13 - 16 May, 2019 | Lisbon, Portugal

Agenda Day 2

7:30 am - 7:50 am Coffee& Registration

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

8:00 am - 8:50 am Mondelēz International Global Business Services: Surpassing Service Delivery Expectations, at Lower Cost, in Record Time

Caroline Basyn - Global Business Services Officer Mondelez Business Services
Three years ago, Mondelēz International (MDLZ) set off on its vast journey to GBS, from scratch, with a focus on delivering outperforming services whilst delivering profitable growth, quickly.
The scope, speed and size of this GBS transformation is unmatched in the industry. Leveraging cutting-edge technology such as robotics, AI and cognitive language recognition, MDLZ is creating a culture that surpasses service delivery expectations and delivers a higher quality at a lower cost. Learn how this organisation has simplified and automated, and has become a hub for innovation, enabling growth, cash, and margin improvement throughout the wider business.
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Caroline Basyn

Global Business Services Officer
Mondelez Business Services

8:40 am - 9:15 am DEMO DRIVE

9:15 am - 9:55 am Client Interview hosted by Automation Anywhere: Harnessing Intelligent Automation as a Lever to Surpass Your Customer’s Expectations

Neeti Mehta - Co-founder and Vice President of Brand and Culture Automation Anywhere
Rene Jensen - Head of Process Excellence Maersk
Over the past several years, much has been written about how Robotic Process Automation can drive forwards a digital transformation agenda for your business, driving profitability,
increasing visibility over a particular process, and transforming the existing status quo within the business services landscape. However, much less has been written about the knock-on
impact to your most important stakeholders, your customers. In this on-stage interview, learn how RPA is transforming the operations of one multinational organisation, enabling them to
move their FTEs onto more sophisticated, value-added activities that are enhancing their service provision, and are enabling them to achieve higher levels of customer satisfaction then
ever before
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Neeti Mehta

Co-founder and Vice President of Brand and Culture
Automation Anywhere

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Rene Jensen

Head of Process Excellence
Maersk

9:55 am - 10:25 am Interview Hosted by WorkFusion: The Reality, Imperative, and Impact of AI-Powered Automation Within Business Services

David Lawrence - Head of Cash Operations Standard Bank
Craig Sumner - Solutions Consultant Workfusion
With access to vast amounts of data, accountability for hundreds of business processes, and large numbers of FTEs, SSCs are a perfect launch pad for AI-powered cognitive automation. Nearly all SSCs have started RPA programs, and leading SCCs see 2018 as the year of cognitive, but defining, starting, and executing a cognitive strategy is daunting.

This session will cover how AI is delivering within a SSC/GBS organisation, and will give real-life examples of how cognitive automation and RPA are being leveraged together to digitise and transform the organisation.
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David Lawrence

Head of Cash Operations
Standard Bank

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Craig Sumner

Solutions Consultant
Workfusion

10:25 am - 10:55 am Transforming your value: Creating a framework for adaptable service delivery

Adaptability is the new competitive advantage, and companies that fail to flex when their situations change will struggle to fully realise efficiencies, adequately serve their customers,
and realise the benefits that technology can offer. In this session, learn how one organisation is revolutionising its operations, in order to not only provide enhanced value to its customer,
but to become ever more adaptable to changing needs.

10:55 am - 11:25 am Morning Coffee and Networking

IDG A

11:25 am - 1:35 pm It’s not all about the money, money, money... (it’s also about the potential for high-quality operations)
  • Location strategy – balancing cost and
quality

  • SSC set-up decisions – planning for the
future

  • Innovating your approach with satellite
cities– should you be choosing multiple
locations for your service offering?

IDG B

11:25 am - 1:35 pm Zero to (GBS) hero in 3 years
  • Prepping your team for the journey –
establishing a shift to a global mindset

  • Exploit your integrated global operations

  • Empowering change towards a global
way of working

IDG C

11:25 am - 1:35 pm Expanding your dynamic capabilities – evolve your adaptable, E2E process offering
T.J. Wolfe - Vice President Finance Shared Services and Transformaiton Coca Cola
  • Establish global or regional process
ownership control and manage process
variations

  • Standardise to innovate your offering

  • Enable advanced and innovative process
improvement initiatives
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T.J. Wolfe

Vice President Finance Shared Services and Transformaiton
Coca Cola

IDG D

11:25 am - 1:35 pm Zooming in on Centres of Excellence and Innovation Hubs –which of your areas do you want to be “excellentivised”

  • Thinking purposefully about how to
develop CoE teams

  • Does your CoE require a new skillset, or
can you find the right people to “become
excellent”?

