19 - 20 November, 2019 | Sands Expo & Convention Centre, Singapore

Conference Day 1

8:00 am - 8:45 am Morning Refreshment and Registration

8:45 am - 9:00 am Opening Greeting from SSON

SSON welcomes you to Asia’s #1 gathering for Shared Services, Business Services and Outsourcing professionals! Join us at this opening session as we highlight the Top 3 trends in Asia’s SS&O market
Naomi Secor, Global Managing Director at SSON

Naomi Secor

Global Managing Director
SSON

Jamie Tan, Programme Director at SSON

Jamie Tan

Programme Director
SSON

Sudhir Dasamantharao, Director, Global Business Services and Chief Transformation Officer APAC at Boston Scientific

Sudhir Dasamantharao

Director, Global Business Services and Chief Transformation Officer APAC
Boston Scientific

Solidifying Asia’s Foothold in the Global SSO Market

9:10 am - 9:40 am Opening Keynote – “Connecting to your Mothership” | Forging Stronger Partnerships with Enterprises to Strengthen your SSO’s Seat on the Table

SSOs bring more value to enterprises than just lower costs, but the only way to translate this value is by truly understanding your enterprise. This remains especially challenging when your SSO is remote, off-shore and far away from HQ. How then, can you collaborate better with the wider enterprise? How can you demonstrate the value your SSO brings to drive greater enterprise agility?
  • Investing in the vision of your enterprise and moving away from being a mere stakeholder manager
  • Closing the “location gap” between the enterprise and the SSO – How to?
  • Demonstrating the value SSOs bring by anticipating internal and external customer needs 
Sumit Mitra, Chief Executive Officer at TESCO Global Business Services

Sumit Mitra

Chief Executive Officer
TESCO Global Business Services

“Location, location, location” – we all know this is the most important decision when it comes to setting up new SSOs. Asia enjoyed labour and cost arbitrage in the past but this phenomenon is now changing with the emergence of new European and Latin American countries as popular locations. As enterprises start to re-evaluate existing off-shore strategies, how else can Asia continue to future-proof its competitive edge?
  • Analysing existing location strategies and understanding the shift in Asia’s advantage
  • Moving away from “low-cost” towards “right-cost”, and from “off-shore” to “right-shore”
  • Leveraging on the influx of technology and digital tools as a critical component to remain competitive

How Will This Work?
In preparation for SSOW Asia 2019, we will survey our attendees and ask them what strategies they have in mind to solidify Asia’s competitive advantage. The top 10 strategies will be compiled by the SSON team and will be shown on screen at SSOW Asia 2019. The audience will be asked to rank the top 10 strategies and our keynote panel will address each strategy in detail according to importance.
 
What Will You Learn?
Not only will you get on-the-ground insights from fellow practitioners, you will also hear from SS&O leaders from major Asian SSO hubs as they validate the pros and cons of each solution. This is your chance to bring home 10 strategies you can implement within your SSO to solidify the roots of your Asian centre. 
Paul Bartley, Chief Operating Officer at Odfjell Driling

Paul Bartley

Chief Operating Officer
Odfjell Driling

Gagandeep Singh, Managing Director GBS Asia Pacific at Swarovski Global Business Services

Gagandeep Singh

Managing Director GBS Asia Pacific
Swarovski Global Business Services

Christina Zhang, GBS Lead; Vice President, Head of APMEA Shared Services Centre at McDonald's

Christina Zhang

GBS Lead; Vice President, Head of APMEA Shared Services Centre
McDonald's

Priyaranjan Jha, Leader, Global Business Services at PepsiCo

Priyaranjan Jha

Leader, Global Business Services
PepsiCo

10:20 am - 10:40 am Speed Networking Session

10:40 am - 11:10 am Morning Refreshments and Networking Break

Bridging the “Automation Disparity Gap”

11:10 am - 11:40 am Scaling with Intelligent Automation – Dairy Farm’s Story: Planning a Smarter Journey

