CONFERENCE DAY 2 – WEDNESDAY 22 NOVEMBER 2017

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

8:50 AM - 9:00 AM Opening Remarks from the Chairperson

· Where do you see the shared services centre in your overall corporate strategy?
· Tracking changes in the role of your SSC- Revolutionary vs Evolutionary
· SSC/GBS as a proposal engine- Constantly staying ahead of your customers by fuelling business strategy and challenging the status quo
· Finding Opportunities in Asia- How can Asian-centred SSCs take advantage of an increasingly automated environment?

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Venkat Padmanabhan

President and Global Head of Finance
Olam International
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Wong Kwok Foo

CFO
Karcher
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Marcel Angst

EVP Global Operations
Swarovski
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Paul Bartley

Director, Global Shared Services
Becton Dickinson

9:40 AM - 10:20 AM Beyond Repetitive Process Automation: When will BOTS start talking decisions?



Sponsored by: AntWorks

10:20 AM - 10:50 AM The GBS Report Card for Asia: Make the GBS Model Work For You

Varsha Singh, Senior Vice President and Head of Shared Services, Vodafone
· Lessons learnt from existing GBS models: Fundamentals that you can take away
· GPO creation: Understanding the challenges and opportunities for your organisation
· Delivering value-added services back to your organisation through a GBS model

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Varsha Singh

Senior Vice President and Head of Shared Services
Vodafone

10:50 AM - 11:20 AM Top 20 Most-Admired SSCs Benchmarking Exclusive

Want to know what good really looks like? And understand the data behind world-class SSCs? For the first time ever SSON Analytics has analysed digital and event data to establish which are the top 20 most-admired SSCs and worked with them to understand the metrics driving
their success.
These include:
• Global Attrition Rate • Cost per Invoice • Days to Close • Cost of Finance

11:20 AM - 11:50 AM Morning Tea And Networking Break

Functional Tracks Begin

F&A Transformation

11:50 AM - 12:20 PM Delivering a Global, World-Class, and Value Adding Financial Shared Services in Record Time

Ian Brown, Vice President, SBS and Finance, Asia Pacific, Solvay
· Setting key targets and timelines to transition from solely transactional to value-adding services
· Anticipating challenges and pitfalls in transforming your finance centre: Managing M&A, workforce retention and ERP system interoperability
· Analysing the key factors that enable a successful transformation
· Reviewing the future for financial shared services

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Ian Brown

Vice President, SBS and Finance, Asia Pacific
Solvay

12:20 PM - 12:50 PM Best-in-Class Finance Transformation for Shared Services

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

  • Establishing a clear purpose and vision of finance transformation & digital strategy
  • Conducting a feasibility and cost benefit analysis to build a strong business case and baseline
  • Identifying the right partner to partner with to build a roadmap for your transformation journey
  • Implementing the transformation road map – be ready for a bumpy ride initially!
  • Identifying and retaining your top performers during these tough times of change
  • Change leadership – mastering the key to successful transformation
  • Value realization – deriving value to the Business through evolution

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Anil Bhavnani

Director, BPO Operations, Global Financial Solutions
Pfizer

12:50 PM - 1:20 PM Analysing Microsoft’s Payroll Outsourced Journey- One Payroll Programme

Navranjan Khanna, Director Finance Operations, Asia and MEA, Microsoft
Find out how Microsoft has managed to consolidate payroll providers across, improve controls and employee experience along with the standardization of their global payroll operations through their One Payroll Program.

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Navranjan Khanna

Director Finance Operations, Asia and MEA
Microsoft
HR Transformation

11:50 AM - 12:20 PM Leadership in the Millennial Generation: How to Recruit, Engage and Retain Talent?

Andy Allen, Managing Director, RBC Investor and Treasury Services
· Aligning job functions to the millennial generation and mindset
· Developing a sustainable millennial workforce in your SSC
· Providing opportunities for your workforce to move into the commercial business units
· Grooming the next generation of millennial leaders- how can you ensure business continuity?

