Understand the future of your industry and benchmark your place within it
Day Two - 13 January 2021
8:00 am - 8:45 am
EST
Bayer Case Study: Driving Great Customer Experience In The Age Of Digital Services
Damian von Wenczowsky -
Global Transformation Lead,
Bayer
In the last 2 year’s Bayer have undertaken a mammoth project; shifting their O2C processes to an internal shared service centre. Their aim was not only to enhance process efficiency and save costs, but ultimately to drive great customer experience for both internal and external customers. However this wasn’t without it’s challenges. In this session, Global Transformation Lead, Damian Von Wenczowsky, talks through the project focusing on:
• Establishing a global process and IT Platform suitable to run those complex transformations
• Scope definition and implementation timeline
• Key challenges:
- Collaboration during project execution especially in “remote mode”
- Shared Service Centre’s Capabilities
• Key lessons learned
9:00 am - 9:45 am
EST
Gig, Remote, Digital & Highly Skilled: The Big Talent Conversation
Marcus Millership -
Director of People Services & Solutions,
Rolls-Royce
Teresa Michelena - Director Global Business Services Center HR, Europe, Mastercard
Samir Bagri - GBS Expert, ADM
Despite the rise of automation in the last 5 years, humans have become no less important to the success of shared services. Therefore the future of shared services is inevitably wrapped up in the future of talent. Shifting from packed, call-center type environments to remote and digitally enabled skilled workers is the future, and it’s vital we learn from those who’ve already transformed. In this session we discuss:
· What is the future of work for shared services?
· Hiring, onboarding and planning for remote talent
· What skills are required for shared services of the future?
· The growth of GIG workers and understanding if they fit to your workforce model
10:00 am - 10:45 am
EST
Benchmarking as the Foundation for Effective Continuous Improvement
Naomi Secor -
Global Managing Director,
Shared Services & Outsourcing Network (SSON)
According to SSON's most recent survey, process design and continuous improvement are the two leading capabilities for the year ahead. Knowing how your SSO/GBS is performing against other centers - by industry and location - is key to identifying opportunities for improvement.
SSON Analytics recently surveyed our global members to update 120 core metrics. This new data is now available to subscribe at your fingertips.
During this session, attendees will hear highlights from SSON's 2021 State of the Industry Report with a focus on end-to-end processes and supporting technology adoption. They will also participate in a benchmarking exercise to find out firsthand how their SSOs are performing as they enter 2021 - and where their gaps are.
11:00 am - 11:45 am
EST
How to Double the Business Value Generated by Global Business Services
Caroline Basyn -
SVP, Information Business Services,
Mondelēz International
Tony Saldanha - CEO, Inixia
Join two of the most accomplished GBS Leaders in a fireside chat and learn how to double the business value delivered by GBS via a professional methodology.
Topics for discussion:
- Why is there a big difference in outcomes in some organizations vs. others?
- How to make a case for moving work to GBS?
- Why is there such a variety of definitions on what "GBS work" is and how to educate business leaders?
- How to develop "business" skills within GBS?
Following the discussion, attendees will learn about two online Professional GBS Certification Programs offered by SSON.
