Pre-Conference Workshops – Monday, 20 November 2017

9:00 AM - 11:00 AM Workshop A: Shared Services 101: The Fundamentals of Designing, Building and Implementing a Shared Service Centre in Asia

Gaurav Mittal, Head of Service Excellence, Business Services, Hindustan Coca-Cola Beverages Pvt Ltd
Critical to the success of a new shared service operation, is a clear purpose, a detailed business case, a gated approach and a focus on the people. This workshop will focus on the essential activities to plan, launch, stabilize and transform a new shared services organization
• Establishing a clear purpose and vision
• Conducting feasibility and cost analysis: Building a successful business case and baseline
• Implementing transformation
• Identifying and retaining your top performers during times of change
• Change leadership – mastering the key to a successful transformation
• The top 10 must haves for SSC success!


Gaurav Mittal

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

10:30 AM - 12:30 PM Workshop B: Operationalising RPA - Top 10 Challenges (and How to Overcome Them!)

Viji Varghese, Head of Centre of Excellence, Robotics and Automation, ANZ Bank
Robotic Process Automation (RPA) continues to transform the shared services market, taking business process automation to the next level and redefining labour and location strategies through the advent of the virtual workforce. But using RPA platforms to create automations is the easy part – the challenge lies in shepherding the transition to an automation-enabled operating model and to then manage the new environment to ensure responsiveness to constantly changing business requirements. Moreover, a year in has seen one in three projects prove unsuccessful- making it imperative that you understand how and what pitfalls to avoid when embarking on your RPA journey.
This workshop will open with an overview presentation and interactive group discussion on the “Top 10 Challenges” to operationalising RPA, including case studies on how ANZ has overcome them. The main group will then disperse into breakout sessions for focused dialogue on:
• Collaboration with IT on architecture, infrastructure, security and change management
• Communication planning, stakeholder management and organisational redesign
• Governance, compliance, controls, audit and measuring success
• RPA COE org structure, roles, responsibilities, skillsets, service delivery methodology and interface to business/operations


Viji Varghese

Head of Centre of Excellence, Robotics and Automation
ANZ Bank

1:30 PM - 3:30 PM Workshop C: Wining the War on Talent- Leadership and Talent Management in a Digital Age

Animesh Mukherjee, Head - HR Centre of Expertise, Digi Telecommunications
As shared services centres and your workforce dynamics continue to evolve in an increasingly digital age, talent management and retention remains a top priority for shared services leaders in Asia. Moreover, it is imperative that today’s leaders are well equipped to manage, motivate and engage a younger workforce and the millennial generation. This workshop will provide the 5 key takeaways in engaging, retaining and developing your workforce, and provide you with a capability roadmap and strategy for HR success.


Animesh Mukherjee

Head - HR Centre of Expertise
Digi Telecommunications

4:00 PM - 6:00 PM Workshop D: Optimizing Data Analytics & Empower Your SSC to Provide Increase Value-Added Services

Pocholo Capule, Director and Head of Advanced Analytics, Manulife
It is often argued that the quickest way to deliver value-added services is to harness data analytics to deliver critical business insights. However, many SSCs have difficulty adopting a systematic approach in implementing in-depth data analytics. Currently, many data analytics frameworks are still based on simple data extraction and manual conclusion drawing. This workshop will illustrate how you can build a tangible data analytics strategy to achieve business intelligence through practical case studies.
• Building a strong business case for data analytics implementations to gain stakeholder buy-in
• Using big data and effective analytics within your SSC to move up the value chain
• How can data analytics help with strategic business reporting?
• 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
• Case studies, examples of data analytics process in SSCs


Pocholo Capule

Director and Head of Advanced Analytics