Conference Day 1: Tuesday, 13th November 2018
8:00 am - 8:50 am Morning Refreshment and Registration
8:50 am - 9:00 am Opening Greeting from SSON
9:00 am - 9:10 am Opening Remarks from ChairpersonVivek Luthra - Managing Director, ASEAN Operations Lead; Asia Pacific, Middle East and Africa Procurement & Supply Chain Lead, Accenture
Unlocking the Power of Asia for Further Growth & Value Across the Globe
9:10 am - 9:40 am Opening Keynote Address | Driving a Holistic Growth Strategy for your SSO – Leadership, Culture and AgilitySumit Mitra - Chief Executive Officer, TESCO Global Business Services
The role of Shared Services has progressed tremendously, and will continue evolving even as we speak. What changes lie ahead of us as an industry and more importantly, how do we stay ahead of the game?
- Cultivating a culture of innovation, agility and flexibility to be prepared for future disruptions
- Building a strong leadership pipeline with future-ready skillsets
- Strengthening Asia’s foothold and competitive advantage in the global Shared Services market
9:40 am - 10:10 am SS&O Leaders Power Panel | Advancing Global Shared Services Growth by Harnessing the Strategic Value and Skillsets of Asian SSOsSumit Mitra - Chief Executive Officer, TESCO Global Business Services
Neeti Mahajan - Managing Director, Global Service Centre, Malaysia, HSBC
Rodney Bergman - SVP Global Business Services, Celestica
Hear from 4 Shared Services superpowers as they answer 3 hard-hitting questions on why and how Asia will play an integral role in shaping regional and global Shared Services growth strategies.
- What do future delivery models look like with front-line value-adding services taking the lead?
- How do you design your own growth strategy to be aligned with changing global business needs?
- How do you effectively integrate people, processes and technology into an intelligent operations blueprint critical to the sustained growth of any SSO?
Moderator: Rochelle Anne Hood, Global Head of Customer Analytics and Research, SSON
Neeti MahajanManaging Director, Global Service Centre, Malaysia
Rodney BergmanSVP Global Business Services
10:10 am - 10:30 am Speed Networking Session
10:30 am - 11:00 am Morning Refreshments and Networking Break
11:10 am - 11:40 am Understanding Boston Scientific’s Big Leap from GBS to a “Global Capability Centre”Sudhir Dasamantharao - Chief Transformation Officer; Director, Global Business Services APAC, Boston Scientific
The GBS game has changed. Going beyond standardisation and centralisation, GBS centres themselves have to remain relevant to businesses in the digital environment. Taking the lead, Boston Scientific is undergoing a GBS transformation journey where they evolve towards a “Global Capability Centre” – but is it for everyone?
- Defining the concept of a "Global Capability Centre"
- Comprehending the rationale behind the strategic shift from GBS to GCC
- Integrating the critical pillars of technical workforce, processes and technology
Sudhir DasamantharaoChief Transformation Officer; Director, Global Business Services APAC
11:40 am - 12:10 pm “THINKING BIG” KEYNOTE AI: Where is it going and how will we all work alongside it?Sara Watson - Technology Critic and Writer Technology Critic and Writer
Asheesh Mehra - Co-Founder and Group CEO, AntWorks
Major technological shifts are not new, the World has of course experienced them before. But as we enter headlong into what is now commonly being termed the “4th Industrial Revolution”, what does that actually mean for individual businesses, the corporate World at large, and all of those who work within in it? Renowned Technology Critic Sara Watson will talk candidly about the emergence of AI and Robotics in terms of ethics, media coverage and how businesses can best equip themselves to deal with the “messiness of a technological shift”. Sara will also engage in thought-provoking debate with AntWorks CEO, Asheesh Mehra on the critical role that AI and RPA plays inside businesses, at the Dawn of this major new era of technology. Themes discussed include:
- Unstructured data: the biggest challenge for organisations to overcome
- Data Integrity and predictability
- RPA alone cannot be the answer: Looking beyond the “macro on steroids”
Asheesh MehraCo-Founder and Group CEO
Sara WatsonTechnology Critic and Writer
Technology Critic and Writer
12:10 pm - 12:15 pm SSON Analytics Live Polling & Benchmarking Session
12:15 pm - 1:25 pm Networking Lunch
Interactive Roundtable Discussions – 3 Rotations @ 40-minutes each
Structured to maximise interaction with in-depth focus on different issues, participants will have the opportunity to participate in 3 topics, each led by an expert for a 40-minutes discussion. This provides a unique platform for you to deep-dive into the opportunity, challenges and experiences most important to your SSC.
