CONFERENCE DAY 1 – TUESDAY, 21 NOVEMBER 2017

8:00 AM - 8:40 AM Morning Refreshment & Registration

8:35 AM - 8:50 AM Opening Greeting from SSON

8:50 AM - 9:00 AM Opening Address by Conference Chairman

Ross Mackay, Managing Director, DHL Asia Pacific Shared Services

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Ross Mackay

Managing Director
DHL Asia Pacific Shared Services
With the advent of intelligent automation and an increasingly digital environment, the next 5 years will bring exponential change to the global shared services industry at an unprecedented scale. What are the impacts and implications for the Asian shared services industry? Can they retain their competitive advantage while still delivering value-adding services to drive both top and bottom line results? This power panel will bring together leading CFOs, and Global Heads of Shared Services to debate and discuss key issues, identify key opportunities and navigate through these uncertain yet potentially rewarding times.

· Has intelligent automation levelled the playing field for SSCs outside of Asia?
· How can the Philippines, Singapore and Malaysia continue to preserve their competitive advantage and deliver value-adding services?
· Embracing exponential change in the next 5 years - How prepared are Asian SSCs ready to deal with the digital storm?
· Analysing the role of technology: Wither the role of regional centres and the rise of a centralized GBS? Is Asia ready to take the lead?

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Ross Mackay

Managing Director
DHL Asia Pacific Shared Services
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Paul Bartley

Director, Global Shared Services
Becton Dickinson

Jorge Gilling

CEO, Global Business Services
AIG Malaysia

Heiko Nitsche

CEO
Mercedes Benz Group Services Philippines, Inc.

Jean-Claude De Vera

Head of GBS
LafargeHolcim

Darren Rushworth

President, APAC
NICE

9:30 AM - 10:10 AM Panel Discussion: Intelligent Automation and the Rise of the Robots: Is Data the Most Important Ingredient for Process Standardization and Successful RPA? Debunking Myths and Establishing Realities

Asheesh Mehra, CEO, Antworks Vignesh Mohan, Director, Digital Services Operations, Dell EMC Sanjay Bhatnagar, Vice President – Information Technology, AON HEWITT Ronen Lamdan, VP Sales, APAC, Workfusion Sanjeev Behl, Managing Director, Citi Transactional Services Ross Mackay, Managing Director, DHL Asia Pacific Shared Services
Intelligent automation is not about what if anymore, but rather how fast you can implement and what results you can achieve and demonstrate to your leadership. A year into RPA implementation, the shared services market has seen that data challenges threaten to skew RPA results and outcome. One common question raised by end users is whether a solution for multi-format data ingestion exists. In addition, can you scale up your intelligent automation journey with machine learning and AI? Rather than focus on the generic benefits of intelligent automation, this hard-hitting panel debate will zoom in straight on the core methodologies adopted by functional business leaders, implementation strategies and quantifiable benefits gained in automating transactional processes.
  • Overcoming data challenges that skew RPA’s outcome: Multi format data ingestion for automation
  • End-to-end automation vs individual process automation - What has worked and what were the results?
  • RPA as a standalone vs RPA with machine learning and AI?
  • Can intelligent automation drive process re-engineering?
  • Is intelligent automation as the answer to straight through processing?

Asheesh Mehra

CEO
Antworks

Vignesh Mohan

Director, Digital Services Operations
Dell EMC

Sanjay Bhatnagar

Vice President – Information Technology
AON HEWITT
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Ronen Lamdan

VP Sales, APAC
Workfusion

Sanjeev Behl

Managing Director
Citi Transactional Services
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Ross Mackay

Managing Director
DHL Asia Pacific Shared Services

10:10 AM - 10:30 AM Fireside Chat- Advancing your Shared Services Operations: Taking it to the Next Level through Automation

Tilak Banerjee, Director Global Business Services, Dell EMC Richard Jones, Vice President, Asia, Automation Anywhere

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Tilak Banerjee

Director Global Business Services
Dell EMC

Richard Jones

Vice President, Asia
Automation Anywhere

10:30 AM - 11:00 AM Accelerating up the Maturity Curve in the Shortest Possible Time- Lessons Learnt from Swarovski’s journey to a GBS

Marcel Angst, EVP Global Business Services, Swarovski
· Why moving straight to a GBS model and not taking the traditional incremental approach?
· What are the preconditions and enablers to success on that journey?
· How to ensure that your GBS becomes a nucleus of your organisation by delivering value-added services?
· How to embed Asia and its key markets in the global GBS network?
· Change Management: The permanent challenge and key factor. How to balance empowerment and engagement globally and with Asian teams?

