Conference Day 2
HARNESSING INTELLIGENT AUTOMATION AND ROBOTICS TO DRIVE BUSINESS GROWTH
8:20 am - 8:50 am Morning Refreshment and Registration
8:50 am - 9:00 am Opening Remarks from the ChairpersonJean-Claude de Vera, Vice President, GBS,LafargeHolcim
9:00 am - 9:30 am Integrating Robotics And Intelligent Automation With Machine Learning And Artificial Intelligence To Further Enhance Business OutcomesRoscoe Pineda, Chief Operating Officer,ANZ Global Services and Operations (Manila), Inc.
No technology has disrupted the shared services industry like the emergence of RPA and intelligent automation and it is no surprise that the speed at which RPA is being adopted; organizations are now looking at the scalability and governance of intelligent automation to drive productivity. ANZ Global Services Center’s Chief Operating Officer, Roscoe Pineda, will be sharing ANZ’s continuous journey on RPA as well as case studies on how ANZ has started to incorporate Machine Learning and AI in their automation journey for successful business outcomes.
Roscoe PinedaChief Operating Officer
ANZ Global Services and Operations (Manila), Inc.
9:30 am - 10:00 am RPA And Intelligent Automation Are (Re) Defining The Employment Landscape – What should you do to keep up?Elaine Kunkle, Vice Chairperson, GICC and General Manager,Henkel Asia Pacific Service Centre
With the rapidly emerging trend of shared services centers deploying intelligent automation and robotics for operational efficiencies and cost savings, companies are also facing a challenge of up-skilling their employees. Keeping pace with the change and dealing with the impact on the workforce has become a priority for most SSCs. In this session, hear what some of the industry leaders are doing to manage the changing landscape for the digital workforce.
10:00 am - 10:30 am Developing The Next Steps For Your Intelligent Automation Journey In Shared ServicesUlyses Ty, Head of Delivery Services & Digital,Sun Life Financial Asia Services Limited
RPA has been widely adapted and is the game changer for repetitive, labor-intensive and transactional business processes for Shared Services Centers. Now that RPA pilot implementation is over, what are the next steps of your RPA journey? In this session, we will examine how SSCs can continue to reap the benefits of intelligent automation through enterprise scalability and governance.
10:30 am - 10:40 am Networking break
10:40 am - 11:10 am Morning tea and coffee break
Interactive Discussion Groups
IMPROVING CUSTOMER EXPERIENCE AND ENGAGEMENT11:10 am - 11:50 am Customer Excellence 101 – Customer Engagement Strategy
IMPROVING CUSTOMER EXPERIENCE AND ENGAGEMENT11:50 am - 12:30 pm Expanding The Perception Of Business Services – Optimizing Service Levels In Your SSC
IMPROVING CUSTOMER EXPERIENCE AND ENGAGEMENT12:30 pm - 1:10 pm Strategic Business Partnering- Mind-mapping Your Organization to Achieve Enhanced Business Outcomes through Continuous Improvement Elaine Kunkle, Vice Chairperson, GICC and General Manager,Henkel Asia Pacific Service Centre
PROVIDING VALUE-ADDED SERVICES IN YOUR SSC11:10 am - 11:50 am Transforming From A Low-Cost Center To Value-Adding Strategic Partner Luz Karleen S. Dela Cruz, Head of Finance Shared Services,San Miguel Foods, Inc.
PROVIDING VALUE-ADDED SERVICES IN YOUR SSC11:50 am - 12:30 pm Accelerating The Journey - From Regional Service Provider to a GBS Carlos Chiozza, Head of Global Asset Services HR & Manila,BHP
PROVIDING VALUE-ADDED SERVICES IN YOUR SSC12:30 pm - 1:10 pm Creating A Strategy For Your Data - Unlocking Your Greatest Untapped Resource
INCORPORATING INTELLIGENT AUTOMATION11:10 am - 11:50 am Robots Or People – Who Will Take The Lead On Processes In The Future Ulyses Ty, Head of Delivery Services & Digital,Sun Life Financial Asia Services Limited
INCORPORATING INTELLIGENT AUTOMATION11:50 am - 12:30 pm Intelligent Automation And Shared Services – From Pilot Success To Wide Scale Adoption And Scalability
INCORPORATING INTELLIGENT AUTOMATION12:30 pm - 1:10 pm Developing Your Intelligent Automation Rulebook – Governance For Your Robots
3 Rotations @ 40 Minutes each
During this part of the conference, delegates will get the opportunity to participate in 3 topics of their choice. Discussion groups are deliberately kept small to ensure that all delegates get the opportunity to ask their most pressing questions, thereby guaranteeing a perfectly tailored experience.
DRIVING ORGANISATIONAL AGILITY FOR BUSINESS GROWTH
1:10 pm - 2:00 pm Lunch and networking break
2:00 pm - 2:30 pm Panel: Establishing And Encouraging Process And Service Excellence Within Your SSO And BPO Provider
· Motivating internal and external workforce to achieve customer excellence
· Getting the best out of your BPO contracts to complement operations
· Embedding continuous improvement initiatives and innovation within your organization
2:30 pm - 3:00 pm Adding Value by Bringing Front-Office Functions into your SSC
SSCs have come a long way from being a purely back-office offering. Organizations have started exploring innovative ideas to continue to evolve beyond the traditional functions of a SSC. In this session, AMEC Foster Wheeler’s, Global Service Delivery Director, Arlene Calangi will share how SSCs can introduce fresh concepts for centralization, and overcome the challenges in bringing a front-office function to a SSC.
3:00 pm - 3:30 pm Afternoon tea and coffee break
ACHIEVING CONTINUOUS IMPROVEMENT AND PROCESS EXCELLENCE
3:30 pm - 4:00 pm Embarking on Continuous Improvement For Business Growth in Shared ServicesAnthony Nool, Head of Controlling, SSC Manila,Henkel Asia Pacific Service Centre
Continuous improvement is widely considered the cornerstone of shared services, helping to drive efficiencies and realize cost savings. However, finding a balance between dedicating resources for CI and service-delivery is a key challenge. In this session learn how to achieve significant savings while accelerating your CI projects.
Anthony NoolHead of Controlling, SSC Manila
Henkel Asia Pacific Service Centre
4:00 pm - 4:30 pm Enabling Continuous Improvement through Lean Six Sigma and a Customer-First MindsetReggie Pulumbarit, General Manager,3M Global Service Center, Philippines
4:30 pm - 5:00 pm Re-Engineering Processes And Systems To Achieve Process ExcellenceJean-Claude de Vera, Vice President, GBS,LafargeHolcim
· Improving your processes continuously through a performance-oriented culture
· Understanding and satisfying the needs of the internal customers
· Developing the skills and attitudes that can transform a service organization into a center of excellence