13 - 16 May, 2019 | Lisbon, Portugal

Agenda Day 1

7:45 am - 8:15 am Registration and Breakfast

Group 2


8:15 am - 10:00 am SSC and GBS Masterclass – Designing, Planning and Implementing Digital Business Services
Setting up a SSC or GBS enables organisations to benefit from improved agility and scalability, meeting the needs of the business, reduced costs, better analysis of existing data, and impact on the top and bottom line. In this deep-dive Workshop, learn more about getting the concept right, finding shortcuts through automation including robotics, building the business case and taking the business with you.
In particular, the workshop will enable you to:
• Discover the “needs to know” for location strategy
• Establish a clear roadmap for change, and clarity and vision for your transformation
• Understand your new market, the talent capabilities and the opportunities for future growth
• Take a balanced approached to RPA and other automation (as part of setting up)
• Develop a blueprint for your organisational model
• Importance of stabilisation (and not just focussing on Go Live)
• Build effective governance models
• Learn from companies who have set up in the region about what they did, and crucially, what they would do differently


8:15 am - 10:00 am Intelligent Automation – Design, Development and Delivery
According to SSON’s 2018 Report, over 50% of European SSCs have yet to start to test or implement RPA, despite all of the hype surrounding this exponentially growing industry. Given the enterprise-wide benefits, efficiency savings, and increases in productivity associated with automating mundane, repetitive tasks, what is holding them back?

In this session, learn how:
•RPA should be considered in the wider context of your intelligent automation strategy
•How to kickstart “digital” – understanding what to prioritise when it comes to automation
•“Bot PR” – the importance of getting buy-in from your human workforce, and how to tackle the “fear factor” associated with automation
•Training, development, and setting up a centre of excellence – how to harmonise your human and bot teams
•Do processes need to be standardised and simplified before you can “take the plunge”?


8:15 am - 10:00 am Next Generation Future Finance Business Services – Tips and Tricks to Expand Your Scope
Of the 2,000 SSOs in Europe, over 60% of them hold some form of F&A activity. Finance and Accounting has historically been the first function transferred into a Shared Services framework, and the first to see efficiencies when it comes to automation and process transformation. But with nearly half of European SSOs focussing 75% of their activity in transactional activities, how can Finance SSO leaders move up the value curve to focus on less transactional work and add ever greater value back to the business?

In this session, hear from a leading Finance Shared Service Centre leader about how they have successfully:
•Expanded into non-traditional areas, such as tax, treasury and analytics
•Extended the scope of finance within Global Business Services
•Harnessed big data and analytical tools to drive predictive decision-making, and how they are delivering exponential value back to their business


8:15 am - 10:00 am Global Business Services Transformations – Creation of Global Mindset Shifts
For years, Global Business Services has been hailed as being the Holy Grail of the SSC model, offering unparalleled saving in efficiency and increased process efficiency. And yet, with only 5% of European centres operating or moving towards a Global Business Services model, it seems that many organisations are struggling to realise the benefits. 

In this session, hear from Global Business Services leaders about the strategies that they have employed to:
•Successfully transform to become Global Service entities
•To manage their end-to-end processes on a global scale
•Address the challenges associated with this transition, and learn how, for these centralised groups to succeed in a digital era, leaders must focus on agility, customer service, and talent development, in addition to cost reduction and process efficiency.


8:15 am - 10:00 am Forward-Looking People Services – Creating the Business Case for Value-Added HR Shared Services
HR Services now have the ability to play an integral role in supporting the C-suite in their people strategy. Far from being “back office” solutions, GBS and SSO HR leaders are now innovating, optimising, and crucially, delivering savings and knowledge-based work at an unprecedented level. 
These organisations have pulled ahead, recognising the positive impact of a best practice approach. In these pioneering “People Services” organisations, HR provides valuable problem solving and analytic capabilities which support business success.

