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.
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
Interactive Discussion Group: Creating Value Through Experience, Workforce and Culture
• Why employee and customer experience are becoming strategic differentiators
12:30 pm - 1:30 pm
Networking Lunch Break
1:30 pm - 2:10 pm
Measuring What Matters
• Moving beyond traditional SLAs and operational KPIs
• Developing outcome-based performance metrics
• Demonstrating contribution to business performance and strategic priorities
• Communicating value effectively to executive stakeholders
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
