CONFERENCE DAY 1

8:20 AM - 8:50 AM REGISTRATION & COFFEE

8:50 AM - 9:00 AM Opening Remarks from the Chairperson

9:00 AM - 9:30 AM State of the Philippines’ Shared Services Industry Address

The SSO market in 2017 is subject to many external and global factors. From a political stance; local and global regulatory pressures are causing many firms to re-think their strategy. Furthermore, Philippines’s geographical landscape is susceptible to natural disasters where it means increased business risks, threatening business sustainability and continuity. Meanwhile, widespread adoption of automation, combined with rising costs in traditional locations and a move to knowledge-based services has resulted in many enterprises exploring alternative business models and even re-patriating their offshore centres. Join our keynote address to understand and stay prepared for the developments and potential impact of external forces on your organization.

· Current state and where are we headed in terms of growth trends?
· How can we collaboratively achieve this goal through effective public-private partnerships?
· The rise of ‘New Wave Cities’ as a viable option to reduce concentration risk for setting up new shared service centres
· Benchmarking our SSCs performance with regional counterparts: How do we compare in terms of cost, efficiency and what can we learn?

Darwin John Moises

Head, Global Services Operations (GSO)
Lexmark R&D Corp., Inc.

Karen Batungbacal

Chairperson, GICC and Executive General Manager
QBE

Emmanuel Mazeaud

Head of APAC Business & IT Services Centre
LafargeHolcim Group

Heiko Nitsche

CEO
Mercedes-Benz Group Services Philippines

Rey Untal

President and CEO
IBPAP

10:30 AM - 10:45 AM Speed Networking

10:45 AM - 11:20 AM MORNING TEA AND COFFEE BREAK

11:20 AM - 11:50 AM Best Practices in Maximizing the Value of Global In-House Centers: The Baker McKenzie Journey

Gabriel Pardo, Executive Director, Baker & Mckenzie Manila Global Services, Inc.
Global In-House Centers (GICs) are ideally positioned to increase the value they bring to their organization. They are internal, they share the same culture and the same values. They have visibility of end-to-end processes and have access to troves of data from which great value can be realized. This session will walk you through the Baker McKenzie journey thus far, and how they have become a higher value business partner for Baker McKenzie.

Gabriel Pardo

Executive Director
Baker & Mckenzie Manila Global Services, Inc.

11:50 AM - 12:00 PM INTERACTIVE BENCHMARKING

Find out where you stand amongst your peers with polling via SSON’s app!

12:00 PM - 12:30 PM Developing a Culture of Problem Solvers at the 3M Global Service Center

Reggie Pulumbarit, General Manager, 3M Global Service Center, Philippines
  • Analysing the 3M Business Transformation Roadmap and the role of the GSC
  • Continuous Improvement in 3M (Lean Management System)
  • Highlighting 3M’s Journey to becoming a world class GSC

Reggie Pulumbarit

General Manager
3M Global Service Center, Philippines

12:30 PM - 1:30 PM LUNCH AND NETWORKING BREAK

AFTERNOON TRACKS BEGIN

PLANNING AND SETTING UP YOUR SSC

1:30 PM - 2:00 PM Process Centralisation & Standardisation to Drive Business Performance: How Did We Do It?

Teejay Gonzales, HR transformation Director, Coca-Cola
· Developing a process standardisation roadmap
· Effective communication of targets with internal stakeholders
· Designing your system to cater to current processes
· Key performance measures to set up and define SLAs
· Effectively detecting and correcting variation of practices at early stages to ensure proper governance and standardisation is being implemented across operating units

Teejay Gonzales

HR transformation Director
Coca-Cola

PLANNING AND SETTING UP YOUR SSC

2:00 PM - 2:30 PM Rethinking and Restructuring Your HR Function in the Digital Age of Shared Services

Pratap G, Senior Director Human Resources, Maersk Global Services
This session will provide a provocative approach to new and coming-of-age SSCs in rethinking and restructuring the way HR works in the current digital age. With 30-40% jobs potentially disrupted in the advent of increasing uptake of sophisticated HR technology, RPA, machine learning and AI, how can we strategically ensure the role of HR in delivering value back to the business?

Pratap G

Senior Director Human Resources
Maersk Global Services

PLANNING AND SETTING UP YOUR SSC

2:30 PM - 3:00 PM Beginning your Shared Services Journey: The Lufthansa Experience – What to Know and What to Avoid?

