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

Agenda Day 1

8:00 am - 8:15 am Registration and Breakfast

8:15-10:00 Workshops A-F


8:15 am - 10:00 am SSC and GBS Masterclass – Designing, Planning and Implementing Digital Business Services
Setting up a SSC or GBS enables organisations to benefit from improved agility and scalability, meeting the needs of the business, reduced costs, better analysis of existing data, and impact on the top and bottom line. In this deepdive Workshop, learn more about getting the concept right, finding shortcuts through automation including robotics, building the business case and taking the business with you.

In particular, the workshop will enable you to:
• Discover the “needs to know” for location strategy
• Establish a clear roadmap for change, and clarity and vision for your transformation
• Understand your new market, the talent capabilities and the opportunities for future growth
• Take a balanced approached to RPA and other automation (as part of setting up)
• Importance of stabilisation (and not just focussing on Go Live)
• Build effective governance models
• Learn from companies who have set up in the region about what they did, and crucially, what they would do differently.


8:15 am - 10:00 am Intelligent Automation – Design, Development and Delivery
According to SSON’s 2018 Report, over 50% of European SSCs have yet to start to test or implement RPA, despite all of the hype surrounding this exponentially growing industry. Given the enterprise-wide benefits, efficiency savings, and increases in productivity associated with automating mundane, repetitive tasks, what is holding them back?

In this session, learn how:
•RPA should be considered in the wider context of your intelligent automation strategy
•How to kickstart “digital” – understanding what to prioritise when it comes to automation
•“Bot PR” – the importance of getting buy-in from your human workforce, and how to tackle the “fear factor” associated with automation
•Training, development, and setting up a centre of excellence – how to harmonise your human and bot teams
•Do processes need to be standardised and simplified before you can “take the plunge”?


8:15 am - 10:00 am Next Generation Future Finance Business Services – Tips and Tricks to Expand Your Scope
Of the 2,000 SSOs in Europe, over 60% of them hold some form of F&A activity. Finance and Accounting has historically been the first function transferred into a Shared Services framework, and the first to see efficiencies when it comes to automation and process transformation. But with nearly half of European SSOs focussing 75% of their activity in transactional activities, how can Finance SSO leaders move up the value curve to focus on less transactional work and add ever greater value back to the business?

In this session, hear from a leading Finance Shared Service Centre leader about how they have successfully:
•Expanded into non-traditional areas, such as tax, treasury and analytics
•Extended the scope of finance within Global Business Services
•Harnessed big data and analytical tools to drive predictive decision-making, and how they are delivering exponential value back to their business


8:15 am - 10:00 am Global Business Services Transformations – Creation of Global Mindset Shifts
Serviceware SE
For years, Global Business Services has been hailed as being the Holy Grail of the SSC model, offering unparalleled saving in efficiency and increased process efficiency. And yet, with only 5% of European centres operating or moving towards a Global Business Services model, it seems that many organisations are struggling to realise the benefits. 

In this session, hear from Global Business Services leaders about the strategies that they have employed to:
•Successfully transform to become Global Service entities
•To manage their end-to-end processes on a global scale
•Address the challenges associated with this transition, and learn how, for these centralised groups to succeed in a digital era, leaders must focus on agility, customer service, and talent development, in addition to cost reduction and process efficiency.


8:15 am - 10:00 am Forward-Looking People Services – Creating the Business Case for Value-Added HR Shared Services
HR Services now have the ability to play an integral role in supporting the C-suite in their people strategy. Far from being “back office” solutions, GBS and SSO HR leaders are now innovating, optimising, and crucially, delivering savings and knowledge-based work at an unprecedented level. 
These organisations have pulled ahead, recognising the positive impact of a best practice approach. In these pioneering “People Services” organisations, HR provides valuable problem solving and analytic capabilities which support business success.

In this session, hear from leading HR SSOs about how they are:
•Driving innovation within their business
•Utilising data analytics
•Ensuring that they improve their customer service, leveraging innovative technologies, and delivering enhanced people operations which impact every member of their organisation.


8:15 am - 10:00 am Eliminate 30% of AP Errors with Trusted Supplier Data
APEX Analytix

Supplier data is the foundation of the source-to-settle process–  from who you do business with to how and when you pay them. But capturing and maintaining accurate vendor data can be a challenge.

In this collaborative session:
• Explore the business impact of poor data.
• Discover three easy steps for scrubbing, supercharging and continuously improving vendor master files.
• Learn how to use artificial intelligence and 3rd-party databases to validate, score and enrich supplier records.
• Hear how improved vendor master data can transform shared services.
• Walk away with a how-to plan for your business.