From starting a small project to scaling a large operation, gain first-hand insights into Dairy Farm’s journey and learn the do's and dont's of successfully rolling out intelligent automation across your organisation, including:
  • Choosing the solution that best suits your business needs
  • Setting clear benchmarks and identifying roadblocks
  • Moving beyond traditional RPA: Implementing AutoML & Intelligent Automation
Sponsored by WorkFusion


Tom van der Lee, Chief Financial Officer at Dairy Farm

Tom van der Lee

Chief Financial Officer
Dairy Farm

11:40 am - 12:20 pm Myth-Buster Audience Interactivity Session – We Asked YOU! Top 10 Steps to Make Intelligent Automation (IA) Projects Successful and Harness the True Potential of RPA + Cognitive + Analytics

Many of you have told us 2 things: you remain sceptical of RPA, and you cannot obtain enough ROI to justify further investments in this technology. Your experience with RPA implementation have also shown us that the road to successful deployment remains challenging, and the goal of expansion remains seemingly out of reach. Disparity continues to exist between expectations and post-implementation reality – and in this 40-minute myth-buster session, we help you identify the top 10 steps you need to take to make your RPA implementation, deployment and expansion successful.
  • Navigating the obstacles towards successful RPA deployment
  • Re-organising your SSO processes to actualise the optimal adoption of RPA
  • Scaling up RPA – How to?
 
How Will This Work?
In preparation for SSOW Asia 2019, we will survey our attendees and ask them what steps they think is necessary to make RPA adoption successful. The top 10 steps will be compiled by the SSON team and will be shown on screen at SSOW Asia 2019. The audience will be asked to rank the top 10 strategies and our keynote panel will debate on each step further according to importance.
 
What Will You Learn?
Take-away 10 well-validated steps from fellow practitioners and industry leaders that you can implement in your SSO and make your next RPA implementation a successful one.  

12:20 pm - 1:30 pm Networking Lunch

What’s New in 2019? You Said, We Listened!

Interactive Discussion Groups – 2 Rotations/Topics @ 50-minutes each
SSOW Asia 2019 features 30 different IDGs, equally split across both days. Our IDGs are specially curated based on each function/priority in your SSO, allowing you to zone-in and focus on the topics that matters 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.

Creating Value, Driving Agility, Transforming Functions

Strategy

1:30 pm - 3:10 pm Roundtable A | Planning and Launching SSOs – Where To Begin?
  • Defining the most fundamental steps in launching a new SSO
  • Balancing stakeholder and business objectives
  • Making the most difficult decisions from the beginning – Location, process and technology 
Sonal Agarwal, Head of APAC GSO Shared Services at LinkedIn

Sonal Agarwal

Head of APAC GSO Shared Services
LinkedIn

Strategy

1:30 pm - 3:10 pm Roundtable B | Digital Transformation in GBS – A Reality check of AI-Based Solutions in Document Driven Activities
  • Human Intelligence (HI) vs. Artificial Intelligence (AI) – Battle or synergy?
  • Utilising advanced cognitive skills for the digital workforce
  • Assessing which technologies provide the fastest ROI and other benefits to SSC
  • Embracing future developments in AI & RPA
KK Tung, Head of Enterprise Sales Asia at ABBYY

KK Tung

Head of Enterprise Sales Asia
ABBYY

Strategy

1:30 pm - 3:10 pm Roundtable C | Leap-frogging the SSO Maturity Curve
  • Moving beyond the standard journey and implementing robust growth strategies
  • Optimising on innovation and technology to make the growth jump
  • Transforming processes to be future-ready  
Sumit Mitra, Chief Executive Officer at TESCO Global Business Services

Sumit Mitra

Chief Executive Officer
TESCO Global Business Services

Strategy

1:30 pm - 3:10 pm Roundtable D SSON Analytics – Benchmarking Metrics Discussion
Syazana Lim, Lead Research Analyst at SSON Analytics

Syazana Lim

Lead Research Analyst
SSON Analytics

Finance Transformation

1:30 pm - 3:10 pm Roundtable E | Disrupting Finance with Digital – Building Digitally-Enabled Finance CoEs
  • Strengthening Finance capabilities
  • Integrating digital and technology in existing activities and processes
  • Embracing disruption and preparing for change
Krishna Ramachandran, Global Head of R2R and Lead RPA at Royal Philips

