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Day Three –Thursday 18th May 2017

8:30 AM - 9:00 AM Coffee & Registration

9:00 AM - 9:10 AM Chairman’s Opening Day Three

9:10 AM - 9:50 AM Fast-forward: Leap-frogging the shared services maturity curve

Cindy Gallagher, SVP, Global Shared Services Controller, Discovery Communications
There are reams of handbooks available giving advice on the painstaking and lengthy maturity journey of a shared service centre, but after 30 odd years, isn’t it time we broke the rules or at least re-examined the process? Since shared services were established back in the 80s, technology has rocketed forward in sophistication and digitally capable talent has joined the workforce; meanwhile SSC models have been tried and perfected by many of the leading enterprises. This session gathers together advice, lessons learnt and brand new concepts to help you accelerate your SSO journey and leap-frog that maturity curve

Cindy Gallagher

SVP, Global Shared Services Controller
Discovery Communications

9:50 AM - 10:30 AM What’s next for a World Class Finance Shared Services Organization

Integrating proprietary data from SSON’s 100K+ global membership and publically sourced data, SSON’s Global Analytics Centre Dart Institute has produced a visual analytics workbook of European Shared Services & Outsourcing data. This session will interrogate the data live as you navigate the landscape of shared services & outsourcing in the US, with detailed findings on location, function, maturity, industry sector and city-level insights into graduate talent pools and average starting salaries across emerging and more saturated hotspots.

10:30 AM - 10:40 AM Live Benchmarking Part Three! Comparing your journey against the European Shared Services & Outsourcing Landscape

10:40 AM - 11:20 AM Morning Coffee and Networking Break

Streamed Sessions Begin: Challenge 
Data Analytics and Digitization 

11:20 AM - 11:50 AM Panel Discussion: Delivering decision support through data analytics

Ian Herbert, Centre for Global Sourcing and Services, Loughborough University
Business strategy support, financial analysis, budgeting forecasting and management reporting; there is no end to the benefits you can provide your business if you get the data strategy right. This session discusses how you can create some amazing results by:
-Enabling data accuracy: Ensuring you have reliable data
-Integrating technology to enable faster results
-Aligning with business lines to ensure your data strategy supports company vision

Ian Herbert

Centre for Global Sourcing and Services
Loughborough University
Culture Creation and Customer Experience 

11:20 AM - 11:50 AM Reducing costs and raising effectiveness through customer experience excellence

Philip Priest, SVP GBS, Smith & Nephew
Hackett research reports a direct correlation between service effectives and reduced costs, arguing that, if you can create a service tailored to what your customer actually requires you will reduce the number of competing priorities and limit your work to only those adding serious value to the customer. In this session Smith & Nephew discuss how they transformed their GBS service management by flipping the SSC model on its head and strategising from the customer perspective

Philip Priest

SVP GBS
Smith & Nephew
Talent Management 

11:20 AM - 11:50 AM Panel Discussion: Embedding SMAC into your SSC

John Dickens, Head of Finance Operations, British Gas
-Engaging with your staff and customers through apps, and social media
- Purchasing, travel requests, manager approvals: How do employee apps work in practice and what are the pitfalls?
- Retraining employees with SMAC competencies
- Ingesting the volume, velocity and variety of SMAC data to spot anomalies and golden nuggets

John Dickens

Head of Finance Operations
British Gas
Operational Best Practice 

11:20 AM - 11:50 AM Unleashing the Power of Process Mapping

- Mapping the end-to-end process from the customer perspective back
- Adopting a bounce-back strategy: Turning process breaks into opportunities into great customer experience
- Using failure rates to identify bigger process challenges
- The different stages of process mapping – how you can apply it immediately to your company?
- Collaboration and relationship building to drive progress

GBS Evolutions Continued:

8:00 AM - AM Easing the pain of M&A

Phil Whelan, Head of Strategy & Process Management – Global Business Services, BP
Which steps will enable you to convert acquisitions back to the business more quickly?
-Consolidating ERPs and preventing new acquisitions from being parked
Still us and them? How can you overcome cultural barriers and the politics of ownership

Phil Whelan

Head of Strategy & Process Management – Global Business Services
BP

11:55 AM - 12:30 PM Can you see the tree for the woods? Essential, interactive data visualisation

There is no point having the data if you can’t present it in the right way to the stakeholders that need it most
-Using data visualisation to ensure your leadership team gets the big picture
-Integrating tools to assist in data visualisation
- Establish how your stakeholders would prefer to view their data
- Identifying areas for improvement or attention
- Creating a ‘war-room’ using interactive data analytics and plotting your plan of attack

11:55 AM - 12:30 PM Creating a culture of customer experience excellence

Andy Green, Global Design and Delivery P2P, Walmart
As SSCs take on more front-end, business critical roles the SSC will necessarily get closer to both the external and internal customer. This presents a perfect opportunity to re-examine your CEM strategy:
-Tracking and improving CEM: KPIs, NPS and metrics
- Empowering your staff to give better customer experience
- Beyond cost savings: Rewarding and incentivising staff to work better with customers
- Customer journey mapping

Andy Green

Global Design and Delivery P2P
Walmart

11:55 AM - 12:30 PM 5 Tips for Managing Remote Employees

Sebastian Drzewiecki, Head of Business Service Centre , GSK
Globalisation and expansion of SSO means that its likely if you aren’t already you’ll be managing a remote team before long. A remote workforce enables you to recruit top candidates, make further standardisation gains and increase productivity but managing them can be an adjustment:
-Creating a successful remote workforce
- Measuring by productivity instead of face-time: Setting clear goals and deliverables
- Creating regular interaction
- Hiring the right people who respond to this environment
- Building trust

Sebastian Drzewiecki

Head of Business Service Centre
GSK

11:55 AM - 12:30 PM Time the new value currency of GBS organization?

Nico Orie, Global Director GBS People Services, Akzo Nobel
Research shows that on average a manager spends as much as 50% of his time on administrative activities. So how can we enable managers and business leaders time to focus on growth, coaching their team or driving the digital agenda when they do not have enough time to do so? GBS can play a key role in “giving back time” breaking through traditional silo’s and organizing processes and deliver more end-to-end

Nico Orie

Global Director GBS People Services
Akzo Nobel

11:55 AM - 12:30 PM Shared Services Strategy and the Economy

By the time we meet on-site in May, Brexit and its implications will (hopefully) be much clearer. The inevitable impact of this monumental decision on labour, tax, currency and other extraneous factors are certainly worth considering. Hear your peers’ thoughts on what this will mean for the SSC market in this interactive discussion

12:35 PM - 1:15 PM Case Study on Robotics and AI

1:15 PM - 1:30 PM The Winner Takes It All Prize Giveaway

1:30 PM - 1:30 PM Chairman’s Close of Conference