The success of a newly created or revamped shared services operation requires a crystal clear strategy, business case, change plan and the right culture mindset. SSON is pleased to deliver this 1-day complimentary event designed to bring back the fundamentals of shared services. The sessions will feature a how-to guide for setting up a new SSC, opening a center for a new function and taking your SSO to the next level.

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Wednesday, 11 Sept US ET / Thursday, 12 Sept SGT

2130 - 2200 US ET / 0930 – 1000 SGT         
Go For Launch and Employee #1 is a Robot 
The business case for Shared Services, whether it is for a new location, startup or an additional function, has been signed off and now the real work begins. With a blank piece of paper you have the opportunity to design a center with a digital first mindset and recruit your first employee, a digital workforce team member, before the doors open.

In this session you will learn how to:
  • Approach processes with a digital first mindset
  • Plan and design work with CNTL+ C and CNTL + Z eliminated from the start
  • Reduce risk and increase controls while decreasing manual handoff and levels of approvals
Presenter:  TBC
Brought to you by:  Automation Anywhere

2230 - 2300 US ET / 1030 – 1100 SGT
Winning Over Stakeholders From The Start
Being able to demonstrate the value and sell the benefits of shared services is a challenge unto itself. Faced with stakeholders who didn’t buy into the shared services business case and business units who are convinced service performance was better it was moved to Shared Services, it may feel like you’re facing an uphill battle as soon as you open your doors.

In our interactive exchange we’ll explore how to:
  • Engage business unit leaders and sell the value of shared services
  • Develop a disciplined centralization and process improvement methodology
  • Establish customer centric and outcome focused metrics
Presenter: Paul Bartley, COO/Global Business Services, Odfjell Drilling Philippines

Thursday, 12 Sept 2019

0930 - 1015 US ET    
The Shared Services Playbook 
Leveraging more than a decade of experience from the early days of Shared Services model adoption through globalization of services in both large enterprises and growing, mid-size organizations Chris will offer insights and advice on establishing a first-rate, business solutions delivery centre. 

In this fireside chat, we’ll explore:
  • Critical activities for design, implementation and stabilization
  • How technology and automation can fuel quality, productivity and customer experience
  • Essential recruiting and talent retention strategies
  • Constructing your service catalog – the path from basics to value added services
  • Measures that matter: KPI’s, benchmarking and customer satisfaction
  • SSO model: regional, specialized (language), functional, proximately to customers
  • Building a process excellence and continuous improvement culture 
 Presenter: Chris Gunning, Global Functional Owner - CoE (Accounts & Commercial), Apollo Tyres

1030 - 1115 US ET    
The Hidden Cost of Non-Alignment Between Global Teams
Forming high performing teams is no small feat.  Add on additional factors such as being globally dispersed, having differing work ethics and, in same cases, having teams brought together through a contractual relationship. This session will offer valuable learnings on how to manage the cultural divide that impacts SSO/BPO/customer exchanges. Using role playing, we will examine real business cases many multinationals need to solve in leveraging operations as part of a global service delivery model.

In this session we’ll explore:
  • Six costs and outcomes from misalignment
  • How to examine the symptoms to identify when teams aren’t collaborating effectively
  • Ways cultural understanding can contribute to operational success
Presenters: Ilse Kerling, Co-Founder, Global Business Academy and SSON Columnist
Joost van Daelen, GBS Project Management Office, AkzoNobel
1130 - 1215 US ET    
Branding Your SSO to Attract and Retain Talent
The widespread adoption of the Shared Services model has significantly grown the talent pool of candidates. However, it has also resulted in strong competition for that talent and the risk that skilled employees will ‘jump ship’ each time a new centre opens in the area. Cultivating a brand that attracts and retains the best talent is more essential than ever before.

In this session, we’ll explore:
  • What message your job descriptions are communicating
  • The deeper costs of turnover
  • How to measure the effectiveness of your recruiting practices
Panelists:  TBC

1215 – 1225 US ET             
Chairwoman’s Conference Closing Remarks
Join in as our Chairwoman shares her key takeaways and highlights from the conference.

Conference Chair:  Rochelle Hood, Global Head of Customer Analytics and Research, SSON

Paul Bartley

Paul Bartley

COO, Global Business Services

Odfjell Drilling

Chris Gunning

Chris Gunning

Global Functional Owner Finance & Accounts GBS

Apollo Tyres

Ilse Kerling

Ilse Kerling


Global Business Academy

Joost van Daelen

Joost van Daelen

Head of GBS Project Management Office


Got a compelling case study to showcase to our audience? Contact us for more information. 


How do I join the online conference?

Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.  

How much does it cost to attend?

The Shared Services 101 Digital Conference is completely free to attend. 

Where is it located?

This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet.  Audio and presentation viewing is accessed through an internet connection.

Can I access the slides post-event?

All presentations will be available after the conference via the on-demand recording link.   When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.