India's Leading Shared Services & GCC Summit
Main Conference Day Two – Thursday, 24 April 2025
Hear from our exciting lineup of industry experts and thought leaders on Day 2 of our conference.
The Future of India’s GCC & GBS
8:30 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 8:55 am
Welcoming & Opening Greeting by SSOW India
8:55 am - 9:00 am
Opening Remarks from Chairperson
Rajeev Mall -
Vice President - Mondelēz Digital Services,
Mondelēz International
9:00 am - 9:40 am
Panel Discussion - GBS Leadership in a Digital-First Era: Shaping Decisions for Disruption
Chris Gunning -
Enablement Leader Global Finance Operations,
NIQ
Deshant Kaila - Head of Global Business Services (GBS) Operations, McDonald's
Dr. Mahesh Balaji - Head of Innovation - GBS, adidas
Vipin Radhakrishnan - Vice President, Global Transformation & Digital Solutions, bp
• Spearheading transformative initiatives to boost the value delivery
• Uncovering innovative approaches to enable rapid and well-informed decisions in an ever-changing business environment
• Reimagining roles, leveraging data-driven insights, and fostering collaboration to drive strategic outcomes and the next line of GBS and GCC leaders
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:50 am
Panel Discussion GCC Future Locations: Impacts of the Next Shuffle and the Future State of Business within India
As organisations increasingly look at Tier-2 and Tier-3 cities - which come with cost savings, better quality of life and government provided incentives and support – the role of location in the GCC model becomes increasingly vital. This integral component is not only under constant scrutiny but is subject to ongoing changes that shape the strategies of leading organisations.
• Exploring strategic positioning for cost, quality, and risk, while also gaining access to the latest skillsets crucial for success
• Navigating the decision-making process for optimal service delivery locations and gain insights into the considerations that lead organisations to select locations
• Examining the different delivery models from captive to third party and understanding the value proposition attached with each
10:50 am - 11:10 am
Speed Networking Session
Join us in this Speed Networking Session where you will be able to meet other participants at the Conference! During this session, you will have the opportunity to engage with several leaders in a short amount of time and exchange business cards to take the conversation beyond the Conference.
11:10 am - 11:40 am
Morning Tea and Networking Break
Take a break and use this time to network with your fellow industry peers at our Exhibition Hall!
Interactive Discussion Groups
PLANNING & LAUNCHING
11:40 am - 1:20 pm Your First 100 Days: What are your KPIs for building a GCC Navneet Bansal - CEO - GCC, JSW
PLANNING & LAUNCHING
11:40 am - 1:20 pm Leap Frogging the SSO Maturity Curve Vijayata Nath - VP - Global Shared Services, GBSolutions+, Ecolab
PLANNING & LAUNCHING
11:40 am - 1:20 pm Investing in the Right Talent to Grow your GCC Vandana Nirmal Sheth - Senior Director Global HR Delivery Centre, HR Transformation, HARMAN International
Vandana Nirmal Sheth
Senior Director Global HR Delivery Centre, HR TransformationHARMAN International
PLANNING & LAUNCHING
11:40 am - 1:20 pm Making the Most Difficult Decisions from the Beginning: Location, Process & TechnologyMID MATURITY
11:40 am - 1:20 pm Moving Away from Cost Arbitrage to Value ArbitrageMID MATURITY
11:40 am - 1:20 pm Mastering the Challenge to become a Global Standardized Hub Amar Shah - Vice President – Global Process, Strategy and Digital, DiageoMID MATURITY
11:40 am - 1:20 pm Navigating the Indian Regulatory LandscapeMID MATURITY
11:40 am - 1:20 pm Establishing Robust Data and Analytics CapabilitiesTHE NEXT EVOLUTION CURVE
11:40 am - 1:20 pm Powering GBS as a Revenue-Generation HubTHE NEXT EVOLUTION CURVE
11:40 am - 1:20 pm Integrating Generative AI within your CentreTHE NEXT EVOLUTION CURVE
11:40 am - 1:20 pm Building Synergies between Employee Experience and Customer Experience Anu Daga - Global VP HR - Global Shared Services (GSC), DGFF, DHL
THE NEXT EVOLUTION CURVE
11:40 am - 1:20 pm How can GBS Take on ESG (Environmental, Societal and Governance) and Sustainability? Rahul Rai - Managing Director, T.E.N Global Business Services
During this part of SSOW India, attendees will be sorted into groups of 15-20 to take part in Interactive Discussions around the topics below. Delegates will get the opportunity to select two topics and will rotate between their choices every 50 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.