1:25 pm - 3:25 pm Roundtable A | Future-Ready: Up-Skilling and Re-Skilling to Prepare Your SSO Workforce Rajeev Mall - Leader, Business Services Organisation, Coca-Cola Bottlers Japan
Kathy Goh - Director, Global Human Resources Shared Services, DFS
1:25 pm - 3:25 pm Roundtable E | Leading in the Digital Age: Are You Ready for Co-Botics? Darren Hauschild - Managing Director Asia Pacific, ActiveOps
Lloyd Parata - Asia Pacific Sales Director, ActiveOps
1:25 pm - 3:25 pm Roundtable I | Working with a Multi-Generational Workforce in Your SSO Lucy Tan - Chief Human Resources Officer, NatSteel Holdings Pte Ltd
Naveen Gullapalli - Head, Strategy and Operations, Global Business Services Centres, Novartis
1:25 pm - 3:25 pm Roundtable M | BPO in the 2020s: How will Leaders be Positioned? Brent Churchill - Chief Executive Officer and Co-Founder, Enlighten Operational Excellence
We will be discussing the challenges and opportunities faced by the industry. The discussion will explore the central insights of an industry report we have undertaken with SSON, including key services BPO customers are demanding, and not receiving, from BPO partners. And how both parties can address this disparity.
Brent ChurchillChief Executive Officer and Co-Founder
Enlighten Operational Excellence
1:25 pm - 3:25 pm Roundtable F | Don’t Just Mine Your Data – Turn it into Gold! Douglas Halka - VP and Global GM, PRGX Global
Jan Rudnick - Vice President, Asia Pacific, PRGX Global
How are leading companies using Advanced Analytics to drive EBITDA improvement across the enterprise? Big Data is not a technology initiative to be left entirely to data scientists and IT departments. It is a strategic business opportunity that requires technical savvy and front-line execution.
Enterprises have more data than ever at their disposal. However in reality, deriving actionable insights from that data - and converting them into better results is easier said than done. In this Interactive Discussion Group, we will share how major organisations use data and analytics to inform strategic and operational decisions, and create step change performance improvements.
Together with fellow CFOs and Heads of Shared Services, you will have the opportunity to debate and offer insights into the challenges and opportunities under Chatham House rules.
Douglas HalkaVP and Global GM
Jan RudnickVice President, Asia Pacific
1:25 pm - 3:25 pm Roundtable F | In The World of Finance: Streamlining End-to-End Finance Processes Vikas Bajaj - Vice President, Global Shared Services, Schneider Electric
Dennis de Silva - Vice President, Service Delivery & Finance Operations Lead, ANZ
1:25 pm - 3:25 pm Roundtable J | Common Mistakes to Avoid in the RPA Journey Ankesh Sagar - Senior Director, Marketing, India-ME-ASEAN, Automation Anywhere
Serene Keng - Head of Channel Sales, ASEAN, Automation Anywhere
1:25 pm - 3:25 pm Roundtable N | Re-Creating Your SSO’s DNA and Culture for the Future Workforce Kapil Maini - Head, Global Business Services, Nokia
Francisco Cardenas - Managing Director, World Health Organisation Global Service Centre
1:25 pm - 3:25 pm Roundtable C | Reviewing the Relevance of Traditional SS&O Models in the Digital Era Sudhir Dasamantharao - Chief Transformation Officer; Director, Global Business Services APAC, Boston Scientific
Sumit Mitra - Chief Executive Officer, TESCO Global Business Services
1:25 pm - 3:25 pm Roundtable G | Driving End-to-End Process Management for Customer Centric Services Sunil Aryan - Director Practice – Backoffice and Retail, Asia, Verint
Martyn Riddle - Head of Marketing, Verint
1:25 pm - 3:25 pm Roundtable K | Establishing SSOs as a Strategic Business Partner in Your Organisation Nancy Cassiere - Head, Business Service Centre KL, GSK
AJ Wijesinghe - Chief Global Business Services Officer, JLL
1:25 pm - 3:25 pm Roundtable O | Debating the Future of Finance in the Shared Services Landscape Volkmar Ahrens - Managing Director, WMD Group
Pooja Dargan - Key Account Manager, WMD Asia Pte Ltd
RPA and other forms of automation have taken hold in FSS and Machine Learning (ML) and thus AI are more often considered for practical applications. However, has the long-expected technological advance kept its promise and made the processes more effective and less error-prone? We explore the current status and discuss what is holding us back, which competitive advantages technology actually brings and what it takes to stay ahead.