10:00 am - 10:15 am Morning Refreshments

Invest Lithuania

10:15-12:00 Workshops G-L


10:15 am - 12:00 pm Interpreter, Adapter, Leader or Expert? Creating a Strategy for Your SSO Career
It takes years of effort to effectively position a career, and yet, many SSO leaders fail to put the time and effort into their careers that they need to succeed. If we accept that careers don’t “just happen” but that they take years of effort and positioning in order to achieve your career goals. In 2018, SSON conducted a survey in the US Business Services industry which uncovered four types of Shared Services professional, and in 2019, we are bringing the survey to Europe! In this session, join leading industry influencer, Deborah Kops, as she unpicks the different personality types attracted to SSOs, and together, you uncover tips and tricks for your leadership style and career.


10:15 am - 12:00 pm Moving Beyond “Automation Adoption” – Deep-diving into your RPA Programme
Over two thirds of European SSOs are currently setting up Centres of Excellence, the majority of which are supporting RPA, AI, Business Process expertise and Data Analytics within businesses.
In this session, discover:
  • What are the key components beyond using RPA merely as a tool, and moving towards broader, value-driven performance for your business?
  • How can RPA inform decisions surrounding “big data”, and business decision-making?
  • Discussion point - will we even be talking about RPA in 2 years time, or will it be BAU?


10:15 am - 12:00 pm Scoring BIG with adidas 3-Step Strategy for O2C Shared Services: People, Process and Technology
What is the right approach to developing a continuous improvement plan? How do you deal with cultural variations and mindset while turning differences into assets? Does Artificial Intelligence have practical use-cases for order-to-cash shared services? Join Anna Nowak, GBS Director, Order-to-Cash Process Excellence at adidas as she shares her onground experience of working with the evolving workforce and driving continuous process improvement. And Daniel Chapman, AVP Strategic Account at HighRadius as he talks about his wealth of experience in working with customers to help streamline their process and why advancements in technology are so important in becoming a Shared Service Centre of Excellence
Key Takeaways:
People: Working with and turning cultural/geographical differences into strategic assets.
Process: How crossdepartmental function and structuring your o2c process to support a dynamic and growing business in a strategic, tactical and global way
Technology: Understanding of the types of problems AI and ML can solve in your environment and which ones it can’t


10:15 am - 12:00 pm Employee Engagement – Work Life Balance
Adaptive Group LTD
According to Aon’s 2018 Global Trends in Global Employee Engagement report, Europe is once again the lowest scoring region in the world when it comes to engagement, and is 5% below the global average. With numerous studies showing a clear link between engagement and productivity, European SSO leaders need to be prioritising engagement in order to deliver value back to the business…if you aren’t prioritising this, you are hurting your bottom and your top line. In this session, discover:
  • The numerous factors that impact upon employee engagement outside of salary
  • What you need to do to create a culture that delivers high productivity, and retention
  • How to encourage a work/life


10:15 am - 12:00 pm AI powered decision making – what comes after you have implemented RPA?
According to SSON’s 2018 Report, 63% of European SSCs are either testing or planning some form of Artificial Intelligence within their BSO. However, as the lines between “traditional automation”, RPA, and AI become more and more blurred, what are the key criteria Business Services leaders need to establish in order to kick-start an Artificial Intelligence programme?

In this session:
•Do you need to have embarked upon an RPA programme before you can start looking into AI?
•A discussion on the opportunities and limitations of AI (Chatbots, NLP, and beyond)


10:15 am - 12:00 pm Creating A Customer Excellence Strategy
As the distance between consumers and companies narrows, so too does the distance between service providers and their Business Units. When it comes to buzzwords, the term “customercentricity” has never been used more, and yet there remains confusion as to how to balance exceptional service with ongoing efficiency savings. In this session, learn how one organisation is putting the customer at the heart of its 2025 strategy, transcending the “servant/master” relationship in order to deliver enhanced, trusted service which has a tangible value to the business.
In this session learn how to
  • Balance your CX strategy with your targets
  • Harness employee satisfaction to deliver great service, every time
  • Listen to and learn from your most important stakeholders in order to deliver enhanced operations.

