BPO and Outsourcing Partners have been a critical part of the Shared Services and GBS ecosystem. There are many factors to consider when it comes to choosing the right partners and models and the experiences are often mixed. This session will look to share experiences and explore new ways of driving transformational outcomes from your BPO partnerships:

·       Understanding the business objectives and selecting the right service delivery model accordingly

·       Examining the systems, processes and data required to make sure they are fit for purpose

·       How to leverage BPO partners to drive end-to-end process efficiency

·       How do you expand into cutting-edge services around big data, analytics and other innovative solutions?

·       Developing and shaping centres of excellence to build capabilities

Jan Nikus

Head of KONE Business Services
KONE

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Sebastian Frey

Managing Director
Kärcher Global Services

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Pietro Binetti

GSS EMEA-Americas Director
Stanley Black & Decker

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Caitriona Flynn

Senior Director, Meta Business Services, Global Finance Outsourcing
Meta

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·       Designed for impact from day one: Building a GBS team where the impact is greater than the functions

·       How do we lift up GBS as a key player in the company business?

·       How do we have the right conversations to have a seat at the table within one year?

·       How can GBS contribute to the EBITDA value: How are we bringing value into key parts of sales, production and sustainability?

·       The GBS role in leveraging AI as the accelerator services to reinforce business impact

Hannele Palje-Rossi

Senior Vice President, Head of Global Business Services
Stora Enso

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GBS models have been evolving significantly in recent years. More and more companies are embracing the GBS model as the engine for enterprise transformation. However, in more and more cases, we witness full-fledged GBS organisations changing the way they operate or even dissolving entirely. From the organisational design perspective, what are the key drivers behind these triumphs and perils for global business services? What is the optimal way of working for organisations at different maturity stages? What is the ultimate value delivery model? Join this session to hear the most thought-provoking views from our experienced GBS leaders:

·       Full scope GBS vs. functional model. Is there an optimal model to operate?

·       A GBS lifecycle perspective. From onboarding to letting go - how can GBS continue to evolve to add value to the organisation?

·       Defining and expanding scope - why and how?

·       GBS Innovation: How can we run our GBS organisations differently?

·       Disrupting ways of working. Being organisationally agile to adopt the right operating model that adds the most value

Sponsored by: HighRadius

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AJ Wijesinghe

SVP, GBS
Ecolab

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As a strategic enabler for the enterprise, Philips GBS supports various functions, including the Supply Chain organisation, across critical touchpoints, in a manner which directly impacts customers. Join Anil Yadav – Head of Philips GBS - to learn how they influenced and enabled a key strategic imperative of the enterprise through a mega transformation programme. Cutting across business and regions in Philips, the programme was designed to simplify the order fulfilment process into a more resilient and efficient activity, with clearer responsibilities and fewer handovers. Ultimately, their approach showcased how a GBS organisation can really lead, adapt and drive transformation in a way that directly influences metrics tracked at an enterprise-level and benefits end customers. Join us to hear how they:

·       Enabled integration in an agile manner by bringing together experts to form virtual, business-focused teams to co-create an improved Order to Fulfilment (O2F) process

·       Improved cycle times by creating process flows that reduced complexities while adapting to the needs of various businesses

·       Increased reliability by establishing a series of pilots in partnership with key stakeholders to stress test their approach before taking it across the organisation

·       Empowered employees to do what needs to be done to make the process flow more seamlessly and feel more accountable

Anil Yadav

Senior Vice President & Head of Global Business Services
Philips

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·       Shifting GBS strategy to become an E2E integrated business partner delivering top line support, transformation capabilities and knowledge driven services

·       Sharing use cases and proven results for value generation

·       How to have clearly defined metrics on measuring the value created

·       How to effectively communicate the value generation approach to customers and stakeholders

Alexander von Thielmann

SVP Shared Services, O2C & CRM
Siemens

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The transformation journey at Nokia GBS has been monumental, marked by a significant expansion of scope, the redesign of the entire service portfolio with a completely different charging model, whilst building relationships with 11 main stakeholder groups across 7-8 global entities. This shift required significant efforts to address customer pain points, enhance engagement and rebuild trust. Join this unique conversation to not only discover how GBS tackled these challenges but also to hear directly from their customers about their experiences:

·       How GBS focused on building transparency, portfolio management and a consumption-based approach to meet internal customer expectations

·       Exploring how consistent listening, acting on feedback and collaborative problem-solving became the cornerstone of change management

·       Building trust and expanding scope: two-way dialogue on winning confidence from the stakeholders

Jonathan Chamberlain

Head of Business Operations
Nokia Business Services

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Timothee Raffour

COO Financial Controller, Cloud Network Services
Nokia

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The story begins with the name: Natixis in Portugal is not a traditional shared services delivery centre, but a key part of the Natixis Group (as an innovation hub). This distinction is critical for Etienne and his team. Join Etienne in this session to discover why the organisation is designed this way. He will also share valuable insights into the following areas:

·       Delivering tangible and measurable value through innovation, actionable AI and advanced technologies

·       Building trust with a transparent, visualised set of Finance, HR, and Delivery KPIs

·       Identifying where we fall short as an extended team and exploring strategies to overcome these challenges

·       Pinpointing areas where we can further advance our maturity

Etienne Huret

CEO
Natixis in Portugal

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Join us on a transformative journey of the Record to Report (R2R) function. You will have the opportunity to hear about the execution of the transformation towards building a state-of-the-art R2R function with the key learnings on:

·       Key elements of building a state-of-the-art R2R process

·       Insights and experiences on what is making this journey successful so far

·       The lessons learned and how to take this transformation to the next level

Sponsored by: BlackLine

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It is now a well-established tradition for SSOW Europe to unite GBS and BPO with a fiery, leader-led panel. This year, we will elevate the intensity still further, by launching SSOW’s very own dragon’s den style pitch session. C-suite leaders from the foremost BPO groups will have the opportunity to pitch their most disruptive innovation ideas. Having done so, key customer group representatives will lead a rigorous Q&A session. It's a high point of the conference and not one to miss.

Ever wondered how your SSO/GBS performance stacks up against the best? In this interactive session, you’ll select the metrics that matter most to you, and we'll reveal live benchmarking results from three powerful datasets: your peers, the Top 20 Most Admired SSOs, and the World's Best GBS finalists.

Hear from award-winning leaders who will unpack the results, share their own performance metrics, and reveal the tactics that propelled them to the top. This isn’t just a data dive—it's a behind-the-scenes look at what it takes to be the best and a sneak peek into the insights you can unlock with SSON R&A.

Walk away with fresh data, winning strategies, and an edge in your SSO/GBS journey. Don’t miss this!

Naomi Secor

Global Managing Director
SSON Research & Analytics

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