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Marcel Angst

EVP Global Business Services
Swarovski

11:00 AM - 11:10 AM Speed Networking Session

11:10 AM - 11:40 AM Morning Tea and Networking Break

Interactive Discussion Groups (IDG) – 3 Rotations @ 40 Minutes Each

11:40 AM - 1:40 PM Topic A: Choose Your lane: Elect the Right Processes for RPA

Govind Sandus, Co-Founder and CFO, AntWorks


Govind Sandus

Co-Founder and CFO
AntWorks

11:40 AM - 1:40 PM Topic E: Leading change in an increasingly automated environment

Ross Mackay, Managing Director, DHL Asia Pacific Shared Services Nicholas Stipp, Head of Solutions Consulting, Thomson Reuters

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Ross Mackay

Managing Director
DHL Asia Pacific Shared Services
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Nicholas Stipp

Head of Solutions Consulting
Thomson Reuters

Sponsored by: Thomson Reuters

11:40 AM - 1:40 PM Topic I: Value adding in a digital world- Leveraging big data analytics

Pocholo Capule, Director and Head of Advanced Analytics, Manulife Neeraj Verma, Global Analytics Consultant, NICE

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Pocholo Capule

Director and Head of Advanced Analytics
Manulife

Neeraj Verma

Global Analytics Consultant
NICE

11:40 AM - 1:40 PM Topic M: Up-skilling your workforce to prepare them for value-adding roles

Nathalie Bernardo, Director, GBS HR Asia Pacific, Coca Cola

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Nathalie Bernardo

Director, GBS HR Asia Pacific
Coca Cola

11:40 AM - 1:40 PM Topic Q: Location Exploration: 5 things to consider when setting up your SSC today

Nyon Kam Yew, General Manager, Shell Business Centre

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Nyon Kam Yew

General Manager
Shell Business Centre

11:40 AM - 1:40 PM Topic B Operationalising RPA: Your 5-Step Implementation and Execution Plan

Ronen Lamdan, VP Sales, APAC, Workfusion

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Ronen Lamdan

VP Sales, APAC
Workfusion

Sponsored by: ActiveOps – Manage Differently

11:40 AM - 1:40 PM Topic F: Are You Leading Differently in the Digital Age?

Darren Hauschild, Managing Director Asia Pacific, ActiveOps

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Darren Hauschild

Managing Director Asia Pacific
ActiveOps

11:40 AM - 1:40 PM Topic J: Global Process Owners: Balancing Governance and Empowerment


Sponsored by: EY

11:40 AM - 1:40 PM Topic N: Your Intelligent Automation Journey: Creating Synergies between RPA, Cognitive, Chatbots and AI

Pascal Bornet, Director, EY

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Pascal Bornet

Director
EY

11:40 AM - 1:40 PM Topic R: Captive or Outsource? Changing Buyer Priorities and Value Propositions from BPO Providers

Rob Pretty, Leader, BPO Management & Analytics, Business Services & Support, Rio Tinto Jason Ku , Director , Accenture Operations Manoj Modak, Director, Accenture Operations

Rob Pretty

Leader, BPO Management & Analytics, Business Services & Support
Rio Tinto

Jason Ku

Director
Accenture Operations

Manoj Modak

Director
Accenture Operations

11:40 AM - 1:40 PM Topic C: How to recruit, retain and develop millennials?