12:00 pm - 1:00 pm Lunch & Main Conference Registration

1:00 pm - 1:10 pm SSON Opening remarks

1:10 pm - 1:20 pm Opening Remarks from the Chairperson & SSON Analytics Polling Questions

Sandy Khanna, Managing Director, Group Business Services at BT

Sandy Khanna

Managing Director, Group Business Services

1:20 pm - 1:45 pm A Strategy For the 2020s And Beyond – Envisioning Digitally Empowered, Demand Driven Service

In this opening Keynote address, take a look into the future of the Business Services industry. Hear one business services leader’s vision for the DNA of the Business Services Organisation of the future - driving transformation and leveraging technology in an entrepreneurial and market driven spirit, focussing on not just RPA, but a plethora of other new technologies including workflow automation, cognitive computing and data analytics. It is undeniable that Digitalisation and Process Expertise are becoming ever closer, and in this session, hear about how digital services and value add solutions will add even greater business value and customer satisfaction.
Alexander von Thielmann, Senior Vice President Shared Services at Siemens

Alexander von Thielmann

Senior Vice President Shared Services

1:45 pm - 2:10 pm Delivering Complex Business Change – Creating Global Business Services Which Drive Leadership and Value

In this session hear how the third-largest retailer in the world, with revenues of £60bn, is in the process of setting up GBS from scratch. Understand how the mantra “everything starts with the customer” is driving Tesco’s GBS strategy, and how GBS reports into the Group executives, ensuring a seat at the table when it comes to truly owning and delivering upon business transformation initiatives. Discover the challenges posed with setting up a Target Operating Model for a FTSE 100 organisation, and, looking towards 2025 and beyond, what the vision of the “future state” of operations looks like for this global giant.

2:10 pm - 2:55 pm The Intelligent Automation Presidential Debate - Bridging the Gap Between Reality & Expectation

It has been four years since RPA and Intelligent Automation exploded onto the Business Services scene in Europe, and despite the substantial up-take of robotics automation projects over the last 18 months, the level of scepticism amongst GBS and Shared Services practitioners remains high. Despite numerous case-studies showing the benefits of IA, there continues to be a high degree of confusion, hesitation, and doubt about the role of automation, with widespread uncertainly continuing to delay investment and extend POCs. Many late adopters are still reluctant to pull the trigger.

The IA Presidential Debate will cut straight to the chase and tackle customers’ distrust in an increasingly crowded software vendor market. This debate comes at an opportune time as companies are at a critical juncture, trying to figure out if they’re doing it all right or all wrong.

With Presidents from: Infosys BPM, Blue Prism, and Antworks

2:55 pm - 3:20 pm The Evolution Story: Leveraging Intelligent Automation to Optimize End-to-End Processes

The last step in the RPA evolution story is establishing and implementing an enterprise-wide RPA operating model that is inline with your digital strategy. A strong model lays the groundwork for future advances in automation by creating a strong foundation that includes critical elements like governance, standard processes and effective communication. This plenary session will examine how one organisation has moved from to piloting and evaluating the process scope and activities, to establishing an RPA programme, and to full-enterprise wide adoption.

3:20 pm - 3:50 pm Afternoon coffees - plus a LIVE Technology Demo, hosted by WorkFusion at their Exhibition Booth


3:50 pm - 3:55 pm Stream Sessions - Maturity Curve Groups Begin

Planning & Launching

3:55 pm - 4:00 pm A quick-fire networking opportunity for YOU! Make 5 new friends in 5 minutes!

Planning & Launching

4:00 pm - 4:25 pm Automating highly complex processes with unstructured data: Selecting Integrated Automation Platform (IAP) vs Traditional RPA


3:55 pm - 4:00 pm A quick-fire networking opportunity for YOU! Make 5 new friends in 5 minutes!


4:00 pm - 4:25 pm Invitation Only: ONESOURCE Case Study: Solving the Centralised Statutory Reporting Challenge
Thomson Reuters
Many businesses are looking to drive efficiency and reduce cost in their statutory reporting process through centralisation and standardisation. However, there are some major challenges to overcome including a lack of country specific knowledge and local language requirements. Hear how Thomson Reuters ONESOURCE Statutory Reporting, with local country best practice reporting templates covering over 40 jurisdictions and a translation functionality that mitigates the need for language skills, enabled the streamlining of the statutory reporting process and helped drive efficiencies in the global business of a large MNE.

Adding Value

3:55 pm - 4:00 pm A quick-fire networking opportunity for YOU! Make 5 new friends in 5 minutes!

Adding Value

4:00 pm - 4:25 pm The New Future of Operational Excellence in Shared Services
In the five years since Raiffeisen SSC was created from scratch, this service organisation has developed into a multifunctional 1,400 FTE customer-centric hub which works 24/7 and specialises in high-value operations. 

In this session, learn how they have shifted from the “efficiency first” mind-set, and are now re-evaluating their ways of working with the customer in mind. Discover how they are continuously adapting to customer feedback, looking at implementation and an agile approach to deliver business objectives, and understand how “self leadership” is helping them to prepare their teams to support the future vision of shared services. 

