13 - 16 May, 2019 | Lisbon, Portugal

Agenda Day 3

8:20 am - 8:45 am Cofee and registration

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Rositia Vasilkeviciute

Senior Vice President, Group Operations
Danske Bank

8:50 am - 9:20 am Future Services – Will Blockchain be the next big thing, and when will it take off?

Rene Jensen - Head of Process Excellence Maersk
A few years ago it was RPA and cognitive that was being hailed as the next big thing for SSCs, but will 2018 be the year that Blockchain steps into the limelight? Largely explored so far within the realm of Financial Services, but with the potential to completely revolutionalise the way in which payments will be processed in a SSC environment, join is for a futuristic panel discussion about the possibilities of this new technology
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Rene Jensen

Head of Process Excellence
Maersk

9:20 am - 9:50 am To what extent do Geo-political factors impact upon GBS strategies?

James Bruce - EVP Unilver Global Business Services Unilever

Brexit, Trump, the rise of Far-Right political parties throughout Europe, domestic and international terrorism and Catalonian independence are a few examples of political and economic instabilities that are shaping European policy. What are the implications for GBS and SSC set up? For organisations with operations in tumultuous regions, how can they plan and adequately resource their centres and minimise risk to their businesses?
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James Bruce

EVP Unilver Global Business Services
Unilever

9:20 am - 10:30 am Breakout Session: Shared Services Career Paths: Where to next?

Increasingly, shared services professionals are finding that the industry is becoming a springboard to a broader range of career options. The model is now becoming recognised as vital
source of talent, inside and outside of BSOs
In this session, hosted by Deborah Kops, discover the demographics, experience and career ambitions that are most common in successful shared services professionals.
Walk away with a greater understanding as to the career paths that are most likely, given factors such as your leadership style —experience, risk tolerance, brand, and personal
preferences.

9:50 am - 10:25 am Revolution, Not Evolution – SSC Transformations

Guy Mercier - Head of Worldwide Services Strategy & Delivery Operations Solvay

It doesn’t matter where you are on your journey; we all know that the essence of BAU within Shared or Business Services is a complete misnomer. If you aren’t continuously building upon
your offering, searching for additional ways to revolutionalise your services, you are going backwards relative to your competition – who will be moving faster than ever!
In this keynote address, delegates will discover about how a multinational organisation from a traditionally non-process driven industry have embarked upon an exciting and innovative transformation journey, putting structures in place that will allow them to be agile and proactive to changing business needs.
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Guy Mercier

Head of Worldwide Services Strategy & Delivery Operations
Solvay

10:30 am - 11:00 am Morning Refreshments

In this speed case-study panel session, hear from returnee speakers about how their key projects from 2017 have continued to evolve, and what their SSC/GBS journey from the past year
looks like. Did they innovate, change and deliver throughout the year? What were the key stumbling blocks, and what lies ahead throughout 2018/2019? In this speed case-study, you will
hear top tips and advice on how to put your SSO Week experience, what you have learned, and who you have networked with to practice to deliver true business results!
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Alf Franzoni

Shared Services Centre Director
Siemens

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George Connell

Vice President Strategy - Finance Operations
Shell Business Services

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Andreas Mayer

Head of Global People Services
ING

11:00 am - 11:40 am Helping you to Deliver the Key Target Operating Models (TOMs) Expected from a Modern SSC Organisation

MID-CAP MASTERCLASS

11:40 am - 12:20 pm Automation on a Shoe-String
Many smaller companies are deciding
that they want to capitalise on the power
of automation, but that there is not a
business case for an expensive RPA pilot.
• When is a “small SSC” too small to benefit
from RPA scalability?
• Getting the budget for your automation
programme – establishing buy-in from
your key stakeholders
• Harnessing your employee capabilities
• can your team teach themselves to
automate?