  • New skills, new location? Should CoE’s
exist within your SSC framework

IDG E

11:25 am - 1:35 pm Creating a strategy for your data
Stig Rutving - Vice President – Group Business Services Lundbeck

  • Unlock your greatest untapped resource,
your data

  • Understand the value of your data,
and discover how to fully utilise it for
maximum impact

  • Enable your business to make educated
decisions, with the full facts at their
disposal
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Stig Rutving

Vice President – Group Business Services
Lundbeck

IDG F

11:25 am - 1:35 pm What to automate and what to roboticise – the missing link in the current SSC landscape

  • Develop your automation rulebook

  • Establish best-in-class practices

  • Automation vs robotics...a combined
approach?

IDG G

11:25 am - 1:35 pm Troubleshooting strategies – righting the ship when things aren’t going to plan

  • Midway through a change programme,
or in a stalling SSC?

  • Turning things around – re-engaging and
enthusing your team

  • Strategise your change management
strategy to get your SSC back on track!

IDG H

11:25 am - 1:35 pm Transform your Onboarding Process to increase stability and employee efficiency

  • There is a clear correlation between
improved onboarding and employee
engagement and productivity

  • Learn how to combine HR and business
onboarding in the most effective way

  • Work with Continuous Improvement
teams in order to plan and implement
this transformation

IDG I

11:25 am - 1:35 pm Adapting to future workforce trends - Forming a best in class in HRSSC
Susana Hilario Alves - Head of Process Excellence HR Global Operations Ericsson

  • Utilise technology and global connections
to drive value-add activities.

  • Re-engineering HR processes in order to
move away from transactional-based
activities
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Susana Hilario Alves

Head of Process Excellence HR Global Operations
Ericsson

IDG J

11:25 am - 1:35 pm Creating a seamless customer journey
Ina Schreckenberger - Programme Stream Lead for Organisation and People Swarovski

  • Innovative ideas to integrate your business
units with the “hub and spoke” model

  • Knowledge retention strategies – keeping
service levels high

  • Create “touchpoints” to measure success

  • Mapping your customer processes –
discover the gaps?
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Ina Schreckenberger

Programme Stream Lead for Organisation and People
Swarovski

IDG K

11:25 am - 1:35 pm Installing continuous improvement in the heart of your organisation
Piotr Andryszak - Director HR Services Europe Philips Lighting

  • Create a culture where you and your team
are constantly striving for improvements

  • Harnessing “lean” – embedding CI within
your team and within the wider businesses – using Shared Services as a hub for business-wide improvements
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Piotr Andryszak

Director HR Services Europe
Philips Lighting

IDG L

11:25 am - 1:35 pm Employee Engagement Excellence
Dave Hughes - Shared Services Director Engie

  • 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
c.90%
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Dave Hughes

Shared Services Director
Engie

IDG M

11:25 am - 1:35 pm Digital Talent – future workforce trends

  • Discuss the changing skillsets, capabilities
and future requirements of the shared
service professional.

  • Explore the digital transformation

  • Discover what is required to take your SSC
to the next level

IDG N

11:25 am - 1:35 pm Achieving world class – Identifying Risks And Ensuring Balance Sheet Integrity Through Intelligent Automation

  • Identify the risks that are threatening the integrity of your balance sheet
  • Recognise the challenges associated with automating complex processes
  • Ensure that your global finance teams prioritise materiality over routine
  • Drive end-to-end process excellence to bring a reduction in the cost of finance
  • Become more agile to respond to changing business needs

IDG O

11:25 am - 1:35 pm GBS - is the destination worth the journey?


  • Explore the challenges that you are
currently facing on your GBS journey

  • Global process standardisation questions – bringing together a global and disparate team

IDG P

11:25 am - 1:35 pm Bots Can’t Close – intelligently automating your finance SSC
Luke Macfarlane - EMEA Corporate Sales Director Tungsten Network

  • Ensure controls and quality are in line with
your policies

  • Deliver automation efficiency to help you
with business critical decisions
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Luke Macfarlane

EMEA Corporate Sales Director
Tungsten Network

IDG Q

11:25 am - 1:35 pm AI and Cognitive – Poised to transform your organisation


  • Some estimates suggest AI could increase
productivity by 40%, can you afford to wait
and see?

