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

Workshops & Main Conference Day 1

8:00 am - 8:45 am #SSOW2020 REGISTRATION OPENS! Get ready for the Deep-Dive Workshop Morning: Insight, Roadmap, Share

Featuring 16 workshops, 3 hours of learning. Pick your top two!

8:15-10:00 Workshops A-F

WORKSHOP A

8:45 am - 10:15 am Unleash Innovation through collaboration and working with Startups
From the way in which startups think about problems to the way in which they tirelessly strive to improve their solutions, there are many aspects of the innovation lifecycle that progressive enterprises are learning to optimize by watching and collaborating with startups. New technology, ecosystems, user experience and data analytics represent just some of the domain areas if start up expertise that business leaders are infusing into their own operations. This workshop provides examples of areas and use cases where startups are helping to unleash innovation.
During this workshop attendees will learn how to:
·         Drive faster innovation adoption
·         Change behaviors
·         Reframe risk
·         Increase business value
·         Future proof the enterprise
Tangible Takeaway: Leave this session with solutions that accelerate both the adoption and successful outcomes associated with innovation.

WORKSHOP B

8:45 am - 10:15 am Unlocking Productivity and Performance through Employee Engagement
According to Gallup, Employee Engagement is on the UP! The percentage of engaged workers in the US (those who are involved in, enthusiastic about and committed to their work and workplace) is now at an all-time high of….34%?! Yes, that’s right, only just over 1/3 of employees would classify themselves as “engaged” in their work, with 13% stating they are “actively disengaged” and 52% saying they are “not engaged”. With numerous studies proving the link between engagement and productivity (companies with high EE scores outperform those with low scores by over 80%) it’s fair to say that if this isn’t a priority of yours, you will be hurting your bottom-line.
This workshop will address:
·         The numerous factors that impact upon employee engagement, outside of salary
·         What you need to do to create a culture that delivers high EE, productivity, and retention
·         How to encourage a work/life balance with your employees
Tangible Takeaway: Leave this session inspired and ready to take a critical look at your own employee engagement initiatives and to create an actively engaged, happy and productive workforce!

WORKSHOP C

8:45 am - 10:15 am Designing, Planning and Implementing Digital Business Services
Sponsors:
Proservartner
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 deep dive 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 focusing 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


WORKSHOP D

8:45 am - 10:15 am Creating your Next-Gen Future of Finance Function for 2025
Sometimes it is necessary to reinvent the wheel. Outdated legacy systems, manual, messy processes and workflows, and teams who need to be reskilled to embrace digitization are all common aspects of the pre-transformation journey within finance SSOs and GBS organizations. And yet, in 2020, the Finance SSO leader has a vast array of tools in his or her kit to proactively address functional and business-wide transformation. In this session, strategize how your finance function is required to transform, and walk away with a clear plan for the future.
You will discuss:
·         From “Back-Office” to “One-Office” – proactively moving up the value-chain to support enterprise-wide decision making
·         The role of predictive analytics, IA, and digitalization on your future operations
·         How to create SWOT teams for Finance who are trusted experts in their field.
Tangible Takeaway: Head back to your office with a clear-cut plan for your future finance success, understanding how to drive your continuous improvement and digitalization efforts, and all of the tools at your disposal to establish your function as valued and trusted business partners

WORKSHOP E

8:45 am - 10:15 am Navigating the Digital Transformation Landscape Effectively to Boost Bottom Line Results
Sponsors:
Serviceware SE
Yes, we know ‘Digital Transformation’ is a buzzword, even an outdated one maybe. However, today it’s widely agreed, that becoming a digital company is not a question of technology anymore. Technically, all Internal and Customer Services can be integrated and automated and can be provided in a more user-centric way than ever before. So why is Digital Transformation still a topic on our agenda? Because a lot of companies fail to generate bottom line profit out of their digital initiatives. This Workshop will look underneath the digital service transparency carpet and will discuss why a deeper understanding of how IT Services are made up, are consumed, are budgeted, and ultimately should be accurately cross-charged is essential, in order to obtain the desired financial results. Delegates will leave the session:
·         With an in-depth understanding of the challenges of running IT and Shared Services as a business
·         How to embrace the tools and methodologies available to cross-charge Services internally and to sell them externally
·         Knowing how they can design and introduce an Enterprise Service Marketplace
·         With new concepts for ensuring regulatory Compliance in complex cross-country service setups


