13 - 16 May, 2019 | Lisbon, Portugal

Agenda Day 2

7:30 am - 7:45 am Coffee& Registration

7:50 am - 8:00 am Chairman's Opening Day Two

8:00 am - 8:25 am From “Back Office” to “One Office: How Mars Global Services is Pole-Vaulting to Maturity

Angela Mangiapane - President, Mars Global Services, Mars Inc
Hear from Angela Mangiane, President of Mars Global Services (MGS), about they have overhauled and redefined an organisation which for years was struggling to mature and to add tangible business value.

Understand how, over the past two years, Angela and her teams have re-energised the 2,400 employee-strong business services organisation, challenging the perception that a role in MGS equals being subservient to the wider organiz=sation, and how they have created a culture of continuous, grassroots improvements. Learn how, through their "we are all digital" campaign, they saved 300,000 hours in 2018 through automation, and how through a targeted hiring campaign they are creating a culture whereby business services is seen as a vital part of the wider organisation and not a separate entity.  


Angela Mangiapane

President, Mars Global Services
Mars Inc

8:25 am - 8:50 am Case Study Session: Plug & Play Robotics - Enabling Key Delivery for a Forward-Looking Business Services Organisation Can we add case study next to each of the case study talks along with an icon?

Adrian Maciszewski - Managing Director Global Business Services, QVC
Mike Webb - Executive Vice President, Head of Operations, Solvay Business Services
A multinational organisation will shed light on their robotic journey, highlighting 3 key objectives for the survival of SSCs - Flexibility, Leanness & Scalability. They have selected a path that some research analysts call “Accelerated Robotics” which encompasses Plug’n Play robots with process knowledge (Finance, HR, IT, Supply Chain, etc.) and pre-built integrations with enterprise systems such as ERP.
Key to success is: 
•Flexibility: quickly & effectively integrate new market opportunities into existing operations
•Leanness: operate at high efficiency by robotising both simple and complex processes by as much as 100% end-to-end
•Scalability: the Plug’n Play nature of these robots and the ability to manage 1000s of robots across the globe will allow you to change the size of operations up or down at speed, in the face of downturn or recovery, divestments or acquisitions


Adrian Maciszewski

Managing Director Global Business Services


Mike Webb

Executive Vice President, Head of Operations
Solvay Business Services

8:50 am - 9:30 am Digitalising Outsourcing Transformation – The Future of the Industry

It is undeniable that the rise of automation has had vast implications for the future of the outsourcing industry. The pace at which the intelligent automation industry has ballooned has led to the death of the FTE model, but the notion that outsourcing and automation are mutually exclusive is false. Focussing on omni-channel experience, leveraging efficiencies through implementing intelligent automation and creating customized experiences is becoming the norm, but precisely how are outsourcing trends impacting the SS and GBS industry?

This panel will explore the key trends impacting Business Services; highlighting case studies of successful digital transformation with the assistance of BPOs, the trends impacting SSCs, and where the key areas of growth and collaboration are for 2019, and the 2020s.

9:30 am - 9:55 am Intelligently Automating at Scale – Have We Reached a “Tipping Point?”

A few years ago RPA adoption was seen as a radically innovative strategy to drive business profitability, increase visibility of particular processes and to shift the bulk of employees away from transactional, mundane tasks and into advanced activities. In 2019, automation is increasingly becoming a central strategy for Business Service organisations that need to stay ahead of the curve and harness technology to deliver top and bottom line savings. However, as the world learns more, the rush to AI based tools is increasing. RPA seems like yesterday’s news; that is until you speak to some of the people leading the RPA evolution at some of the biggest brands in the world. These innovators are using terms like, ‘just getting started’ and they’re already at 10,000 bots. 
Hear from one leading Business Services organisation about how they are prioritising next-generation automation as a key pillar of their 2025 strategy. Learn about the key considerations made when deciding what to automate, and the successes and challenges associated with enterprise-wide implementation.