In this session, hear from leading HR SSOs about how they are:
•Driving innovation within their business
•Utilising data analytics
•Ensuring that they improve their customer service, leveraging innovative technologies, and delivering enhanced people operations which impact every member of their organisation.

10:00 am - 10:15 am Morning Refreshments

Group 4


10:15 am - 12:00 pm Interpreter, Adapter, Leader or Expert? Creating a Strategy for Your SSO Career
Deborah Kops - Industry Influencer and Shared Services Expert, Sourcing Change
It takes years of effort to effectively position a career, and yet, many SSO leaders fail to put the time and effort into their careers that they need to succeed. If we accept that careers don’t “just happen” but that they take years of effort and positioning in order to achieve your career goals.

In 2018, SSON conducted a survey in the US Business Services industry which uncovered four types of Shared Services professional, and in 2019, we are bringing the survey to Europe! 

In this session, join leading industry influencer, Deborah Kops, as she unpicks the different personality types attracted to SSOs, and together, you uncover tips and tricks for your leadership style and your career. 


Deborah Kops

Industry Influencer and Shared Services Expert
Sourcing Change


10:15 am - 12:00 pm Moving Beyond “Automation Adoption” – Deep-diving into your RPA Programme
As the distance between consumers and companies narrows, so too does the distance between service providers and their Business Units. When it comes to buzzwords, the term “customer-centricity” has never been used more, and yet there remains confusion as to how to balance exceptional service with ongoing efficiency savings. In this session, learn how one organisation is putting the customer at the heart of its 2025 strategy, transcending the “servant/master” relationship in order to deliver enhanced, trusted service which has a tangible value to the business. 

In this session learn how to
•Balance your CX strategy with your targets
•Harness employee satisfaction to deliver great service, every time
•Listen to and learn from your most important stakeholders in order to deliver enhanced operations. 


10:15 am - 12:00 pm Stepping Beyond the Bots – Why Order to Cash Business Services Need More than RPA
SSC are perfectly placed to be testers and adopters of new technology. Nobody could have anticipated the impact of RPA on the SSC industry, but there is growing dissatisfaction among GPOs and finance leaders about maintenance and the constant requirement of manual input and supervision. A perfect segue to the frontier of Artificial Intelligence and Machine Learning. Discover how pioneering SSC/GBS are already combining RPA and AI for the next level of process efficiency and effectiveness.

Key Takeaways from this session:
• Understand the impact that an RPA and AI combination would have on more than 30 staple activities across key order-to-cash functions
• Understand the activities where off-the-shelf RPA solutions gain an edge over maintenance-intensive, custom-built RPA solutions
• Real life examples of how “machine-life” is already stepping into knowledge-based work OTC activities.
• Discover how skillset upgradation could help achieve the balance between your human and virtual workforce.


10:15 am - 12:00 pm Employee Engagement – Work Life Balance
According to Aon’s 2018 Global Trends in Global Employee Engagement report, Europe is once again the lowest scoring region in the world when it comes to engagement, and is 5% below the global average. With numerous studies showing a clear link between engagement and productivity, European SSO leaders need to be prioritising engagement in order to deliver value back to the business…if you aren’t prioritising this, you are hurting your bottom and your top line. 

In this session, discover:
•The numerous factors that impact upon employee engagement outside of salary
•What you need to do to create a culture that delivers high productivity, and retention
•How to encourage a work/life balance with your employees


10:15 am - 12:00 pm AI powered decision making – what comes after you have implemented RPA?
According to SSON’s 2018 Report, 63% of European SSCs are either testing or planning some form of Artificial Intelligence within their BSO. However, as the lines between “traditional automation”, RPA, and AI become more and more blurred, what are the key criteria Business Services leaders need to establish in order to kick-start an Artificial Intelligence programme?