SSO Transformations

3:55 pm - 4:00 pm A quick-fire networking opportunity for YOU! Make 5 new friends in 5 minutes!

SSO Transformations

4:00 pm - 4:25 pm Target Operating Model Transformation – What to do when “Going Global” hasn’t gone to plan
Many global organisations hold GBS up as the “holy grail” of shared services, but it’s not the right course of action for everyone. 
Hear how Telenor Group has made the strategic decision to “de-globalise” GBS, divesting IT from shared services.

In this session, discover:
•When to address the strategic rationale of TOM transformation
•How this transformation is leading to a challenging of the negative perception of SSC
•When to notice and how to address the need for change

GBS Evolutions Forum

3:55 pm - 4:00 pm A quick-fire networking opportunity for YOU! Make 5 new friends in 5 minutes!

GBS Evolutions Forum

4:00 pm - 4:25 pm Global Service, Global Talent – How Getting the Basics Right has Led to Attrition Dropping by 20%
In this session, hear from Todd Naughton, VP GBS about how following on from the leading the business transformation, GBS set up, and company integration at Zebra, he now spends most of his time on global talent. 
Understand how under his leadership:
•Attrition has decreased from 38% to under 10%, and how employee engagement has risen to 88%
•GBS is guided by the strategy “everyone deserves a good leader”
•How the organisation is employing innovative R&R programmes, and is creating a culture where people can raise issues to leadership

4:25 pm - 4:30 pm 5 Minute Changeover

Planning & Launching

4:30 pm - 4:55 pm Lessons Learnt Panel: Lift & Shift, Location Strategy, Addressing the Scope of Your SSO
There are so many things to consider when setting up a SSC/GBS organisation from scratch, and whether this is your first time or your fifth, there are still lessons to learn.

In this session, learn from SSO leaders about their top tips and tricks regarding SSO launch:
•How to decide which TOM is right for you
•Understanding key drivers – what is the catalyst for business service?
•Linking location strategy to your long-term goals


4:30 pm - 4:55 pm Lessons Learnt Panel: After Stabilisation, What’s Next?
You’ve picked the location, you’ve onboarded your first FTEs, and you’ve lifted and shifted your processes. Your SSO is up and running and stablised, but before you get too comfortable, remember that there is no BAU within Business Services. What’s next?

In this session, hear from panelists who are looking at optimising their service offering. 

•What are the best practices for measuring your performance
•Deepening and widening your SSO scope – which to tackle first
•Getting the buy-in for enhanced operations

Adding Value

4:30 pm - 4:55 pm Lessons Learnt Panel: What is “Value Add” Anyway?
Tapping into the experiences of senior SSO professionals understand what you can be doing to support your SSO and the wider organisation. 

Stepping beyond the jingoistic term of “value-add activities leaders share what they are actually doing to drive their SSC forward and challenge the perception that SSOs are transactional process factories.

SSO Transformations

4:30 pm - 4:55 pm Lessons Learnt Panel: 10 Reasons Transformations Fail…And What You Can Do About It!
In this frank panel discussion that comes from a refreshing perspective, hear from transformation and SSO leaders about ensuring your SSO transformation delivers on its targets. Whether your transformation programme is floundering or you are about to embark on a new project, hear firsthand the key things you need to get right:
•Training your team for change management
•The importance of communication 
•How imperative it is to get your leadership on board, and how to do so

Everyone knows that SSOs are no longer the places for solely transactional work, but for many, the term “shared service” still holds negative connotations. Hear from SSO leaders who are successfully challenging the established perception of business services and have become truly valued business partners. 

Points covered will enable you to:
• Prove the value of your service
• Raise the profile of Business Services within your organisation
• Uncover the emerging role of social media in employee engagement and BSO business development
• Should you be customer-centric or business partner focussed?

Sandy Khanna, Managing Director, Group Business Services at BT

Sandy Khanna

Managing Director, Group Business Services

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

4:55 pm - 5:00 pm 5 Minute Changeover

Planning & Launching

5:00 pm - 5:25 pm Overcoming Objections and Starting the Engine of Change - Accelerating Towards Multifunctional Business Services
In this transformative case-study, hear how £26bn turnover automotive giant Jaguar Land Rover is revolutionising its organisational set up to incorporate a multifunctional business services organisation which can scale and deliver at pace. Discover how this organisation is combating objection handing and is successfully leveraging the maturity of its parent company’s GBS organisation, Tata Motors, through knowledge sharing, automation, and a focus on end-to-end ownership

•How to build a SSC brand, vision and values, internally and externally
•Getting buy-in…getting senior leaders to support transformation and change
•How to successfully implement enhanced processes to time, scale, and delivery.


