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

Conference Day 2: 14 November 2018

8:00 am - 8:50 am Morning Refreshment and Registration

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

Creating Synergies between Shared Services Centres & Business Functions

9:00 am - 9:30 am Creating the Seamless Integration of SSOs with the Wider Business Unit

AJ Wijesinghe - Chief Global Business Services Officer JLL
Bidding goodbye to traditional “low-cost” centres, Shared Services functions now embrace “high-value” activities that undeniably play critical roles in strategic decision-making for businesses. How can Shared Services become an integral part of businesses? How can businesses strategically leverage Shared Services insights? It is about embracing the digital workforce, it is about adding measured value, it is about harnessing technology, and it is about challenging traditions!
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AJ Wijesinghe

Chief Global Business Services Officer
JLL

Every dollar counts, especially to CFOs. With increasing emphasis on “doing more with less”, find out what CFOs really want for every dollar they are paying for when it comes to Shared Services activities. 
  • What do CFOs and businesses truly want from SSOs?
  • How much of Shared Services activities actually add meaningful, commercial value to business units?
  • Beyond just SLAs and KPIs – How can SSOs and businesses forge better partnerships together? 
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Varthini Larue

Chief Financial Officer, South East Asia
Air Liquide

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Rajesh Shroff

Chief Financial Officer
Adani Group

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Mirko Dierks

Chief Financial Officer, Malaysia and Brunei
Zuellig Pharma

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Agnes Lim

Chief Financial Officer, Asia Pacific
JLL

10:10 am - 10:30 am Top 20 Most-Admired SSOs Benchmarking Exclusive

Want to know what good really looks like? Want to understand the data behind world-class SSOs? SSON Analytics has analysed digital and event data to establish which are the top 20 most-admired SSOs and worked with them to understand the metrics driving their success.

10:30 am - 11:00 am Disruptive Technology Debate | Actualising the Full Potential of Disruptive Technology for Long-Term Scalable Growth

11:00 am - 11:20 am Group Networking Session

11:20 am - 11:50 am Morning Refreshments and Networking

Generating Meaningful Value, Driving Business Impact

Stream D | Finance Transformation

11:50 am - 12:20 pm Embracing Finance Transformation to “Do More with Less” – Increasing Scope of Work by 37% While Reducing FTE by 67%
Jeffrey Capulong - Head, Finance Shared Services Coca-Cola Bottlers Business Services Philippines
  • Automating finance processes to manage high-volume transactions effectively
  • Developing shared metrics and frameworks to drive stronger governance and compliance
  • Promoting organisation-wide cultural and mind-set shifts to support transformation

Jeffrey Capulong

Head, Finance Shared Services
Coca-Cola Bottlers Business Services Philippines

Stream D | Finance Transformation

12:20 pm - 12:50 pm Translating Finance Activities Into Value-Added Processes
Vikas Bajaj - Vice President, Global Shared Services Schneider Electric
  • Outsourcing transactional activities and focusing on customer relations in SSOs
  • Leveraging on design thinking and the human experience to re-engineer workflows
  • Empowering employees with relevant and critical insights to make informed decisions 
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Vikas Bajaj

Vice President, Global Shared Services
Schneider Electric

Stream E | HR Transformation

11:50 am - 12:20 pm Harnessing AI Technologies to Streamline HR Processes – a Pearson Recruitment Case Study
Alexander Gasmena - Director, Global Shared Services Pearson
  • Utilising machine learning and predictive analytics to generate valuable insights in CV sourcing
  • Validating interview questions and scoring systems more efficiently through AI
  • Improving quality assurance for cases handled by HR SSO teams

Alexander Gasmena

Director, Global Shared Services
Pearson

Stream E | HR Transformation

12:20 pm - 12:50 pm Embracing Cultural Differences in Alibaba HR SSO’s Leap from a Traditional SSO to a Smart SSO
Sherry Chen - Head of Global HR Shared Services Centre Alibaba
  • Diving deep into the cultural difference between traditional SSOs and new-age smart SSOs
  • Understanding the unique culture in a leading internet company
  • Paving the way for globalisation and achieving better team performance and KPIs 
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Sherry Chen

Head of Global HR Shared Services Centre
Alibaba

Stream F | Multi-Function

11:50 am - 12:20 pm Delivering Greater Value to Customers by Integrating SSO Operations into Businesses
Avinash Sankhe - Director, Shared Services Center, Commodities, Industry and Facilities Division Bureau Veritas
  • From process to delivery – Striving for global consistency in service delivery
  • Providing more efficient and effective services to businesses
  • Aligning processes and delivery to business needs 
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Avinash Sankhe

Director, Shared Services Center, Commodities, Industry and Facilities Division
Bureau Veritas

Stream F | Multi-Function

12:20 pm - 12:50 pm Driving Supply Chain Transformation as a Strategic Lever for SSOs
Kapil Maini - Head, Global Business Services Nokia
  • Re-thinking Supply Chain – More lean, more agile, more flexible
  • Uncovering meaningful insights along supply chain processes for core businesses
  • Demonstrating value through performance measurement tracking 
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Kapil Maini

Head, Global Business Services
Nokia

12:50 pm - 1:50 pm Networking Lunch

Stream G | Next-Generation Workforce

1:50 pm - 2:20 pm Strategic Workforce Planning for the Digital Shared Services Workforce
Kapil Maini - Head, Global Business Services Nokia
  • Building the right organisational band-strength in critical processes and functions
  • Navigating the challenges involved in re-engineering Shared Services workflows
  • Leveraging on strategic workforce planning to support business needs with effective talent recruitment, engagement and development
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Kapil Maini

