SSOW - EUROPE’S LARGEST & NO.1 SHARED SERVICES & GBS EVENT
14 - 16 May, 2024 | Estoril Congress Centre, Lisbon, Portugal
Conference Day Two: May 15th, 2024
SSOWOMEN Leadership Day: May 13th, 2024
Pre-Conference Workshops: May 14th, 2024
Pre-Conference Focus Days: May 14th, 2024
Conference Day One: May 14th, 2024
Conference Day Two: May 15th, 2024
Conference Day Three & Post-Conference Masterclasses: May 16th, 2024
GBS Leaders Exchange: May 15th, 2024
SSOW Road Trip: May 17th, 2024
7:30 am - 8:20 am
Breakfast and Registration
8:20 am - 8:30 am
Monday Highlights from the Chair
Steve Rudderham -
Head of Global Business Services,
Carrier
Jackie Crockford - VP, Global Business Services, AstraZenca
8:30 am - 9:00 am
Pioneers Panel: Rethinking and Restructuring the Stakeholder Engagement Model for Alignment on Purpose and Enhanced Trust & Experience
Anil Yadav -
Senior Vice President & Head of Global Business Services,
Philips
Jessica Shields - Vice President, International Business Operations, Dexcom
Phil Priest - SVP, GBS, IFF
The demand for high-quality stakeholder experience and strategic alignment makes it imperative for GBS organisations to rethink how they connect and engage with their stakeholders and customers. This session will be focusing on the how, highlighting different structures and approaches taken by industry pioneers.
· Rethinking and redesigning an effective stakeholder engagement model: what are the different approaches?
· Identifying the moments that matters for stakeholder engagement
· Going beyond the single point contact: how are you structuring the network for stakeholder management?
· Building a stakeholder management network
· Leverage the service management platform to drive customer centricity
· How are we measuring the success of stakeholder management?
9:00 am - 9:25 am
Case Study: A New Shared Services Ambition and Approach for the UK Government: Delivering Modern and Effective Services at a Lower Cost
Nathan Moores -
Shared Services Strategy Director,
Cabinet Office
9:25 am - 9:55 am
Pioneers Panel: What Role Will Generative AI Play in GBS in 2024?
Majella Mungovan -
VP Global Financial Operations,
Meta
Sameer Jalundhwala - SVP, GBS Operations & Outsourcing, NTT
Mohit Bhatia - SVP and Head of GSC, Maersk
There is no doubt that Generative AI will continue to be one of the biggest disruptive forces in the GBS and shared services space in 2024. This Pioneers panel will draw the most experienced experts in the space to discuss the progress, implications and some of the concerns around Generative AI implementation:
· Where are the biggest opportunities for applying Generative AI in GBS?
· Are we building the right business cases for Generative AI?
· How can we find easy ways to boost productivity with Generative AI?
· What’s the ripple effect of automating activities through Generative AI: how to find the balance?
· Grappling with the ethics around Generative AI implementation: just because we can do something should we be doing something?
Sponsored by: HighRadius
9:55 am - 10:25 am
Case Study: Enabling Profitability through Digital Finance Transformation and Change: Achieving More with Less
· Drivers, challenges and lessons learned when upgrading and transforming finance systems
· What are the key digital enablers we can leverage to drive visibility and profitability?
· How is digital finance transformation improving the team development and employee experience?
· How can Shared Services support enterprise working capital optimisation, especially at times that matter?
· How to manage change effectively throughout the finance transformation
Sponsored by: Basware
10:25 am - 10:45 am
Solution Provider Demo Drive (Please head over to the expo hall)
Technologies and solutions are driving the speed of change in shared services evolution. We have dedicated this time for solution provider demo drives to provide great opportunities for you to hear from multiple vendors with a snappy overview of their key solutions and capabilities and how they can advance your GBS and shared services transformation journey. Be it RPA, process mining, BPM, consultancy or finance/supply chain/HR automation solution providers, you name it and all of them will be doing their short sharp pitches during this time!
Get ready to join them and take notes on which ones you would like to explore further. On top of that, once you’ve heard all of the pitches and ticked them off your demo drive card, you will stand a chance to win multiple wonderful prizes. Pick up a demo drive card from one of the staff and join in now!
