13 - 16 May, 2019 | Lisbon, Portugal
Agenda Day 3
8:20 am - 8:30 am Coffee & Registration
8:30 am - 8:40 am SSON Opening Remarks
8:40 am - 8:50 am Chairman’s Opening Day Three
8:50 am - 9:30 am Big Idea’s Speaker – Mandy HicksonMandy Hickson - Former Royal Air Force Fast Jet Pilot & Motivational Speaker, Hickson
Flying a multi-million pound fighter jet in hostile territory is not an everyday career, and comes with a high degree of pressure and responsibility. It’s a dream job that takes years of ambition, training and commitment but, for Mandy Hickson, it was a dream that became reality. Find out about Mandy’s incredible journey to become one of the UK’s first female, fast-jet pilots and how she overcame many obstacles to develop the skills to succeed in such a demanding career. Mandy served in the RAF for 17 years as a pilot, flying Tornado GR4s. Since leaving the RAF, she continued her support for the services in the Volunteer Reserve (VR), through flying on the Air Experience Flight. She has also supported her local community as a School Governor, President of her local Tennis Club and as an Ambassador for the Sport and Physical Activity Alliance for Hampshire County Council. She is also on the Board of Trustees at the Victory Services Club, London and on the Advisory Board for Positive Planet UK and the Women’s Entrepreneurship & Venture Incubator Program, giving focus on encouraging entrepreneurship in non-traditional sectors.
Mandy HicksonFormer Royal Air Force Fast Jet Pilot & Motivational Speaker
9:30 am - 10:00 am HIGH IMPACT Service! Introducing your 2019 European Award Winners
Celebrating excellence has always been at the heart of SSON events, and in this panel session, you will hear from 2019 Award Winners about the project and programmes that have led them to be celebrated as industry leaders. Not merely a session for bragging rights, but an opportunity to hear what innovative, leading SSOs are doing across the topics of customer centricity, automation, process excellence, and more. Will you be joining us on stage?
10:00 am - 10:25 am Service Transformation: Developing the Global Business Services Model of Tomorrow (A Continuation of the 2017 Story)Maciej Piwowarczyk - Vice President, Global Business Services, Discovery
In 2017, Discovery presented their GBS strategy at SSOW Europe, discussing how they were turning the GBS model on its head to leapfrog the maturity curve. Two years on, discover how this organisation from a traditionally non-process driven industry has continued to innovate the traditional model and has established an agile, trust-based organisation with people management as a key component of the journey. Discover how culture and company values have been instrumental in driving this change, and how they have delivered a phased approach to centralisation.
Maciej PiwowarczykVice President, Global Business Services
10:25 am - 10:50 am Metric Maximisation – Game-Changing Tips from the Top 20 Most Admired SSOsHelen Emmett - Operations Director Global Financial Services, Experian
Shared Service Organisations have always focussed on monitoring KPIs and on keeping tabs on best practice, however practical application of these numbers can be challenging. In this session, practitioners from the Top 20 Most Admired SSOs will explore the true business impacts and benefits which can be driven from deep-diving into their data, and will discuss how to make data collection a key factor to aid maturity and deliver enhanced value back to your business.
Helen EmmettOperations Director Global Financial Services
10:50 am - 11:20 am Morning refreshments
Employee-Engagement Case Studies11:20 am - 11:45 am Grassroots Delivery – What do employees really want? Olga Baptista - Business Services Director, Chassis Brakes
In this session, hear how Chassis Brakes have spent the last 12 months transforming their service capabilities, their processes and the mind-set surrounding business services, and are now expanding their delivery through enhanced employee engagement and digitalisation. Discover how they have developed a “grassroots employee council” which works directly with HR in order to truly understand what motivates their employees (and, crucially, what demotivates them!) and how through this they have identified new and best practices of working, which, coupled with digitalisation efforts, is leading to increased productivity, retention, and success.