  • Establish a strategy to pilot your artificial
intelligence programme.

  • Capture the potential benefits of big
data for machine learning

IDG R

11:25 am - 1:35 pm Driving hybrid forward – establishing a transformative mindset with your BPO providers

  • Ensure your continuous improvement
activities filter to down your BPO provider

  • Create a culture whereby both
companies feel comfortable enough to
talk about improvement

  • Directing transformation whilst
maintaining agency of costings and
timescale

IDG S

11:25 am - 1:35 pm Making Millennials your biggest asset – developing your team for the future

  • Adopt new ways of working – supporting
that work-life balance

  • Millennial empowerment – autonomy and
flexibility

  • CSR, and extra-curricular activities –
creating a culture that is impossible to
leave!

IDG T

11:25 am - 1:35 pm Blockchain – A complete game changer?
Rene Jensen - Head of Process Excellence Maersk


  • Should Blockchain be viewed as another element of digital transformation, or a seismic shift in the way in which companies could operate in the future?

  • Blockchain and SSCs – what are the
threats and the opportunities

  • Developing an intercompany network –
is the technology advanced enough
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Rene Jensen

Head of Process Excellence
Maersk

IDG U

11:25 am - 1:35 pm Measuring success – ensuring service delivery and service improvement
Irina Chernousenko - Former Director of Shared Services Transformation Coca-Cola Company

  • Why your metrics shouldn’t always be in green

  • How useful is benchmarking, really?

  • Which are the most important targets to hit
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Irina Chernousenko

Former Director of Shared Services Transformation
Coca-Cola Company

IDG V

11:25 am - 1:35 pm Hire to Retire – Integrating your processes in your HR SSC
Jim MacDougall - Director, Global HR Services Amazon
Orla Weare - Senior Manager, Operational Excellence, HR Services Amazon
  • Improve the productivity of your HR
service

  • Optimise your activities through
empowering your employees to govern
and manage their own HR information

  • Integrate your new employees into your
company
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Jim MacDougall

Director, Global HR Services
Amazon

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Orla Weare

Senior Manager, Operational Excellence, HR Services
Amazon

IDG W

11:25 am - 1:35 pm Building a stronger bridge between finance and procurement

  • Manage the E2E P2P process

  • Procurement and supply chain, how to
communicate with finance

  • Break down departmental silos

IDG X

11:25 am - 1:35 pm Develop your strategic vision – drive your SSC to the next level

  • Lessons learnt – challenges and
opportunities of implementing a global
ERP system alongside SSC set-up

  • Developing a culture (not a centre!)
of excellence – challenges and
opportunities.

IDG Y

11:25 am - 1:35 pm Next-level process ownership
Thomas Kohlenbach - Principal Consultant Promapp

  • Owning your processes 2.0 -establishing your process migration journey
  • Building your GPO team – drive accountability and efficiencies, and gain stakeholder buy-in
  • Process innovation – avoid working in siloes ad deliver cross-process integration
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Thomas Kohlenbach

Principal Consultant
Promapp

IDG Z

11:25 am - 1:35 pm Intelligent Automation 101

  • Where to start? Getting to grips with your Intelligent Automation Programme

  • Understanding the evolution of IA – what is right for you?

  • Integrating your Intelligent Automation Strategy –where to find those quick wins and establishing those long-term goals

IDG Z

11:25 am - 1:35 pm IDG ZZ3 - Building a World Class Statutory Reporting Function


• Learn from General Electric about the benefits of automating and centralising the financial statutory reporting process
• Increase the value from your SSC investment using the latest multi-language compliance technology


Mark Boakes, Senior Programme Manager, General Electric
Robert Green, Director of Sales, Tax & Accounting – Europe, Thomson Reuters

1:35 pm - 2:40 pm Networking Lunch (AICEP & Jiangsu invitation-only lunch)

2:40 pm - 3:10 pm Exclusive Invitation-Only Masterclasses begin (Blackline and EDF)

Carlos Norte - Accounting Manager at R2R Department EDP Valor
Josh May - Senior Solution Consultant Blackline
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Carlos Norte

