11 - 14 May, 2020 | Estoril Congress Center, Estoril, Portugal

Agenda Day 2

7:30 am - 7:45 am Coffee & Registration (plus private, invitation-only "Woman in business services" breakfast)

7:45 am - 7:50 am SSON Opening Remarks & Polling

7:50 am - 8:00 am Chairman's Opening Day Two

8:00 am - 8:25 am From “Back Office” to “One Office": How Mars Global Services is Pole-Vaulting to Maturity

Hear from Angela Mangiane, President of Mars Global Services (MGS), about they have overhauled and redefined an organisation which for years was struggling to mature and to add tangible business value.

Understand how, over the past two years, Angela and her teams have re-energised the 2,400 employee-strong business services organisation, challenging the perception that a role in MGS equals being subservient to the wider organisation, and how they have created a culture of continuous, grassroots improvements. Learn how, through their "we are all digital" campaign, they saved 300,000 hours in 2018 through automation, and how through a targeted hiring campaign they are creating a culture whereby business services is seen as a vital part of the wider organisation and not a separate entity.  

8:25 am - 8:50 am Robotics for Finance Back-Office Operations: Stress Test Completed

Faurecia’s car equipment parts are present in 1/3 of all vehicles in Europe, and therefore the organisation has to juggle with just-in-time delivery from 300 factories worldwide, which requires a clinical financial efficiency from their multiple shared service centres. In this inspiring keynote session, hear from Christophe, who in the last two years has enabled a GBS organisation with 1000+ people across 5 locations. Christophe will share his experience of transforming the Finance operations with a comprehensive automation platform rather than integrating separate point solutions. The original goal was set to enable scaling to thousands of robots in tens of complex processes, previously manual, with global deployment and standardisation, with further steps into HR and supply chain. Find how it has gone, and walk away with clear ideas for your future automation strategy...

8:50 am - 9:30 am Digitalising Outsourcing Transformation – The Future of the Industry

It is undeniable that the rise of automation, analytics, and artificial intelligence (AI) has vast implications for the future of the outsourcing industry. The pace at which these industries have ballooned has led to the death of the FTE model, but the theory that outsourcing and digitization are mutually exclusive, is false. Focusing on omni-channel experiences, leveraging efficiencies through implementing intelligent automation, and creating customized experiences is becoming the norm, but precisely how are outsourcing trends impacting the SS/GBS industry?.
This panel will explore the key trends impacting business services; How far into the transformation journey are we, what are the challenges that the industry faces. What are the elephants in the room that we need to address in this journey?
Grace Winters, SSC Director at Abbott

Grace Winters

SSC Director

Kamila Grembowicz, Senior Vice President Global Business Services at Adidas

Kamila Grembowicz

Senior Vice President Global Business Services

9:30 am - 9:55 am Intelligently Automating at Scale – Have We Reached a “Tipping Point?”

The Digital Workforce journey throws up questions you'd never thought to ask. In this session Remko Heerings, RPA Business Consultant from Medtronic, shares his insights into the approach they have taken to address some of the key RPA implementation challenges, including mapping your RPA environment, preparing your IT infrastructure and defining user access. Remko will also be sharing his take on operational excellence and the future of workload management. This session is designed to supply attendees with a best practice RPA guide for IT and Business professionals alike.

9:30 am - 9:55 am 30 MINUTE Invitation-Only Masterclass: Fed up with a never ending close and ready to embrace change?


9:55 am - 10:45 am Demo Drive (25 minutes) & Networking Coffee Break

10:00 am - 10:45 am 30-Minute Invitation Only Masterclass - Reinventing the back office leveraging intelligent automation


10:45 am - 12:55 pm SSC Starter Pack– Setting up from scratch to deliver maximum business value


10:45 am - 12:55 pm Blockchain & Business Services – A Discussion on Future Application & Innovation


10:45 am - 12:55 pm Change Management – Cope with Transformation Execution Challenges & Drive Through Your Agenda


10:45 am - 12:55 pm Automating your Human Resources Service – Establishing Harmony between Bots & People


10:45 am - 12:55 pm Expanding the Scope of Business Services


10:45 am - 12:55 pm Finance Process Automation in Business Services –Where to start?


10:45 am - 12:55 pm RPA Is One Part Of The Puzzle Of Digitalisation – What Are The Others?


10:45 am - 12:55 pm Hire-to-Retire Process Excellence


10:45 am - 12:55 pm Global Service, Global Problem? How Important a Sactor are Global Issues on Business Services?