In this session:
•Do you need to have embarked upon an RPA programme before you can start looking into AI?
•A discussion on the opportunities and limitations of AI (Chatbots, NLP, and beyond)

12:00 pm - 1:00 pm Lunch and Main Conference Registration Opens

1:00 pm - 1:10 pm SSON Opening remarks and polling questions

1:10 pm - 1:20 pm Opening Remarks from the Chairperson

1:20 pm - 1:45 pm A Strategy For the 2020s And Beyond – Envisioning Digitally Empowered, Demand Driven Service

Alexander von Thielmann - Senior Vice President Shared Services, Siemens
In this opening Keynote address, take a look into the future of the Business Services industry. Hear one business services leader’s vision for the DNA of the Business Services Organisation of the future - driving transformation and leveraging technology in an entrepreneurial and market driven spirit, focussing on not just RPA, but a plethora of other new technologies including workflow automation, cognitive computing and data analytics. It is undeniable that Digitalisation and Process Expertise are becoming ever closer, and in this session, hear about how digital services and value add solutions will add even greater business value and customer satisfaction.

Alexander von Thielmann

Senior Vice President Shared Services

1:45 pm - 2:10 pm Delivering Complex Business Change – Creating Global Business Services Which Drive Leadership and Value

Sumit Mitra - CEO Tesco Global Business Service, Tesco
In this session hear how the third-largest retailer in the world, with revenues of £60bn, is in the process of setting up GBS from scratch. Understand how the mantra “everything starts with the customer” is driving Tesco’s GBS strategy, and how GBS reports into the Groupexecutives, ensuring a seat at the table when it comes to truly owning and delivering upon business transformation initiatives. Discover the challenges posed with setting up a Target Operating Model for a FTSE 100 organisation, and, looking towards 2025 and beyond, what the vision of the “future state” of operations looks like for this global giant.

Sumit Mitra

CEO Tesco Global Business Service

2:10 pm - 3:00 pm The Intelligent Automation Presidential Debate - Bridging the Gap Between Reality & Expectation

It has been four years since RPA and Intelligent Automation exploded onto the Business Services scene in Europe, and despite the substantial up-take of robotics automation projects over the last 18 months, the level of scepticism amongst GBS and Shared Services practitioners remains high. Despite numerous case-studies showing the benefits of IA, there continues to be a high degree of confusion, hesitation, and doubt about the role of automation, with widespread uncertainly continuing to delay investment and extend POCs. Many late adopters are still reluctant to pull the trigger.

The IA Presidential Debate will cut straight to the chase and tackle customers’ distrust in an increasingly crowded software vendor market. This debate comes at an opportune time as companies are at a critical juncture, trying to figure out if they’re doing it all right or all wrong.

3:00 pm - 3:25 pm The Evolution Story: Leveraging Intelligent Automation to Optimize End-to-End Processes

The last step in the RPA evolution story is establishing and implementing an enterprise-wide RPA operating model that is inline with your digital strategy. A strong model lays the groundwork for future advances in automation by creating a strong foundation that includes critical elements like governance, standard processes and effective communication. This plenary session will examine how one organisation has moved from to piloting and evaluating the process scope and activities, to establishing an RPA programme, and to full-enterprise wide adoption.

4:00 pm - 4:30 pm Stream Sessions - Maturity Curve Groups Begin

Group 2

Stage 1 - Emerging

4:05 pm - 4:20 pm SSC Set Up –Securing the Foundations to Building Business Value
Marius Ivanauskas - Head of Global Services & Operations, Telia Company
Telia, the 10Bn EUR telecommunications company, is only one year into its SSC journey. However, with 300 people onboarded, 500 robots deployed, and ambitious growth initiatives (they aim to have 1000 FTEs in the next three years) this organisation is setting itself up for success from the outset.
In this session, learn:
•How to fast-track your service strategy
•Becoming an employer of choice in a relatively small market
•Intelligent Automation from the outset
Marius Ivanauskas, Head of Global Services & Operations, Telia Company 


Marius Ivanauskas

Head of Global Services & Operations
Telia Company

Stage 2 - Evolving

4:05 pm - 4:20 pm Evolving Service – From Single to Multi-Tower Service Delivery
In this session, learn how one SSO is expanding its scope of service through a focus on multi-functional delivery. 