Matthew Brady, Vice President, Global Asset Services, BHP

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Matthew Brady

Vice President, Global Asset Services
BHP

11:40 AM - 1:40 PM Topic G: Transitioning to a GBS: How, Why and When?

Marcel Angst, EVP Global Business Services, Swarovski

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Marcel Angst

EVP Global Business Services
Swarovski

11:40 AM - 1:40 PM Topic K: Intelligent Automation and Shared Services: From RPA to Intelligent Automation

Brett Jones, Robotics Process Automation Lead, NICE

Brett Jones

Robotics Process Automation Lead
NICE

Sponsored by: WorkFusion

11:40 AM - 1:40 PM Topic O: How to Decode the RPA Buzz : From deployment to scaling

Richard Jones, Vice President, Asia, Automation Anywhere

Richard Jones

Vice President, Asia
Automation Anywhere

Sponsored by: NICE

11:40 AM - 1:40 PM Topic S: Fast-Track Your SSC Journey: Set Up in Less Than 24 Months!

Tanmay Agarwal, Vice President, Business Services, Hindustan Coca-Cola Beverages Pvt Ltd

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Tanmay Agarwal

Vice President, Business Services
Hindustan Coca-Cola Beverages Pvt Ltd

11:30 AM - 1:40 PM Topic D: Global payroll systems and outsourcing Strategies- Is your organisation ready for it?

Sharon Quau, Senior Payroll Service Delivery Manager, Microsoft Rupa Kanakapura, Payroll Transformation Manager, Microsoft

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Sharon Quau

Senior Payroll Service Delivery Manager
Microsoft

Rupa Kanakapura

Payroll Transformation Manager
Microsoft

11:40 AM - 1:40 PM Topic H: How Smart is Your Business Services?

Juliana Seah, Director, KPMG

Juliana Seah

Director
KPMG

11:40 AM - 1:40 PM Topic L: Delighting your customers and providing a world class experience

Neel Augusthy, CFO, Southeast Asia, Medtronic

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Neel Augusthy

CFO, Southeast Asia
Medtronic

11:40 AM - 1:40 PM Topic P: Beyond Automation: How Your Shared Service Drives Business Value from Spend Management

Laura Houldsworth, Head, Enterprise Sales, Concur Technologies

Laura Houldsworth

Head, Enterprise Sales
Concur Technologies

Sponsored by: Concur

11:40 AM - 1:40 PM Topic T: How Achievable are Your Automation Goals?

Raghunath Subramanian, Chief Customer Success Officer, UiPath

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Raghunath Subramanian

Chief Customer Success Officer
UiPath

Sponsored by: UiPath Srl.

1:40 PM - 2:40 PM Lunch Break



Afternoon Maturity Tracks
Every SSC is on their unique journey in the overall maturity curve. Depending on whom you ask, SSC leaders constantly battle a myriad of issues ranging from starting up and launching SSCs, to standardizing and improving processes, to leveraging data analytics and providing value-added services back to the organisation. The afternoon tracks have been designed to address the top issues and themes that various SSC leaders face according to where they sit on the maturity curve. With one common objective, the afternoon tracks will provide practical lessons and case studies to help SSC practitioners accelerate and leapfrog their journey.

Emerging (First 4 Years)

2:40 PM - 3:10 PM Generating Easy, Quick Wins to Accelerate Up your Shared Services Journey

Jorge Gilling, CEO, Global Business Services, AIG Malaysia
· Understanding and identifying your end goals in the SSC selection, planning and design stage
· Avoiding common pitfalls in rapid expansion and mobilisation of your SSC
· Delivering value-added services back to the business in less than 24 months
· Overcoming challenges in talent acquisition and attrition through automation and workforce mobility

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Jorge Gilling

CEO, Global Business Services
AIG Malaysia

Emerging (First 4 Years)

3:10 PM - 3:40 PM Setting Up a World-Class Shared Services Center in Record Time

Gaurav Mittal, Head of Service Excellence, Business Services, Hindustan Coca-Cola Beverages Pvt Ltd
• Analysing how Coca Cola set up a multifunction, full-fledged SSC in less than 10 months
• Practical strategies in dealing with standardizing regional processes and process migration
• Defining the processes in tandem with the SSC centralization
• Planning for the next stage from the get-go: How to ensure that you are well-prepared to ramp up post-migration and standardization

