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, 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
Interactive discussion: Key takeaways and action points
12:00 pm - 1:00 pm
Networking Lunch Break
1:40 pm - 2:20 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