•The essential need to have a long-term strategic plan for your operations
•Is a sponsor needed to drive through the “next wave” of change?
• How to create a culture of continuous improvement within your organisation 

Stage 3- Adding Value

4:05 pm - 4:20 pm The New Future of Operational Excellence in Shared Services
Marina Kabirova - Head of Operations and Shared Services, Raiffeisen Bank
In the five years since Raiffeisen SSC was created from scratch, this service organisation has developed into a multifunctional 1,400 FTE customer-centric hub which works 24/7 and specialises in high-value operations. 

In this session, learn how they have shifted from the “efficiency first” mind-set, and are now re-evaluating their ways of working with the customer in mind. Discover how they are continuously adapting to customer feedback, looking at implementation and an agile approach to deliver business objectives, and understand how “self leadership” is helping them to prepare their teams to support the future vision of shared services. 

Marina Kabirova, Head of Operations and Shared Services, Raiffeisen Bank


Marina Kabirova

Head of Operations and Shared Services
Raiffeisen Bank

GBS Evolution Forum

4:05 pm - 4:20 pm Global Service, Global Talent – How Getting the Basics Right has Led to Attrition Dropping by 20%
Todd Naughton - Vice President, Global Business Services, Zebra Technologies
In this session, hear from Todd Naughton, VP GBS about how following on from the leading the business transformation, GBS set up, and company integration at Zebra, he now spends most of his time on global talent. 
Understand how under his leadership:
•Attrition has decreased from 38% to under 10%, and how employee engagement has risen to 88%
•GBS is guided by the strategy “everyone deserves a good leader”
•How the organisation is employing innovative R&R programmes, and is creating a culture where people can raise issues to leadership.


Todd Naughton

Vice President, Global Business Services
Zebra Technologies

SSO Transformations

4:05 pm - 4:20 pm Target Operating Model Transformation – What to do when “Going Global” hasn’t gone to plan
Many global organisations hold GBS up as the “holy grail” of shared services, but it’s not the right course of action for everyone. 

 Hear how Telenor Group has made the strategic decision to “de-globalise” GBS, divesting IT from shared services.

In this session, discover:
•When to address the strategic rationale of TOM transformation
•How this transformation is leading to a challenging of the negative perception of SSC
•When to notice and how to address the need for change

4:20 pm - 4:25 pm 5 Minute Changeover

Group 4

Stage 1 - Emerging

4:25 pm - 4:45 pm Lessons Learnt Panel: Lift & Shift, Location Strategy, Addressing the Scope of Your SSO
Fred Stierlin - Vice President Shared Services, Burberry
There are so many things to consider when setting up a SSC/GBS organisation from scratch, and whether this is your first time or your fifth, there are still lessons to learn.

In this session, learn from SSO leaders about their top tips and tricks regarding SSO launch:
•How to decide which TOM is right for you
•Understanding key drivers – what is the catalyst for business service?
•Linking location strategy to your long-term goals


Fred Stierlin

Vice President Shared Services

Stage 2 - Evolving

4:25 pm - 4:45 pm Lessons Learnt Panel: After Stabilisation, What’s Next?
Ghassan Ashkar - Chief Financial Officer, Azadea Group
Albano Magalhães - Vice President & General Manager, SEG Automotive
You’ve picked the location, you’ve onboarded your first FTEs, and you’ve lifted and shifted your processes. Your SSO is up and running and stablised, but before you get too comfortable, remember that there is no BAU within Business Services. What’s next?

In this session, hear from panelists who are looking at optimising their service offering. 