10:45 am - 12:55 pm Order-to-Cash Process Excellence


10:45 am - 12:55 pm Procure-to-Pay Process Excellence
Hosted by: Tradeshift


10:45 am - 12:55 pm Record-to-Report Process Excellence


10:45 am - 12:55 pm Business Process Management and Workflows


10:45 am - 12:55 pm Automation vs Roboticisation…Knowing What Form of “Digital” Will Best Enhance your Operations


10:45 am - 12:55 pm Onboarding Process Transformation – Why Getting the Process Right from the Start will Lead to an Engaged and Loyal Workforce


10:45 am - 12:55 pm Creating a Culture of Continuous Improvement and Constant Value Add


10:45 am - 12:55 pm Artificial Intelligence in Business Services… Re-imagining the boundaries


10:45 am - 12:55 pm Customer Centric Service – Manage & Delight Your Customer


10:45 am - 12:55 pm Workplace Discussions – Creating Exceptional, Inspirational Places of Work to Drive Productivity


10:45 am - 12:55 pm Outsourced Service – How to Get the Most out of your Hybrid Model


10:45 am - 12:55 pm Setting up Centres of Excellence

Chris Gunning, Global Functional Owner - COE /  GBS - Accounts & Commercial / Finance at Apollo Tyres

Chris Gunning

Global Functional Owner - COE / GBS - Accounts & Commercial / Finance
Apollo Tyres


10:45 am - 12:55 pm Digital Talent, Future Workforce Trends


10:45 am - 12:55 pm Owning your 2.0 Process Transformation – Are we at the End of “End-to-End”?


10:45 am - 12:55 pm Adding Value in the HR GBS of the Future – From Set-Up to Data, Bots, and Talent Acquisition

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

Fraser Kirk

Vice President Global Human Resources Shared Services Programme


10:45 am - 12:55 pm Transformation Challenges – When “Going Global” isn’t going to plan

Ramkumar Ramaswamy, General Manager, Strategy Finance Operations at Shell

Ramkumar Ramaswamy

General Manager, Strategy Finance Operations


10:45 am - 12:55 pm What is the Optimum level of Attrition Within Business Services?

12:55 pm - 1:45 pm Networking Lunch (Invitation-Only Private Lunch)

Jiangsu Province

12:55 pm - 1:45 pm Networking Lunch (Invitation-Only Private Lunch)

Uruguay XXI

1:45 pm - 1:45 pm Functional Fast Tracks Begin

Finance Innovators Summit

1:45 pm - 1:55 pm Functional Speed-Dating

Finance Innovators Summit

1:55 pm - 2:20 pm Creating a “SWAT” Team for Finance Innovation
Accountants will know that the Finance function is not one that has been historically associated with creativity. Hear how Fortune 500 organisation Mol Group’s diversification into areas such as renewables, consumer service and car sharing is leading to back office transformation, with the finance function coming up with creative solutions to solve enterprise-wide problems and transformation initiatives. Understand how this Oil & Gas giant has moved away from “the cost” discussion and are now focussing solely on value – acting similarly to in-house consultants to the wider business. 

HR Transformation Summit

1:45 pm - 1:55 pm Functional Speed-Dating

HR Transformation Summit

1:55 pm - 2:20 pm Setting the Foundation for HR Innovation – People Remain Key
In this session, hear how NYSE-listed $20bn biotechnology company Thermo Fisher is moving from a traditional HR structure into a “scalable standardised service” by actively engaging with its stakeholders to harmonise processes and technology, removing a tangle of legacy systems and varying processes.
Learn about the tips and tricks Wendy has used to get senior sponsorship and buy-in for the HR transformation programme, breaking down the “us and them” dynamic that is often typical of SSC set-ups, and how she has successfully established relationships with her wider business to establish the key processes and behaviours that need to change. Learn how she is utilising process-mapping and new technologies to facilitate this, but how ultimately, she believes it is the ability to build strong relationships that will determine the success or failure of any transformation.

Multi- Functional Excellence Summit

1:45 pm - 1:55 pm Functional Speed-Dating

Multi- Functional Excellence Summit

1:55 pm - 2:20 pm Establishing Trust in Service – The Journey from Back Office to Front Office
In this session, hear from Kay Flynn about how Eli Lilly’s 750 person-strong GBS organisation have successfully created a business that is truly customer-centric, successfully shifting into a multifunctional SSC that directly interacts with patients and internal customers alike. You can’t deliver customer excellence without exemplary employee experience, and in this session, hear how Kay has created a culture of value creation and innovation to ensure that both productivity and service delivery remain high. 