CULTURE CREATION & CUSTOMER EXPERIENCE

11:40 am - 12:20 pm People Are Still Your Number One Asset
Stig Rutving - Vice President – Group Business Services Lundbeck
• Implement a global CRM function and
ensure strategic vision best practice
which is shared between your business
lines
• Align your multifunctional SSCs (SSC
HR, SSC FIN, SSC IT and SSC Banking
Corporate Operations
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Stig Rutving

Vice President – Group Business Services
Lundbeck

PROCESS EXCELLENCE

11:40 am - 12:20 pm Establishing and encouraging process and service excellence within your SSO and your BPO provider
Jens Knoblauch - Head of BPO and LGS Controlling Linde Group
Markus Maicher - Transition Programme Manager Linde Group
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Jens Knoblauch

Head of BPO and LGS Controlling
Linde Group

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Markus Maicher

Transition Programme Manager
Linde Group

12:55 pm - 1:00 pm 5 Minute changeover

MID-CAP MASTERCLASS

12:25 pm - 12:55 pm Doing more with less - Elevating the stature of business Service within an SME
James Bull - Director of Accounting Shared Services Escada
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James Bull

Director of Accounting Shared Services
Escada

CULTURE CREATION & CUSTOMER EXPERIENCE

12:25 pm - 12:55 pm Establishing Best-In-Class Global Culture Strategy

PPOCESS EXCELLENCE

12:25 pm - 12:55 pm Business Process Re-engineering - Developing a strategy to fix and shift your broken process

1:00 pm - 1:30 pm “RPA is just the beginning, - technology will drive the future GBS”. The GBS as innovation hub and moving up the GBS value chain.

Rene Jensen - Head of Process Excellence Maersk
In Maersk’s 12,000 people captive GBS organisation, where 40% of its white-collar staff sits, the business has redefined what shared services means. The business has completely
revolutionalised its GBS function, incorporating innovative technology such as AI, RPA (500 robots, and counting), and even Blockchain, all with the central aim of repositioning GBS as a
function with a seat and the strategy table. Discover how they have truly aligned business units and the GBS model, effectively removing the “them and us” dynamic, and are now able
to offer advanced value to value their end-user customers and improve business profitability.
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Rene Jensen

Head of Process Excellence
Maersk

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

2:45 pm - 3:45 pm Chair's Close & End of Conference

Masterclass A

2:45 pm - 5:15 pm Leadership and Development in Shared Services
Cathy Ferguson - Logistics Team Lead Tarmac
The ability to weather periods of intense change, and to
keep your team with you during that uncertainty, is an
essential skill for a Shared Services professional to master
– as there is no Business As Usual within Business Services!
Hear from Andrew Parris, who will be hosting our
Leadership and Development Masterclass, following on
from him winning both the Excellence in Culture Creation
and Best Shared Services Team at the SSON Excellence
Awards at our event in 2017.
In this practical session, discover how to create a team
who are business innovators, and how to create not only
a culture of continuous improvement, but a company
culture that thrives off of service excellence. Learn more
about Tarmac’s award-winning leadership and teamcreation
strategies, and leave the conference with solid
take aways as to how you can build a SSC team that
excels, utilising this knowledge to become a better leader
and to use this to your advantage when managing
internal and external stakeholders
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Cathy Ferguson

Logistics Team Lead
Tarmac

Masterclass B

2:45 pm - 4:45 pm Intelligent Automation and Digital Disruption Masterclass
Stephen Sutcliffe - Director of Finance and Accounting NHS
In this session, discover how to truly embed Digital
Transformation and Intelligent Automation into your BSO,
and hear from award-winning organisations about how
they have achieved Digital Transformation success.
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Stephen Sutcliffe

Director of Finance and Accounting
NHS

Masterclass C

2:45 pm - 4:45 pm Diversity in Shared Services
Kamila Grembowicz - Senior Vice President Global Business Services Adidas
A Forbes study recently identified workforce diversity
and inclusion as a key driver of internal innovation and
business growth, and according to McKinsey, companies
with diverse executive boards enjoy significantly higher
earnings and returns on equity.
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Kamila Grembowicz

Senior Vice President Global Business Services
Adidas

4:45 pm - 4:45 pm CLOSE