueva - Head of Shared Services Center Delivery Excellence Team, Essilor Shared Services Philippines Inc
As the business landscape transforms, the role of location in the Shared Services and Global Business Services (GBS) model becomes increasingly vital. This integral component is not only under constant scrutiny but is subject to ongoing changes that shape the strategies of leading organizations.
- Location as a Keystone in the SSO/GBS Model: Exploring strategic positioning for cost, quality, and risk, while also gaining access to the latest skillsets crucial for success
- Where to Go, and Why? Navigating the decision-making process for optimal service delivery locations and gain insights into the considerations that lead organizations to select specific regions
- Locations in GBS: Reasons and Plans to Change: Examining the dynamic landscape of shifting global footprints and the underlying motivations driving strategic adjustments
Beth Villanueva
Head of Shared Services Center Delivery Excellence TeamEssilor Shared Services Philippines Inc
11:00 am - 11:20 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with serval leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference.
11:20 am - 11:50 am
Morning Break & Refreshments
11:50 am - 12:20 pm
Driving PepsiCo's Growth and Productivity Agenda through Digital Transformation
Deshant Kaila -
Managing Director,
PepsiCo India Capability Centre
- An overview of PepsiCo's digital evolution vision
- Sharing the PepsiCo way on nurturing an innovation culture within the organisation
- Building functional capabilities that support the global business functions for PEP in addition to digital
Building High-Value Shared Services & GBS Centres
12:20 pm - 12:50 pm
Maximizing GBS Success through Customer Experience Transformation
Venkat Kumar Siddineni -
HEAD - KONE BUSINESS SERVICES (APM & ENA),
KONE ELEVATOR INDIA PVT LTD.
- Understanding the critical role of customer experience as the next value driver for GBS
- Placing customer at the core everything we do
- From metrics to moments: Turning “green KPIs” into improved customer experience and employee experience
Venkat Kumar Siddineni
HEAD - KONE BUSINESS SERVICES (APM & ENA)KONE ELEVATOR INDIA PVT LTD.
12:50 pm - 1:20 pm
Elevating Business Success through End User Experience Integration
Venkat Kumar Siddineni -
HEAD - KONE BUSINESS SERVICES (APM & ENA),
KONE ELEVATOR INDIA PVT LTD.
- Leveraging lean principles to enhance the end user experience
- Utilising different surveys and feedback to shape CX initiatives
- Sharing of specific initiatives taken to enhance the end user experience
Venkat Kumar Siddineni
HEAD - KONE BUSINESS SERVICES (APM & ENA)KONE ELEVATOR INDIA PVT LTD.
1:20 pm - 2:30 pm
Lunch & Networking Break
*Selected participants will be attending a Private Lunch session where we bring together senior leaders for a thought-provoking discussion over lunch.
Sponsored by: Thomson Reuters
Our IDGs allow you to zone-in and focus on the topics that matter most to you. Structured to maximise audience interaction and participation, you get a chance to not only learn from your peers first-hand but share your challenges actively as well. There will be 2 rotations at 50-minutes each.
Interactive Discussion Groups (8 Topics & 2 Rotations @ 50-minutes each)
Our IDGs allow you to zone-in and focus on the topics that matter most to you. Structured to maximise audience interaction and participation, you get a chance to not only learn from your peers first-hand but share your challenges actively as well. There will be 2 rotations at 50-minutes each.
Culture & Strategy
2:30 pm - 4:10 pm Roundtable A: Embrace Agile Culture to Establish Agile Operating and Delivery Models Dr. Patricia Francis, C.A. (M), FCCA (UK) - Head of Global Financial Markets Operations Strategy and Learning & Development, Standard Chartered
Dr. Patricia Francis, C.A. (M), FCCA (UK)
Head of Global Financial Markets Operations Strategy and Learning & DevelopmentStandard Chartered
Technology & Innovation
2:30 pm - 4:10 pm Roundtable B: Leveraging AI and Machine Learning for Optimised Processes Kenneth Lim - Head, NTU Shared Services, Nanyang Technological University Singapore
Finance Process Automation
2:30 pm - 4:10 pm Roundtable C: Leveraging Generative AI for Effective Financial Reporting and AnalysisEnd-User Experience
2:30 pm - 4:10 pm Roundtable D: Strategies for Improving the User ExperienceGBS Strategy
2:30 pm - 4:10 pm Roundtable F: Maximizing Data Insights for Operational ExcellenceData & Analytics
2:30 pm - 4:10 pm Roundtable B: Leveraging AI and Machine Learning for Optimised ProcessesStrategic Business Partner
2:30 pm - 4:10 pm Roundtable G: Co-Accountability of Key Performance Indicators for Business Outcomes Cindy Choong - Global Business Services Director for APAC, ADM
Strengthening your Talent
2:30 pm - 4:10 pm Roundtable H: Building a Culture of Innovation and Collaboration Philip Tan - Head of Centre, UOB Innovation Hub 2 & UOB Centre of Excellence
4:10 pm - 4:40 pm
Afternoon Break & Refreshments
4:40 pm - 5:10 pm
Best Practices | Learnings from the Winners of SSON Impact Awards Asia 2023: Best Shared Services Team Winner Spotlight
Hear from SSON Impact Awards’ two-time winner of the Best Shared Services Team from the years 2022 to 2023! TNB shares with us on why they won, lessons learnt and how they are moulding their teams to be future ready.
5:10 pm - 5:40 pm
SSON Analytics Insights | Understanding How the 2023 Most Admired SSCs Used Metrics & Benchmarking to Drive Serious Growth
Syazana Lim -
Senior Analyst & Head of Product,
SSON Research & Analytics
SSON Research & Analytics has just published its Top 20 Most Admired SSOs/GBS 2024 list. SSON will discuss key performance metrics from the “Top 20 Most Admired SSO/GBS Benchmarks” and share some of the strategies that are improving performance in key metrics.
5:40 pm - 5:40 pm
Chairperson’s Closing Remarks and End of Conference Day 1
Rajeev Mall -
Vice President - Mondelēz Digital Services,
Mondelēz International
7:00 pm - 9:00 pm
SSON Impact Awards Asia 2024 – Awards Ceremony & Gala Dinner (Tickets Sold Separately)
SSON's Shared Services & Outsourcing Impact Awards is a globally recognised, annual industry awards ceremony, which honours and celebrates SSOs and service delivery teams who have exceeded industry standards in their SS&O initiatives. This is the chance for you and your Shared Services peers to celebrate your achievements together as a team.
The SSON Impact Awards Gala Dinner is the best way for you to unwind and celebrate the successes of your peers making headway in Asia’s SSO market! Get more information here: https://www.ssonetwork.com/events-ssowasia/impact-awards