The World Economic Forum estimates that by 2025, 52% of tasks will have been taken over by some form of robotics or automation. Against this backdrop, we will examine the advanced automation and technological innovations such as chat bots, interactive agents, natural language processing that some BSOs are deploying and the potential implications of this activity on the human workforce. It will discuss how businesses need to be preparing for the age of automation and how they have a duty to ensure their “human workforce” has all the necessary tools at their disposal to support this change.

Ellen van Essen

Global Head Vodafone Shared Services


Mike Webb

Executive Vice President, Head of Operations
Solvay Business Services


Vincent Vloemans

Global IT – Heineken CFO Domain

10:30 am - 11:20 am Demo Drive (25 minutes) & Networking Coffee Break


11:20 am - 1:05 pm SSC Starter Pack– Setting up from scratch to deliver maximum business value


11:20 am - 1:05 pm Blockchain & Business Services – A Discussion on Future Application & Innovation


11:20 am - 1:05 pm Change Management – Cope with Transformation Execution Challenges & Drive Through Your Agenda


11:20 am - 1:05 pm Automating your Human Resources Service – Establishing Harmony between Bots & People
Jim MacDougall - Director, Global HR Services, Amazon
Orla Weare - Senior Manager, Operational Excellence for HR Services, Amazon


Jim MacDougall

Director, Global HR Services


Orla Weare

Senior Manager, Operational Excellence for HR Services


11:20 am - 1:05 pm Expanding the Scope of Business Services


11:20 am - 1:05 pm Finance Process Automation in Business Services –Where to start?


11:20 am - 1:05 pm RPA Is One Part Of The Puzzle Of Digitalisation – What Are The Others?


11:20 am - 1:05 pm Hire-to-Retire Process Excellence
Ann-Katrin Kackur - Senior Director Global Business Services, Hire-to-Retire, Adidas


Ann-Katrin Kackur

Senior Director Global Business Services, Hire-to-Retire


11:20 am - 1:05 pm Global Service, Global Problem? How Important a Sactor are Global Issues on Business Services?


11:20 am - 1:05 pm Order-to-Cash Process Excellence


11:20 am - 1:05 pm Procure-to-Pay Process Excellence


11:20 am - 1:05 pm Record-to-Report Process Excellence

  • Successfully deploying your most
important asset – your people

  • Values to live and work by – instilling rituals
in the heart of your SSC

  • Creating a sustainable, bottom up
approach to drive engagement levels of


11:20 am - 1:05 pm Business Process Management and Workflows


11:20 am - 1:05 pm Automation vs Roboticisation…Knowing What Form of “Digital” will Best Enhance your Operations


11:20 am - 1:05 pm Onboarding Process Transformation – Why Getting the Process Right from the Start will Lead to an Engaged and Loyal


11:20 am - 1:05 pm Creating a Culture of Continuous Improvement and Constant Value Add


11:20 am - 1:05 pm Artificial Intelligence in Business Services… Re-imagining the boundaries


11:20 am - 1:05 pm Customer Centric Service – Manage & Delight Your Customer


11:20 am - 1:05 pm Workplace Discussions – Creating Exceptional, Inspirational Places of Work to Drive Productivity


11:20 am - 1:05 pm Outsourced Service – How to Get the Most out of your Hybrid Model


11:20 am - 1:05 pm Setting up Centres of Excellence


11:20 am - 1:05 pm Digital Talent, Future Workforce Trends
Jim MacDougall - Director, Global HR Services, Amazon


Jim MacDougall

Director, Global HR Services


11:20 am - 1:05 pm Owning your 2.0 Process Transformation – Are we at the End of “End-to-End”?


11:20 am - 1:05 pm Adding Value in the HR GBS of the Future – From Set-Up to Data, Bots, and Talent Acquisition


11:20 am - 1:05 pm Transformation Challenges – When “Going Global” isn’t going to plan


11:20 am - 1:05 pm What is the Optimum level of Attrition Within Business Services?

1:05 pm - 2:35 pm Networking Lunch (Private Women in Business Services Lunch for those signed up to the Masterclass)

2:05 pm - 5:10 pm Functional Fast Tracks Begin – 10 Minutes to Move to Your Track!

