EMPOWERING SHARED SERVICES AS A STRATEGIC FORCE
Main Conference - SSOW ANZ - Day One - Tuesday 13th May 2025
SSOW ANZ 2025 WELCOME
8:00 am - 8:30 am
Registration and Morning Coffee
8:30 am - 8:40 am
SSOW Chair Remarks |
Melissa Guy -
Finance Strategy & Improvement Lead - Group Finance,
Woolworths
THE FUTURE OF GBS AND SHARED SERVICES IN ANZ
8:40 am - 9:05 am
From Transactional to Strategic: The Evolution of GBS
Praveen Sasidharan -
Chief Insurance Services Officer,
Allianz Services
Pratik Mukherjee - Head of Performance & Programs, Integrated Business Services, Team Global Express
- Transforming GBS into a strategic value driver.
- Integrating advanced analytics and insights into GBS decision-making.
- Building cross-functional GBS teams to support enterprise-wide innovation.
Pratik Mukherjee
Head of Performance & Programs, Integrated Business ServicesTeam Global Express
NEXT-GEN SHARED SERVICES: AI ENABLED AUTOMATION, SERVICE & DELIVERY
9:05 am - 9:30 am
The Ultimate Technology Discussion – AI and Automation Shaping the Future of Shared Services
Tim Johnson -
Head of Automation,
Suncorp Group
Abhi Kadian - Chief Process & Intelligent Automation Officer, Westpac
Yaseen Mubarak - Hyperautomation & Scaled Innovation, AstraZeneca
- How has the evolution of AI and automation over the past decades transformed shared services, and what’s next on the horizon?
- What lessons can we learn from 10 years of innovation to successfully implement cutting-edge AI and automation technologies?
- How do organisations strike the right balance between leveraging automation for efficiency and maintaining a human touch in service delivery?
9:30 am - 9:55 am
Industry Leading Innovation Case Study Hosted by Blackline
Sponsored by: BlackLine
9:55 am - 10:10 am
SSOW Connections – Meet Your Industry!
Engage in fast-paced, meaningful conversations with peers, experts, and industry leaders to expand your professional network and spark new ideas.
10:10 am - 10:35 am
Maintaining Operational performance During Major Organisational Transformation
Arturo Reitz -
Group Head of Corporate Services,
Asahi Beverages
- Maintaining operational performance during major organisational transformation.
- Managing the people side of change and ensuring business continuity.
- Leveraging transformation to optimise shared services for the future.
10:35 am - 11:00 am
Industry Leading Innovation Case Study Hosted by ProHance
11:00 am - 11:30 am
Morning Break and Industry Connection
Refuel and Connect! Enjoy a refreshing morning break while building valuable industry connections with fellow attendees and experts.
INTERACTIVE DISCUSSION GROUPS
11:30 am - 1:00 pm
INTERACTIVE DISCUSSION GROUPS - POWERING YOUR SSCS TRANSFORMATION, ACCELERATION AND DELIVERY
IDG A:
Hosted By Blackline
IDG B:
Mindset Shift - Unlocking Growth: From Process as a Roadblock to Process as Your Secret Weapon
Many teams resist process management, seeing it as bureaucratic rather than enabling. This session will explore how to reposition process thinking as a driver of efficiency, scalability, and innovation.
Thomas Kohlenbach, Principal Consultant, GBTEC
Greame Henley, Business Process Improvement Manager, Datacom NZ
IDG C:
Consolidate and Automate Credit Management
FSS teams face increasing demands, and automating accounts receivable can help. Learn how to transform business processes into automated workflows, consolidating onboarding, invoicing, and payment allocation. Discover the benefits of centralising account data, task management, and real-time reporting, helping your business do more with less, efficiently.
Hosted by Dion Appel, CEO & Managing Director, Opypro
IDG D:
AI- Enabled Automation in Shared Services
Explore how AI-driven automation is transforming shared services, enabling efficiencies, reducing errors, and streamlining repetitive tasks. Discussions will focus on implementing AI for maximum impact and navigating challenges like data management and workforce adaptation.