Intelligent Automation Disruptors

1:45 pm - 1:55 pm Functional Speed-Dating

Intelligent Automation Disruptors

1:55 pm - 2:20 pm “Digitalisation has Fundamentally Transformed How Our Business Services Organisation is Perceived”
Hear how RPA and other forms of automation have been the driving force for changing how EDP Valor’s SSC is viewed by the wider business, and how the SSC is now seen as the key to digital transformation. Discover how, through “embracing digital” EDP Valor have transformed into becoming an award-winning business services organisation, with this innovation hub winning awards for employee productivity, and how they are utilising multiple aspects of Intelligent Automation (RPA, AI, and cognitive) to achieve this goal.

Developing Business Services

1:45 pm - 1:55 pm Functional Speed-Dating

Developing Business Services

1:55 pm - 2:20 pm Making Data Analytics Accessible at Carlsberg
Carlsberg is undergoing a change to become a Datapowered company. This is being fueled by Data, Analytics, Insight Creation and Action with Data being at the heart of this change. Data strategy in Carlsberg is built around the ambition of connecting key data sets across the entire organisation and building data driven programs with actionable insights and reporting that drives value across Carlsberg Group. Making data accessible helps salespeople, marketers and executives to understand what is going on with the business and, more importantly, to know what to do next.

All this is being supported by cutting edge technology and the multidisciplinary team. A connected organisation manages all stages of the big data journey, from data acquisition all the way up to product development, deployment and expansion with a user-friendly release management and
communication strategy.

First results are already visible with a number of exciting firstgeneration data products being launched. Predictive churn tool is one of the recent use cases where Data Science team has looked at every possible piece of data to predict if a customer is at risk to stop trading with
Carlsberg. With that, an early warning system has been designed that will help country directors, regional managers and sales representatives to identify accounts which are at risk. The early warning system will help keep customers trading with Carlsberg instead of going elsewhere.

Join this session to hear from Carlsberg VP Dave Marton, an Executive Sponsor of the Data program, about how Data is at the core of Carlsberg’s next generation operating model.

2:20 pm - 2:25 pm 5 Minute changeover

Finance Innovators Summit

2:25 pm - 2:50 pm Interactive Panel Session: Leading Finance – Becoming a Strategic Business Partner - with Barilla, Pearson, Enhanced Personal Security Provider”
As finance leaders get closer to their businesses and to their customers, there is a need for them to be retrained into strategic partnership positions. In this session, hear how senior finance leaders are:

•Utilising big data effectively to focus on delivering maximum impact
•Developing trust in service
•Value-add activities…moving away from the transactional and towards knowledge-based activities.

HR Transformation Summit

2:25 pm - 2:50 pm HR Transformation Panel Discussion – is automation now a prerequisite to transformation?
Senior HR leaders with a wealth of experience in HR transformation programmes give exclusive insight into their top tips and tricks for success including:

•Establishing the foundations of HRSSC transformation
•Next-gen innovation – putting the “Human” back in human resources
•Technology and HR discussions - is automation proving a “solve all” solution for HR?

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

Fraser Kirk

Vice President Global Human Resources Shared Services Programme

Multi-Functional Excellence Summit

2:25 pm - 2:50 pm Creating a Continuously Improving Organisation: 20% Black Belt by 2021!

Intelligent Automation Disruptors

2:45 pm - 4:10 pm Interactive Panel Session: Scaling Up RPA

Developing Business Services

2:25 pm - 2:50 pm Moving In-House - High Quality Service in a High-Growth Operation
Following the decision to move their finance operations in-house, DHL’s Business Services Operations grew by 70% in 2018, and is now 4,000 people strong. In this session, hear about just some of the successful elements of this shift, to in-house delivery. Learn how their transformation incorporates people and automation, including building up a Virtual Delivery Centre which successfully compliments their Human Delivery Centre, and after 1 year has 240 virtual employees. Discover how they are moving up the value chain at a rapid rate, whilst putting governance in place to monitor this rapid expansion, and how they have stepped up service delivery and grown in areas such as logistics and operations.