Group 13

Finance Innovations

2:15 pm - 2:40 pm Creating a “SWAT” Team for Finance Innovation
Lorant Besnyi - Head of Accounting & Tax, MOL
Accountants will know that the Finance function is not one that has been historically associated with creativity. Hear how Fortune 500 organisation Mol Group’s diversification into areas such as renewables, consumer service and car sharing is leading to back office transformation, with the finance function coming up with creative solutions to solve enterprise-wide problems and transformation initiatives. Understand how this Oil & Gas giant has moved away from “the cost” discussion and are now focussing solely on value – acting similarly to in-house consultants to the wider business. 

Lorant Besnyi

Head of Accounting & Tax

HR Tranformation

2:15 pm - 2:40 pm Setting the Foundation for HR Innovation – People Remain Key
Wendy Allardes - Senior Director, HR Operations, Thermo Fisher
In this session, hear how NYSE-listed $20bn biotechnology company Thermo Fisher is moving from a traditional HR structure into a “scalable standardised service” by actively engaging with its stakeholders to harmonise processes and technology, removing a tangle of legacy systems and varying processes.
Learn about the tips and tricks Wendy has used to get senior sponsorship and buy-in for the HR transformation programme, breaking down the “us and them” dynamic that is often typical of SSC set-ups, and how she has successfully established relationships with her wider business to establish the key processes and behaviours that need to change. Learn how she is utilising process-mapping and new technologies to facilitate  this, but how ultimately, she believes it is the ability to build strong relationships that will determine the success or failure of any transformation.

Wendy Allardes

Senior Director, HR Operations
Thermo Fisher

Multi- Functional Excellence

2:15 pm - 2:40 pm Establishing Trust in Service – The Journey from Back Office to Front Office
Kay Flynn - General Manager GBS Global Business Solutions, Eli Lilly
In this session, hear from Kay Flynn about how Eli Lilly’s 750 person-strong GBS organisation have successfully created a business that is truly customer-centric, successfully shifting into a multifunctional SSC that directly interacts with patients and internal customers alike. You can’t deliver customer excellence without exemplary employee experience, and in this session, hear how Kay has created a culture of value creation and innovation to ensure that both productivity and service delivery remain high. 

Kay Flynn

General Manager GBS Global Business Solutions
Eli Lilly

Intelligent Automation - Hosted by Automation Anywhere

2:15 pm - 2:40 pm “Digitalisation has Fundamentally Transformed How Our Business Services Organisation is Perceived”
Hear how RPA and other forms of automation have been the driving force for changing how EDP Valor’s SSC is viewed by the wider business, and how the SSC is now seen as the key to digital transformation. Discover how, through “embracing digital” EDP Valor have transformed into becoming an award-winning business services organisation, with this innovation hub winning awards for employee productivity, and how they are utilising multiple aspects of Intelligent Automation (RPA, AI, and cognitive) to achieve this goal.

Developing Business Services

2:15 pm - 2:40 pm Expanding the Scope of Business Services – Looking Outside of the “Traditional Functions” to Design “What’s Next?”
With nearly 2/3 of European SSOs planning to expand their service offering by 2020, it is clear that “next gen” SSOs will have a broader and deeper range of service, closer to the “front office” than ever before. 

In this discussion, hear how one SSO has moved beyond the “traditional” service model, and is now offering a wider scope of service than ever before. 

•How to establish trust in service
•Setting up new functions, do you have the capability?
•How to establish your costing structure

2:40 pm - 2:45 pm 5 Minute changeover

Group 1

Finance Innovators Summit

2:45 pm - 4:10 pm Leading Finance – Becoming a Strategic Business Partner PANEL
Massimo Cecchi - Financial Services Director, Barilla
As finance leaders get closer to their businesses and to their customers, there is a need for them to be retrained into strategic partnership positions. In this session, hear how senior finance leaders are:

•Utilising big data effectively to focus on delivering maximum impact
•Developing trust in service
•Value-add activities…moving away from the transactional and towards knowledge-based activities.


