12 - 15 November, 2018 | Marina Bay Sands, Singapore

Conference Day 1: 13 November 2018

8:00 am - 8:45 am Morning Refreshment and Registration

8:45 am - 8:50 am Opening Greeting from SSON

8:50 am - 9:00 am Opening Remarks from Chairperson

Unlocking the Power of Asia for Further Growth & Value Across the Globe

9:00 am - 9:30 am Opening Keynote Address | Driving a Holistic Growth Strategy for your SSO – Leadership, Culture and Agility

Sumit 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  
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Sumit Mitra

Chief Executive Officer
TESCO Global Business Services

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?
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Sumit Mitra

Chief Executive Officer
TESCO Global Business Services

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Jorge Gilling

CEO, Global Business Services
AIG Malaysia

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Neeti Mahajan

Managing Director, Global Service Centre, Malaysia
HSBC

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King Lee

General Manager, Global Operations Asia Pacific
GE

10:10 am - 10:30 am Speed Networking Session

10:30 am - 11:00 am Morning Refreshments and Networking

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.

Next-Generation Workforce

11:00 am - 1:00 pm Roundtable A | The Magic 3Rs: Recruiting, Retaining and Re-training Talent

Next-Generation Workforce

11:00 am - 1:00 pm Roundtable B | Working with a Multi-Generational Workforce in Your SSO
Lucy Tan - Chief Human Resources Officer NatSteel Holdings Pte Ltd

Lucy Tan

Chief Human Resources Officer
NatSteel Holdings Pte Ltd

Next-Generation Workforce

11:00 am - 1:00 pm Roundtable C | Future-Ready: Up-Skilling and Re-Skilling to Prepare Your SSO Workforce
Rajeev Mall - Leader, Business Services Organisation Coca-Cola Bottlers Japan
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Rajeev Mall

Leader, Business Services Organisation
Coca-Cola Bottlers Japan

Next-Generation Workforce

11:00 am - 1:00 pm Roundtable D | Strengthening Core Capabilities and Building a Solid Leadership Pipeline

Next-Generation Workforce

11:00 am - 1:00 pm Roundtable E | Re-Creating Your SSO’s DNA and Culture for the Future Workforce
Kapil Maini - Head, Global Business Services Nokia
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Kapil Maini

Head, Global Business Services
Nokia

Value-Added Processes

11:00 am - 1:00 pm Roundtable F | Unleashing the Power of Data to Generate Insights and Create Value

Value-Added Processes

11:00 am - 1:00 pm Roundtable G | In The World of Finance: Streamlining End-to-End Finance Processes
Vikas Bajaj - Vice President, Global Shared Services Schneider Electric
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Vikas Bajaj

Vice President, Global Shared Services
Schneider Electric

Value-Added Processes

11:00 am - 1:00 pm Roundtable H | Automating HR Transactional Activities for Greater Efficiency
Anurag Nagar - APAC Talent Services Leader LinkedIn
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Anurag Nagar

APAC Talent Services Leader
LinkedIn

Value-Added Processes

11:00 am - 1:00 pm Roundtable I | Driving Value through Customer Experience Excellence in Your SSO

Value-Added Processes

11:00 am - 1:00 pm Roundtable J | Adding Focus on Data Governance & Cyber Security in Your SSO

Disruptive Technology

11:00 am - 1:00 pm Roundtable K | RPA 1.0: A Step-by-Step Guide to Kick-start Your RPA Journey

Disruptive Technology

11:00 am - 1:00 pm Roundtable L | RPA 2.0: Measuring Effectiveness, Evaluating Success and Generating ROI

Disruptive Technology

11:00 am - 1:00 pm Roundtable M | Bringing Automation to Scale with Cognitive Technologies

Disruptive Technology

11:00 am - 1:00 pm Roundtable N | Harnessing Artificial Intelligence & Machine Learning in Your SSOs

Disruptive Technology

11:00 am - 1:00 pm Roundtable O | Analysing the Emergence of Blockchain Technology and its Impact on SSOs

SS&O Models

11:00 am - 1:00 pm Roundtable P | Future Contracts & Pricing Models

SS&O Models

11:00 am - 1:00 pm Roundtable Q | “In-Sourcing” vs “Out-Sourcing” vs “Cyber-Sourcing"?