10:45 am - 11:20 am
Morning Networking Break
IDG A, B & C
IDG A
11:20 am - 1:00 pm A: The Role of AI in Source to PaySponsored by: PRGX
IDG B
11:20 am - 1:00 pm B: Optimising Working Capital Management and O2C TransformationIDG C
11:20 am - 1:00 pm C: Creating Operational Efficiency and Ensuring Compliance in Supplier Management Derek Binnicker - Senior Vice President, Global Sales, apexanalytix
IDG D, E & F
IDG D
11:20 am - 1:00 pm D: ChatGPT in Shared Services ApplicationsIDG E
11:20 am - 1:00 pm E: R2R Transformation: Technology, Standardisation & Performance Management Pieter de Bruijn - VP Accounting EMEA, Digital Realty
IDG F
11:20 am - 1:00 pm F: Developing World Class HR & Payroll Services to Accelerate Organisational Transformation Jan Pieter Janssen - VP Business Development, Alight Solutions
IDG G, H & I
IDG G
11:20 am - 1:00 pm IDG G: Achieving Top Quartile Performance Delivery with Robust Metrics Vineet Dwivedi - Global Head - Alcon Global Services & Head AGS India, AlconLars J Christophers - Head of Transformation & Continuous Improvements, Alcon
IDG H
11:20 am - 1:00 pm H: Effective Change Management to Drive Successful Transformation Wojciech Tatys - Global Business Excellence & Transformation Director, Warner Bros. DiscoveryEmma Beaumont - Head of GBS Change Management, Engagement & Communications, Japan Tobacco International
IDG I
11:20 am - 1:00 pm I: Global Process OwnershipSponsored by: Ernst & Young
IDG J, K & L
IDG J
11:20 am - 1:00 pm J: Customer Experience Management in Shared ServicesIDG K
11:20 am - 1:00 pm K: Overcoming E-invoicing Compliance ChallengesIDG L
11:20 am - 1:00 pm L: Digital/AI Transformation: Overcoming Challenges and Sharing Practical Experiences Osman Mia - Vice President and Chief Operating Officer of Global Finance Services, AstraZeneca
IDG M, N & O
IDG M
11:20 am - 1:00 pm M: From Peripheral Influence to A Key Enabler for Functional and Enterprise Transformation: What Are the Key Steps to Take?IDG N
11:20 am - 1:00 pm N: Optimising Location Strategies to Support your Longer-Term GBS Footprint & VisionIDG O
11:20 am - 1:00 pm O: Launching, Migrating and Stabilising: Challenges, Pitfalls & Best Practices for Beginners Yvan Laurent - Managing director, Mediq Business Services Lithuania, Mediq
SPLIT PLENARY: INTELLIGENT OPERATIONS
12:00 pm - 12:30 pm
Incorporating Generative AI Technologies & Applications within your Existing Intelligent Automation Infrastructure: Business Cases, Piloting Results and the Future Outlook
Anat Markus -
Head of Global Business Services,
AkzoNobel
Where are the successful use cases for Generative AI? How will Generative AI augment and supercharge traditional automation? This session will answer some of the key questions, including:
· Sharing the piloting results from implementing ChatGPT-enabled Chatbots to support IT and HR services
· From process discovery to process automation: can Generative AI fill in the gaps?
· Augmenting Human-AI collaboration to harness the power of AI and leave your workforce to focus on higher value activities and processes
12:30 pm - 1:00 pm
Panel Discussion: How Has Process Intelligence Evolved with New AI And ML Capabilities to Drive Business Impact?
Eligiusz Pach -
Head of Process Managers, Procure to Pay,
Lufthansa Global Business Services
Sebastian Schweitzer - Head of Process Management, Fresenius Kabi
As process mining is adopted by more GBS organisations, significant improvements have been made to the technology. This means that not only is it easier to implement, but the application possibilities have exploded. In this session we discuss:
· How has process mining evolved?
· Process mining in the age of Chat GPT, AI and machine learning
· New applications for process mining: what processes are getting the best results
· What’s next? The future for process mining and intelligence
1:00 pm - 1:50 pm
Lunch
1:50 pm - 2:20 pm
Blackline Keynote
Sponsored by: BlackLine
2:20 pm - 3:10 pm
THE G6 BPO DEBATE: TABLES TURNED, PARTNERS SPEAK!
Deborah Kops -
Founder,
Sourcing Change
Ashok Pai - Senior Vice President & Global Head Enterprise Cognitive Business Operations, TCS
Satish Nair - Senior Vice President and Head of Client Partnership, Infosys BPM
The SSON G6 BPO Debate is a strategic yet neutral platform to bring together the GBS, Shared Services and BPO industry, designed to help shaping a common industry agenda. Building on the success of the G6 debate at the North America flagship event and the European London event, at SSOW Europe 2024, we have elevated the intensity with rigorous questioning on their services, innovation and capabilities. Prominent BPO C-Level executives will be placed in the spotlight to respond to challenging issues and to share their thoughtful perspectives on the change in BPO operations, as well as future collaboration models between GBS and BPO.