IDG E:
Redefining Service Experience Excellence
Redefine what “service excellence” means in shared services through insights on customer-centric approaches, end-user personalization, and innovative service models that enhance engagement, efficiency, and overall satisfaction in service delivery
IDG F:
Workforce Excellence
Delve into strategies for building a resilient, skilled, and engaged workforce in shared services. Discussions will cover workforce transformation, upskilling, talent retention, and the role of culture in driving performance and innovation
IDG G:
Data driven transformation
Understand the transformative potential of data and analytics within shared services. Discussions will focus on building a data-driven culture, leveraging insights for decision-making, and optimizing service delivery through predictive analytics and real-time data.
IDG H:
Outsourcing reimagined
Reconsider traditional outsourcing models and explore innovative approaches to partnerships that go beyond cost savings. Topics will include co-innovation, value-based outsourcing, and collaborative partnerships that drive strategic benefits.
Sponsored by: BlackLine
Sponsored by: GBTEC Software
1:00 pm - 2:00 pm
Lunch Break and Industry Connection
Refuel and Connect! Enjoy a refreshing morning break while building valuable industry connections with fellow attendees and experts.
TRACK SESSIONS
SHARED SERVICES EXECUTIVE BOARDROOM
2:00 pm - 2:30 pm International Boardroom Session & Q&A Shaping the Future of Shared Services Through Global Trends Praveen Sasidharan - Chief Insurance Services Officer, Allianz ServicesLisa Seary - Head of Shared Services, Boral
- Understanding global trends impacting shared services and GBS, including technological disruption, cost pressures, and regulatory changes.
- Identifying opportunities for shared services in Australasia to thrive in a competitive global landscape.
- Practical strategies to align international trends with local market needs
SHARED SERVICES EXECUTIVE BOARDROOM
2:30 pm - 3:00 pm Panel Discussion: Breaking Barriers: Solving the Top Challenges in Global Business Services and Shared Services Leadership Dean Robinson - Group General Manager, Business Services, Asahi BeveragesNeil Padley - Head of Finance Shared Services, Woolworths
Marcus Bayer - Commercia Assurance Manager, BP
- How can leaders effectively address increasing operational complexities, including multi-region compliance, technological disruptions, and workforce challenges, while maintaining scalability and efficiency?
- What strategies can leaders implement to position GBS and Shared Services as strategic enablers of business innovation and growth rather than just cost-reduction centres
- In the face of evolving workforce expectations and skills gaps, how can leaders attract, develop, and retain top talent while fostering a culture that embraces continuous improvement and transformation?
SHARED SERVICES EXECUTIVE BOARDROOM
3:00 pm - 3:30 pm Think Tank: Elevating Shared Services LeadershipThis interactive Think Tank brings together senior GBS and Shared Services leaders to reflect on key themes and insights from previous sessions on global trends and leadership challenges. Participants will collaboratively explore navigating operational complexity while driving strategic value and innovation. This session fosters peer learning and the development of actionable strategies based on shared experiences and reflections.
MAXIMIZING VALUE, MINIMIZING COSTS
2:00 pm - 2:30 pm Doing More with Less: Transforming Shared Services for Maximum Impact with Limited Budgets Jo Duncan - Head of Shared Services, Airservices Australia- Demonstrate Value: Showcase the tangible benefits of a streamlined shared services model by aligning outcomes with organisational goals.
- Innovate the Operating Model: Explore creative approaches to restructure the shared services model, driving real change even with a limited budget.
- Maximise Efficiency: Leverage existing resources and processes to improve operational performance with minimal additional investment.
- Repurpose Resources: Shift workforce roles and responsibilities to adapt to evolving needs, ensuring every resource contributes to strategic priorities.
- Empower Personal Development: Foster staff growth and upskilling to build a resilient, adaptable shared services workforce capable of meeting future demands.
MAXIMIZING VALUE, MINIMIZING COSTS
2:30 pm - 3:00 pm Anglishare – Starting Shared Services at Anglicare Vern Griffith - General Manager Shared Services, Anglicare- Developing the strategic direction and case for change at Anglicare
- Our 3-phase transformation: Stabilise, Digitise, Optimise
- Becoming a Certified Professional GBS Master with SSON/Inixia
MAXIMIZING VALUE, MINIMIZING COSTS
3:00 pm - 3:30 pm Driving Transformation: at Worley: Reinventing People Technology and Shared Services at a Global Scale Charles Gardiner - Senior Director, People Digital, Worley- Leading a global People Digital team overseeing technology, analytics, and data governance for 50,000 employees across 50 countries.
- Navigating a comprehensive transformation journey across Talent Acquisition, Onboarding, People Analytics, Reward, and Core HR.