•What are the best practices for measuring your performance
•Deepening and widening your SSO scope – which to tackle first
•Getting the buy-in for enhanced operations


Ghassan Ashkar

Chief Financial Officer
Azadea Group


Albano Magalhães

Vice President & General Manager
SEG Automotive

Stage 3 - Adding Value

4:25 pm - 4:45 pm Lessons Learnt Panel: What is “Value Add” Anyway?
Tapping into the experiences of senior SSO professionals understand what you can be doing to support your SSO and the wider organisation. 

Stepping beyond the jingoistic term of “value-add activities leaders share what they are actually doing to drive their SSC forward and challenge the perception that SSOs are transactional process factories.

GBS Evolution Forum

4:25 pm - 4:45 pm Lessons Learnt Panel: Gaining a Seat at the Strategy Table
Everyone knows that SSOs are no longer the places for solely transactional work, but for many, the term “shared service” still holds negative connotations. Hear from SSO leaders who are successfully challenging the established perception of business services and have become truly valued business partners. 

Points covered will enable you to:
• Prove the value of your service
• Raise the profile of
Business Services within
your organisation
• Uncover the emerging role of
social media in  employee
engagement and BSO usines
• Should you be customer-centric or
partner focussed?

SSO Transformations

4:25 pm - 4:45 pm Lessons Learnt Panel: 10 Reasons Transformations Fail…And What You Can Do About It!
In this frank panel discussion that comes from a refreshing perspective, hear from transformation and SSO leaders about ensuring your SSO transformation delivers on its targets. Whether your transformation programme is floundering or you are about to embark on a new project, hear firsthand the key things you need to get right:
•Training your team for change management
•The importance of communication 
•How imperative it is to get your leadership on board, and how to do so

4:45 pm - 4:50 pm 5 Minute Changeover

Group 6


4:50 pm - 5:10 pm Overcoming Objections and Starting the Engine of Change - Accelerating Towards Multifunctional Business Services
Sandeep Kulkarni - Global Shared Services Consultant Director, Jaguar Land Rover
In this transformative case-study, hear how £26bn turnover automotive giant Jaguar Land Rover is revolutionising its organisational set up to incorporate a multifunctional business services organisation which can scale and deliver at pace. Discover how this organisation is combating objection handing and is successfully leveraging the maturity of its parent company’s GBS organisation, Tata Motors, through knowledge sharing, automation, and a focus on end-to-end ownersip

•How to build a SSC brand, vision and values, internally and externally
•Getting buy-in…getting senior leaders to support transformation and change
•How to successfully implement enhanced processes to time, scale, and delivery.


Sandeep Kulkarni

Global Shared Services Consultant Director
Jaguar Land Rover


4:50 pm - 5:10 pm No Mandate, No Problem: Establishing a Global Service Framework for Fragmented Business Services
So much has been written about the benefits of Global Business Services, but what happens when an organisation doesn’t have a global sponsor, mandate or leader to support and drive forward a single vision?
Fresenius-Kabi have done just this –adopted a strategy for greater cohesion between their global shared services hubs without a central mandate. Learn how, up until very recently, these centres were operating differing target operating models, processes, and delivering a range of activities to their organisations, but how the centres are now collaborating to develop a single vision for expansion.

Adding Value

4:50 pm - 5:10 pm From the Bottom to the Top of the League: A Tale of Cultural Change and Digitalisation
Jasmeet Narang - Governance, Control & Client Management Director, Santander
Santander Operations Shared Services in the UK has undergone a huge transformation over the last 5+ years going from being at the bottom of the league on customer satisfaction to being in the top 3. This in addition to saving £70m+ via the deployment of c300 robots and a robust command centre approach has helped the organisation to grow significantly. This is all underpinned by a cultural change with the main focus being on bringing people along the journey with a core set of values.

Jasmeet Narang

Governance, Control & Client Management Director

GBS Evolution Forum

4:50 pm - 5:10 pm Elevating the Stature of Business Services – Building a Brand for Your Organisation
With global employees, global processes, and global customers, it can be difficult for GBS organisations to create a single brand and culture. And yet, taking the time to invest in your brand leads to increased engagement, retention, and trust in the quality of your service. 