· How are leading BPO players riding the market change: what are they actually doing?
· Looking forward, what can BPOs do to be future proof with their offerings?
· With technology and BPO convergence, what should buyers look for?
· What makes a good BPO relationship/partnership?
3:10 pm - 3:30 pm
The Results Are In! Receive SSON Analytics Benchmarking Results from the Top 20 Most Admired SSOs in the World...
Barbara Hodge -
Global Editor & Principal Analyst,
SSON Research & Analytics
Jay Desai - Vice President, Global Business Services, JTI
How are Top 20 Shared Services benchmarking their performance? SSON Research & Analytics presents some of the 2022 Top 20 Performance Metrics that set leading SSOs apart, and invite two of this year’s Top 20 to share strategies that drive their performance benchmarks. Find out what “good” looks like and how to push your own SSO up the value curve. You will also find out how you can tap this aggregated data, key early journey compass-setting tips, and how to manage data collection as you mature.
3:30 pm - 4:00 pm
Afternoon Break
BACK TO BASICS: SHARED SERVICES FOR BEGINNERS CONFERENCE
4:00 pm - 4:30 pm Panel Discussion: IT, Foe or Ally for GBS? Hans Kristian Lange - VP Global People Experience, StatkraftWhen it comes to systems and business transformation, IT and GBS are both heavily involved in driving the success of these critical enterprise level efforts. That said, they don’t always see things eye-to-eye. This session will look to dissect the multifaceted relationships between IT and GBS, covering both potential challenges and opportunities for collaboration and growth.
· Setting the table for discussion: Who is responsible for what.
· IT as part of GBS vs. IT as a stakeholder for digital transformation
· Are there synergies between IT & GBS and how to leverage that synergy to drive collaboration
BACK TO BASICS: SHARED SERVICES FOR BEGINNERS CONFERENCE
4:35 pm - 5:05 pm Case Study: Empowering SSCs for Strategic Impact: Leveraging Private Large Language Models for Value-Added S2P Service Operations Namrata Relwani - Head of Transformation & Process Excellence, Holcim GHBSJanardhana Reddy - Head of Procure to Pay (P2P), Holcim GHBS
Dr. Ulrich Erxleben - Founcer & CEO, Hypatos
Lucía Ferreiro Martínez - Senior Customer Success Manager, Hypatos
Nikola Kisidayova - Head of RPA Centre of Excellence, Holcim GHBS
In this session, you will be guided through Holcim's journey of integrating Hypatos's cutting-edge AI solutions, which has resulted in unparalleled automation levels and operational efficiency. This session will provide a comprehensive look into the future of SSCs, where generative AI and LLMs drive not just operational excellence but also strategic innovation and value creation.
· How to achieve more than 95% end-to-end automation in S2P operations, leveraging specialized AI agents
· Showcasing the cutting-edge approach of pioneering application of private LLMs and generative AI within the SSC frameworks
· Holcim’s journey of integrating and implementation AI solutions with a key focus on capability and workforce transformation
BACK TO BASICS: SHARED SERVICES FOR BEGINNERS CONFERENCE
5:10 pm - 5:40 pm Scenario Based Panel Discussion: Building New GBS Capabilities Beyond the Typical Scope to Support your Company Strategies Silke Zentner - VP, Head of Global Business Services, LonzaCompanies that are at growth stage vs those who are undergoing restructuring require very different things from their GBS and shared services organisations. How to acutely identify these key requirements and develop capabilities that support your company strategy is critical for GBS as a key business partner. Join this panel session to hear from leaders with a variety of different scenarios and how they are developing these capabilities, highlighting the intersection between the business model, organisational maturity and the unique model that emerges for each scenario:
· Lonza: Going beyond the GBS for end-to-end organisational process harmonisation and optimisation
· Bacardi: Sharing the experiences of developing business transformation as a service to support enterprise strategic and transformation agenda
SPLIT PLENARY: GBS REBOOT & CUSTOMER CENTRICITY