Jo Hart, . at Serviceware

Jo Hart

.
Serviceware

WORKSHOP F

8:45 am - 10:15 am Design Thinking in Business Services – Ideate, Collaborate, Test, Tweak, and Repeat
It’s probably fair to say that we have all been in a situation in our lives, whether professional or personal, where we have failed to see the bigger picture or to consider the impact of our actions from another’s perspective. Design thinking creates a human-centric approach to transformation which creates a solution-based approach to problem solving complex problems.
In this workshop:
·         Understand the 5 stages of design thinking (Step One: Empathy, Step Two…)
·         Separate into functional areas (Finance, HR, IT) where you will be given real life, SSO-specific problems to solve using design thinking
·         Led by expert facilitators, participants will be given 40 minutes to hack their challenge, developing their roadmaps to solve the problem
·         Participants will test their strategies with the wider group, taking onboard feedback, and tweaking their strategy accordingly
·         Tangible Takeaway: Take the skills you have learned through adopting this human-centric approach back to your SSO, and design your own design-thinking workshop. Let us know how you get on!

WORKSHOP G

8:45 am - 10:15 am Driving Awesome Customer and Stakeholder Experience in your SSC: Avoiding key pitfalls
Shared services and GBS leaders often have multiple internal customers and stakeholders. While they might not be the customers in the traditional sense, providing them with a superior experience can yield significant benefits for the business, therefore a key area to focus. This workshop will provide a very interactive opportunity to draw experiences and insights from GBS and shared services leaders on what can potentially go wrong in customer and stakeholder experience management so you can avoid them. Learn:
·         How to identify your key customers and stakeholders and understand their expectations?
·         What are the key pitfalls to avoid when pursuing an improved customer and stakeholder experience for in shared services?
·         How can emerging technologies be used to create a better experience for shared services customers?
Salvatore Russo, GBS Strategy Director at AstraZeneca

Salvatore Russo

GBS Strategy Director
AstraZeneca

WORKSHOP H

8:45 am - 10:15 am Develop a continuous improvement culture on daily bases and create a learning organisation
As technologies such as Robotics and AI continue to disrupt the way we work, companies need to prepare their workforce not only for today’s challenges but for tomorrow’s competitiveness. The best way to prepare for the future is to develop a continuous improvement culture and create a true learning organisation. Join this workshop and learn:
·         Examining the new organizational and workforce ecosystem: Learning and work
·         Developing and maintaining a culture of continuous learning
·         How do we scale this to the entire organization? 
Peter Evans, Director, Continuous Improvement at LEGO

Peter Evans

Director, Continuous Improvement
LEGO

Ondrey Novotny, LCI Business Partner, Business Service Operations at LEGO

Ondrey Novotny

LCI Business Partner, Business Service Operations
LEGO

10:15 am - 10:45 am Networking Break

10:15-12:00 Workshops G-L

WORKSHOP I

10:45 am - 12:15 pm Next Generation Services: Taking Your Service Delivery Organization to the Next Level
Value creation falters when things are stagnate. So, it is essential to increase offerings in a manageable framework and rethink a traditional view of shared services.
In this workshop, participants will:
·         Create an outline for digital strategy
·         Map out sustainable governance structures for Intelligent Automation
·         Identify ways to continue to expand Centers of Excellence (CoEs)
·         Examine additional ways to expanded to regional or global delivery models
·         Evaluate ways to launch predictive and prescriptive analytics
·         Dissect ways to achieve business customization without losing efficiency
Tangible Takeaway: Head back to your office with a clear outline for digital, for AI, and for your SSO value expansion

WORKSHOP J

10:45 am - 12:15 pm The role of Global Process Ownership in the digital transformation era: Critical steps to a mature Global Business Services Model
Sponsors:
Adaptive Group LTD
The session will bring the comprehensive practitioner’s view on challenges of global business process management function and its role in SSC success - from SSC ‘Incubation Phase’ to a mature Global Business Services Model:
·         From strategy to execution – the role of the GPO in the organisation change
·         Process re-engineering and target operating model as the basis for effective GBS set-up
·         Develop process governance and transparent measures reflecting business opportunities
·         GPO in the driving seat for harmonisation and digitalization
·         Knowledge management framework as key enabler for SSC success
·         Evolving strategies for process automations