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Andy Allen

Managing Director
RBC Investor and Treasury Services

12:20 PM - 12:50 PM Roundtable Discussion: Up-Skilling Your Workforce to Take on Value-Added Services

  • Identifying key capabilities and skill gaps that your workforce needs to be developed in
  • Constantly engaging your workforce and building capabilities before you migrate new processes
  • Ensuring your workforce gets the business!
  • Encouraging constant engagement with business lines to ensure they get the bigger picture
  • Managing and implementing a robust change management programme

12:50 PM - 1:20 PM Digital HR - Building The Next Generation of Employee Experiences

Animesh Mukherjee, Head - HR Centre of Expertise, Digi Telecommunications
· Laying out the roadmap for Digital HR: How we envision the future?
· Our Digital HR journey across 24 months - Use cases, successes/failures, pivots & learning
· Transforming employee experiences through a combination of social, cloud, cognitive & on-demand platforms

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Animesh Mukherjee

Head - HR Centre of Expertise
Digi Telecommunications
Multi-Function

11:50 AM - 12:20 PM Embarking on your Digital Transformation Journey: What You Need to Know about Digitizing Your Core

Rajeev Jain, VP Global Operations Centres Organisation, Business Transformation, HP
· Navigating through complexities of legacy and current systems
· Implementing a strong change management programmeto manage the transformation
· Analysing the key factors that enable a successful transformation
· Demonstrating the cost-savings, efficiency gains and ROI by going digital

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Rajeev Jain

VP Global Operations Centres Organisation, Business Transformation
HP

12:20 PM - 12:50 PM Adding Value through Business Consulting: The Siemens Case Study

Michael Stafford, Head of Business Shared Services ASEAN, Siemens
· Overview of Siemen’s regional process office programme
· Delivering value back through business consulting
· Ensuring your workforce gets the Measuring cost recovery gains and improved efficiencies across the business
· Identifying other potential value-adding services in the near future for Siemens

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Michael Stafford

Head of Business Shared Services ASEAN
Siemens

12:50 PM - 1:20 PM Global Process Owners: Selecting the Right Model that Balances Empowerment and Governance

· Where should your GPO sit within your organisation?
· Managing accountability and delivery
· How will automation impact the role of GPOs?
· Cost-benefit analysis of GPO implementation

1:20 PM - 2:20 PM Lunch and Networking

Streams on Key Topical Priorities

Robotics and Intelligent Automation 

2:20 PM - 2:50 PM Kick Starting Your RPA Journey with Easy Wins, Careful Process Selection and Pilot implementations

Viji Varghese, Head of Centre of Excellence, Robotics and Automation, ANZ Bank
· Beginning your journey with activity-based automation, not end-to-end automation
· Get your business functions and not IT to lead RPA initiatives
· Working closely with process owners during design and execution phase
· Quantifying and reviewing tangible results, cost savings, FTE and efficiency gains

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Viji Varghese

Head of Centre of Excellence, Robotics and Automation
ANZ Bank

2:50 PM - 3:20 PM Implementing Machine Learning and AI together with RPA to Ensure Scalability of Complex Processes

Vignesh Mohan, Senior Manager, Digital Transformation, Dell EMC
While simple robotic automation can achieve cost efficiencies for basic transactional processes and help free up talent to focus on value-added services, many SSCs are starting to execute robotics in tandem with machine learning and artificial intelligence.
The objective is to reach end-to-end automation and utilize intelligent automation to carry out complex processes which require cognitive and contextual abilities.
This session will examine some of the successful pilots that have already been implemented, and touch on the design and execution strategy for these projects, before finally drawing on the quantifiable benefits gained and lessons learnt

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Vignesh Mohan

Senior Manager, Digital Transformation
Dell EMC
Data Analytics and Big Data

2:20 PM - 2:50 PM Leveraging Big Data and Data Analytics to Deliver Business Insights: The Hotel Beds Group Journey

Zoltan Komlosi, Head of Global Finance Service – APAC, Hotelbeds Group
· Overview of recent acquisitions in the last 12 months and integrating and streamlining finance operations
· Overcoming challenges in standardization and centralization: How we took the best of all worlds
· Leveraging big data and analytics to deliver business insights in both finance processes and business operations
· Analysing the future of big data and analytics in future shared services functions within the Hotel Beds Group

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Zoltan Komlosi

Head of Global Finance Service – APAC
Hotelbeds Group

2:50 PM - 3:20 PM Back to Basics: Building Your Data Strategy Right from the Onset

Pocholo Capule, Director and Head of Advanced Analytics, Manulife
· Ensuring that you have the right data sources, reliability and accuracy
· Partnering with business functions to agree on the right data sets to analyse
· Ensuring that your data is digital- Working across and integrating various systems and data sets
· Managing the data- Have you got the right person in charge?