4:00 pm - 4:30 pm Case Study: Why Is SLA the Wrong Focus Point? How do we Build a Customer-Centric Culture? Richard de Moucheron - Global Business Services (GBS) Vice President, SLBThis session is set to challenge some of the fundamental practices in the GBS industry. With their commitment to driving a customer centric organisation, the SLB GBS team received the Best Achievement in Customer Centricity award at the SSOW Impact Awards in 2023. This session will share valuable insights into how they implemented the programme and their efforts to build a truly customer centric culture:
· Moving from execution to expansion
· Industrializing customer feedback
· Shifting from perception to data: Implementing the NPS methodology
· Building a customer centricity program champions network to drive culture adoption
· Establishing accountability towards the customers by sharing progress and results
SPLIT PLENARY: GBS REBOOT & CUSTOMER CENTRICITY
4:35 pm - 5:05 pm Panel Discussion: Rebooting your GBS and Shared Services Strategies and Frameworks Effectively Rafał Gajda - Vice President Financial Services, Global Head of LGBS Finance and Delivery, Lufthansa Global Business ServicesAnat Markus - Head of Global Business Services, AkzoNobel
Jonathan Preece - Head of Global Finance Services, Haleon
After years of operations, are your GBS strategies still fit for purpose? Has your company's evolving business context introduced new requirements for your GBS organisation? Where do you begin to refresh and reboot your GBS and shared services to align with these new requirements? Hear from a panel of leaders who are driving these reboot strategies and gain insights on how to effectively reboot your GBS effectively:
· Lufthansa’s recent experience of implementing OKR to align and connect the GBS strategy
· AkzoNobel’s new framework and governance model to reset the GBS strategy
· Haleon’s GBS strategy after spinning off from GSK
Rafał Gajda
Vice President Financial Services, Global Head of LGBS Finance and DeliveryLufthansa Global Business Services
SPLIT PLENARY: GBS REBOOT & CUSTOMER CENTRICITY
5:10 pm - 5:40 pm Case Study: Challenging the GBS Status Quo with Speed of Expansion and Depth of Services: Powering High Value Creation and Enhancing People Experience Stephane Alby - Group VP of Global Business Services, Kerry GroupIn the last 18 months, The Kerry Group GBS consolidated from ten locations to two and expanded to eight core functions, tripling their workforce at the same time. Stephane will share the key ethos behind the journey and some of the unique components to drive profound change and transformation.
· Sharing the Kerry Group GBS transformation journey focusing on the speed of expansion, depth of services and breath of coverage and business impact
· Fostering a distinctive approach to employee development as a critical component in driving rapid and profound transformation
· Driving employee experiences and customer experiences by simplifying processes and making things easier
· Outlining the business impact on both top and bottom-line performances
BREAK OUT TRACK 3 FINANCE TRANSFORMATION
4:00 pm - 4:30 pm Case Study: A Masterclass in Creating a Successful Shared Service Environment for Quote to Cash Keith Cowart - Global Market Owner – Receivables, FISThis session will share thought leadership on risk-based collections and showcase the key steps for establishing a successful GBS for Quote to Cash. You will learn:
· The key steps involved in establishing a best in-class shared service centre
· How you can achieve a consolidated view of your entire portfolio
· How a digital credit-to-cash solution can help you improve working capital and cash flow
· Building a roadmap for process standardisation and improvement in key areas
Sponsored by: FIS Global
BREAK OUT TRACK 3 FINANCE TRANSFORMATION
4:35 pm - 5:05 pm Case Study: How is Dell Driving Digital Transformation from the CFO’s Office and Building Future Ready Finance Teams Mieke Van Gheluwe - Vice President, Finance (Global Accounting Shared Services), Dell Technologies· Sharing Dell’s journey of OneFinance transformation to harness real-time financial data and simplifying accounting processes and drive a single source of truth
· Identifying and curating future-ready digital skillsets: what are they and how to embed them in the transformation roadmap?