5:00 pm - 5:25 pm No Mandate, No Problem: Establishing a Global Service Framework for Fragmented Business Services
So much has been written about the benefits of Global Business Services, but what happens when an organisation doesn’t have a global sponsor, mandate or leader to support and drive forward a single vision?
Fresenius-Kabi have done just this –adopted a strategy for greater cohesion between their global shared services hubs without a central mandate. Learn how, up until very recently, these centres were operating differing target operating models, processes, and delivering a range of activities to their organisations, but how the centres are now collaborating to develop a single vision for expansion.

Adding Value

5:00 pm - 5:25 pm From the Bottom to the Top of the League: A Tale of Cultural Change and Digitalisation
Santander Operations Shared Services in the UK has undergone a huge transformation over the last 5+ years going from being at the bottom of the league on customer satisfaction to being in the top 3. This in addition to saving £70m+ via the deployment of c300 robots and a robust command centre approach has helped the organisation to grow significantly. This is all underpinned by a cultural change with the main focus being on bringing people along the journey with a core set of values.

SSO Transformations

5:00 pm - 5:25 pm People Enabled Change – Modernising Corporate Services Through Customer Satisfaction Focus
Every SSC Transformation has an element of politics, but at the European Bank for Reconstruction and Development, this is more the case than most. 

Within the EBRD, Corporate Services is seven years old, and is undergoing a change to modernise the service.

EBRD give insight into;:
•How the organisation has embarked on a transformation “from functional to integrated”
•How processes are being transformed across functions
•Dealing with “employees for life” alongside large-scale transformation
•How they are focussing on advanced analytics within CS in order to add enhanced value back to the business

GBS Evolutions Forum

5:00 pm - 5:25 pm Repositioning Business Services - Sharing the Journey of Transformation
In this session, hear how Swiss Re has managed a large-scale re-evaluation of their Business Solutions Organisation, which has ultimately led to them handing managed services back into the business. Learn how this shift has led to the business solutions division (a team of c.2,300 people, spread globally) sitting in more of a “consultancy-type” role within the organisation.
Discover how the company is utilising robotics and prioritising talent management, whilst simultaneously transforming customer satisfaction and getting the infrastructure in place for long-term, sustainable growth.

5:25 pm - 5:30 pm 5 Minute changeover - Move back into Main Plenary Room

5:30 pm - 6:00 pm Talking About Talent: The Link Between A Strong Company Culture and Strong Company Performance

6:00 pm - 6:10 pm Key Highlights from SSON’s 2019 State of the Industry Survey

Your 2019 Judging Panel:

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

Chris Gunning

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

Irina Chernousenko, Interim Director for Finance & Accounting Shared Services Centre at JLL

Irina Chernousenko

Interim Director for Finance & Accounting Shared Services Centre

Kamila Grembowicz, Senior Vice President Global Business Services at Adidas

Kamila Grembowicz

Senior Vice President Global Business Services

Joanne Griffin, EMEA Accounting Operations Director at LinkedIn

Joanne Griffin

EMEA Accounting Operations Director

Mike Stops, Group Director Service Centres at NSG

Mike Stops

Group Director Service Centres

Bobby Abraham, Vice President Finance Transformation at AstraZeneca

Bobby Abraham

Vice President Finance Transformation

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

Fraser Kirk

Vice President Global Human Resources Shared Services Programme

Andrew Parris, Director of Shared Services at Tarmac

Andrew Parris

Director of Shared Services

Phil Priest, Senior Vice President Global Business Services at Smith & Nephew

Phil Priest

Senior Vice President Global Business Services
Smith & Nephew

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

Sarunas Suipis

Vice President Operations and Managing Director
Western Union Processing Lithuania

Grace Winters, SSC Director at Abbott

Grace Winters

SSC Director

Ramkumar Ramaswamy, General Manager, Strategy Finance Operations at Shell

Ramkumar Ramaswamy

General Manager, Strategy Finance Operations

6:30 pm - 7:00 pm SSOW Cocktail Reception

If you are staying at the Palacio Estoril, you might already be aware that in the midst of World War Two it was the international spy headquarters for the Allied Powers. You might also know that it was the inspiration for one of those spies, Ian Fleming, to create a character that would remain a British and global icon over 75 years later, and the setting of the now infamous Casino Royle.

To celebrate the history of Estoril, join us at our “007 Casino” themed party, directly following our SSON Impact Awards.