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Pocholo Capule

Director and Head of Advanced Analytics
Manulife
Customer Experience and Business Partnering

2:20 PM - 2:50 PM Creating a Culture of Customer Experience Excellence within Your SSC

Dheeraj Popli, Director GBS Asia Pacific, JLL
· Highlighting the importance of this as you move your SSC beyond transactional activities
· Re-evaluating CX measurement models, and (re)training your employees to deliver excellent customer service
· Balancing technological innovations in CX with the human touch
· Empowering your employees to deliver excellent customer experience by providing them with tools to get instant feedback and re-mapping your KPIs around these channels

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Dheeraj Popli

Director GBS Asia Pacific
JLL

2:50 PM - 3:20 PM Delivering Excellent Customer Experience through Strategic Business Partnering

  • Engaging your customers constantly through business partnering to understand what they truly need
  • Providing transparent, mobile and real-time feedback to improve communication channels
  • Ensuring continuous improvement in your CX model to delight not satisfy your customers
  • Recognizing and rewarding teams and employees who excel in customer service delivery

3:20 PM - 3:50 PM Afternoon Tea and Networking Break

This interactive roundtable format session will allow delegates to hear from 3 different end user practitioners who have successfully designed, implemented and executed RPA and IA for their processes. Each roundtable will focus on providing delegates with the following points:
· The business context of your organisation in which RPA is beneficial
· Design methodology and strategy
· Process selection priority and methodology
· Project execution strategy
· Overcoming technical and cultural challenges in implementation
· RPA governance structure
· Quantifiable results and measureable ROI
· Lessons learnt
Come and learn how to roll RPA initiatives across finance, HR, procurement, IT, supply chain and CX processes!

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Anshu Gupta

Director and Head Service Delivery, HR Global Operations
Ericsson
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Vignesh Mohan

Senior Manager, Digital Transformation
Dell EMC
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Viji Varghese

Head of Centre of Excellence, Robotics and Automation
ANZ Bank
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Anil Bhavnani

Director, BPO Operations, Global Financial Solutions
Pfizer

3:50 PM - 5:20 PM Utilizing Data Analytics in HR to Effectively Hire, Retain and Develop Talent: The Lenovo Experience

Subhankar Roy Chowdhury, Executive Director HR, Lenovo Asia Pacific
· Attrition risk modelling to reduce attrition rates
· Leveraging unstructured and structured data for strategic workforce planning
· Building a data driven culture to drive decisions in HR
· Building the business case for HR analytics by focusing on the business impact

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Subhankar Roy Chowdhury

Executive Director HR
Lenovo Asia Pacific
· Overcoming the biggest challenges in defining your data analytics strategy
· Taking ownership of the project- Who exactly needs to do so to drive projects forward
· Working closely with business units to define data sets to drive business decisions
· Avoiding pitfalls in your data analytics strategy- quick tips from early adopter practitioners

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Zoltan Komlosi

Head of Global Finance Service – APAC
Hotelbeds Group
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Pocholo Capule

Director and Head of Advanced Analytics
Manulife
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Subhankar Roy Chowdhury

Executive Director HR
Lenovo Asia Pacific

3:50 PM - 5:20 PM Customer Experience Interactive Show Case: Success Stories and Technological Demonstrations

Animesh Mukherjee, Head - HR Centre of Expertise, Digi Telecommunications
Technology is often seen as an enabler in driving better customer satisfaction. Rather than examine age-old initiatives and customer surveys and feedback forms, this interactive roundtable format session will allow delegates to experience first-hand 3 different end user practitioners who have successfully utilised technology to design and implement mobile and real-time CX monitoring and delivery applications. Each roundtable will focus on providing delegates with the following points:
· Challenge faced in their organisation
· Design methodology and strategy
· Project execution strategy
· Overcoming technical and cultural challenges in adoption
· Quantifiable results and measureable ROI
· Lessons learnt
Rather than sit in and listen to how customer experience can be enhanced, take part in these interactive technical demonstrations!

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Animesh Mukherjee

Head - HR Centre of Expertise
Digi Telecommunications

5:20 PM - 5:50 PM Strategic Workforce Planning for Shared Services: How Prepared Are You to Cope with a Rapidly Evolving Landscape?

Matthew Brady, Vice President, Global Asset Services, BHP
· Future-proofing your workforce: What has the industry done to prepare for a changing workforce scenario?
· Do we even know what strategic workforce planning really means?
· Overcoming challenges in multi-generational workforces
· Next generation leadership for your shared service centre

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Matthew Brady

Vice President, Global Asset Services
BHP

5:50 PM - 6:20 PM Closing Remarks and End of Conference