Krishna Ramachandran

Global Head of R2R and Lead RPA
Royal Philips

Finance Transformation

1:30 pm - 3:10 pm Roundtable F | Standardising Global Payroll Systems for Seamless Operations and Management
  • Automating global payroll systems – Key steps
  • Managing compliance and governance
  • Retaining control and managing data 

HR & Employee Experience

1:30 pm - 3:10 pm Roundtable G | Adopting Best Practices in Change Management and Business Transformation
  • Identifying possible cracks and “weakest links” in any transformational journey
  • Enabling large-scale transformation
  • Bolstering SSO processes and workforce 
Sai Yew Yeoh, Group Director, People Department at VietJet Air

Sai Yew Yeoh

Group Director, People Department
VietJet Air

HR & Employee Experience

1:30 pm - 3:10 pm Roundtable H | Re-Designing Employee Experience – Creating Environments that Engender Collaboration, Innovation and Overall Motivation of the Workforce
  • Ending the silo mentality and designing structures that facilitate cross-practice work
  • Empowering the workforce through effective employee engagement
  • Cultivating a collaborative environment 

Technology & Innovation

1:30 pm - 3:10 pm Roundtable I | Optimising the Right Automation Tools – RPA is Not Everything!
  • Choosing the most optimal automation tool for your SSO processes
  • Why I decided not to do RPA – Looking at business objectives and ROI
  • Determining what works best 
Kingston Seet, General Manager, GBS Malaysia at BT

Kingston Seet

General Manager, GBS Malaysia
BT

Technology & Innovation

1:30 pm - 3:10 pm Roundtable J | Bots & Brains – Integrating “Humans” and “Technology” for Technology Success
  • Embracing the concept of “co-working” in the rapidly changing SSO environment
  • Defining the next generation of high-diversity, high-performance digital workforce
  • Equipping employees with new skills and competencies needed for the digital workforce 
Priyaranjan Jha, Leader, Global Business Services at PepsiCo

Priyaranjan Jha

Leader, Global Business Services
PepsiCo

Technology & Innovation

1:30 pm - 3:10 pm Roundtable K | End-to-End Intelligent Automation – Moving Towards an Integrated Approach of RPA + Analytics + Cognitive
  • Maximising value through end-to-end Intelligent Automation
  • Adopting IA Platform-as-a-Service and moving beyond the low hanging fruits
  • How can we accelerate automation in a sustainable manner? 

Process & Operations

1:30 pm - 3:10 pm Roundtable L | Embracing Seamless Processes and Operations through Global Process Ownership
  • Understanding the business case for developing Global Process Owners (GPOs)
  • Designing and implementing a scalable structure for GPOs
  • Adapting governance guidelines to support GPO success 
Gagandeep Singh, Managing Director GBS Asia Pacific at Swarovski Global Business Services

Gagandeep Singh

Managing Director GBS Asia Pacific
Swarovski Global Business Services

Process & Operations

1:30 pm - 3:10 pm Roundtable M | Taking a Step-by-Step Approach to Process Mining
  • Mapping out the key steps to process mining
  • Capturing necessary data for critical processes
  • Utilising process mining tools to identify bottlenecks and optimise automation
Prithesh Prabhu, Head of Operational Efficiency at ME Bank

Prithesh Prabhu

Head of Operational Efficiency
ME Bank

BPO & Outsourcing

1:30 pm - 3:10 pm Roundtable N | Collaboration not Competition – Working Better With Vendors and Partners
  • Forging stronger partnerships with vendors to achieve best possible outcomes
  • Aligning goals and objectives
  • Navigating common obstacles in managing multiple vendors and partners 

BPO & Outsourcing

1:30 pm - 3:10 pm Roundtable O | Analysing the Changing Business Models of the Outsourcing Industry
  • Understanding changing contracting models in today’s technology-heavy environment
  • Reviewing new and unique offerings from BPO providers – Why are they still key?
  • Marrying BPO with technology for optimal business outcomes 
Rajeev Mall, President and Representative Director at Coca-Cola Bottlers Japan Business Services Inc.

