ASIA’S NO. 1 SHARED SERVICES & GBS EVENT
23 October | Post-Conference SSON Focus Day: The GBS Value Creation Playbook
As GBS's continue to mature, traditional measures of success such as cost savings, efficiency and SLA performance are no longer sufficient. Business leaders increasingly expect GBS to contribute to growth, innovation, workforce transformation and enterprise-wide decision-making. As GBS's continue to mature, traditional measures of success such as cost savings, efficiency and SLA performance are no longer sufficient. Business leaders increasingly expect GBS to contribute to growth, innovation, workforce transformation and enterprise-wide decision-making.
The GBS Value Creation Playbook: Moving Beyond Service Delivery to Enterprise Impact
10:00 am - 10:30 am
Morning Refreshments & Registration
10:30 am - 10:35 am
Welcome & Housekeeping Address from SSON Network
10:35 am - 10:40 am
Opening Remarks from the Chair
10:40 am - 11:20 am
Case Study: Delivering Specialist Expertise as a Service: Redefining Value Creation in Financial Services Operations
Shakira Snowdon -
Country Head of Philippines,
Pepper Money
Examining how Pepper Money is evolving its Manila operations from a transactional support centre into a specialist service organisation that improves responsiveness, decision quality and business outcomes across critical financial services functions.
11:20 am - 12:00 pm
Case Study Designing Employee-Centric Shared Services: Applying Luxury Service Principles to Workforce Support
Jacintha Koh -
Head of People Services,
Moet Hennessy
Exploring how Moët Hennessy is reimagining HR shared services by applying customer-centric service principles to improve employee experience, strengthen workforce engagement and create measurable business value.
• Embedding personalised, high-quality service experiences that increase employee trust, engagement and satisfaction
• Balancing automation and efficiency with human interaction to maintain service quality at scale
• Leveraging workforce data and insights to proactively identify needs and improve service delivery outcomes
• Demonstrating how employee experience excellence contributes to retention, capability development and organisational performance
12:00 pm - 12:30 pm
From Delivery Centre to Strategic Capability Hub: Creating Business Value Through a Financial Services GCC
Sooraj Anand -
VP (MGS-GCC),
Mizuho
- Expanding the GCC's role from operational delivery to providing specialist capabilities that support business growth and strategic priorities
- Building trusted partnerships with business stakeholders through deeper domain expertise and collaborative service delivery
- Leveraging data, digital technologies and process innovation to improve service quality, decision-making and operational performance
- Measuring success through business outcomes, stakeholder value and enterprise impact rather than traditional delivery metrics
12:30 pm - 1:30 pm
Networking Lunch Break
1:30 pm - 2:10 pm
Creating Business Value Through Capability-Led Global Business Services
Aryo Primagati -
Head of Planning & Strategic Projects, Regional Center of Excellence,
Grab
Exploring how Grab is building Centres of Excellence that connect planning, governance and execution to drive strategic transformation, strengthen decision-making and deliver business value across its diverse regional operations.
- Building specialist Centres of Excellence that move GBS beyond operational delivery to support strategic transformation and enterprise-wide business outcomes
- Aligning planning, governance and execution to strengthen collaboration between GBS, business functions and regional stakeholders
- Scaling operational excellence and standardisation while maintaining the flexibility needed to support diverse market requirements across the region
- Leveraging data, AI and cross-functional expertise to enable better decision-making, continuous improvement and measurable business impact
2:10 pm - 2:40 pm
Group Exercise: Creating a Practical Roadmap for Transformation
Developing Your GBS Value Creation Roadmap
• Assessing organisational maturity and readiness
• Prioritising value creation opportunities
• Identifying capability, talent and technology requirements
• Securing stakeholder buy-in and executive sponsorship
2:40 pm - 3:00 pm
Interactive Discussion Group: What Will Create the Most Value in the Next Three Years?
• AI and intelligent operations
• Specialist services and advisory capabilities
• Experience-led service delivery
• Workforce transformation and capability building
• Enterprise-wide business partnering