Volkmar AhrensManaging Director
Pooja DarganKey Account Manager
WMD Asia Pte Ltd
1:25 pm - 3:25 pm Roundtable D | Why Cognitive Automation is Not RPA Richard Jones - Senior Vice President, APAC, AntWorks
Asheesh Mehra - Co-Founder and Group CEO, AntWorks
1:25 pm - 3:25 pm Roundtable H | Digitally Re-Invented SSOs Driving the Trend Towards “Smaller and More” Tausif Ishtiaque - Project Leader, The Boston Consulting Group
Sami Ahmed - Component Team Leader, LICT Project
The world is transitioning to a new data-driven global economy, and companies are looking at automation to improve operations and efficiency. Further, greater need for faster responsive to local customer needs and enhanced business continuity risk mitigation are leading to companies increasingly prioritizing proximity to key geographies whether markets, offices, or existing operations. In this evolving SSO market, Bangladeshi companies with regional footprint and capabilities present a viable case as delivery partners for such digital/ automation focus SSCs due to domestic factors (availability of skill, cost effectiveness, enabling ecosystem) as well as geographical factors (proximity, synergies) to the SEA markets.
Tausif IshtiaqueProject Leader
The Boston Consulting Group
Sami AhmedComponent Team Leader
1:25 pm - 3:25 pm Roundtable L | Adding Focus on Data Governance & Cyber Security in Your SSO Ross Mackay - Group Head, Global Shared Services and Finance Optimisation, International SOS
Rachael Straiton - Head, Data Management and Governance, DATAFIRST Program, DBS Bank
3:25 pm - 3:30 pm SSON Analytics Live Polling & Benchmarking Session
3:30 pm - 4:00 pm Afternoon Refreshments and Networking Break
Growing Organically Along the Shared Services Maturity Curve
Stream A | Emerging (First 4 Years)4:00 pm - 4:30 pm Adopting Co-Design and Customer-Centric Strategies When Setting up SSOs Peter Tow - Director, Project Management Office, Western Sydney University
- Attaining stakeholder buy-in and “champion”-ship through engagement and collaboration
- Embracing a customer-centric culture as the main focus driving university-wide change
- Creating university-wide transformation through Shared Services – a continuous journey
Peter TowDirector, Project Management Office
Western Sydney University
Stream A | Emerging (First 4 Years)4:30 pm - 5:00 pm Panel Discussion | Building the Optimal SSC with the Best-Value and Right-Location Alexander Gasmena - Director, Global Shared Services Pearson
David Cotter - Director & Site Lead, Global Business Solutions, Eli Lilly
Sharmini Krishnan - Managing Director, Lufthansa Services Philippines
Bridgette Stewart - Head, Finance Shared Centre, South Asia, Middle East & Africa, Lloyd's Register
- Balancing cost and value when setting up SSOs today
- Moving away from “low-cost” towards “right-cost”, and from “off-shore” to “right-shore”
- Identifying what’s best for your business and your SSO
- Creating optimal SSOs beyond mere numbers
David CotterDirector & Site Lead, Global Business Solutions
Sharmini KrishnanManaging Director
Lufthansa Services Philippines
Bridgette StewartHead, Finance Shared Centre, South Asia, Middle East & Africa
Alexander GasmenaDirector, Global Shared Services
Stream B | Mid-Maturity (5 – 9 Years)4:00 pm - 4:30 pm Advancing the Maturity Curve through Consolidation, Optimisation and Digitisation Rajeev Mall - Leader, Business Services Organisation, Coca-Cola Bottlers Japan
- Highlighting the importance of being "constructively disruptive" in today’s digital economy
- Formulating strategic growth plans through proper consolidation of processes
