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


Rakesh Sangani, Managing Partner, Finance Transformation, Shared Services and Outsourcing at Proservartner

Rakesh Sangani

Managing Partner, Finance Transformation, Shared Services and Outsourcing
Proservartner

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, Senior Executive Advisor at Serviceware

Jo Hart

Senior Executive Advisor
Serviceware

WORKSHOP F

8:45 am - 10:15 am 5 ways AI can transform Shared Services
Sponsors:
Sidetrade
With the need for working capital increasing and pressure on organisations to turn revenue into cash, this session will outline how you can create value using Artificial Intelligence. The session looks at the range of ways AI can assist your staff – whether it’s automating core processes, reading and acting upon inbound communications, or predicting the behaviour of customers and proposing strategies most likely to produce the best outcome.
This session will look at the range of opportunities presented by Ai, the potential benefits of each scenario and what is required in order to realise those benefits. The session will include a live case study from a Shared Services Centre in Europe discussing how they are using AI today.

Areas explored include:
·         Improving working capital
·         Increasing workforce efficiency
·         Making smarter decisions
·         Growing customer revenue


Rob Harvey, Global Head of Solution Consulting at Sidetrade

Rob Harvey

Global Head of Solution Consulting
Sidetrade

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

Michael van der Ploeg, Vice President Global Business Services at Amway

Michael van der Ploeg

Vice President Global Business Services
Amway

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
Sumit Mitra, Chief Executive Officer at TESCO Global Business Services

Sumit Mitra

Chief Executive Officer
TESCO Global Business Services

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 Achieving the impossible through AI! Fully automated compliance and supplier risk management.
Sponsors:
APEX Analytix
In today’s world,  you need to constantly  stay on top of compliance, financial, regulatory, geopolitical and fraud risks to your business.   Supplier management is key …..
 
In this session, you will learn how to:
·         Automatically assess risk and enforce compliance, at every stage in the supplier lifecycle
·         Quickly implement an automated risk management program that turns prebuilt, configurable scorecards and trusted global data into thousands of supplier data points into one simple score
·         Enforce compliance across different supplier segments with dynamic questionnaires that ask the right question, to the right supplier, at the right time. It is right-sized monitoring to keep your supply chain under control—from long-tail to strategic suppliers.


Derek Binnicker, Senior Vice President, Global Sales at APEX Analytix

Derek Binnicker

Senior Vice President, Global Sales
APEX Analytix

Nigel Coffey, Former VP Global Business Services at Takeda

Nigel Coffey

Former VP Global Business Services
Takeda

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

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, Director of Service Delivery at Avis Budget Group BSC (Hungary)

Rahul Malhotra

Director 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 Robert Weltevreden about the Novartis GBS vision. Take a look into the future of business services industry, and learn how the DNA of GBS is changing. Learn which tools they have 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. 
Robert Weltevreden, Head of Novartis Business Services (NBS) at Novartis

Robert Weltevreden

Head of Novartis Business Services (NBS)
Novartis

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? 
Roland Pac, Director, Coty Shared Service at COTY

Roland Pac

Director, Coty Shared Service
COTY

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 integration and talent management to advance your GBS transformation

  • Implementing a robust GBS integration strategy and framework
  • Developing clear and standardised metrics and KPIs to achieve service excellence
  • Developing integrated global process capabilities beyond functions and locations
  • Developing a productive talent management system as core to GBS transformation
Natarajan Gopalan, Global Head of Integrated Business Services at Philip Morris International

Natarajan Gopalan

Global Head of Integrated Business Services
Philip Morris International

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 - 6:05 pm SSOW BIG IDEAS KEYNOTE Explore the best-kept secrets of the world's most successful team to implement a growth culture – bringing insights from psychology, anthropology and data science

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

The right psychology is the starting point for all the other things – agility, adaptability, innovation, continuous improvement – that are so important to our future. We need to get away from self-justification and status quo bias - and change the world.

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

Matthew Syed

Best Selling Author,
Thought Leader

6:05 pm - 8:35 pm SSOW Cocktail Reception