Massimo Cecchi

Financial Services Director

HR Transformation Summit

2:45 pm - 4:10 pm HR Transformation Panel Discussion – is automation now a prerequisite to automation?
Nadia Hutchinson - Global Human Resources Operations Director, Kantar
Russell Sowden - HR Programme Manager, UCL
Senior HR leaders with a wealth of experience in HR transformation programmes give exclusive insight into their top tips and tricks for success including:

•Establishing the foundations of HRSSC transformation

•Next-gen innovation – putting the “Human” back in human resources
•Technology and HR discussions - is automation proving a “solve all” solution for HR?


Nadia Hutchinson

Global Human Resources Operations Director


Russell Sowden

HR Programme Manager

Multi-Functional Excellence Summit

2:45 pm - 4:10 pm Breaking Down The Silos – Establishing A Culture Of Cross-Functional Collaboration Within Business Services
In this panel session, hear from leaders of multifunctional SSOs about how they are encouraging a collaborative approach for their business services organisational deployment. Learn how they are:

•Creating a cohesive technological programme
•Creating a cross-functional culture
•Delivering on organisational-wide continuous improvement initiatives. 

Intelligent Automation Disruptors

2:45 pm - 4:10 pm Interactive Panel Session: Stepping beyond the Bots – Cognitive Learning and Artificial Intelligence within Business Services
RPA is seen by many as the “first step” of a wider automation approach, and with separate budgets, access to vast amounts of data, and standardised processes, SSCs offer the perfect microcosm for technological innovation.

This session will delve into the wider world of intelligent automation, exploring artificial intelligence, chat bots, NLP, and the implications of the rapid growth of automation on the business services organisation of the future. 

Developing Business Services

2:45 pm - 4:10 pm Expanding the Scope of Business Services – Looking Outside of the “Traditional Functions” to Design “What’s Next?”
With nearly 2/3 of European SSOs planning to expand their service offering by 2020, it is clear that “next gen” SSOs will have a broader and deeper range of service, closer to the “front office” than ever before. 

In this discussion, hear how one SSO has moved beyond the “traditional” service model, and is now offering a wider scope of service than ever before. 

•How to establish trust in service
•Setting up new functions, do you have the capability?
•How to establish your costing structure

4:10 pm - 4:15 pm 5 minute changeover

Group 4

Finance Innovators Summit

4:15 pm - 4:40 pm Creating a Continuously Improving Organisation: 20% Black Belt by 2021!
Helen Emmett - Operations Director Global Financial Services, Experian
In this case-study session, hear from one of SSON Analytics top 20 most admired SSOs about how their talent and continuous improvement strategies are enhancing employee experience, productivity, and the quality of their service delivery. Through embracing a lean culture, Experian has the goal that 20% of its organisation will be trained Six Sigma black belts within the next three years, with the rest of the organisation trained to either green or yellow belt level. This investment in people (alongside a wider talent strategy involving alternative career paths, mentoring portals, and additional training) is leading to decreased attrition, and is helping embed a culture of CI which, in 2018, contributed to 300 days saved through automation.  

Helen Emmett

Operations Director Global Financial Services

HR Transformation Summit

4:15 pm - 4:40 pm The Journey From SSC to GBS: Establishing the Development of People-Centric, Value-Added Services
Claus Peter Schründer - Senior Vice President, HR Special Services, Deutsche Telekom AG - Services Europe
In this session, hear from Claus-Peter, Senior Vice President of HR Special Services at Deutsche Telekom Services Europe about how they have successfully migrated 75% of their organisation to GBS, servicing over 140,000 employees. Discover how through GBS transformation they successfully delivered significant headcount reductions and have developed an automation programme which has delivered savings of 60 FTEs.
Beyond this, however, learn how DT have remodelled their customer experience through utilising workflow management tools, incorporating bots, Artificial Intelligence, and a new focus of simplification and digitalisation. 

Claus Peter Schründer

Senior Vice President, HR Special Services
Deutsche Telekom AG - Services Europe

Multi-Functional Excellence Summit

4:15 pm - 4:40 pm Establishing a Target Operating Model for Multifunctional Business Services From Scratch
Digital disruption, virtual workplaces and changing expectations have all had an impact on the “optimum” TOM for business services, but as we head into 2020, what is the optimum next-gen model for Business Services?