- Moving towards the next steps of optimisation and digitisation
Rajeev MallLeader, Business Services Organisation
Coca-Cola Bottlers Japan
Stream B | Mid-Maturity (5 – 9 Years)4:30 pm - 5:00 pm Panel Discussion | Transitioning from Low-Value Activities Towards High-Value Services Ross Mackay - Group Head, Global Shared Services and Finance Optimisation International SOS
Francisco Cardenas - Managing Director, World Health Organisation Global Service Centre
Nancy Cassiere - Head, Business Service Centre KL, GSK
Pallav Patni - Chief Financial Officer, ASEAN & Hong Kong II FP&A Director, Asia Pacific, Kimberly-Clark
Boon Heng Ang - Chief Financial Officer, China East Asia Pacific, GE Grid Solutions
- Building a continuous improvement culture and championing the shift towards high-value services
- Delivering ROI and value back to businesses through non-traditional services
- Strengthening the SSO’s foothold in the business
Francisco CardenasManaging Director
World Health Organisation Global Service Centre
Nancy CassiereHead, Business Service Centre KL
Pallav PatniChief Financial Officer, ASEAN & Hong Kong II FP&A Director, Asia Pacific
Ross MackayGroup Head, Global Shared Services and Finance Optimisation
Boon Heng AngChief Financial Officer, China East Asia Pacific
GE Grid Solutions
Stream C | Advanced Practitioners (9+ Years)4:00 pm - 4:30 pm Mapping The Road to GBS – How Does It Look Like and How Do We Get There? Naveen Gullapalli - Head, Strategy and Operations, Global Business Services Centres, Novartis
- Demystifying GBS – from concept to reality, what does it actually mean?
- Understanding what it takes to transition from a SSO to GBS
- Maximising economies of scale through the GBS model
Naveen GullapalliHead, Strategy and Operations, Global Business Services Centres
Stream C | Advanced Practitioners (9+ Years)4:30 pm - 5:00 pm Scaling Up DBS’s Centre of Excellence – where IT and Data Matters Rachael Straiton - Head, Data Management and Governance, DATAFIRST Program, DBS Bank
- Transforming traditional operating models into digital delivery models
- Shifting the focus from SSOs to CoEs
- Focusing on customer experience, design thinking models, data management and governance in the transformation journey
Rachael StraitonHead, Data Management and Governance, DATAFIRST Program
5:00 pm - 5:10 pm Intermission - Back to Plenary Hall
Challenging Traditions, Embracing New Models
5:10 pm - 5:40 pm BPO2.0: The BPO Reboot | Debating the Strategic Role of Outsourcing in Today’s Changing Shared Services LandscapeClaudio Quadarella - Chief Operating Officer, Singapore and South Asia Willis Towers Watson
Chee Sun Kwan - Chief Executive Officer, India, Standard Chartered Global Business Services
Anil Bhavnani - Director, BPO and Digital Transformation, India Site Leader, Pfizer
There has been a radical shift in the outsourcing industry over the past few years, and we have increasingly seen the emergence of “in-sourcing”, “back-sourcing” and now “digital sourcing”. Coupled with changing contractual models, outsourcing as we know it is no longer the same.
- What role does outsourcing have to play in today’s digital Shared Services environment?
- Out-sourcing vs. In-sourcing vs. Digital-sourcing – How relevant are these concepts in the current market?
- How do you design the right outsourcing strategy for the right processes?
Chee Sun KwanChief Executive Officer, India
Standard Chartered Global Business Services
Anil BhavnaniDirector, BPO and Digital Transformation, India Site Leader
Claudio QuadarellaChief Operating Officer, Singapore and South Asia
Willis Towers Watson