Week 1 Tuesday, 8th September: Keynotes (Free to Attend)

10:00 am - 10:45 am The world has changed, And so should you! Explore the best-kept secrets of the world's most successful teams to implement a growth mindset

Matthew Syed - Best Selling Author,, Thought Leader

Growth mindset is the psychological ingredient that underpins great organisations. People in this mindset see success as dynamic in nature. They are less worried about what they know now than about how quickly they can learn. Precisely because of this perspective, they look for new information, update their assumptions, and are not afraid of their mistakes.

This rings particularly true for all businesses and GBS leaders as we are emerging into a new world that has just suffered a devastating global pandemic crisis. As we focus on rebuilding our businesses and operating models, the right psychology is the starting point for all the other things – agility, adaptability, innovation, continuous improvement – that are so important to our future post COVID-19. We need to get away from self-justification and status quo bias - and change the world.

In his keynote Matthew will explore some of the best-kept secrets of the world's most successful teams, as well as bring insights from psychology, anthropology and data science. He will highlight how to implement a growth culture and the difference that that can have on performance – both at an individual level and at an organisational level.


Matthew Syed

Best Selling Author,
Thought Leader

Today’s companies compete at the level of ability to change and the speed of it. Industry wide transformation are taking place on daily bases. How are sharing services and GBS organisations supporting business strategies and leading these transformation are not only critical to shared services organisations but to the entire company. Hear from top level GBS and shared services leaders on strategies and tactics that they are implementing to drive this:

·        Connecting and aligning with the mothership vision

·        Building the process backbone for the company to set the foundation for transformation

·        Establishing shared services as the next-generation incubator for digital, automation and AI capabilities

·        Becoming the data hub and nerve centre to support business strategy decision making

·        Becoming the talent incubator: Developing and exporting talent to other areas of business 


Geeta Malhotra

Vice President, Head of Global Business Services


Caroline Basyn

Global Chief Information Officer and Global Business Services Officer
Mondelez Business Services


Tony Saldanha



Michael van der Ploeg

Vice President Global Business Services


Christian Mertin

EY Global GBS Solution Lead Partner

11:30 am - 12:00 pm Keynote Panel: Shoring Strategies & COVID-19: The realities of Offshoring, Nearshoring and Onshoring

Sanjay Patel - SVP and Global Head of Takeda Business Solutions, Takeda
Sumit Mitra - Chief Executive Officer, TESCO Global Business Services

As the country boarders closed up, the trend of reverse globalisation resurfaces. Will this disappear when the pandemic is over or will this be a longer term trend that will reshape how businesses making decisions on their offshore strategies? This panel will bring the industry leaders to share their thoughts and predict the trends that will redefine the very core of the shared services industry.


Sanjay Patel

SVP and Global Head of Takeda Business Solutions


Sumit Mitra

Chief Executive Officer
TESCO Global Business Services

11:30 am - 12:30 pm Demo Drive from the Virtual Expo Hall

The virtual EXPO Hall is packed with the most relevant solution providers that will help you advance your shared services journey especially in the areas of digital transformation and process automation. All of them are showcasing their capabilities through demos and live chats. Grab your sandwich and make sure you take this time to visit all the exhibitors. 

Once you have visited all the booths, You are entitled to join a daily prize draw and stand a chance to win wonderful prizes including:

·        Amazon vouchers

·        Virtual gift cards

·        Exquisite wine/Champaign delivered to your home!

Prizes are given out every day! Make sure you don’t miss this great opportunity to visit vendors and win prizes!

Or even better, let us know if you’d like to book a private meeting with one of the sponsors and we’ll make sure you get all your questions answered! 

There is no better way to kick off the Start-Up & Innovation Zone than to hear from the Startup Zone sponsors about their unique product, value proposition, and the ROI they bring to shared services & GBS organisations. 

How It Works: Each startup has five minutes to pitch, focusing on how their product is a better solution than what is currently in the market and detailing what problem it solves for SSOs. Attendees will rate the pitch on a scale of 1-5; Based on the pitch you just saw, how likely are you to be interested in a further conversation? Ongoing voting through Wednesday, 9th Sept. The top rated startups will be invited back to the finalist pitch session on Thursday, 10th September at 12:30 PM where they will enter the Snakepit and participate in a line of questioning from SSON’s Startup Zone Advisory Committee. 