Olga BaptistaBusiness Services Director
Customer Experience Case Studies11:20 am - 11:45 am Aligning Customer Centricity with the Ability to Deliver Globally at Scale Phil Priest - Senior Vice President Global Business Services, Smith & Nephew
In this session, hear how Smith and Nephew have in the last two years, transitioned from a 27 person to a 1000 FTE GBS organisation which has now become a truly pivotal part of the business. Learn how they completely reshaped their organisational structure, insourcing finance and reimagining HR and procurement service, to become a multi-functional support to the business. Understand how, through approaching customer service differently from the outset, they have been able to transform GBS from a unit that wasn’t delivering to one which is now seeing increasing pull from the business to take in additional operations. Discover how, through using digital techniques, there is not a trade-off between customer centricity and efficiency, and how GBS will continue to leverage this into 2020 and beyond.
Phil PriestSenior Vice President Global Business Services
Smith & Nephew
Future of Business Services – Artificial Intelligence Case Studies11:20 am - 11:45 am Your New Chatbot Employee...Just How Far Can AI Take Us?
How can you ensure your company processes and business culture is ready for the myriad of opportunities Artificial Intelligence and Machine Learning will bring to your business?
• Become an early AI adopter – what frameworks and processes do you need in place before you step into the futuristic world of AI?
• What can be learnt from big data and automating processes
• Combine technology with humans for better decision making and execute data extractions earlier to make better decisions
• Ensure your employees have the capabilities to succeed with artificial intelligence
Employee-Engagement Case Studies11:50 am - 12:15 pm Motivated Employees are 30% More Productive...3 Top Tips to Ensure Engagement Karen Schulz-Kiske - Head of Operations Europe, Resolution Life
Having an engaged workforce not only means you save costs on hiring and retraining, studies have shown that engaged workforces can be up to a third more productive than their disengaged counterparts. But with some studies suggesting that over half of European employees are not engaged with their jobs, how do you create a culture whereby your employees are invested in your company, your values, and your culture? In this session, hear from Karen, former SSOW Germany Award Winner, about her top tips to ensure successful engagement. Understand the role of leadership, of customer service, and of culture. Discover how technology can help leverage people engagement, and how it is crucial that needs to remain a priority for SSO leaders – despite all of the innovative automation opportunities at their fingertips.
Karen Schulz-KiskeHead of Operations Europe
Customer Experience Case Studies11:50 am - 12:15 pm Customer Centricity Panel – How Should you Measure Satisfaction?
In this panel session, discover how leading organisations are prioritising customer experience, truly putting excellent service at the heart of what they do.
Discover how they are:
•Redesigning operations with the customer in mind
•Leveraging technology platforms to make the customer experience as seamless as possible
•Utilising data to help understand where the gaps are
Future of Business Services – Artificial Intelligence Case Studies11:50 am - 12:15 pm Getting Started With AI – Moving Beyond the Hype Bill Bentaieb - Head of Finance Transformation, Enhanced Personal Security Provider
In this panel, hear from technologically advanced SSO leaders about their top tips for getting starting with AI. Discover the stumbling blocks they made, their lessons learned, and what they would do differently, knowing what they know now.
Bill BentaiebHead of Finance Transformation
Enhanced Personal Security Provider
Employee-Engagement Case Studies12:20 pm - 12:50 pm Shifting the Paradigm –Tackling Employee Engagement from an End User Perspective Colin Leigh - General Manager, Tele2 Shared Service Centre, Tele2
In this session, hear from Colin Leigh about how he is driving increased engagement by understanding how transformation impacts those at all organisational levels. Understand how he is tackling attrition levels through a grassroots approach, and how his predominantly millennial workforce understand their value, and how they fit into the wider business strategy. Discover how developing vision and purpose has led to increased role clarity, increased engagement, and increased productivity.
Colin LeighGeneral Manager, Tele2 Shared Service Centre
Customer Experience Case Studies12:20 pm - 12:50 pm Satisfied Customer? How Engie Increased its CS from 65-90%
In this case-study, hear from an award-winning SSC leader with operations that service 15,000 employees about how they have created a winning customer-focussed culture.
•Engie have created a strong, values-based culture
•The SSC has created the highest level of employee engagement within the entire UK business
•The SSC is now entering year 4, and what the future holds.
Future of Business Services – Artificial Intelligence Case Studies12:20 pm - 12:50 pm AI and Business Services - Scoping Future Value Andrew Parris - Director of Shared Services, Tarmac
Many organisations have jumped on the automation and RPA bandwagon in the past few years, and have seen significant efficiency savings as a result. But once you’ve realised those savings; what’s next? In this session, hear from Andrew Parris, Process Improvement Director, CRH Europe Material and former SSC Director of Tarmac (a subsidiary of CRH) about how beyond robotics and chatbots, they are utilising machine learning and computer vision within finance, and learn about the opportunities and challenges associated with this new technology as they plan to integrate AI into their organisation this year.