· Leveraging S4Hana deployment to build systems, data and process insights
· Developing your finance team during a talent crunch - how Dell has used digital pathways and leadership development programs to grow talent
· Cultivating a sense of belonging in the finance team throughout the transformation journey
Mieke Van Gheluwe
Vice President, Finance (Global Accounting Shared Services)Dell Technologies
BREAK OUT TRACK 3 FINANCE TRANSFORMATION
5:10 pm - 5:40 pm Panel Discussion: An In-depth Understanding on Key Components to Driving S4Hana Transformation: Structures, Roles, Processes & Data Ana Ferrari - Director Global Process Order to Cash, adidasJarek Rusek - Head of Global Business Services Krakow, ABB
Elisabeth Drouffe - SSC Director and Head of Group Finance Transformation, Europcar Mobility Group
Christian Micheler - Vice President of Finance Transformation & GBS Excellence, OMV
Lars Hölzer - Head of Business Services & Digital, Fresenius Kabi
Join this interactive session to hear some of the key differentiators from those that have led their successful S4Hana transformation including:
· Setting up the transformation roles and processes with agile methods to drive success
· Streamlining existing workflows to harmonise with the new system
· Implementing best practices and continuous improvement methodologies to optimise integration
· How to capture the interaction between the ERP deployment and Data to driving much higher level of insights
Elisabeth Drouffe
SSC Director and Head of Group Finance TransformationEuropcar Mobility Group
BREAK OUT TRACK 4 HR TRANSFORMATION
4:00 pm - 4:30 pm Leveraging People Analytics to Solve Business Challenges· Sharing tips and considerations on how to leverage people analytics—regardless of where you are on your shared services journey
· Walking through how a HR organization tackled a long-standing culture and inclusion challenge using analytics
· Discussing how a HR shared services organization began using analytics and the key issues they tackled out of the gate
BREAK OUT TRACK 4 HR TRANSFORMATION
4:35 pm - 5:05 pm Panel: Centralising Payroll across the Enterprise for Streamlined Employee ExperienceWith the shift to a remote work world, the continued need for automated payroll is obvious. As companies automate their payroll processing, many discovered that shifting the functional oversight of payroll from finance to HR made a lot of sense. This session will focus on some of the benefits of automating payroll under HR. These include:
· Easier and faster payroll processing for HR shared services professionals working virtually
· Streamlined employee access to everything HR in one place
· Connectivity across HR functions with cloud solutions
BREAK OUT TRACK 4 HR TRANSFORMATION
5:10 pm - 5:40 pm Case Study: The Adecco Group HR Transformation Case Study: How Did We Build Trust When Launching the Global Shared Services Model? Christian Steinhoff - Senior Vice President, People Business Services and HR Transformation, The Adecco GroupThe Adecco Group launched their HR transformation initiative 3 years ago, focusing on implementing a new target operating model, developing a shared services from scratch and driving digitalisation across 64 countries and all three GBUs. As the leader in charge, Christian laid out a vision to replace their disjointed operations with a global HRIS system supported by modern tech stacks. A true differentiator in their approach is around how they have been building trust with the key stakeholders to transform with them instead of to them.
· Implementing a global roll out of the shared services model and structure from scratch
· Building and advancing HR digitalisation with ideas from HR and teach teams
· Key steps taken in building the level of trust with stakeholders through a pragmatic and human-centric approach
· Driving the close co-corporation with business leaders to co-create and shape the transformation together
Christian Steinhoff
Senior Vice President, People Business Services and HR TransformationThe Adecco Group
5:10 pm - 5:15 pm
Move back to Auditorium
5:30 pm - 6:00 pm
Does GBS Still Matter in the Age of Digital Disruption and AI? An Up-Close Conversation with The World’s Best GBS Organisation Leaders
Sumit Mitra -
Chief Executive Officer,
TESCO Global Business Services
Jison John - Chief Delivery Officer for Allianz Services in India, Mauritius, and Morocco, MD and CEO of, Allianz Services India
In recent years, we have seen some companies re-evaluating their commitment to GBS. With Generative AI setting to disrupt process management and general workspace, what does this mean for the GBS operating model? Do we need more reasons to justify the model, or will this make GBS an even more prominent strategic asset? Let’s hear from the leaders that have been nominated or recognized as the world’s best GBS organisations.
· Building the business case for GBS in the era of digital and Generative AI
· Are we achieving true cross functional synergies with GBS?
· How can GBS reinvent value creation in the digital age?
· What is the future operating model for the best-in-class GBS organisations?
Jison John
Chief Delivery Officer for Allianz Services in India, Mauritius, and Morocco, MD and CEO ofAllianz Services India
7:00 pm - 10:00 pm
SSOW Europe 2024 Impact Awards Ceremony & Gala Dinner (By Invitation and Pre-Registration Only)
Joanne Griffin -
Founder & CEO,
AdaptIQ
Sameer Jalundhwala - SVP, GBS Operations & Outsourcing, NTT
Chris Gunning - Head of Service Enablement, Global Finance Operations, Nielsen IQ
Lafras Moolman - Director Finance Transformation, CRH – Tarmac
Tony Saldanha - President, Inixia
Fraser Kirk - VP HR Transformation & Systems, GKN Automotive
Phil Priest - SVP, GBS, IFF
Kamila Grembowicz - Head GBS Delivery Excellence and Transition, JTI
Recognising excellent work and celebrating achievements is hugely important for the community, especially at a time like this. SSON’s Shared Services & Outsourcing Impact Awards is a globally recognised, annual industry awards ceremony, which honours and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives. Tonight is the night we reveal who the winners are for this year and celebrate with them! This year’s awards will be a night to remember! The Awards Ceremony will be presented at the exuberant off-site Gala Dinner, attended by hundreds of SSOW VIPs and attendees, designed to help us network, unwind and celebrate with the best of the best from the industry. Attendance by invitation or for Gold and Silver pass holders only.
