CONFERENCE DAY 2

8:20 AM - 9:00 AM MORNING REFRESHMENT AND REGISTRATION

9:00 AM - 9:15 AM Opening Remarks from the Chairperson

· Understanding where we are with RPA and what are the limitations of RPA for shared service centres
· Critical lessons learnt in implementing RPA-practical examples and key takeaways
· Transitioning from RPA towards machine learning and intelligent automation - How far away are we from this?

Tilak Banerjee

Director, Global Business Services
Dell Technologies

Robbie Sia

Manager HR Shared Services Asia
Philip Morris International

Steve Harris

Managing Director,
ANZ Philippines Hub

10:00 AM - 10:30 AM Driving Business Value through Integrated System, Process Simplification, Standardisation & Automation to Achieve World-Class Service Delivery

Khurram Shahzad, General Manager, British American Service Centre Asia Pacifi c
This session will showcase how BAT extracted value from processes by implementing one integrated system for 27 markets in APAC and 180+ markets globally to increase productivity efficiency by 40% within a year.
· Balancing risk and control when implementing global process standardization
· Driving process efficiency with technology, revisiting applications in e-invoicing, auto reconciliation, auto posting, OCR and auto cash application
· Building up a world-class SSC via robust RACI matrix, visibility of KPIs, regular target measurement and performance review

Khurram Shahzad

General Manager
British American Service Centre Asia Pacifi c

10:30 AM - 11:00 AM MORNING TEA BREAK AND NETWORKING

Some say it’s little different to a SSC model, others say that it has bought them significant, tangible benefits. But would a GBS model work for your organization? And if you’ve already taken that leap, do you have a clear plan on how to progress further? This session draws input from some of the most experienced and innovative GBS models around, and tries to understand what makes them great. Hear lessons on:
· Transitioning from a SSC to GBS
· Creating in-depth business insights
· Creating cross-functional management and new accountability lines
· Ensuring and maintaining executive sponsorship for your GBS project

Jessica Shields

Site Lead
Panalpina Global Business Service Center (GBS) Philippines

Emmanuel Mazeaud

Head of APAC Business & IT Services Centre
LafargeHolcim Group

Arlene Tolentino-Calangi

Global Service Delivery Director, GBS
AMEC Foster Wheeler

11:40 AM - 12:10 PM Change Leadership: Unleashing Your Human Capital Assets & Building Internal Transformation Capabilities

Sarab Preet Singh, Country Human Resources Officer , Philippines, Citi
· Keeping pace with the dynamic business environment and complexity of your strategic implementation
· What can you do to unleash the potential of your people to follow your strategy?
· Unleashing the strategic value and potential benefits in organizational transformation

Sarab Preet Singh

Country Human Resources Officer
Philippines, Citi

8:00 AM - 9:00 AM LUNCH AND NETWORKING BREAK

AFTERNOON TRACKS BEGIN

FINANCE TRACK

1:10 PM - 1:40 PM Achieving Finance Process Excellence through Enabling Technologies

Robert Love, Director, Finance Shared Services, Schneider Electric , , , , Robert Love, Director, Finance Shared Services, Schneider Electric
· Enabling better data collection for insights into process performance, cost drivers and potential risks
· Integrating technology with process and people through change management
· What’s next for finance technologies?
· Lessons learnt from implementation and roll-out

Robert Love

Director, Finance Shared Services
Schneider Electric

Robert Love

Director, Finance Shared Services
Schneider Electric

FINANCE TRACK

1:40 PM - 2:10 PM Enhancing Business Partnering in Finance Function Through Data Analytics

Susan Marrero, Senior Vice President & Data Leader – Asia, Marsh Philippines
· Assigning ownership and understanding the role of data analytics
· Utilizing data to tell the story on areas to improve efficiency
· Managing the paradigm shift and advancing data utilization agendas
· How can we stay relevant with data analytics?

Susan Marrero

Senior Vice President & Data Leader – Asia
Marsh Philippines

FINANCE TRACK

2:10 PM - 2:40 PM Unilever’s 3-Tier Process Transformation Journey to Streamline Record-ToReport Processes & Achieve Cost Savings

· What is the rationale behind the 3-tier model and its integration with a variable costing model?
· Outsourcing benchmark and criteria to determine a task’s volume and complexity
· Redesigning a new set of performance metrics on what you should be focusing on

· Using technology and data to uncover process inefficiencies
· In a multitude of offerings, which tech is truly transforming HR?
· Getting buy-in for your technology transformation
· HR Portals, Case Management, Electronic Document Management and RPA, how can these technologies possibly work together?
· Enhancing user experience to drive employee tech adoption

Hiyasmin Mattison

Chief Human Resources O cer,
Sun Life of Canada (Philippines) Inc

Teejay Gonzales

HR transformation Director
Coca-Cola

HR TRACK

1:40 PM - 2:10 PM Transiting to a Rating-Free Performance Development for a More Responsive and Engaged Workforce

Gerry Panganiban, Process & Project Manager, Management Services Group, Baker McKenzie Manila Global Services, Inc.
No more rating, ranking, bell curve. Instead, learn how they are now focusing on real-time feedback and coaching to develop performance. This has helped them upskill and retool managers and employees in doing more agile work to match the increasingly complex requirements of their businesses today.

· Baker & McKenzie’s performance development philosophies
· What are the key KPIs and measurements used
· Channels to receive and provide feedback for continuous improvement
· Training and certifications for employees
· Success stories with employee empowerment

Gerry Panganiban

Process & Project Manager, Management Services Group
Baker McKenzie Manila Global Services, Inc.