Andrew ParrisDirector of Shared Services
12:50 pm - 1:00 pm Prize Give-Away!
1:00 pm - 1:05 pm Chairman’s Close of Conference
1:05 pm - 2:00 pm Lunch for those joining afternoon Masterclass sessions
Want to get the full SSON experience? Join us for our intensive masterclass sessions, to really deep-dive into one of your core issues and challenges. Pick one of the three below tracks, and really delve into key issues, such as diversity, digital transformation, and leadership!
Masterclass A2:00 pm - 4:00 pm Leadership and Team-Building in Shared Services Eduardo Peniche - Managing Director, Avis Budget Group Global Shared Services, Avis Budget Group
Rahul Malhotra - Director of Service Delivery, Avis Budget Group BSC (Hungary)
In today’s agile, customer-centric world, SSO leaders need to be able to exhibit skill sets beyond the traditional and transactional. The ability to respond
quickly to fast-changing external factors, to create collaborative, innovative and cultures across global organisations is critical for a forward-looking Business Services professional. In this session, discover how to create a team and a culture of business innovators, and how to create not only a culture of continuous improvement, but a company culture that thrives off of service excellence. Hear from Edoardo Peniche, Managing Director of
Avis Budget Group Global Shared Services, and Rahul Malhotra, Director of Service Delivery, about how they are looking at the transformation of their internal capabilities as their wider industry transforms into the realm of driverless cars. As their customer transforms, learn how they are ramping up their value-add capabilities, redefining their leadership, looking at elements such as crowdsourcing recruitment, and enhanced training and development to create the leaders of tomorrow. In this session, participants will discuss the core competencies required in an ever-changing SSO environment, and will leave the conference with solid takeaways about how to build a SSC team that excels, and how to develop your own leadership capabilities into the 2020’s.
Eduardo PenicheManaging Director, Avis Budget Group Global Shared Services
Avis Budget Group
Rahul MalhotraDirector of Service Delivery
Avis Budget Group BSC (Hungary)
Masterclass B2:00 pm - 4:00 pm Intelligent Automation and Digital Disruption Masterclass
Digital disruption is more than just RPA, it is about how technology can impact every aspect of your way of working. Despite all of the hype about RPA, if we are to treat it a tool to achieve the goal of creating an empowered, digital service, we must acknowledge that a wider digitalisation strategy is needed as a central pillar for SSO transformation.
Hear from leading SSO practitioners about how they have embraced the digital, and how they are continuing to innovate and transform their organisations in order to embrace the fourth revolution.
Masterclass C2:00 pm - 5:00 pm Women in Shared Services Caroline Basyn - Global Chief Information Officer and Global Business Services Officer, Mondelez Business Services
Given that as much as 70% of the workforce in some SSOs are female, there’s no question that shared services on the whole do well when it comes to the number of women employed. However, when analysing the number of women in senior leadership positions, these figures drop dramatically. While a diverse leadership team makes business sense with statistics from McKinsey showing that senior management teams enjoy a 3.5% increase in EBITDA for every 10% increase in female leadership, creating and maintaining this diversity is not easy. Intra-company mentorship and women’s groups have come some way in terms of helping to develop future leaders but cross-company collaboration is key to finding unique solutions to both individual and industry challenges. This masterclass is unique in that it is not just a learning opportunity, but a forum to create an informal network with your peers and understand how other companies are practically going about diversifying their workforce. Areas covered:
- Panel discussion: Best practice approaches to recruitment and retention
- Creating a recruitment strategy for your team that encourages diversity and embraces tech skills
- Creating an inclusive culture
- How can work/life balance be achieved?
- Influencing shared service organizational strategy: impact on the bottom line
- Practical case studies
- Creating women leaders: practical approaches to upskilling and developing those with leadership capacity
- The role of digital: increasing the number of women with tech skills
- Creating an effective mentorship and development programme
- Empowering women to put themselves forward for leadership roles
Caroline BasynGlobal Chief Information Officer and Global Business Services Officer
Mondelez Business Services