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 GBS is enabling 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 Masterclass, learn more about getting the concept right, building the business case and taking the business with you.

In particular, the workshop will enable you to:
  • ·Discover the “need 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
  • ·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 SSCs 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, and how they have successfully been able to expand the scope of finance within Global Business Services.


8:15 am - 10:00 am Global Business Services Transformations – Creation of Global Mindset Shifts


8:15 am - 10:00 am Forward-Looking People Services – Creating the Business Case for Value-Added HR Shared Services

10:00 am - 10:15 am Morning Refreshments

Group 4


10:15 am - 12:00 pm Plotting your Shared Services Career


10:15 am - 12:00 pm Creating A Customer Excellence Strategy


10:15 am - 12:00 pm Stepping Beyond the Bots – Why Order to Cash Business Services Need More than RPA

Develop a stratergy and retrain your team as their


10:15 am - 12:00 pm Construct your next-stage service strategy


10:15 am - 12:00 pm Intelligently Automating

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 - 1:50 pm A Strategy For the 2020s And Beyond – Envisioning Digitally Empowered, Demand Driven Service

Alexander von Thielmann - Senior Vice President Shared Services, Siemens


Alexander von Thielmann

Senior Vice President Shared Services

1:50 pm - 12:00 am Delivering Complex Business Change – Creating Global Business Services Which Drive Leadership and Value

Sumit Mitra - CEO Tesco Global Business Service, Tesco


Sumit Mitra

CEO Tesco Global Business Service

2:20 pm - 3:20 pm The Intelligent Automation Presidential Debate - Bridging the Gap Between Reality & Expectation

3:20 pm - 3:50 pm The Evolution Story: Leveraging Intelligent Automation to Optimise End-to-End Processes

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


Marius Ivanauskas

Head of Global Services & Operations
Telia Company

Stage 2 - Evolving

4:05 pm - 4:20 pm Evolving Service –Widening and Deepening Your Service Delivery

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


Marina Kabirova

Head of Operations and Shared Services
Raiffeisen Bank

GBS Evolution Forum

4:05 pm - 4:20 pm Global Service, Global Talent

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


Fred Stierlin

Vice President Shared Services

Stage 2 - Evolving

4:25 pm - 4:45 pm Lessons Learnt Panel: After Stabilisation, What’s Next?

Stage 3 - Adding Value

4:25 pm - 4:45 pm Lessons Learnt Panel: What is “Value Add” Anyway?

GBS Evolution Forum

4:25 pm - 4:45 pm Lessons Learnt Panel: Transformation Challenges

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

Group 6


4:50 pm - 5:10 pm From Concept to Reality – Successfully Launching Your SSO


4:50 pm - 5:10 pm Overcoming Objections – Getting Buy-In for Additional Activities

Adding Value

4:50 pm - 5:10 pm Constructing a Charge-Back Strategy for Business Services

GBS Evolution Forum

4:50 pm - 5:10 pm Global Process, No Problem? How can GPOs Add Enterprise-Wide Value?

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


Kathleen Terjesen

Head of Global Business Services


Chris Gunning

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


Irina Chernousenko

GBS Consultant


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

6:40 pm - 6:40 pm SSOW 007 Themed Party