Krystian Bestry, Chief Executive Officer at Adaptive Group

Krystian Bestry

Chief Executive Officer
Adaptive Group

WORKSHOP K

10:45 am - 12:15 pm Ramping up HR Services – Creating the Hybrid Human Function of the Future
We’ve heard so much about RPA, IA, and AI over the years, but despite all of the technological tools at your disposal, people remain the number one asset within an organization. People Services, HR GBS, and SSOs are now uniquely placed to offer enhanced value back to their organizations, whether it is through ownership of the entire end-to-end H2R process, revolutionizing onboarding, or providing high-level analytics about hiring within their wider organization.
In this session, hear from a world class SSO leader about how they are:
·         Transforming Human Services
·         Creating self-service platforms which drive down cost and drive up customer engagement
·         Using a hybrid of human and virtual workforces to deliver service excellence
·         Harnessing data to provide insight back to their organization
Tangible Takeaway: Walk away with a clear vision for your People Services organization, and the knowledge to take your value up a notch! 

WORKSHOP L

10:45 am - 12:15 pm Robotics Learning Lab – Embrace Finance Process Robotics

WORKSHOP M

10:45 am - 12:15 pm Boosting the order-to-cash cycle with centralised, AI-driven Automation
Sponsors:
Esker
Process complexity and system intricacy are key challenges for companies as they manage their order-to-cash (O2C) cycles. Esker’s workshop will show how you can utilise automation, RPA and AI technology to replace “puzzle solutions” that add complexity to your IT infrastructure and only solve part of the problem. Hear firsthand from customers that used Esker’s integrated, end-to-end platform to overcome challenges, drive added value and efficiency in every phase of the O2C cycle, and successfully establish a full digital transformation.
In this workshop, participants will:
·         Learn about how an O2C platform enables businesses to seamlessly manage all customer interactions through a single, centralised solution
·         Understand how emerging technologies such as RPA and AI-driven machine learning can help drive the O2C cycle
·         Walk away with an in-depth understanding of connecting people, process and technology


WORKSHOP N

10:45 am - 12:15 pm Eliminate 30% of AP Errors with Trusted Supplier Data
Sponsors:
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


WORKSHOP O

10:45 am - 12:15 pm Develop entrepreneurial organisations and a culture for innovation: Breaking the traditional model
We often hear about automation replacing jobs...but have we explored how remaining roles will be transformed and new roles will emerge? There is no question that digitisation and automation are breaking the operating model even the very core structure of traditional organisations. That leads to the great pressure for organisations to transform their strategy to innovate and develop workforce of the future. This session will provide an in-depth discussion into this and ensure you walk away with strategies you can implement right away: 
·         How GBS leaders must react to changing business environment by breaking the traditional operating model and business hierarchy
·         Creating the culture where entrepreneurial innovation can thrive
·         Developing skills and capabilities for the workforce of the future
·         Leveraging “power weeks” to hack specific business problems and drive deep change in how we work
Ruchir Verma, Head of Regional Finance Centres at Zurich Insurance Company

Ruchir Verma

Head of Regional Finance Centres
Zurich Insurance Company

WORKSHOP P

10:45 am - 12:15 pm Developing transformational leadership for the customer and workforce of the future
Today’s SSO leaders need to be able to exhibit skill sets beyond the traditional and transactional as they are required to respond quickly to fast changing marketplace, to create collaborative and innovative culture especially when the new generation workforce is coming to play. In this session, discover how to create a team and a culture of business innovators, and how to create not only a culture of continuous improvement, but a company culture that thrives off of service excellence. Hear from Edoardo Peniche, Managing Director of Avis Budget Group Global Shared Services, and Rahul Malhotra, Director of Service Delivery, about how they are looking at the transformation of their internal capabilities as their wider industry transforms into the realm of driverless cars.
·         Learn how to ramp up value-add capabilities as customers and workforce transform
·         Redefining leadership to support enterprise transformation
·         Looking at key elements such as crowdsourcing recruitment, and enhanced training and development to create the leaders of tomorrow
Edoardo Peniche, Managing Director, Global Shared Services at Avis Budget Group

Edoardo Peniche

Managing Director, Global Shared Services
Avis Budget Group

Rahul Malhotra, Head of Service Delivery at Avis Budget Group BSC (Hungary)

Rahul Malhotra

Head of Service Delivery
Avis Budget Group BSC (Hungary)

12:15 pm - 12:45 pm Lunch in the Expo Hall!

