ASIA’S NO. 1 SHARED SERVICES & GBS EVENT
14 October | Main Conference Day One
WHERE ARE WE HEADED? The Future of Asia’s Shared Services
8:00 am - 8:50 am
Registration Opens
8:50 am - 8:55 am
Welcome Address by SSON
8:55 am - 9:00 am
Opening Remarks by Conference Chairperson
9:00 am - 9:10 am
SSON Research & Analytics Presents the 2025 State of Shared Service Industry Market Data
Syazana Lim -
Senior Analyst & Head of Product,
SSON Research & Analytics
9:10 am - 9:40 am
Big Idea! Opening Keynote | From GCC to Game-Changing Digital Catalyst: Accelerating Transformation in the Digital Era
Dr. Sanjeev Rastogi -
Chief Executive Officer – GCC,
Adani Group
Hear from Dr. Sanjeev Rastogi, who heads Adani Group’s GCC with more 3000 people across 7+ functions on how he transitioned his centre to be a strategic asset to the business and get a seat on the table.
- Moving away from a delivery centre model to a strategic function
- Leveraging cognitive and Gen AI to transition from a traditional GCC to a digital catalyst
- Aligning with the business strategy to enable the business to achieve their targets and revenue
9:40 am - 10:10 am
AI Adoption and Workforce Analytics in Shared Services
Sponsored by: Prohance
10:10 am - 10:50 am
THE QUESTION OF THE HOUR | Decoding the Future of GBS: Captive, Hybrid, GCC, or Regional Models?
Rajeev Mall -
Vice President - Mondelēz Digital Services,
Mondelēz International
Mark Bueltel-Herz - Managing Director, BASF Asia-Pacific Service Centre
Stephan Bily - Vice President, Global Business Services (GBS) President, Lexmark R&D Corporation
As shared services are nearing their maturity stages, we are faced with a critical question: What’s the optimal structure—captive, hybrid, GCC, or regional—for the next five years?
- Evaluating the pros and cons of captive, hybrid, GCC, and regional models in the face of rising costs and inflation, even in traditionally affordable hubs
- Debating the necessity of regional centres in an era where technology reduces the need for language and time zone-specific hubs
- Discussing how to align location strategy with business goals, leveraging the right model to drive efficiency, scalability, and value in the next five years
Stephan Bily
Vice President, Global Business Services (GBS) PresidentLexmark R&D Corporation
10:50 am - 11:10 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.
11:10 am - 11:40 am
Morning Break & Refreshments
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 (9 Topics & 2 Rotations @ 50-minutes each)
FINANCE TRANSFORMATION
11:40 am - 1:20 pm How Automating Accounts Payable Can Drive Growth & Efficiency Gavin Lam - Vice President, Global Business Services Operations, NTT DATA Inc
FINANCE TRANSFORMATION
11:40 am - 1:20 pm Indirect Tax Compliance: Keeping Up with the Ever-Changing RegulationsFINANCE TRANSFORMATION
11:40 am - 1:20 pm Data-Driven Finance: Leveraging for Cash Flow Optimization and BeyondHR TRANSFORMATION
11:40 am - 1:20 pm Hire-To-Retire TransformationHR TRANSFORMATION
11:40 am - 1:20 pm Revolutionise Recruitment with Generative AIHR TRANSFORMATION
11:40 am - 1:20 pm Talent & Branding – How Do We Make GBS The “Coveted Place to Work”? Yasmin Ramzi - Head of People Strategy, Tenaga Nasional Berhad GBS
PROCESS EXCELLENCE
11:40 am - 1:20 pm Embed Continuous Improvement Excellence in Shared Services 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
PROCESS EXCELLENCE
11:40 am - 1:20 pm The Evolving GPO Role Vandana Sharma - Head of GBS AMEA, Kellogg Company
PROCESS EXCELLENCE
11:40 am - 1:20 pm The Power of Process Intelligence in GBS TransformationSTREAM A: SHARED SERVICES FUNDAMENTALS
2:30 pm - 3:00 pm Your First 100 Days: What are your KPIs for Building a Shared Services Organization? Puneet Gupta - Managing Director, MUFG Investor Services MalaysiaThis session is tailored for shared services leaders eager to master the essential KPIs that will lay the groundwork for success that generates significant transformational change. We’ll review three critical areas that are vital for initiating a high-performing SSO:
- Align your SSO’s mission seamlessly with your company’s strategic objectives
- Build a powerhouse team by identifying and developing key roles and responsibilities