2:25 pm - 3:25 pm Invitation-only Private Learning Lab: Robotics Designed for Back Office

This Learning Lab uses real-word cases from enterprise customers to share core lessons on how to embrace and truly scale financial process robotics. A demonstration will show how to easily select robots and assemble a robotic process. This session will focus on finance (R2R, O2C, P2P, …) in the back-office and shared services, across SAP®, ERP and associated applications, with demonstrations of fully-robotised processes such as Balance Sheet Reconciliation, Journal Entry, Intercompany Reconciliations and Close Task lists etc. Learn how Redwood Robotics™ solutions helps companies achieve more with less resources, by delivering proven technologies that can be deployed at scale without the typical costs and burdens associated with traditional RPA development, maintenance and IT infrastructure management. We’ll show how to customize what you need quicker and easier than ever, from a catalog of thousands of ready-to-use robotic services, combining them with our deep domain expertise across Finance, HR, Supply Chain and IT.
Discover how you can achieve a flexible approach to robotic processing using pay-as-you-go and predictable pricing.

2:50 pm - 2:55 pm 5 minute changeover

Finance Innovators Summit

2:55 pm - 3:20 pm Disrupt the Disruption with Customer and Supplier Risk Management

HR Transformation Summit

2:55 pm - 3:20 pm The Journey From SSC to GBS: Establishing the Development of People-Centric, Value-Added Services
In this session, hear from Claus-Peter, Senior Vice President of HR Special Services at Deutsche Telekom Services Europe about how they have successfully migrated 75% of their organisation to GBS, servicing over 140,000 employees. Discover how through GBS transformation they successfully delivered significant headcount reductions and have developed an automation programme which has delivered savings of 60 FTEs.
Beyond this, however, learn how DT have remodelled their customer experience through utilising workflow management tools, incorporating bots, Artificial Intelligence, and a new focus of simplification and digitalisation. 

Multi-Functional Excellence Summit

2:55 pm - 3:20 pm Understanding the Possibilities for Future HR Innovation
Hear how Leiden University has set up its new HR SSC in 2019 Q1, and how it is using the lessons learned from its finance SSC to embrace automation and CI from the outset. They will cover:
  • The vast improvements that are being put in place to drastically alter how HR will run
  • How continuous improvement initiatives are at the heart of the organisation
  • Employing Artificial Intelligence initiatives from the outset to facilitate value add

Intelligent Automation Disruptors

2:55 pm - 3:20 pm Next Level Automation – Robotics in a Hybrid Model
Robotics takes automation in shared service to the next level. The challenge lies in moving to an automation-enabled operating model and adapting to ever-changing business needs in order to ensure:
• What are the future capabilities of robotics?
• What is the impact of robotics on the shared service market
• How do humans and machines work together to enable maximum business impact?

Developing Business Services

2:55 pm - 3:20 pm Establishing your Results-Driven customer Excellence Programme
Shell has one of the largest and most progressive shared services networks in the world, which is on the cusp of significant digital transformation. As a process-focussed organisation, they now have to decide how their process landscape will evolve as a result of digital transformation.
In this session, hear how Ramkumar is navigating data and analytics, looking and governance and quality, digitalising operations and technologies, and looking at advanced change management tools such as design thinking. Understand how Shell is building its capabilities beyond just RPA, and how it is putting in place the strategy for its future vision of world-class operations.
Ramkumar Ramaswamy, General Manager, Strategy Finance Operations at Shell

Ramkumar Ramaswamy

General Manager, Strategy Finance Operations

3:20 pm - 3:25 pm 5 minute changeover

Finance Innovators Summit

3:25 pm - 3:50 pm Transforming the Finance Function of the Future for the Digitalised, GBS Age
Discover how Ingram Micro, 45bn turnover technology company, has transformed its finance shared service centre into a GBS model with 80% process coverage. Discover how they kicked off the SSC journey with a lift-and-shift approach but without a global mandate, but how, in the last two years, they have established a clear mission, strategy and vision which is connected to culture and end-to-end processes ownership and accountability.  Understand their plans for further standardisation, further bot automation (targeting 100 by the end of 2019) and their future plans to establish GBS as a strategically imperative part of the business. 

HR Transformation Summit

3:25 pm - 3:50 pm Understanding the Possibilities for HR Innovation
In this session, hear how Credit Suisse have led a "180 degree" turnaround in their innovative and award-winning HR Operations team, which has been recognized for business excellence by peer organizations.
Learn how, by successfully delivering a transformative agenda, they have developed a digitally integrated system within AI and robotics, whilst continuously looking at their operations through the lens of their internal customers; their employees.
Discover how, through driving everything in HR through one single portal, they have had over 1,200,000 visits to the platform, and how they are now working with both structured and unstructured data to provide service excellence. However, despite this innovation, automation is seen as just one of several pillars to success - join this session to hear more!