In this session, discover how one GBS organisation has successfully stepped away from the sometimes negative connotations of outsourcing, creating a trusted brand which has a seat at the strategy table.  

SSO Transformations

4:50 pm - 5:10 pm People Enabled Change – Modernising Corporate Services Through Customer Satisfaction Focus
Fernando Pons - Vice President and CAO, EBRD
Every SSC Transformation has an element of politics, but at the European Bank for Reconstruction and Development, this is more the case than most. 

Within the EBRD, Corporate Services is seven years old, and is undergoing a change to modernise the service.

EBRD give insight into;:
•How the organisation has embarked on a transformation “from functional to integrated”
•How processes are being transformed across functions
•Dealing with “employees for life” alongside large-scale transformation
•How they are focussing on advanced analytics within CS in order to add enhanced value back to the business


Fernando Pons

Vice President and CAO

5:10 pm - 5:15 pm 5 Minute changeover - Move back into Main Plenary Room

5:15 pm - 5:55 pm Going Global? Tips & Tricks to Successfully Implement Global Business Services

Kathleen Terjesen - Head of Global Business Services, Bose
According to SSON’s 2018 Report, 31% of Shared Services Organisations in Europe are currently operating a GBS model but at vastly different stages of maturity. Hear from one Global Business Services leader who has successfully set up and led GBS organisations for multinational conglomerates, on the specific challenges associated with setting up a GBS structure. Understand her lessons learned for setting up a global service framework, and crucially, what comes next after “planning and launching” in order to ensure maximum value is created. 

Kathleen Terjesen

Head of Global Business Services

Your 2019 Judging Panel:

Bobby Abrahams Vice President Finance Transformation, AstraZeneca
Joanne Griffin, EMEA Accounting Operations Director, LinkedIn
Kay Flynn, General Manager Global Business Services, Eli Lilly
Phil Priest, Senior Vice President, Global Business Services, Smith and Nephew
Grace Winters, SSC Director, Abbott
Andrew Parris, Director of Shared Services, Tarmac
Kamila Grembowics, Senior Vice President Global Business Services, Adidas
Chris Gunning, Global Functional Owner – Centres Of Excellence, Apollo Tyres
Mike Stops, Group Director Service Centres, NSG
Irina Chernousenko, GBS Consultant, JLL
Fraser Kirk, Vice President Global Human Resources Shared Services Programme, Brambles
Sarunas Suipis, Vice President Operations and Managing Director, Western Union Processing Lithuania


Chris Gunning

Global Functional Owner - COE / GBS - Accounts & Commercial / Finance
Apollo Tyres


Irina Chernousenko

Interim Director for Finance & Accounting Shared Services Centre


Kamila Grembowicz

Senior Vice President Global Business Services


Joanne Griffin

EMEA Accounting Operations Director


Mike Stops

Group Director Service Centres


Bobby Abraham

Vice President Finance Transformation


Fraser Kirk

Vice President Global Human Resources Shared Services Programme


Andrew Parris

Director of Shared Services


Kay Flynn

General Manager GBS Global Business Solutions
Eli Lilly


Phil Priest

Senior Vice President Global Business Services
Smith & Nephew


Sarunas Suipis

Vice President Operations and Managing Director
Western Union Processing Lithuania

6:30 pm - 6:30 pm SSOW Cocktail Reception

If you are staying at the Palacio Estoril, you might already be aware that in the midst of World War Two it was the international spy headquarters for the Allied Powers. You might also know that it was the inspiration for one of those spies, Ian Fleming, to create a character that would remain a British and global icon over 75 years later, and the setting of the now infamous Casino Royle.

To celebrate the history of Estoril, join us at our “007 Casino” themed party, directly following our SSON Impact Awards.