Intelligent Automation Disruptors

4:15 pm - 4:40 pm Next Level Automation – Robotics in a Hybrid Model
Robotics takes automation in shared service to the next level. The challenge lies in moving to an automation-enabled operating model and adapting to ever-changing business needs in order to ensure:
• What are the future capabilities of robotics?
• What is the impact of robotics on the shared service market
•How do humans and machines work together to enable maximum business impact?

Developing Business Services

4:15 pm - 4:40 pm Marketing within Business Services – Establishing Advanced Operations within Non-Traditional Service

4:40 pm - 4:45 pm 5 minute changeover

Group 3

Finance Innovators Summit

4:45 pm - 5:10 pm Transforming the Finance Function of the Future for the Digitalised, GBS Age
Thomas Haseneder - Global Head Global Business Services Finance Services, Ingram Micro
Discover how Ingram Micro, 45bn turnover technology company, has transformed its finance shared service centre into a GBS model with 80% process coverage.
Discover how they kicked off the SSC journey with a lift-and-shift approach but without a global mandate, but how, in the last two years, they have established a clear mission, strategy and vision which is connected to culture and end-to-end processes ownership and accountability.
Understand their plans for further standardisation, further bot automation (targeting 100 by the end of 2019) and their future plans to establish GBS as a strategically imperative part of the business. 

Thomas Haseneder

Global Head Global Business Services Finance Services
Ingram Micro

HR Transformation Summit

4:45 pm - 5:10 pm Understanding the Possibilities for Future HR Innovation
Hear how Leiden University has set up its new HR SSC in 2019 Q1, and how it is using the lessons learned from its finance SSC to embrace automation and CI from the outset. They will cover:
•The vast improvements that are being put in place to drastically alter how HR will run,
•How continuous improvement initiatives are at the heart of the organisation.
•Employing Artificial Intelligence initiatives from the outset to facilitate value add

Multi-Functional Excellence Summit

4:45 pm - 5:10 pm Workforce and Workplace Transformation – Establishing Strategies for Generation Y, Z, and Beyond
Everyone knows that employees’ expectations of their roles and their workplaces are changing. With an ever mobile workforce, and reallocating generational leadership, organisations need to be proactively addressing this challenge. Today’s (and tomorrow’s) employees demand more flexibility, enhanced employee experience, and more opportunities for progression and development than ever before, and it is essential that organisations are prioritising this, as it relates to financial strategy. This keynote will examine global workforce trends, the upskilling of talent, and the innovative strategies that organisations are employing to win the war for talent. 

Intelligent Automation Disruptors hosted by Automation Anywhere

4:45 pm - 5:10 pm TEVA

Developing Business Services

4:45 pm - 5:10 pm Constructing a charge-back strategy for Business Services
Running a Business Services Organisation as a standalone business, and inputting more and more complex “knowledge based activities” will ultimately lead to a discussion about cost. With automation now mainstream, the FTE-model has long been redundant, but how do you go about negotiating a pricing model that works?

•Hear from SSO leaders that are operating on a P&L
•Showcasing your value to the top and bottom line of businesses
•Opening discussions about changing your charge-back model

5:10 pm - 5:40 pm Putting the Customer at the Heart of Your Operations Strategy

With some statistics saying that it takes 12 positive experiences with a brand to make up for one unresolved negative experience, it’s fair to say that customer-centricity has never been so important. More and more organisations are rethinking their operations with the customer in mind, but how can you effectively manage the expectations of your internal customer when juggling customer excellence with efficiencies?

In this interactive panel session
•Customer service vs. customer management – which is more important?
•Negotiating a pricing structure with your customer for advanced operational capabilities

5:40 pm - 6:10 pm Structured and Unstructured Data – RPA Case Study

6:10 pm - 6:15 pm Chairman´s Closing Remarks and invitation to offsite drinks

6:15 pm - 6:15 pm SSON Sunset Party!

For the second year in a row, SSOW will be returning to the stunning Forte de Cruz on Tamariz Beach in Estoril for our SSOW Party! Enjoy a glass of bubbly overlooking the ocean with us!