Multi-Functional Excellence Summit

3:25 pm - 3:50 pm Workforce and Workplace Transformation – Establishing Strategies for Generation Y, Z, and Beyond
Everyone knows that employees’ expectations of their roles and their workplaces are changing. With an ever mobile workforce, and reallocating generational leadership, organisations need to be proactively addressing this challenge. Today’s (and tomorrow’s) employees demand more flexibility, enhanced employee experience, and more opportunities for progression and development than ever before, and it is essential that organisations are prioritising this, as it relates to financial strategy. This keynote will examine global workforce trends, the upskilling of talent, and the innovative strategies that organisations are employing to win the war for talent. 

Intelligent Automation Disruptors hosted by Automation Anywhere

3:25 pm - 3:50 pm How to scale up successfully in your RPA journey?
After a PoC and the first developments are done it’s important to reach the RPA scale-up phase, in order to realise maximum benefits across your enterprise. There will be some parameters which you will need to be mindful of as you progress on your scale-up journey:
  • How to identify multiple candidates for RPA
  • What requirements are needed to speed up in the development?
  • How can upcoming CR be handled?
  • What are the biggest time-crunchers and impediments to a successful scale up?

Developing Business Services

3:25 pm - 3:50 pm Creating a culture of service excellence in SSC
In this case-study session, hear how Velux have created a comprehensive training programme with their customer in mind, which is being rolled down to the whole SSO. The programme, centered around service excellence, is looking at the fact that there needs to be a greater level of understanding between the organisation and business units – with the organisation understanding how the SSO helps the wider business, and the SSO understanding what service excellence looks like. Through truly implementing a “know your customer” programme, Velux have been able to improve service delivery metrics, and are breaking down the “us and them” dynamic which can be typical of Business Services.

3:50 pm - 3:55 pm Back to plenary

3:55 pm - 4:40 pm Big Ideas Keynote: Artificial Intelligence in Business-Facing the Future, Today

In 2019, no-one can deny the fact that the term “AI” has become a buzzword, and yet there remains considerable confusion and scepticism from Business Leaders about what the term means, and what the practical applications of Artificial Intelligence could be. Whilst 63% of European SSOs are in planning or testing stage for some form of AI in the coming year*, there is a huge gap between planning and seeing the results of implementation, and the majority of SSO leaders do not feel they have ready access to data required to leverage new IA solutions, or a clear understanding of the potential of these new solutions for their operations.
Against this backdrop, hear from renowned AI technology strategist Clara Durodié about the true potential impacts of AI; not merely within Business, but within wider society as a whole. In an informative and engaging session:
  • Where to start with AI, and how should it factor into your strategy?
  • Global trends in AI adoption – are you ahead of or behind the curve?
  • Discussing the ethics of AI – what are the implications on your workforce, and how can you adequately prepare and train them to deal with this increasingly important tool?

Hosted by: Clara Durodié, AI Technology Strategist and Big Ideas Speaker

4:40 pm - 5:10 pm Afternoon Networking

5:10 pm - 5:40 pm Panel Discussion: Future Service & The Move to Digital - What are the impacts on your Human Workforce?

The World Economic Forum estimates that by 2025, 52% of tasks will have been taken over by some form of robotics or automation. Against this backdrop, we will examine the advanced automation and technological innovations such as chat bots, interactive agents, natural language processing that some BSOs are deploying and the potential implications of this activity on the human workforce. It will discuss how businesses need to be preparing for the age of automation and how they have a duty to ensure their “human workforce” has all the necessary tools at their disposal to support this change.

4:40 pm - 5:10 pm Invitation-Only Women in Business Services Breakout Session

Caroline Basyn, Global Chief Information Officer and Global Business Services Officer at Mondelez Business Services

Caroline Basyn

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

5:40 pm - 6:10 pm Structured and Unstructured Data – RPA Case Study


6:15 pm - 6:25 pm Chairman´s Closing Remarks and invitation to offsite drinks

6:30 pm - 6:30 pm SSON Sunset Party!

For the second year in a row, SSOW will be returning to the stunning Forte de Cruz on Tamariz Beach in Estoril for our SSOW Party! Enjoy a glass of bubbly overlooking the ocean with us!