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Gaurav Mittal

Head of Service Excellence, Business Services
Hindustan Coca-Cola Beverages Pvt Ltd

Mid-Maturity (5-9 Years)

2:40 PM - 3:10 PM Transformation Journey Towards A Value Adding and High Performing Centre

Nyon Kam Yew, General Manager, Shell Business Centre
· Building the business case for value-adding services
· Ensuring that you have the right organisational structure, people and processes before you begin on your journey
· Leveraging technology and data to provide critical business insights
· Transitioning to a strategic business partner- turning insights into foresights

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Nyon Kam Yew

General Manager
Shell Business Centre

Mid-Maturity (5-9 Years)

3:10 PM - 3:40 PM Overcoming Challenges in Migration and Process Standardization for Shared Services

Rene Zimmermann, GBS Integration Manager, ABB
  • Clear governance structure and defined communication channels

  • Practical strategies for integrating regional processes into one global business service center: Centralizing at a country-level first, paperless process integration and internal agreement of integration

  • Fostering open and transparent communication to facilitate smooth migration

  • Are your processes automation-ready post-standardization?- Understanding the system landscape before integration and having a clear plan for a post-integration IS environment

  • Costs vs. benefits of system standardization/automation

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Rene Zimmermann

GBS Integration Manager
ABB

Next-Generation Shared Services (9+ Years)

2:40 PM - 3:10 PM Ensuring Your Centre of Excellence is Set Up for Success

Marcos Bonfim de Azevedo, Global SSO Analytics and Automation Director, Schlumberger
· Developing the business case for a CoE- Be prepared for high capital-intensive investments!
· Creating a knowledge-based and analytical service vs a simple reporting centre
· Outcome vs process-focused thinking and talent
· Ensuring proper governance and data protection in your CoE

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Marcos Bonfim de Azevedo

Global SSO Analytics and Automation Director
Schlumberger

Next-Generation Shared Services (9+ Years)

3:10 PM - 3:40 PM Leapfrogging and Accelerating Up the Maturity Curve: How to Build a Best in-Class Shared Services Centre: The Fonterra GBS Journey

Simon Hughes, General Manager, Global Business Services Asia, Fonterra

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Simon Hughes

General Manager, Global Business Services Asia
Fonterra

3:40 PM - 4:10 PM Afternoon Tea and Networking

4:10 PM - 4:40 PM Panel Discussion: Beginning Your Shared Services Journey: BPO vs Hybrid vs Captive Centres- Which Model Best Fits Your Business Strategy?

Rob Pretty, Leader, BPO Management & Analytics, Business Services & Support, Rio Tinto Navranjan Khanna, Director Finance Operations, Asia and MEA, Microsoft Zoltan Komlosi, Head of Global Finance Service – APAC, Hotelbeds Group
· Identifying transactional processes that can be outsourced- Why this is critical!
· Can a hybrid set up truly give you the quick wins you are looking for?
· Managing your outsourced partners to deliver measurable ROI
· Scaling up as quickly as possible- What are some of the pitfalls you need to be aware of?

Rob Pretty

Leader, BPO Management & Analytics, Business Services & Support
Rio Tinto
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Navranjan Khanna

Director Finance Operations, Asia and MEA
Microsoft

Zoltan Komlosi

Head of Global Finance Service – APAC
Hotelbeds Group

4:10 PM - 4:40 PM Moving from Regional Service Provider to a Global Business Service Model

Nathalie Bernardo, Director, GBS HR Asia Pacific, Coca Cola
· Ensuring a strong global governance structure to support a GBS model- Re-develop your KPIs, benchmarks and standards at a global scale
· Overcoming challenges in talent recruitment and retention
· Dealing with multiple language capabilities and requirements
· Building the business case and strategy to ramp and scale up to global operations and services