- Optimise your processes for peak efficiency and integrate the right technology to enhance your operations
STREAM A: SHARED SERVICES FUNDAMENTALS
3:00 pm - 3:40 pm Panel Discussion: Decoding the Location Strategy Puzzle for Shared Services- Debating the merits of global hubs versus regional centres
- Balancing labour costs, inflation, and talent availability in high-growth markets
- How technology and hybrid models are reshaping location decisions
STREAM A: SHARED SERVICES FUNDAMENTALS
3:40 pm - 4:10 pm Laying a Robust Foundation with Process Standardisation- How to effectively untangle the complexities of business process and data with a simplified organisational architecture
- Step-by-step guide to creating uniform processes across regions and functions
- Leveraging RPA, AI, and ERP systems to drive standardization and reduce inefficiencies
- Overcoming cultural and operational resistance to standardization
STREAM B: ENABLING GBS TRANSFORMATION
2:30 pm - 3:00 pm Customer at the Core: Driving Business Growth Through End-User Excellence- Experience as a Growth Engine: How solving end-user pain points directly boosts revenue and operational efficiency
- Tech-Enabled Personalization: Leveraging AI and analytics to create seamless, tailored user experiences
- From Cost Centre to Value Driver: Aligning metrics with business outcomes to transform service into a competitive advantage
STREAM B: ENABLING GBS TRANSFORMATION
3:00 pm - 3:40 pm Panel Discussion: Beyond the Core: Expanding Horizons, Being Truly Multifunctional and Delivering Business Impact- What is everyone bringing in or planning to bring into their GBS?
- Assessing the capabilities and skill sets required for GBS success in new areas and expanding the location short-list to newer markets
- Overcoming organisational resistance and building effective partnerships
- Measuring and demonstrating the business impact of expanded GBS services
STREAM B: ENABLING GBS TRANSFORMATION
3:40 pm - 4:10 pm Mastering End-to-End Processes: The GPO Playbook for GBS Success Cindy Shi - Head of Amway Global Business Services, Amway China- From Strategy to Execution: Practical tools for aligning and integrating end-to-end processes across GBS
- Breaking Barriers: Overcoming challenges in global process ownership and stakeholder alignment
- Customer-Centric Innovation: Enhancing CX through shift-left thinking and 100-day impact plans
4:10 pm - 4:40 pm
Afternoon Break & Refreshments
4:40 pm - 5:10 pm
SSON Impact Awards Asia 2024 Gold Winner Spotlight – Diversity & Inclusion: Allianz Services
Nurmurniza Md Zakaria -
Head of Operations TGBS,
Tenaga Nasional Berhad GBS
Research findings present overwhelming evidence that diverse teams outperform homogeneous groups on complex tasks, leading to improved problem solving and increase innovation. Hear from Reena Phanichkrivalkosil, Engagement Manager from Allianz on the different initiatives that led to their Gold Win at last year’s SSON Impact Awards.
- Working on our DE&I initiatives from a grassroots level, involving all business functions
- Creating awareness to change instilled biases and social conditioning
- Sharing of our innovative achievements in the space of DE&I including: AMAN, MUDRA, and more
5:10 pm - 5:40 pm
SSON Research & Analytics Insights | The 2025 Top 20 Most Admired SSO/GBS in the World Uncovered! Find Out What Sets Them Apart & How Benchmarking is Key to Continuous Improvement
Syazana Lim -
Senior Analyst & Head of Product,
SSON Research & Analytics
Yasutaka Zushi - Takeda Business Solutions, Finance Solutions Japan/China Head & Japan Site Lead, Takeda Pharmaceutical Company Limited
Naveen Mohan - GBS Head - Asia-Pacific, Siemens Technology and Services Pvt. Ltd.
SSON Research & Analytics has just published its Top 20 Most Admired SSOs/GBS 2025 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.
Yasutaka Zushi
Takeda Business Solutions, Finance Solutions Japan/China Head & Japan Site LeadTakeda Pharmaceutical Company Limited
5:40 pm - 5:40 pm
Chairperson’s Closing Remarks and End of Conference Day 1
Rajeev Mall -
Vice President, Global Business Services,
Mondelēz International
6:30 pm - 9:45 pm
SSON Impact Awards Asia 2025 – 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