SS&O Models

11:00 am - 1:00 pm Roundtable R | Reviewing the Relevance of Traditional SS&O Models in the Digital Era
Sudhir Dasamantharao - Chief Transformation Officer; Director, Global Business Services APAC Boston Scientific
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Sudhir Dasamantharao

Chief Transformation Officer; Director, Global Business Services APAC
Boston Scientific

SS&O Models

11:00 am - 1:00 pm Roundtable S | Establishing SSOs as a Strategic Business Partner in your Organisation

SS&O Models

11:00 am - 1:00 pm Roundtable T | Moving Towards The New “End-Goal”: GBS, CoE or Something Else?
Nuno Oliveira - Head of GBS Business Service Center Bose Corporation
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Nuno Oliveira

Head of GBS Business Service Center
Bose Corporation

1:00 pm - 2:00 pm Networking Lunch

Growing Organically Along the Shared Services Maturity Curve

Stream A | Emerging (First 4 Years)

2:00 pm - 2:30 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 
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Peter Tow

Director, Project Management Office
Western Sydney University

Stream A | Emerging (First 4 Years)

2:30 pm - 3:00 pm Better, Faster, Smarter – Setting Up Your SSO Smartly in Today’s Digital Economy
Sharmini Krishnan - Managing Director Lufthansa Services Philippines
  • Developing clear objectives and goals before setting up your SSO
  • Highlighting the importance of communication and continuous evaluation
  • Designing a cost-efficient and timely migration and process standardisation strategy
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Sharmini Krishnan

Managing Director
Lufthansa Services Philippines

Stream A | Emerging (First 4 Years)

3:00 pm - 3:30 pm Panel Discussion | Building the Optimal SSC with the Best-Value and Right-Location
Gavin Ifield - Director, Global Business Services, APAC AECOM
David Cotter - Director & Site Lead, Global Business Solutions Eli Lilly
  • 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 
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Gavin Ifield

Director, Global Business Services, APAC
AECOM

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David Cotter

Director & Site Lead, Global Business Solutions
Eli Lilly

Stream B | Mid-Maturity (5 – 9 Years)

2:00 pm - 2:30 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
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Rajeev Mall

Leader, Business Services Organisation
Coca-Cola Bottlers Japan

Stream B | Mid-Maturity (5 – 9 Years)

2:30 pm - 3:00 pm Evolving the SSO Function Beyond Numbers – Towards Actionable, Valuable Insights
Jose Marie Pabiton - Chief Financial Officer and Head of Finance Delivery Centre Manila ANZ
  • Moving away from reporting and re-investing time spent on generating meaningful insights
  • Utilising digital and automation tools within the function
  • Changing the game through data and analytics 
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Jose Marie Pabiton

Chief Financial Officer and Head of Finance Delivery Centre Manila
ANZ

  • 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 
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Francisco Cardenas

Managing Director
World Health Organisation Global Service Centre

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Alexander Joramsa

Chief Financial Officer, APAC and China
GE Grid Solutions

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Nancy Cassiere

Head, Business Service Centre KL
GSK

Stream C | Next-Generation Shared Services

2:00 pm - 2:30 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 
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Rachael Straiton

Head, Data Management and Governance, DATAFIRST Program
DBS Bank

Stream C | Next-Generation Shared Services

2:40 pm - 3:10 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 
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Naveen Gullapalli

Head, Strategy and Operations, Global Business Services Centres
Novartis

Stream C | Next-Generation Shared Services

3:00 pm - 3:40 pm Embracing Customer-Centricity in HSBC’s Shared Services Transformation Journey
Neeti Mahajan - Managing Director, Global Service Centre, Malaysia HSBC
  • Placing the end-customer at the heart of transformation and change
  • Building human intelligence into Shared Services functions
  • Nurturing greater collaboration across functions to provide better service and deliver greater value to end-customers
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Neeti Mahajan

Managing Director, Global Service Centre, Malaysia
HSBC

3:40 pm - 4:10 pm Afternoon Refreshments and Networking

Challenging Traditions, Embracing New Models

4:10 pm - 4:40 pm 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
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Sudhir Dasamantharao

Chief Transformation Officer; Director, Global Business Services APAC
Boston Scientific

4:40 pm - 5:20 pm Fireside Chat | On The Brink of Irrelevance? Debating the Strategic Role of Outsourcing in Today’s Changing Shared Services Landscape

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? 
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Chee Sun Kwan

Chief Executive Officer, India
Standard Chartered Global Business Services

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Anil Bhavnani

Director, BPO and Digital Transformation, India Site Leader
Pfizer

5:20 pm - 5:30 pm Closing Remarks by Chairperson

5:30 pm - 5:30 pm End of Conference Day 1