HR TRACK

8:00 AM - 8:30 AM Winning Strategies to Retain Your Most Important Asset: How 3M is Leveraging Diversity & Inclusion to Build a more Engaged Workforce and Drive Growth

Sookie Chiongbian, Head of Human Resources, 3M Global Service Center Philippines
· Empowering individual development – global competency models, development plans & leadership way
· Enhancing work-life experience – healthy living, FlexAbility, peer mentoring
· Energizing our global culture – global Women’s Leadership Forum, I’m In Campaign, building stronger communities through volunteers

Sookie Chiongbian

Head of Human Resources
3M Global Service Center Philippines

2:40 PM - 3:10 PM AFTERNOON TEA BREAK AND NETWORKING

Interactive Discussion Groups (IDGs) - 3 Rotations @ 40 Minutes Each

During this part of the summit, delegates will get the opportunity to participate in two 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.


ROUNDTABLE A:

3:10 PM - 3:50 PM ROUNDTABLE A: Fast Track Your RPA Operationalization & Implementation

· Collaborating with IT on architecture, security and change management
· Communication planning and stakeholder management
· Organisational re-design
· Skill-sets needed

ROUNDTABLE A:

3:50 PM - 4:30 PM ROUNDTABLE D: Winning Over Local Talents: E±ectively Attracting and Retaining SSC Talents

Maricor Go-Brozo, Chief Financial Officer, ING Business Shared Services (IBSS) B.V. Manila
The war for talent in Philippines is an increasing battle over the years with a huge disproportion in supply for demand. This has been further enlarged with the new K-12 curriculum which further hinders the supply of graduates right here and now. This discussion will help identify what are the best practices to successfully recruit and more importantly, retain your best local talents.

Maricor Go-Brozo

Chief Financial Officer
ING Business Shared Services (IBSS) B.V. Manila

ROUNDTABLE A:

4:30 PM - 5:10 PM ROUNDTABLE G: Customer Experience Management: NPS, KPIs and SLAs

Arlene Tolentino-Calangi, Global Service Delivery Director, GBS, AMEC Foster Wheeler
· Implementing NPS: Best practice and results
· Taking action on the results of your customer surveys: How can they change the way your GBS is working?
· Internal and reverse SLA’s: Helping your customer help you

Arlene Tolentino-Calangi

Global Service Delivery Director, GBS
AMEC Foster Wheeler

3:10 PM - 3:50 PM ROUNDTABLE B: Successful Leadership: The Ultimate Guide to Change Management

Sharron Ravalo, Head of Global Shared Services, Johnson and Johnson
· Transparency and communication to lead the way through a complex transformation
· Getting the buy-in of your staff and keeping it
· Aligning all departments with your vision
· Harmonising policies, processes and culture

Sharron Ravalo

Head of Global Shared Services
Johnson and Johnson

3:50 PM - 4:30 PM ROUNDTABLE E: Extracting Value from Big Data to Improve Operational Performance

Most SSCs are now looking at ways to move up the value chain in providing strategic insights to clients through their business operations. Leveraging data analytics would definitely be one way to achieve this session will explore best areas and methods in applying data analytics.

4:30 PM - 5:10 PM ROUNDTABLE H: Understanding the Mindset of Your Millennial Employees to E±ectively Manage Them

Jessica Shields, Site Lead, Panalpina Global Business Service Center (GBS) Philippines
· Individuality against the reductionist mentality: Removing the broad-brush approach
· Empowering millennials: Engagement through sharing responsibility
· Supporting work-life balance
· Giving feedback in the right way

Jessica Shields

Site Lead
Panalpina Global Business Service Center (GBS) Philippines

3:10 PM - 3:50 PM ROUNDTABLE C: Artificial Intelligence and Shared Services

· How is AI being implemented in SSCs today?
· From RPA to AI and cognitive platforms, what does the maturity road-map look like?
· How will your workforce be reinvented by AI?
· Identifying pitfalls and opportunities for AI in the SSC

3:50 PM - 4:30 PM ROUNDTABLE F: Key Tips for Managing Remote Employees

Globalisation and expansion of SSO means that it is 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

4:30 PM - 5:10 PM ROUNDTABLE I: Overcoming Challenges Within Standardization and Centralization

Emmanuel Mazeaud, Head of APAC Business & IT Services Centre, LafargeHolcim Group
· Establishing best practice when it comes to standardizing your processes: How do you achieve increased productivity and accuracy?
· What’s the best way to prepare your business for process migration?
· Getting your processes ready for automation

Emmanuel Mazeaud

Head of APAC Business & IT Services Centre
LafargeHolcim Group
Elevating the CX Journey in Your SSC
·         Developing the customer centric culture throughout the shared services organization
·         Cultivating the idea of “innovation” for continuous improvement in your service delivery
·         Soliciting and acting on customer feedback
·         Designing branding, a customer board and service recovery

4:40 PM - 5:10 PM Elevating the CX Journey in Your SSC

Sharron Ravalo, Head of Global Shared Services, Johnson and Johnson
  • Developing the customer centric culture throughout the shared services organization
  • Cultivating the idea of “innovation” for continuous improvement in your service delivery
  • Soliciting and acting on customer feedback
  • Designing branding, a customer board and service recovery

Sharron Ravalo

Head of Global Shared Services
Johnson and Johnson

5:10 PM - 5:20 PM Closing remarks from Chairperson

CLOSE OF CONFERENCE