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 Delivery Officer,
Allianz Services
Venkat Kumar - Director - Head, KONE Business Services, Asia Pacific, Middle East and Africa, Kone
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.
Venkat Kumar
Director - Head, KONE Business Services, Asia Pacific, Middle East and AfricaKone
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
Navigating the Complexity of Digital Transformation
Venkat Kumar -
Director - Head, KONE Business Services, Asia Pacific, Middle East and Africa,
Kone
- Tackling the multifaceted challenges of digital transformation, including integrating legacy systems with new technologies and managing data silos.
- Practical frameworks for prioritising digital initiatives that align with business objectives and deliver measurable outcomes.
- Strategies for fostering stakeholder buy-in, minimising resistance, and building a culture that embraces digital innovation.
Venkat Kumar
Director - Head, KONE Business Services, Asia Pacific, Middle East and AfricaKone
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
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
Michelle Hannan-Brown - Intelligent Automation Chapter Lead | Analytics & AI, Air New Zealand
- 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?
10:35 am - 11:00 am
Industry Leading Innovation Case Study Hosted by ProHance
Sponsored 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:
Hosted by GB Tec
IDG C:
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 D:
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 E:
Expansion of SSC Scope
Examine the evolving role of SSCs as they expand beyond traditional back-office functions. Participants will discuss how SSCs are taking on more strategic roles and adding value across various business areas, from finance to HR to IT.
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 Delivery Officer, Allianz Services- 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 Operating Model Transformation in Shared Services- Identifying the Need for Change: Explore the triggers and business imperatives driving the shift to new shared services operating models.
- Designing a Future-Ready Framework: Discuss strategies to structure shared services for agility, scalability, and innovation.
- Technology as an Enabler: Examine the role of digital tools, automation, and AI in transforming operating models.
- Navigating Change Management: Share best practices for managing cultural, organizational, and leadership shifts during transformation.
- Measuring Success and Sustaining Momentum: Learn how to track performance, ensure continuous improvement, and future-proof the operating model.
SHARED SERVICES EXECUTIVE BOARDROOM
3:00 pm - 3:30 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 Beverages- 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?
MAXIMIZING VALUE, MINIMIZING COSTS
2:00 pm - 2:30 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
2:30 pm - 3:00 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
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 implementing 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 ESG and the Australian Market – The Role of Shared Services Lisa Seary - Head of Shared Services, BoralUnderstanding the evolving ESG landscape and its implications for shared services in Australia.
Strategies to integrate ESG goals into the core operations of shared services and GBS.
Case studies on driving sustainability, compliance, and stakeholder engagement through shared services.
SHARED SERVICES EXECUTIVE BOARDROOM
4:40 pm - 5:10 pm Transformation for Shared Services Leaders Q&A Venkat Kumar - Director - Head, KONE Business Services, Asia Pacific, Middle East and Africa, Kone- 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?
Venkat Kumar
Director - Head, KONE Business Services, Asia Pacific, Middle East and AfricaKone
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 InternationalShakira Snowdon - Country Head, Philippines, Pepper Group Limited
- 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 Maintaining Operational performance During Major Organisational Transformation Arturo Reitz - Group Head of Corporate Services, Asahi Beverages
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!
