Main Conference Day One - Wednesday 15th May 2024


Morning Session

8:15 am - 8:45 am Registration and Morning Coffee

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Alexandra Craggs

CX Portfolio Director - Field Service Management
IQPC

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Melissa Guy

Finance Strategy & Improvement Lead
Woolworths Group

Shared Services organisations are under pressure to deliver value in new ways. This opening panel will identify new value levers to drive not just efficiencies but also alignment and growth. Our expert panel members will share their experiences and insights on what those levers are for their organisations and how they are turning up the dial on the value conversation.  

·        Driving an organisational mindset shift: How to turn the optics of shared services from the necessary evil cost play to a value enabler 

·        Delivering and sustaining value through process, automation and customer centricity 

·        Exploring new value levers beyond the conventional methods: what are the methods and frameworks? 

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Chris Purdy

Vice President - Organisational Effectiveness & Strategy, Middle East, Africa, A
Accor

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Dean Robinson

Group General Manager, Business Services
Asahi Beverages

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Pratik Mukherjee

Head of Performance & Programs
Team Global Express

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Charles Gardiner

Senior Director People Digital
Worley

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Melissa Guy

Finance Strategy & Improvement Lead
Woolworths Group

9:35 am - 10:05 am Industry Case Study | Mining for (XXXX) Gold: How Lion used process mining to unlock hidden value

Will Baldry - Intelligent Automation Leader, LION
Jack Basley - Account Director, Celonis



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Will Baldry

Intelligent Automation Leader
LION

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Jack Basley

Account Director
Celonis

10:05 am - 10:35 am The International Perspective | Visions for Redefining, Measuring & Delivering Value

Praveen Sasidharan - Chief Delivery Officer, Allianz Services

An SSON international star will take the stage in Melbourne to share their perspective, insight, advice on global trends, successes and failures in business services and how this will apply to the Australasian market. 

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Praveen Sasidharan

Chief Delivery Officer
Allianz Services

10:35 am - 11:05 am Industry Case Study | Improving Productivity in the Back Office/Hybrid Workforce with Real-Time Analytics

Vibhav Sharma - Country Head, Inspiro


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Vibhav Sharma

Country Head
Inspiro

11:05 am - 11:35 am Morning Break in the Innovation Hub

Enjoy a coffee and morning snack with a side of lively Shared Services conversations with your peers! 

11:35 am - 1:10 pm Interactive Discussion Groups – Solve your Business Service Challenge

Your Challenges Solved!

During this part of the event, attendees attend their pre-selected interactive discussions. Delegates can select 3 challenge discussions from a choice of 10, each lasting 30 minutes. Discussion groups are hosted by experts and kept intimate to allow all attendees the opportunity to discuss their most pressing questions in an informal yet constructive approach to problem solving.









11:35 am - 1:05 pm IDG A | Building operational resilience through business team engagement

Thomas Kohlenbach - Senior Product Specialist, Nintex




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Thomas Kohlenbach

Senior Product Specialist
Nintex

11:35 am - 1:05 pm IDG B | Driving Operational Excellence Through Process Orchestration and Intelligent Automation

Darren Cockerell - Head of Solutions Consulting ANZ, SS&C Blue Prism




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Darren Cockerell

Head of Solutions Consulting ANZ
SS&C Blue Prism

11:35 am - 1:05 pm IDG C | Reinventing BPO and Shared Services with Emerging Technology

Shannon Karaka - Country Leader A/NZ, Deel
Bevan Stephenson - Strategic Partnerships Manager, Deel




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Shannon Karaka

Country Leader A/NZ
Deel

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Bevan Stephenson

Strategic Partnerships Manager
Deel

11:35 am - 1:05 pm IDG D | How to Maintain Financial Control in a World with AI-Enabled Cybercrime

Brooke Levay - Business Development Manager, Eftsure
Michael Galanos - Business Development Director, Eftsure




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Brooke Levay

Business Development Manager
Eftsure

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Michael Galanos

Business Development Director
Eftsure

11:35 am - 1:05 pm IDG E | Delivering Agility and Flexibility Across your Shared Services Centre

Shakira Snowdon - Country Head: Philippines, Pepper Money


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Shakira Snowdon

Country Head: Philippines
Pepper Money

11:35 am - 1:05 pm IDG F | Empowering Employees – Tools and Tactics to Boost Engagement and Retention

Dr Kym Davis - Projects & Programs Specialist, Smart Precinct NQ


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Dr Kym Davis

Projects & Programs Specialist
Smart Precinct NQ

1:20 pm - 2:20 pm Lunch Break

Enjoy lunch with a side of lively Shared Services transformation conversation with your peers! 