12:45 pm - 12:55 pm #SSOW2020 Grand Opening: Welcome from SSON!

1:05 pm - 1:35 pm Setting Course for 2025 and Beyond – Create Your Digitally Enabled Agile Service Agenda

In the opening session of #SSOW2020, hear from a leading Fortune 50 GBS leader about their vision for the future of their organization. Take a look into the future of the Business Services industry, and learn how the DNA of GBS is changing. Learn which tools this organization has in their “digital” arsenal, and how these are being leveraged in order to deliver demand-driven agile service and a culture of constant innovation and entrepreneurship.

1:35 pm - 2:05 pm A keynote case study: What can we learn from one of industry’s largest GBS Transformations?

As a late comer in shared services, after spending a few years integrating tactical functions, Sanofi has made an impressive leap of faith to lead a true GBS transformation since 2018. In this keynote session, Alexander will share the strategy behind the transformation, key pillars they’ve been working on and the progress so far to guide the colleagues who are on similar journeys:
·         Define the Sanofi Business Services (SBS) strategy and key pillars
·         How did we organise ourselves around end to end processes with a customer centric, user focused organisational model
·         Break the industry norm and challenge status quo through true strategic relationship
·         Leveraging smart technology to achieve 30% cost reduction
·         Evolve the culture of SBS to focus on creating business impact
Alexander Jochinger, Head of Sanofi Business Services – Region Europe at Sanofi

Alexander Jochinger

Head of Sanofi Business Services – Region Europe
Sanofi

2:05 pm - 2:35 pm Bots at Scale


2:35 pm - 3:15 pm Networking Break and into tracks


3:15 pm - 3:20 pm 5 New Friends in 5 Minutes – Introducing SSOW’s Speed Networking!

Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new! This session takes place before each track kicks off in different track rooms for you to have more insights on who are the likeminded peers attending the same track. Facilitated by track hosts.

3:20 pm - 3:50 pm Leverage organisation design to meet changing business needs throughout the shared services lifecycle

Jan has spent 18 years in the shared services industry, helping 4 different organisations setting up their SSC centre for different objectives at different stages of maturity. He will share some of the great lessons learnt in this session:
  • Taking organisation design from the business perspective
  • What does your shared services do for your business and how does that evolve as business change?
  • From setting up to expansion to continuous improvement to transformation: how is organisation design playing a key role in achieving these objectives at different stages?
  • How does shared services and outsourcing organisation integrate better with the overall business?
Jan Nikus, Head of Global Shared Services at KONE

Jan Nikus

Head of Global Shared Services
KONE

3:55 pm - 4:25 pm An out of box case study from Molson Coors GBS: Pushing on value generation without a Target Operating Model

Since their GBS center started in 2017, Molson Coors GBS has grown rapidly in size and scope. In this session, Willow and team will present examples where they pushed innovation and out of box thinking to drive business value and growth, without a target operating model.
·         No target operating model? What did that do for us?
·         Digital merchandising service delivering millions in business value
·         Supply chain route planning service reducing cost by 35%  
Willy Dicu, Vice President, GBS at Molson Coors

Willy Dicu

Vice President, GBS
Molson Coors

4:30 pm - 5:00 pm Lessons Learnt Panel: Top 10 mistakes during SSO planning and set up

We’ve all been there. The company is moving towards shared services with the plan drawn out and you in charge. Mistakes happen which often lead to much difficulties you wished you’d discovered much earlier. This panel will draw insights from the most experienced to identify key mistaken you could make when setting up shared services:
·         The Imperative of C-Suite Sponsorship and the consequence when lacking
·         Is your SSO set up to solve the business needs for tomorrow?
·         How do you know which TOM is right for you? 

3:15 pm - 3:20 pm 5 New Friends in 5 Minutes – Introducing SSOW’s Speed Networking!

Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new! This session takes place before each track kicks off in different track rooms for you to have more insights on who are the likeminded peers attending the same track. Facilitated by track hosts.