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Nathalie Bernardo

Director, GBS HR Asia Pacific
Coca Cola
· How will digitization and automation (re)define the next generation of shared services?
· How are leaders preparing and future-proofing their shared service centres?
· Are you ready for the GBS evolution? Is this the next step in the right direction?
· What else is in your value-added service catalogue?
· Integrating and linking back and front office functions to have positively impact customer experience


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Jean-Claude De Vera

Head of GBS
LafargeHolcim

Paul Bartley

Director, Global Shared Services
Becton Dickinson

Jean-Paul Binot

Executive Director, Global Compliance & Reporting,Tax & Finance Operations
EY

Manish Shah

Vice President, Southeast Asia
Verint Systems
Emerging Shared Services Roundtable Discussions 

4:40 PM - 5:20 PM Roundtable A: Leapfrogging and Accelerating Up the Maturity Curve in the Shortest Possible Time- What Else Can You Do?

Simon Hughes, General Manager, Global Business Services Asia, Fonterra

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Simon Hughes

General Manager, Global Business Services Asia
Fonterra

4:40 PM - 5:20 PM Roundtable B: Future-Proofing Your Shared Services Journey- Ensuring You Are Well Prepared for Expansion!

Tanmay Agarwal, Vice President, Business Services, Hindustan Coca-Cola Beverages Pvt Ltd

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Tanmay Agarwal

Vice President, Business Services
Hindustan Coca-Cola Beverages Pvt Ltd

4:40 PM - 5:20 PM Roundtable D: Analysing the Real Benefits of Outsourcing- How and When You Should Outsource

Anil Bhavnani, Director, BPO Operations, Global Financial Solutions, Pfizer

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Anil Bhavnani

Director, BPO Operations, Global Financial Solutions
Pfizer
Mid-Maturity  Shared Services Roundtable Discussions 

4:40 PM - 5:20 PM Roundtable A: Delivering Value Back- How Can You Do This in Record Time?

Nathalie Bernardo, Director, GBS HR Asia Pacific, Coca Cola

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Nathalie Bernardo

Director, GBS HR Asia Pacific
Coca Cola

4:40 PM - 5:20 PM Roundtable B: Continuous Improvement and Process Re-Engineering

Juan Carlos Ruiz, Senior Director, Global Shared Services, e2open

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Juan Carlos Ruiz

Senior Director, Global Shared Services
e2open

4:40 PM - 5:20 PM Roundtable C: Future-Proofing Your Shared Services Journey- Ensuring You Are Well Prepared for Expansion!

Tanmay Agarwal, Vice President, Business Services, Hindustan Coca-Cola Beverages Pvt Ltd

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Tanmay Agarwal

Vice President, Business Services
Hindustan Coca-Cola Beverages Pvt Ltd
Next-Generation  Shared Services Roundtable Discussions 

4:40 PM - 5:20 PM Roundtable A: To GBS or not?- That is the Question

Jean-Claude De Vera, Head of GBS, LafargeHolcim

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Jean-Claude De Vera

Head of GBS
LafargeHolcim

4:40 PM - 5:20 PM Roundtable B: Justifying the Value of a CoE

Marcos Bonfim de Azevedo, Global SSO Analytics and Automation Director, Schlumberger

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Marcos Bonfim de Azevedo

Global SSO Analytics and Automation Director
Schlumberger

5:20 PM - 5:50 PM Closing Keynote: Moving to GBS- The Art of the Possible

Khurram Shahzad, General Manager of Shared Services APAC, British American Tobacco (BAT)
· Can we rethink the GBS model? Moving from a cost-arbitrage model to a value adding centre
· Expanding your GBS scope- Transiting from a traditional service scope to a non-traditional one
· Leveraging GBS to drive a digital culture in your organisation

Khurram Shahzad

General Manager of Shared Services APAC
British American Tobacco (BAT)

5:50 PM - 6:00 PM Prize Giveaways

6:10 PM - 6:40 PM SSON Excellence Awards

6:40 PM - 6:40 PM Closing Remarks

6:40 PM - 6:40 PM Cocktail Reception