Accounting Manager at R2R Department
EDP Valor

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Josh May

Senior Solution Consultant
Blackline

Finance Innovations

2:40 pm - 3:10 pm Digitising Finance – deliver exponential value
Stephen Sutcliffe - Director of Finance and Accounting NHS
In this session, hear how the largest
Shared Service Centre in the world,
which processes 8bn invoices globally, is
significantly increasing its net promoter
score and establishing a culture of
customer excellence.
In this session:
  • RPA -> how to realise the benefits and get your processes ready for intelligent automation
  • What’s next? Artificial Intelligence and cognitive, not as far away are you might think!
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Stephen Sutcliffe

Director of Finance and Accounting
NHS

HR Tranformation

2:40 pm - 3:10 pm HR Transformation
In this session, learn how a multinational
FMCG organisation has revolutionalised its
GBS offering, and how GBS now owns the
E2E recruitment process for a business that
20K people join annually.
Discover how to:

  • Transform into a truly valued global function, servicing different geographies across 114 difference companies
  • Harness the essential trio of process consistency, technology and people positioning
  • HR and Cognitive – stepping into the future

Multi- Functional Excellence

2:40 pm - 3:10 pm Cross-functional collaboration – how to establish rules and governance within your multi-tower SSC
In order to truly capitalise on the benefits of
having a multifunctional SSC, departments
and functions need to develop a strategy
to engage with each other. The “no-rules”
trend of automation is another reason for
SSC leaders to look not just at their own
functional involvement, but also at their
centre as a whole.
In this session learn to:

  • Develop an “easy wins” cohesive strategy
for your services

  • Transform your service – from silo to a
unified unit.

Intelligent Automation - Hosted by Automation Anywhere

2:40 pm - 3:10 pm Establishing your operations as a centre for robotic excellence
With 48% of SSC leaders still in “due
diligence” stages of RPA, it is time to give
you the information you need to make that
next step to increased efficiencies and to
moving FTEs onto more knowledge-based
work.
In this session, learn how:
  • One multinational organisation has created a centre of excellence for robotics, reskilling it’s staff to turn them into “Bot Handlers”
  • To teach people to not fear the Bot!
  • Getting maximum value out of your Bot

3:10 pm - 3:15 pm 5 Minute changeover

3:15 pm - 3:40 pm Panel Discussion: How to strategically position Finance as a key business partner to your organisation

Sam Horton - Global Services Finance Strategy and Operations Director Johnson & Johnson
Suzanne Barrie - Strategy and Transition Programme Manager Shell Business Services

  • Manage the evolution of Finance Shared Services into value-add activities business outcomes
  • Unlock opportunities after centralisation – developing a value proposition
  • Navigate the “Big Shifts” required for benefit realisation within business services

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Sam Horton

Global Services Finance Strategy and Operations Director
Johnson & Johnson

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Suzanne Barrie

Strategy and Transition Programme Manager
Shell Business Services

In this session, discover how a multinational
communications organisation is
transforming its strategic approach to
adapt to future business needs.
In this session, hear:
How to simplify and transform your
processes From manual to digital –
embracing RPA and Chatbots within
HR Centres of excellence and talent
management – harnessing analytics to
become a consultative partner.
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Piotr Andryszak

Director HR Services Europe
Philips Lighting

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Andreas Mayer

Head of Global People Services
ING

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Ina Schreckenberger

Programme Stream Lead for Organisation and People
Swarovski

3:15 pm - 3:40 pm Blue Prism Interview: What you need to known about RPA in order to build out the digital workforce of the future

Muhammad A. Samad - Director Strategy and Digitalisation Volvo Car Group
In 2018, the nature of work is changing
at a swift and rapid pace, and nowhere
is this more evident than in the world of
Shared Services. The battle for top-talent is
intensifying, and great leaders know that
a strong and effective culture is critical
to maintain a competitive advantage. In
this session, learn the changing skillsets,
capabilities and future requirements of the
shared service professional. This session will
explore the digital transformation within
Shared Services and what is required to
take it to the next level, highlighting key
skills needed to get the right team in place
to form the shared service workforce of the
future.
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Muhammad A. Samad

Director Strategy and Digitalisation
Volvo Car Group

3:15 pm - 3:40 pm Stepping beyond the Bots - Cognitive Learning within Business Services

Lessons learned from the global roll out of
RPA at Western Union. Identifying key tasks
and processes to be automated through
RPA.
Developing and adjusting a global
RPA roadmap. Linking RPA with Business
Process Management for an integrated
automation framework.
Using RPA to improve customer experience
and increase employee satisfaction.