3:20 pm - 3:50 pm Case study: Accelerating process standardisation and optimisation to advance your SSC journey

  • Implementing a robust process excellence and standardisation framework
  • Developing clear and standardised metrics and KPIs to achieve service excellence
  • Developing global process standardisation capabilities beyond functions and locations

3:55 pm - 4:25 pm Case study: Create a Culture of CI across your business – Enable Perception Shifts

·         Leading the way through enterprise transformation
·         Getting the buy-in of your staff and keeping it
·         Communicating changes to your staff
·         Aligning all departments with your vision
·         Harmonising policies, processes and culture
In this session, hear from leaders with an impressive track record on critical issues to bear in mind during rapid expansion and development in business services. This is your chance to pick their brains on a variety topic areas including:
·         Navigating internal politics, developing trust in operations
·         Creating opportunities for growth and expansion
·         Creating a change management strategy to manage transition smoothly 
Jakub Wojdat, Director Finance, Global Program Manager Finance Shared Services at TE Connectivity

Jakub Wojdat

Director Finance, Global Program Manager Finance Shared Services
TE Connectivity

Julio Ramirez, Director, Global Business Services (GBS) Poznan & EU IT Director at O-I Global Business Services

Julio Ramirez

Director, Global Business Services (GBS) Poznan & EU IT Director
O-I Global Business Services

3:15 pm - 3:20 pm 5 New Friends in 5 Minutes – Introducing SSOW’s Speed Networking!

Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new! This session takes place before each track kicks off in different track rooms for you to have more insights on who are the likeminded peers attending the same track. Facilitated by track hosts.

3:20 pm - 3:50 pm Case study: Deliver end-to-end process benefits through service delivery remodeling, growth expansion and augmented workforce

Following the decision to move their finance operations in-house, DHL Global Forwarding, Freight Shared Services has doubled its size, and is now app. 4,500 people strong, 10% of their entire employee base. Yet it was only the first step they took towards their transformation goal for end-to-end process excellence and value creation. In this session, discover how they are:
·         Moving up the value chain at a rapid pace through service delivery remodeling (moving in-house), rapid expansion and service Standardisation
·         Establishing a GSC Academy to focus on Learning & Development
·         Managing and leading the culture change from order takers to strategic partners
·         Building fully augmented workforces with human and virtual service delivery alive and the key lessons learned
Dr. Frank Schüler, Managing Director Global Service Center at DHL Global Forwarding

Dr. Frank Schüler

Managing Director Global Service Center
DHL Global Forwarding

3:55 pm - 4:25 pm Case study: Re-examining your Operating Model as your SSC moves up the value-curve

·         Re-examining the activities within your centre: What else can you absorb?
·         Teaching your staff to be data miners: Finding client insight to steer the business
·         Re-skilling the back-office
·         Re-defining and communicating the shared services career path

4:30 pm - 5:00 pm Lessons Learnt Panel: Forget about functions for a moment - what are the brand new services can we offer?

We tend to answer value creation with function expansion. Yet to truly push for innovative ways to add value, we must look beyond that and dig deep into our creative brain to find brand new answers. This panel will do just that. Join the panel and explore:
·         Brand new services we can offer to support company growth
·         What can we do with the data and information we have collected?
·         Can we predict the business requirements and get ahead of them?
Claus Peter Schründer, Senior Vice President, HR Special Services at Deutsche Telekom AG Services Europe

Claus Peter Schründer

Senior Vice President, HR Special Services
Deutsche Telekom AG Services Europe

3:15 pm - 3:20 pm 5 New Friends in 5 Minutes – Introducing SSOW’s Speed Networking!

Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new! This session takes place before each track kicks off in different track rooms for you to have more insights on who are the likeminded peers attending the same track. Facilitated by track hosts.

3:20 pm - 3:50 pm Case Study: 10 years a pioneer: The RPA journey at ING

·         Centralising robotics operations and building a 3-layered global centre of excellence
·         Centralising the development centre – Robotics-as-a-service
·         Convincing IT that robots are necessary!
·         Agility is a step-by-step process
Jeroen van Genuchten, Global Lead Robotics at ING

Jeroen van Genuchten

Global Lead Robotics
ING

3:55 pm - 4:25 pm Case study: Automation for everyone - scaling RPA by crowdsourcing ideas

Join this session and discover how Linde has raised multi million business value through their collaborative approach to make RPA available to everybody. Lean about:
·         Building company wide awareness for automation and robotics through a multi-stage process discovery journey
·         Leveraging a crowdsourcing platform and starting a Global Process Automation Challenge to bring RPA to every employee
·         Setting up an effective mechanism to collect, evaluate and implement the ideas generated through crowdsourcing 
Jens Knoblauch, Executive Director Digital & Business Services at Linde Group