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1:20 pm - 2:20 pm
Lunch & Networking Break
The Generative AI Impact
2:20 pm - 3:00 pm
Panel Discussion - Beyond Proof of Concepts: Integrating Generative AI into your Centre as an Accelerator of Transformation
Abhishek Sarkar -
Director – AI, Automation & Enterprise Platforms – Products and Capabilities,
Eli Lilly and Company
How does Generative AI integrate into the GCC and GBS? We gather technology leaders to discuss how to unlock the potential of Generative AI to drive strategic decision making and business insights.
• Establishing practical guidelines and governance to roll out Generative AI applications
• Overcoming the system biases and learning how to scale
• Sharing of use cases on actual Generative AI outputs and lessons learnt
Abhishek Sarkar
Director – AI, Automation & Enterprise Platforms – Products and CapabilitiesEli Lilly and Company
3:00 pm - 3:30 pm
Deploying Siemens’ Bionic Agent Enhanced With Gen AI to Drive Customer Excellence
Naveen Mohan -
GBS Head - Asia-Pacific,
Siemens Technology and Services Pvt. Ltd.
Siemens GBS deals with more than seven million customer service tickets every year, at 5 minutes per request, this translates into a huge number of hours spent on manual ticket handling. In order to streamline this, Siemens GBS created the Bionic Agent, a Generative AI enhanced, fully cloud-based SaaS solution. This resulted in 95% increased reliability and accuracy, 5 x higher productivity than previous human agents and over 10,000 manual hours saved. Naveen Mohan will talk us through how the bionic agent was created and implemented and how it has ushered in the next-generation of customer-service.
3:30 pm - 4:00 pm
Afternoon Tea and Networking Break
Strengthening India’s Workforce
4:00 pm - 4:40 pm
Panel Discussion - Championing Diversity, Equity and Inclusion within your GCC and GBS
Dinesh Murugesan -
Head – Global Enterprise Services – HR (GES – HR),
dsm-firmenich
Arpitha Shetty - Global Delivery Leader, Procure to Pay, Global Shared Services Kohler Co
Shilpa Naik - Executive Director, NIQ
What does diversity at the workplace mean for you? In this panel, we bring together a group of DEI Champions who will share on how they have built engaged, high-performing and inclusive teams, as well as on how they nurtured a company culture where every employee feels valued, respected, and safe. A recent report found that teams that foster diversity and inclusion outperform peers by 80% on team-based assessments.
• Making diversity and inclusion a core business function: gaining leadership buy-in and support
• Creating an ecosystem that supports equity for people of all identities
• Breaking the bias between gender diversity & cognitive diversity
4:40 pm - 5:10 pm
Creating a High-Performance Culture in Novo Nordisk GBS to Improve the Employee Experience
John Dawber -
Corporate Vice President & Managing Director - Global Business Services,
Novo Nordisk
Novo Nordisk GBS aspires to the employer of choice and recognises that employee engagement, people development, and cross-functional collaboration are crucial to creating a best-in-class, high-performance workplace culture. 92% of the GBS’s employees are happy with the leadership, with trust in the leadership’s vision. John Dawber, Corporate Vice President & Managing Director – Global Business Services, Novo Nordisk, shares more on how he was able to drive a positive employee experience, stakeholder trust, and global process ownership through various initiatives.
• Developing different initiatives to encourage ownership and accountability and foster innovation and creativity
• Bringing attrition down to 6.5% in two years
• Sharing of best practices on how they successfully attracted and retained top talent
• Creating a diverse, inclusive culture where Everybody Matters
John Dawber
Corporate Vice President & Managing Director - Global Business ServicesNovo Nordisk
4:40 pm - 5:10 pm
Panel Discussion - From India to Global: Building India’s Global GBS Leaders
Vineet Dwivedi -
Global Head - Alcon Global Services & Head AGS India,
Alcon
Gaurav Sharma - Head – GBS Service Enablement & Bangalore Hub Director, AstraZeneca
Siva Emani - Vice President HRS Global Delivery & Excellence, Schneider Electric
Mohit Behl - HR Director - Global Shared Services & Global Payroll, Reckitt
There are very few global leaders who sit out of India. How can we build leadership capabilities for global impact?
• Understanding the specific skills, mindset and experiences needed for global leadership roles
• Fostering a culture that encourages risk-taking, intrapreneurship, and out-of-the-box thinking
• Strategies for showcasing the capabilities and accomplishments of Indian GCC leaders on a global stage