3:40 pm - 3:45 pm 5 minute changeover

3:50 pm - 4:20 pm RPA Adoption: Innovating the speed of business

No technological trend has ever disrupted
the SSC market as quickly and as
effectively as RPA.
In this session:

  • Cut through the chatter and discover how approaching RPA in the right way will lead to benefit realisation.
  • Learn which processes to automate first

3:50 pm - 4:20 pm SSO and GDPR – How can HR leaders ensure compliance across multiple geographies?

José Pedro Anacoreta - Global Personnel Administration & Payroll Sonae
The GDPR comes into effect this month,
and with it, all companies operating in
Europe need to evaluate their security
measures surrounding their personal data.

  • What will be the impact of GDPR to SSCs servicing multiple geographies?

  • How can HR leaders ensure compliance and that the personal data is safe?

  • Centralised systems? The impact of GDPR on non-EU affiliates
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José Pedro Anacoreta

Global Personnel Administration & Payroll
Sonae


The benefits that can be realised from
adopting a GBS model have been
incredibly well documented; increased
visibility across your business operations,
the efficiencies that come with
standardized, global processes to name
but two.
However, this is not an easy transition
to make, with 45% of SSCs having only
partially implemented their models, and
4% who have attempted to adopt GBS but
have decided to switch back to a more
local strategy.
In this session, hear from four leaders, with
different views on the optimum target
operating model of the future...
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Andrea Schaffell

Vice President EMEA Shared Service Centres
Ricoh

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Guy Mercier

Head of Worldwide Services Strategy & Delivery Operations
Solvay

3:50 pm - 4:20 pm Stepping beyond the Bots – Cognitive Learning within Business Services

With separate budgets, access to vast amounts of data, and relatively few FTEs, SSCs offer the perfect microcosm for technological innovation. SSC FTEs are perfectly placed to be testers and adapters of new methods of working, which means they are perfectly placed to test new products. Nobody could have anticipated the impact of RPA on the SSC industry, but what about the next frontier of machine learning?

This session will delve into the role AI is currently playing in some pioneering SSC/GBS organisations, and will give real-life examples of how “machine-life” may be poised to step into knowledge-based work in the not too distant future….

4:20 pm - 4:50 pm Afternoon Refreshment and Networking

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Rositia Vasilkeviciute

Senior Vice President, Group Operations
Danske Bank

4:55 pm - 5:35 pm Establishing a Culture of Customer Excellence within your Services Organisation - Does There Have to be a Trade-off Between Customer Excellence and Cost, and how do SSC Leaders Navigate this Tricky Terrain?

Jennifer Sturch - Shared Service Centre Director McDonalds
Customer experience (CX) is becoming more and more important than ever, with (unsurprisingly) a strong correlation between high CX and customer loyalty. In the world of shared
services, with increasing options for Business Units to explore other options, how can leaders formulate a robust CX strategy, whilst delivering more for less? In this session, learn from GBS
and SSC leaders that are embedding CX into the DNA of their of their operations in order to further develop their services and gain advanced insight on what their customers truly want.

  • Develop a collaborative approach – developing a culture of trust with your Business Units

  • Create a shared vision for business services – communication is the key

  • Agile service – building a model that can adapt quickly to changing business needs
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Jennifer Sturch

Shared Service Centre Director
McDonalds

5:35 pm - 6:15 pm Moving beyond GBS – Interlocking Digital Transformation and Exceptional Service

James Bruce - EVP Unilver Global Business Services Unilever
iscover how Unilever’s Enterprise Technology Services (ETS) organisation is transforming its operational capacities, enabling this FTSE 10 giant to grow faster, becoming more agile, resilient and profitable. With 4,500 employees in captive centres, and 7000 individuals working for Unilever through partner operations, learn how ETS being asked to play an ever increasing role in all aspects of Unilever’s business, with a vision that, by 2019, every function will be being served by ETS in some capacity. In this motivating keynote, discover how Unilever is embracing digitalisation, has restructured its HR services to achieve 30% savings, and has led a customer service culture change inside its captive and partner centres. Reimagine your service delivery to unlock the potential gains that data, analytics and Zero Based Budgeting can offer, and push the boundaries of business services
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James Bruce

EVP Unilver Global Business Services
Unilever

6:15 pm - 6:25 pm Chairman's Closing Remarks and End of Day Two

6:20 pm - 11:50 pm SSON “Sunset Sessions” Drinks Reception – sponsored by Blueprism