Jens Knoblauch

Executive Director Digital & Business Services
Linde Group

This interactive panel brings experienced RPA leaders to provide candid and honest learnings on what has and what hasn’t worked in RPA implementation so that you can avoid some of their pitfalls and smooth your journey up:
·         The disconnect between expectations and reality
·         How to make the most out of the business IT relationship
·         What have been the biggest hurdles of getting RPA off the ground? 
Peter Loof Helth, Head of the Robotics Excellence Centre at Ørsted

Peter Loof Helth

Head of the Robotics Excellence Centre
Ørsted

Maria Teofanidu, Head of RPA at Coca-Cola Hellenic Bottling Company

Maria Teofanidu

Head of RPA
Coca-Cola Hellenic Bottling Company

Christophe Bollard, Global Director Automation Governance GBS at MSD

Christophe Bollard

Global Director Automation Governance GBS
MSD

3:15 pm - 3:20 pm 5 New Friends in 5 Minutes – Introducing SSOW’s Speed Networking!

Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new! This session takes place before each track kicks off in different track rooms for you to have more insights on who are the likeminded peers attending the same track. Facilitated by track hosts

3:20 pm - 3:50 pm Case Study: How do you ensure everyone has boarded the BUS!!!

In a period when many organisations are undergoing a massive transformation in their people strategy, cost orientation, business focus and inclusion of automation & robotics in everyday work space, how do we ensure all these changes are accepted, adopted & implemented for the better and what impact it has on the most important asset of any company – Its People!!!
·         Workforce of 2020 will be have 5 generations
·         Change Management is not that simple
·         Power of communication is under-rated
·         What is the new Culture 
Sagarika Mohapatra, Director - CDS Operations, Hungary & GBS Site Lead at BT Group

Sagarika Mohapatra

Director - CDS Operations, Hungary & GBS Site Lead
BT Group

3:55 pm - 4:25 pm Case study: Global Talent Acquisition - hiring challenges and opportunities in a global shared services ecosystem

·         Utilising new technology: mobile apps, automation and digitisation to get the talent you want
·         Building a brand that can compete
·         Creating a culture that will help retain talent within your centre
·         Including flexible and virtual working to encourage work-life balance
·         Competing on quality not cost

4:30 pm - 5:00 pm Interactive Panel: What are the best strategies, tools and tactics for winning the talent war?

Despite all the talk “bots stealing our jobs”, people remain the No. 1 asset for the success of shared services. But in competitive markets with widening skills gaps, what can companies do to foster, engage and sustain committed talent? Discussion Points:
·         Attracting and retaining key talent
·         The importance of creating a culture of loyalty
·         Creating the workplace of the future – encouraging cross-generational collaboration
Ondrey Novotny, LCI Business Partner, Business Service Operations at LEGO

Ondrey Novotny

LCI Business Partner, Business Service Operations
LEGO

Petter Frisell, Business Services Director at PPG Industries

Petter Frisell

Business Services Director
PPG Industries

3:15 pm - 3:20 pm 5 New Friends in 5 Minutes – Introducing SSOW’s Speed Networking!

Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new! This session takes place before each track kicks off in different track rooms for you to have more insights on who are the likeminded peers attending the same track. Facilitated by track hosts.

3:20 pm - 3:50 pm Case Study: Philips’ GBS 3.0: An unconventional approach to relaunch Global Business Services

After a stagnated beginning, Florence was brought in from the business side to re-conceptualise and relaunch Philips’ GBS across 70 global markets and functions. Discover how she has approached GBS differently with a strong focus on engagement and performance management:
·         Back to the basics: Developing KPIs and performance infrastructure to build a GBS foundation
·         A proactive approach to reach out to different markets and functions
·         Implement a funnel management model to drive engagement and performance management
·         Driving service excellence through standardisation, automation and waste elimination
·         Focusing on employee experience to develop internal partners
 
·         Embedding innovation into GBS development

Florence Mui, Senior Vice President, Head of Global Business Services at Philips

Florence Mui

Senior Vice President, Head of Global Business Services
Philips

3:55 pm - 4:25 pm Case study: Empower Your People to Remain Your Number One Asset – Passing Up The Baton

Despite all the talk of RPA, of intelligent automation, and of “bots stealing our jobs”, the SSO industry has matured. Automation is now broadly recognised as enabling the human workforce to step away from manual, mundane tasks and to add real value to businesses. But in competitive markets with widening skills gaps, what can companies do to foster and engage digital, committed talent? Discussion Points:
·         Attracting and retaining key talent
·         The importance of creating a culture of loyalty to create the digital workforce of the future
·         Creating the workplace of the future – encouraging cross-generational collaboration