Rajeev Mall

President and Representative Director
Coca-Cola Bottlers Japan Business Services Inc.

3:10 pm - 3:40 pm Afternoon Refreshments and Networking Break

Integrating the 3 Pillars of Digital Transformation to Create Added Value

STREAM A | Future Workforce

3:40 pm - 4:10 pm Learning from Lufthansa Services Philippines’ Journey in Balancing “Soft” and “Hard” Skills to Create A “Future-Fit” Workforce
  • Nurturing a workforce fit for the future
  • Balancing the need for technical skills with the emphasis on critical “soft” skills for technology deployment
  • Supporting digital transformation through “soft” but critical skill-sets and capabilities 
Sharmini Krishnan, Managing Director at Lufthansa Services Philippines

Sharmini Krishnan

Managing Director
Lufthansa Services Philippines

STREAM A | Future Workforce

4:10 pm - 4:40 pm Championing Diversity Within Ingram Micro’s SSO – Culture, Generation, Gender and More
  • Managing global diverse workforce beyond generations
  • Implementing robust diversity strategies to foster strong workforce collaboration
  • Embracing diversity to attain optimal business results 
Thomas Haseneder, Global Head, Global Business Services Finance Services at Ingram Micro

Thomas Haseneder

Global Head, Global Business Services Finance Services
Ingram Micro

  • Adapting existing practices to be fit for the future workforce
  • No one size fits all – Exploring best practice change management practices
  • Managing large-scale transformation 
Peter Tow, Director, Project Management Office at Western Sydney University

Peter Tow

Director, Project Management Office
Western Sydney University

Sai Yew Yeoh, Group Director, People Department at VietJet Air

Sai Yew Yeoh

Group Director, People Department
VietJet Air

Tony Liu, Director HRSSC at Samsung Electronics

Tony Liu

Director HRSSC
Samsung Electronics

Claudio Quadarella, Executive Director, Operational Excellence at Standard Chartered Bank

Claudio Quadarella

Executive Director, Operational Excellence
Standard Chartered Bank

Sai Kuan Yuen, Assistant Chief Executive & Director (Service, Innovation & Compliance) at VITAL Shared Services, Ministry of Finance

Sai Kuan Yuen

Assistant Chief Executive & Director (Service, Innovation & Compliance)
VITAL Shared Services, Ministry of Finance

STREAM B | Technology & Automation

3:40 pm - 4:10 pm Driving Efficiency and Cutting Costs in Royal Philips’ HR Services through Innovation and Automation Solutions
  • Evaluating how cognitive technology and Intelligent Automation can improve HR processes
  • Increasing value through AI recruiters
  • Adopting cognitive technology in on-boarding programmes to streamline processes
Krishna Ramachandran, Global Head of R2R and Lead RPA at Royal Philips

Krishna Ramachandran

Global Head of R2R and Lead RPA
Royal Philips

STREAM B | Technology & Automation

4:10 pm - 4:40 pm Improving Business Agility and Operational Excellence through Electrolux’s Digital Productivity Platforms – IT Shared Services
  • Exploring Electrolux’s Digital Productivity Platform and how it streamlines operations through automation
  • Implementing task automation tools across enterprises to resolve integration challenges
  • Optimising workflows through RPA, OCR, document management systems and more
Vihang Shah, Head, Centre of Excellence, Digital Productivity at Electrolux

Vihang Shah

Head, Centre of Excellence, Digital Productivity
Electrolux

STREAM B | Technology & Automation

4:40 pm - 5:10 pm Stream Panel | Building Effective Bot Business Continuity Management Strategies
  • Implementing processes in place to deal with bot discontinuity – What happens when Bots goes sick?
  • Extracting value from “Bot failure” and optimising your Bot investment
  • Demonstrating the importance of Bots and Brains working in tandem 
Kingston Seet, General Manager, GBS Malaysia at BT

