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 - 9:20 am Big Idea’s Speaker – Mandy Hickson

9:20 am - 9:50 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?

Award Winner Panel

9:50 am - 10:15 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 Piwowarczyk

Vice President, Global Business Services

10:15 am - 10:40 am Metric Maximisation – Game-Changing Tips from the Top 20 Most Admired SSOs

Helen Emmett - Operations Director Global Financial Services, Experian
Bobby Abraham - Vice President Finance Transformation, AstraZeneca
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 Emmett

Operations Director Global Financial Services


Bobby Abraham

Vice President Finance Transformation

10:40 am - 11:10 am Morning refreshments

Employee-Engagement Case Studies

11:10 am - 11:30 am Millennial Panel Session – What do Millennials Really Want?
We hear a lot about the challenges of dealing with the millennial generation, but this dialogue ignores the fact that many millennials are now stepping int senior positions with global remits. 

In this panel session, hear from millennials from some leading SSOs about what they really want and need to succeed, to remain engaged, and to get the best out of the two way “employer-employee” relationship. 

Customer Experience Case Studies

11:10 am - 11:30 am Aligning Customer Centricity with the Ability to Deliver Globally at Scale
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. 

Future of Business Services – Artificial Intelligence Case Studies

11:10 am - 11:30 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
• Ensure your employees have the capabilities to succeed with artificial intelligence

Employee-Engagement Case Studies

11:35 am - 12:00 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-Kiske

Head of Operations Europe
Resolution Life

Customer Experience Case Studies

11:35 am - 12:00 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 Studies

11:35 am - 12:00 pm Getting Started With AI – Moving Beyond the Hype
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. 

Employee-Engagement Case Studies

12:05 pm - 12:30 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 Leigh

General Manager, Tele2 Shared Service Centre

Customer Experience Case Studies

12:05 pm - 12:30 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. 

Learn how:
•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 Studies

12:05 pm - 12:30 pm From Chat Bots to Machine Learning – Harnessing the power of “Artificial” to Augment your Centre
In this session, hear from one SSO leader about how they have embraced diigitalisation, establishing not only their robotic capabilities, but also the impact of machine learning and Chatbots. Hear about the savings made, the value that adopting AI has unleashed, and what their predictions are for the technologically enabled SSO of the future…

12:30 pm - 1:30 pm What’s going in here?

1:30 pm - 1:45 pm Prize Give-Away!

1:45 pm - 2:00 pm Chairman’s Close of Conference

2:00 pm - 5:00 pm Masterclass Sessions Begin

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 A

2:00 pm - 5:00 pm Leadership and Team-Building in Shared Services
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. 

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.

Masterclass B

2:00 pm - 5:00 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 C

2:00 pm - 5:00 pm Women in Shared 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
oPractical 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

The SSOW On-Site Mentorship Programme
Our role is to foster long lasting connections between driven industry leaders through our on-site mentorship programme. Choose to be a mentor or mentee depending on what you want to accomplish and we will match you with an individual for the two days to help achieve your goals. We recommend at least 2 contact points in the months following the event to help forge a long lasting relationship.

-                      Please note that as part of your masterclass package you will be able to participate in the SSOW Women’s Leadership Networking Session on Day 2 where you will be first introduced to your mentor/mentee to allow a longer period of networking.