4:30 pm - 5:00 pm Transformation Leaders Panel: Identify and Close the GBS Transformation Gaps

As the most advanced leaders moving further into their GBS journey, it is clear that majority of us are far from achieving true GBS transformation. This panel will draw experience from the most visionary leaders on how to close these gaps in:
·         Portfolio management: Are we truly driving value?
·         Mind-set: from order takers to business partners
·         Innovation: from incremental improvement to step change
Alexander von Thielmann, Senior Vice President Shared Services at Siemens

Alexander von Thielmann

Senior Vice President Shared Services
Siemens

SSOW Innovation

3:15 pm - 3:55 pm STARTUP SPEED NETWORKING SESSION – A MUST ATTEND!
THERE is no better way to kick off the StartUp Zone than to hear from each and every participating startup about their unique product, value proposition, and the ROI they bring to shared services & GBS organizations.
HOW IT WORKS: Each startup has three minutes to pitch onstage. Audience members will rate the pitch through SSOW’s conference APP. The top rated startups will be invited for an open-door follow- up pitch on Wednesday, and will receive feedback from the Startup Zone Advisory Board members.

SSOW Innovation

3:55 pm - 4:25 pm Panel: What Does It Take for Enterprise to Effectively Work With Startups? Unlocking the Secrets to Collaboration
Today’s business services climate demands innovation that will allow SSOs to leap-frog the status-quo and ratchet up the benefits of shared services. Fortunately, there is a parallel push from startups who bring not only the innovation, but also the risk-taking character and agile infrastructure to support exponential value creation. During this panel, attendees will learn just what it takes to effectively find and work with startups.   

5:00 pm - 5:05 pm 5 min change over (all heading back to plenary room)

5:05 pm - 5:35 pm Interactive Panel: The C-Suite View on Business Services as a Business Function

In this session, hear from C-Suite leaders who have Business Services under their remit, and some who have come up through the ranks of SSOs, about their view on how SSO and GBS organizations are consistently adding value to their organizations.         
Learn:
·         What do C-Suite leaders need for successful partnership with SSOs?
·         Route to C-Suite? Can Business Services equip you for C-Suite leadership?
·         How do YOU need to adapt in order to actually gain a seat at the strategy table and be taken seriously?

5:35 pm - 6:05 pm SSON Reunion Keynote Panel: 20 years of Shared Services & GBS: Reset, Re-engineer and Revolutionise value

As we celebrate 20 years with business services industry, it is meaningful for us to reflect on the changes that evolution the industry has gone through in this time. From outsourcing to Shared Services to GBS and recently moving to RPA and automation. The industry has gone far and beyond and it is particularly useful for us to step back a little and press that “reset” button rather than just getting pushed along. This special panel is organised as a reunion to draw insights and experiences from the some of our best speakers, advisory board members or simply SSON friends to reflect on the journey, and more importantly to look into new opportunities, challenges and best strategies and operating models for the future.
Ruchir Verma, Head of Regional Finance Centres at Zurich Insurance Company

Ruchir Verma

Head of Regional Finance Centres
Zurich Insurance Company

Philip Whelan, Head of GBS Finance at BP

Philip Whelan

Head of GBS Finance
BP

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
JLL

Kamila Grembowicz, Senior Vice President Global Business Services at Adidas

Kamila Grembowicz

Senior Vice President Global Business Services
Adidas

Joanne Griffin, EMEA Accounting Operations Director at LinkedIn

Joanne Griffin

EMEA Accounting Operations Director
LinkedIn

Mike Stops, Group Director Service Centres at NSG

Mike Stops

Group Director Service Centres
NSG

Bobby Abraham, Vice President Finance Transformation at AstraZeneca

Bobby Abraham

Vice President Finance Transformation
AstraZeneca

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

Fraser Kirk

Vice President Global Human Resources Shared Services Programme
Brambles

Andrew Parris, Director of Shared Services at Tarmac

Andrew Parris

Director of Shared Services
Tarmac

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
Abbott

Ramkumar Ramaswamy, General Manager, Strategy Finance Operations at Shell

Ramkumar Ramaswamy

General Manager, Strategy Finance Operations
Shell

7:30 pm - 9:00 pm SSOW Cocktail Reception