- Leveraging people data governance to drive compliance, efficiency, and strategic workforce insights.
- Aligning people technology with business goals to enhance employee experience and operational effectiveness.
- Lessons learned and key takeaways from transforming with a shared services model in a complex, global organisation.
INDUSTRY DEMONSTRATION & CONNECTION
3:30 pm - 3:50 pm
Solutions Demonstration Drive
SSOW 2025 is all about making that critical connections that will help you transform, accelerate, and revolutionise your enterprise. During this session, you will get the chance to hear from solution providers during a short showcase of their innovative solutions that can form part and benefit your vision
3:50 pm - 4:10 pm
Afternoon Break and Industry Connection
Refuel and Connect! Enjoy a refreshing morning break while building valuable industry connections with fellow attendees and experts.
TRACK SESSIONS
SHARED SERVICES EXECUTIVE BOARDROOM
4:10 pm - 4:40 pm Transformation for Shared Services Leaders Q&A Chris Purdy - Vice President - Organisational Effectiveness & Strategy, Middle East, Africa, Asia Pacific, AccorAmanda Roser - General Manager Corporate Services, Guide Dogs Queensland
Erena McAllum - Shared Services, New Zealand Defence Force
- What are the most effective strategies for aligning shared services transformation initiatives with overall business objectives?
- How can leaders successfully navigate resistance to change and foster a culture of innovation within their teams?
- What technologies and digital tools are proving most impactful in driving efficiency and scalability in shared services operations?
- What metrics and KPIs should leaders focus on to measure the success and sustainability of transformation efforts?
- How can shared services leaders future-proof their operating models to remain agile and responsive to evolving market demands?
Chris Purdy
Vice President - Organisational Effectiveness & Strategy, Middle East, Africa, Asia PacificAccor
SHARED SERVICES EXECUTIVE BOARDROOM
4:40 pm - 5:10 pm Leadership Dialogue: Tech-Powered TransformationThis interactive dialogue brings together senior GBS and Shared Services leaders to focus on the role of impactful technologies in driving transformation. Building on themes from the Transformation for Shared Services Leaders session, participants will collaboratively explore: Leveraging impactful technologies to enhance efficiency, scalability, and innovation within shared services operations. The discussion will consider aligning technology with business objectives, navigating change, measuring success, and future-proofing operating models. This open forum fosters peer learning, and the development of actionable strategies based on shared experiences and reflections.
DRIVING GROWTH: INNOVATION & SCALE
4:10 pm - 4:40 pm Panel Discussion: Leveraging Data Analytics to Drive Efficiency in Shared Services Sharmini Krishnan - Head of PMI Business Solutions (Philippines), Philip Morris InternationalJames Mcloughlin - Manager, Shared Services ANZ, Ixom
- Streamlined Operations: Use predictive analytics to identify bottlenecks and optimize processes in real time.
- Informed Decision-Making: Harness data insights to guide strategic planning and improve resource allocation.
- Enhanced Service Delivery: Implement automation and data-driven solutions to boost accuracy and speed in shared services.
DRIVING GROWTH: INNOVATION & SCALE
4:40 pm - 5:10 pm Transforming Shared Services Organisations (SSO) into a Global Business Powerhouse Dr. Joseph Soalheira - Shared Services and Risk Management Specialist, QUT University- Demonstrating how a share services organisation model can transcend cost reduction, becoming a strategic lever through operational optimisation and business alignment.
- Designing and implementing a practical framework for transforming existing Shared Service Organisations (SSC/GBS) into a value-generating GBS organisation that adds competitive advantage to your company.
- Looking at the competitive advantage factors in your SSC/GBS that can influence senior management.
- Exploring how a well-designed GBS model can drive innovation, improve service delivery, and enable business growth, challenging the misconception of SSCs as mere cost centres.
IMPACT AWARDS & INDUSTRY CELEBRATION
5:10 pm - 7:00 pm
SSOW 2025 Awards Ceremony: SSOW Impact Awards Gala Cocktail Reception
Recognising excellent work and celebrating achievements is hugely important for the community. SSON’s Shared Services & Outsourcing Impact Awards is a globally recognised, annual industry awards ceremony, which honours and celebrates SSC and service delivery teams who have exceeded industry standards in their SSO initiatives. Tonight is the night we reveal who the winners are for this year and celebrate with them!