Current Participating Startups:  

Talent Alpha 

Bid Ops



Philipp Bartkowski

Senior Manager


Przemek Berendt

CEO, Founder
Talent Alpha


Edmund Zagorin

Bid Ops


Mahesh Vinayagam

CEO & Founder


Cem Dilmegani

Chief Commercial Officer

1:30 pm - 2:00 pm Keynote Case Study: Achieve Operational Resilience through Process Optimization

Andrew Pery - Digital Intelligence Consultant, ABBYY
Stefan Wenzel - VP Center of Digitization, Deutsche Post DHL

Operational resilience is vital in today’s business climate, demanding informed decisions based on intelligent assessment of exactly how your current processes, content and people interact and perform in practice. Only with this visibility and insight can you optimize processes to result in improved customer experiences and operational efficiencies. Many tools are available to help with process control and automation, but it is not always easy to decide which to apply without a clear picture of how those processes are working with the people that use them and the content that drives them.

In this session, we will show how several large organizations adopted best practices for achieving operational resilience and higher customer service through intelligent process discovery and content-centered automation:

• A global logistics company (DHL) reduces transaction costs through standardized global processes with the aid of intelligent automation technology

• A leading telecommunications company identifies process bottlenecks in customer service and HR and achieves operational improvements through data-driven insight 

Through these practical examples, we will demonstrate the value of achieving operational resilience by gaining an informed understanding of your operations – especially how their content (documents such as invoices, bills of lading, contracts) can be intelligently automated for efficiency, compliance and meeting service levels.  


Andrew Pery

Digital Intelligence Consultant


Stefan Wenzel

VP Center of Digitization
Deutsche Post DHL

2:00 pm - 2:30 pm CFO Spotlight: Decisive moves and lasting change to reboot finance

Rita Piçarra - Chief Financial Officer, Microsoft

Rita Piçarra

Chief Financial Officer

2:30 pm - 3:00 pm Interactive Panel on People First: Culture, engagement, and performance through crisis and beyond

Steve Rudderham - Head of Global Business Services, AkzoNobel
Sumit Mitra - Chief Executive Officer, TESCO Global Business Services

GBS and shared services are about people. During global crisis, the first priority for all shared services leaders to focus on is the wellbeing of their employees. Join this interactive session to zoom into key strategies to ensure the physical and psychological wellbeing of your people.

·        The power of the developing a people first strategy

·        Effective learning and training opportunities for career advancement

·        How can GBS build a strong pipeline and become the talent incubator for the company


Steve Rudderham

Head of Global Business Services


Sumit Mitra

Chief Executive Officer
TESCO Global Business Services

3:00 pm - 3:00 pm Conference Day 1 close

Join the judges and awards winners to find out the secrets behind the winning projects:

Bobby Abrahams Vice President Finance Transformation, AstraZeneca

Joanne Griffin, EMEA Accounting Operations Director, LinkedIn

Kay Flynn, General Manager Global Business Services, Eli Lilly

Phil Priest, Senior Vice President, Global Business Services, Smith and Nephew

Grace Winters, SSC Director, Abbott

Andrew Parris, Director of Shared Services, Tarmac

Kamila Grembowics, Senior Vice President Global Business Services, Adidas

Chris Gunning, Global Functional Owner – Centres Of Excellence, Apollo Tyres

Mike Stops, Group Director Service Centres, NSG

Irina Chernousenko, GBS Consultant, JLL

Fraser Kirk, Vice President Global Human Resources Shared Services Programme, Brambles

Sarunas Suipis, Vice President Operations and Managing Director, Western Union Processing Lithuania


Chris Gunning

Manager Transformation Services, Global Finance Process & Services
The HEINEKEN Company


Irina Chernousenko

Interim Director for Finance & Accounting Shared Services Centre


Kamila Grembowicz

Former Senior Vice President Global Business Services


Joanne Griffin

EMEA Accounting Operations Director
Former LinkedIn


Mike Stops

Group Director Service Centres


Bobby Abraham

Vice President Finance Transformation


Fraser Kirk

VP HR Transformation & Systems
GKN Automotive


Andrew Parris

Director of Shared Services


Phil Priest

Senior Vice President Global Business Services
Smith & Nephew


Sarunas Suipis

Vice President Operations and Managing Director
Western Union Processing Lithuania


Grace Winters

SSC Director


Ramkumar Ramaswamy

General Manager, Strategy Finance Operations

3:00 pm - 3:45 pm EY GBS Leaders Meetup Exchange (Closed Door)