Track Sessions

Maturity Based Track: Maturing

2:20 pm - 2:50 pm Focus Case Study | Leading Change Effectively to Maximise Capacity in Shared Services
Jo Duncan - Group Head of Finance Shared Services, St Vincents Health Australia


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Jo Duncan

Group Head of Finance Shared Services
St Vincents Health Australia

Join this panel to hear differing approaches in modernising operating models, expanding and leading impactful transformation to adopt automation and AI.  

·        Expand the value proposition through digital transformation 

·        Implementing automation and modern AI solution to replace obsolete OCR solutions 

·        What does the future look like beyond core shared services functions?  

·        Sharing key lessons learned and best practices in the key success factors 

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Janelle Annis-Brown

Director Shared Services Corporate Operations
Life Without Barriers

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Nicole Hoffmann

Shared Services Manager
I-MED Radiology

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Sian Hicks

Director: Division of Shared Services
The Australian National University

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Alexandra Craggs

CX Portfolio Director - Field Service Management
IQPC

Maturity Based Track: Advanced

2:20 pm - 2:50 pm Focus Case Study | Moving up the Value Chain through Services Expansion and Customer Centricity
Christina Halpin - Group General Manager – Finance Services, Downer Group


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Christina Halpin

Group General Manager – Finance Services
Downer Group

·        Developing digital-led multi-functional global business services  

·        Maturing towards GBS 2.0 by focusing on customer centricity, employee experience and digital experience 

·        Taking a strategic role in leading functional transformation in finance, HR and other key areas 

·        Building the GBS value cases in all key functions and expansion 

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Melissa Hankinson

Director Experience & Improvement
University of Canberra

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Pratik Mukherjee

Head of Performance & Programs
Team Global Express

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Rachel Anderson

Head of Business Connect (Shared Services)
Sydney Water

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Melissa Guy

Finance Strategy & Improvement Lead
Woolworths Group

Afternoon Sessions

3:30 pm - 3:45 pm Solutions Demonstration Drive

3:45 pm - 4:00 pm Afternoon Refresh

Enjoy a coffee and an afternoon snack with a side of lively Shared Services transformation conversation with your peers! 

Many organisations have introduced automation and intelligent tools. Yet the next step is to have an integrated approach to combine the powers of these technological tools to drive greater business value, in addition to layer in AI. This panel will debate a framework for doing this and explain how the approach can deliver maximum value. 

·        The importance of strong governance and how to build that from the get-go 

·        Mapping out organisational end-to-end process to define the landscape and establish process ownership 

·        Leveraging automation to drive efficiency 

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Kane Paekau

General Manager Shared Services
Fulton Hogan

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Rebecca Duffy

Director Customer & Service Excellence
Transport for NSW

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Samantha Banfield

Director of Change and Technology
Ashurst

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Melissa Guy

Finance Strategy & Improvement Lead
Woolworths Group

4:40 pm - 5:10 pm Focus Case Study | Using RPA as a Springboard to AI

Will Baldry - Intelligent Automation Leader, LION

At LION, the team is moving from standard RPA to intelligent automations, and using a variety of technologies including machine learning, large language models and generative AI to deliver real AI use cases across the business.

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Will Baldry

Intelligent Automation Leader
LION

5:10 pm - 5:40 pm Panel Discussion | Driving Business Efficiency and Process Transformation with AI & Automation

Jo Duncan - Group Head of Finance Shared Services, St Vincents Health Australia
Melissa Guy - Finance Strategy & Improvement Lead, Woolworths Group

·        From legacy to digital: how systems can be transformed for real results

·        Identifying where AI and automated powered transformation will create the best results

·        Understanding the impact of automated processes on employees and the broader business

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Jo Duncan

Group Head of Finance Shared Services
St Vincents Health Australia

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Melissa Guy

Finance Strategy & Improvement Lead
Woolworths Group

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Melissa Guy

Finance Strategy & Improvement Lead
Woolworths Group

5:45 pm - 7:30 pm SSOW IMPACT AWARDS AND INDUSTRY CELEBRATION

Recognising excellent work and celebrating achievements is hugely important for the community, especially at a time like this. SSON’s Shared Services & Outsourcing Impact are globally recognised, industry awards ceremony, which honours and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives. Tonight is the night we reveal who the winners are for this year and celebrate during a drinks reception with them!