Head, Global Business Services
Nokia

Stream G | Next-Generation Workforce

2:20 pm - 3:00 pm Panel Discussion | Bots & Brains – Integrating “Humans” and “Technology” for the Future SSO Workforce
Alexander Gasmena - Director, Global Shared Services Pearson
  • Embracing the concept of “co-working” in the rapidly changing SSO environment
  • Defining the next generation of high-diversity, high-performance digital workforce
  • Closing the widening workforce generational gap in the world of technology and automation
  • Equipping employees with new skills and competencies needed for the digital workforce

Alexander Gasmena

Director, Global Shared Services
Pearson

Stream H | Value-Added Processes

1:50 pm - 2:20 pm The Never-Ending Journey Towards Continuous Improvement – Providing an End-to-End Digital Experience for Customers
Cheryl O’Brien - Head, Credit Management & Debt Recovery Fletcher Building
  • Enhancing and automating back-end processes in Fletcher Building’s operations
  • Simplicity is key – Identifying the root cause and providing simple, direct solutions
  • Providing meaningful and real value from customer experience through to back-office efficiencies and compliance 
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Cheryl O’Brien

Head, Credit Management & Debt Recovery
Fletcher Building

Stream H | Value-Added Processes

2:20 pm - 3:00 pm Panel Discussion | Re-Defining Next-Generation Shared Services as a Visible Asset for Commercial Businesses
Santosh Stephen - Chief Financial Officer – PTIS A.P. Moller – Maersk
Nuno Oliveira - Head of GBS Business Service Center Bose Corporation
  • Leveraging on Shared Services activities to generate commercial value and meaningful insights
  • Designing practical strategies to maximise profitability, reduce costs and enhance efficiency
  • Highlighting the power of data and analytics within SSOs 
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Santosh Stephen

Chief Financial Officer – PTIS
A.P. Moller – Maersk

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Nuno Oliveira

Head of GBS Business Service Center
Bose Corporation

Stream I | Disruptive Technology

1:50 pm - 2:20 pm The Pfizer Journey Towards 80 Bots in 1 Year – Do’s and Don’ts, Successes and Lessons Learnt
Anil Bhavnani - Director, BPO and Digital Transformation, India Site Leader Pfizer
  • Mapping the right processes for the right automation strategy
  • Setting clear benchmarks, KPIs for continuous project evaluation
  • Choosing the service delivery model that best fits your organisational needs and processes 
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Anil Bhavnani

Director, BPO and Digital Transformation, India Site Leader
Pfizer

Stream I | Disruptive Technology

2:20 pm - 3:00 pm Panel Discussion | Intelligent Automation – Means to an End, or The End Goal?
Kwok Foo Wong - Chief Financial Officer, ASEAN, India, S. Korea, Taiwan Karcher South Asia
  • Maximising the SSO value through Intelligent Automation
  • Navigating challenges involved with enterprise legacy data, systems and infrastructure
  • Will Intelligent Automation be the answer to the workforce crunch?
  • The hottest issue – How can we accelerate automation in a sustainable manner? 
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Kwok Foo Wong

Chief Financial Officer, ASEAN, India, S. Korea, Taiwan
Karcher South Asia

3:00 pm - 3:30 pm Afternoon Refreshments and Networking

Future-Proofing Shared Services Centres

3:30 pm - 4:00 pm It’s All About You! Propelling your Shared Services Career Forward – Towards a Global Scale

Rodney Bergman - SVP Global Business Services Celestica
For the past 2 days, you have been hearing about what you can do to improve processes and activities within your SSOs. For the next 30-minutes, we invite you to put all that aside and think about yourself – your career within the Shared Services industry, how far you have come and where you would like to go. This session is all about you, all for you – and only you.
  • Mapping out your career path within the Shared Services industry
  • Charting your growth trajectory onwards, upwards and towards a global leadership role
  • Embracing authenticity, passion and agility as key ingredients in moving up the your career ladder
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Rodney Bergman

SVP Global Business Services
Celestica

4:00 pm - 4:30 pm Designing Next-Steps in Future-Proofing Your Shared Services Centres

Chee Sun Kwan - Chief Executive Officer, India Standard Chartered Global Business Services
  • Understanding what it means – and what it takes – to “future-proof” your Shared Services Centre
  • Embracing digital transformation and customer-centricity at the heart of change
  • Adapting to changing business needs while maintaining effective governance and compliance within SSOs
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Chee Sun Kwan

Chief Executive Officer, India
Standard Chartered Global Business Services

4:30 pm - 5:00 pm Challenging Traditional Shared Services Models and Exploring Alternatives for the Future

Nuno Oliveira - Head of GBS Business Service Center Bose Corporation
Forget everything you thought you knew about Shared Services because the future is different. What will Shared Services look like beyond 2018? As we move deeper into the world of digital transformation, how will virtual operations and the digital workforce interplay?
  • Breaking away from “cookie-cutter” models and delving into alternatives
  • Embracing the RPA and AI-driven “intelligent” workforce
  • Working smarter and better together as an organisation
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Nuno Oliveira

Head of GBS Business Service Center
Bose Corporation

5:00 pm - 5:10 pm Closing Remarks by Chairperson

5:10 pm - 5:10 pm End of Conference