Kingston Seet

General Manager, GBS Malaysia
BT

Krishna Ramachandran, Global Head of R2R and Lead RPA at Royal Philips

Krishna Ramachandran

Global Head of R2R and Lead RPA
Royal Philips

STREAM C | E2E Process Transformation

3:40 pm - 4:10 pm Transitioning from Intelligent Business Solutions to Global Value Organisation through Diageo’s E2E Process Transformation
  • Maximising the effectiveness and efficiency of transformation
  • Embracing the importance of moving closer to both internal and external customers
  • Executing an effective change management strategy to support E2E process transformation 
Vipin Radhakrishnan, Managing Director, Business Services India & Global Source to Pay Director at Diageo

Vipin Radhakrishnan

Managing Director, Business Services India & Global Source to Pay Director
Diageo

STREAM C | E2E Process Transformation

4:10 pm - 4:40 pm Harnessing Process Mapping and Process Mining to Achieve 80% Improvement in Efficiency and Service – ME Bank’s Transformation Journey
  • Integrating BPM technology with bots to improve service and efficiency
  • Taking a step-by-step approach to process mapping, data collection, automation and process mining
  • Maintaining cost optimisation for operations 
Prithesh Prabhu, Head of Operational Efficiency at ME Bank

Prithesh Prabhu

Head of Operational Efficiency
ME Bank

STREAM C | E2E Process Transformation

4:40 pm - 5:10 pm Stream Panel | Optimising Knowledge-Based Activities to Deliver Meaningful Value for Customers
  • Leveraging on knowledge-based activities to generate commercial value and meaningful insights
  • Highlighting the power of data and analytics within SSOs
  • Nurturing a continuous improvement culture and championing the shift towards high-value services 
Samir Kumar, Managing Director, Corporate and Investment Bank at JPMorgan Chase & Co.

Samir Kumar

Managing Director, Corporate and Investment Bank
JPMorgan Chase & Co.

Gavin Ifield, Head of Global Transformation – Global Business Services at AECOM

Gavin Ifield

Head of Global Transformation – Global Business Services
AECOM

Sheryl Lim, Head, GBS R2R & P2P, Singapore & Malaysia at Siemens

Sheryl Lim

Head, GBS R2R & P2P, Singapore & Malaysia
Siemens

5:10 pm - 5:15 pm Intermission – Back to Plenary Hall

5:15 pm - 5:50 pm SSON Analytics Exclusive! How The 2019 Most Admired SSOs Use Metrics & Benchmarking To Drive Serious Growth

SSOs have always been focused on monitoring KPIs and keeping close tabs on how benchmarking can drive best-in-class performance. However, practical application of all those numbers is different, and it can be a challenge to know if you are even evaluating the right numbers. 
 
Ahead of SSOW Asia 2019, we asked about your top 3 challenge areas in terms of metrics/KPIs and what metrics you would most like to benchmark yourselves against. During this session, top practitioners from SSON’s 2019 “Most Admired SSOs” uncover these challenges and discuss the real business benefits from crunching the aggregated data of their peer set and beyond.
 
Participants will benefit from:
  • Hearing about top challenge areas in terms of metrics/KPIs and learning how to overcome them
  • Discovering top 3 ways to maximise shared services organisations metrics
  • Finding out how to normalise the data collection as you mature
  • Utilising roadmap forecasting to establish a baseline for simulating future data for comparison
Syazana Lim, Lead Research Analyst at SSON Analytics

Syazana Lim

Lead Research Analyst
SSON Analytics

5:50 pm - 6:00 pm Chairperson Closing Remarks & End of Conference Day 1

Sudhir Dasamantharao, Director, Global Business Services and Chief Transformation Officer APAC at Boston Scientific

Sudhir Dasamantharao

Director, Global Business Services and Chief Transformation Officer APAC
Boston Scientific

6:00 pm - 7:00 pm Cocktail Reception

7:00 pm - 9:00 pm SSON Impact Awards Gala Dinner

Themed Shanghai Night, 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