Sharmini Krishnan, Managing Director, Lufthansa Services Philippines
· A quick summary of our journey thus far: Setting up the SSC in unprecedented time, success stories and lessons learnt
· Defining goals: What are we trying to achieve from a global standpoint?
· Defining your mid and long term strategy roadmap of planning and launching a global shared services
· Reviewing the impact of RPA on our workforce and emphasizing the importance of up skilling your employees

Sharmini Krishnan

Managing Director
Lufthansa Services Philippines

ACCELERATING UP THE MATURITY CURVE

1:30 PM - 2:00 PM Accelerating Change and Transformation at QBE: Going from 0-2000 Headcount in 24 Months

Subra Ramakrishnan, SVP Strategy and Transformation, QBE
This session will highlight QBE’s SS journey and how they went from 0-2000 headcount in 24 months. In addition, while this rapid set up and implementation is an impressive achievement, the session will also examine the current challenges faced and the transformative strategy to continue to accelerate up the maturity curve.

Subra Ramakrishnan

SVP Strategy and Transformation
QBE

ACCELERATING UP THE MATURITY CURVE

2:00 PM - 2:30 PM Accelerating Digital Transformation at Your Global In-House Center to Stay Ahead

Leodel Llagas, PMP, Head of Technology, Financial Times
  • Understanding goals and objectives of digital transformation
  • Assessing current systems and establishing new frameworks
  • Engaging employees in the digital transformation
  • Monitoring progress and measuring success​

Leodel Llagas, PMP

Head of Technology
Financial Times

ACCELERATING UP THE MATURITY CURVE

2:30 PM - 3:00 PM Transitioning to an Integrated Business Service in Record Time: The Johnson & Johnson Case Study

· Transitioning from hybrid model to an integrated approach in less than 24 months, achieving massive cost savings in the process
· Highlighting the importance of having a strong governance and standardized approach as cornerstone for successful transformation
· Analysing how J&J leveraged their strong infrastructure and technology in reaching their objectives
· Evaluating the key lessons learnt from the J&J journey

ROBOTIC AND INTELLIGENT AUTOMATION

1:30 PM - 2:00 PM Utilizing RPA to Achieve Efficiency and Transition to an Integrated Business Service

Robbie Sia, Manager HR Shared Services Asia, Philip Morris International
This session provides an insightful and practical case study of how RPA initiatives is not only achieve greater efficiency and reduce costs in specific functions, but also help their business facilitate the transition towards becoming an integrated business service.

· Analysing the rationale behind RPA programmes- Linking this to the overarching business strategy of a smokeless future
· Deep diving into the selection process, evaluating proof of concept, and creating measurable and specific targets
· Ensuring organisational readiness for RPA-Preparing and upskilling your workforce to take on the business’ transformational work
· Reviewing lessons learnt in conceptualization, and implementation thus far

Robbie Sia

Manager HR Shared Services Asia
Philip Morris International

ROBOTIC AND INTELLIGENT AUTOMATION

2:00 PM - 2:30 PM RPA Transformation Journey: Where We Have Been & Where Are We Headed?

Umesh NV, Senior Director, Global Business Services, Dell Tilak Banerjee, Director, Global Business Services, Dell Technologies
· Transforming your business through RPA
· Setting the right governance for RPA, pre and post implementation
· What changes are we seeing in the organisation following RPA deployment and our key lessons learnt?
· Upcoming and future trends for RPA

Umesh NV

Senior Director, Global Business Services
Dell

Tilak Banerjee

Director, Global Business Services
Dell Technologies

ROBOTIC AND INTELLIGENT AUTOMATION

2:30 PM - 3:00 PM RPA Journey: Humanizing the Robot

Steve Harris, Managing Director,, ANZ Philippines Hub
· Going beyond cost and scaling milestones from concept to rollout
· Defining a digital policy to humanize the robot – KPI ownership, quality, identity
· Key lessons from the digital workforce: foundation for building an industrialized robotic development ecosystem

Steve Harris

Managing Director,
ANZ Philippines Hub

3:00 PM - 3:30 PM AFTERNOON TEA BREAK AND NETWORKING

3:30 PM - 4:00 PM Developing Your Operational Risk Management Strategies for Long Term Business Continuity

Jose Maria Paolo S. Valdez, Senior IT Manager, Global Business Services, P&G
· Identification, assessment, and prioritisation of risks
· Effective allocation of resources to minimize, monitor, and control the probability and impact of unfortunate events
· Key metrics for risk quantification
· Follow-up action and control

Jose Maria Paolo S. Valdez

Senior IT Manager, Global Business Services
P&G

4:00 PM - 4:15 PM Interactive Benchmarking

· Measuring the impact that RPA has on current workforce capabilities and the need to up-skill employees
· Envisioning the future of work in your shared service centre: Identifying gaps in employees’ capabilities and devising effective training programs
· Redesigning job functions transitioning employees to focus on value-adding activities in line with latest technology adoptions
· How can we benchmark and measure success?

Arlene Tolentino-Calangi

Global Service Delivery Director, GBS
AMEC Foster Wheeler

Sookie Chiongbian

Head of Human Resources
3M Global Service Center Philippines

4:45 PM - 5:00 PM Closing remarks

CLOSE OF CONFERENCE DAY 1