Malaysia’s #1 Shared Services & GBS Event
May 20 - 23, 2025
| Grand Millennium, Kuala Lumpur
Pre-Conference Focus Day - Tuesday, 20 May 2025
Unlocking the Power of Change Management
10:00 am - 10:30 am
Registration Opens
10:30 am - 10:35 am
Welcome Address by SSON Network
10:35 am - 10:40 am
Opening Remarks by Chairperson
10:40 am - 11:20 am
Fireside Chat: Building Culture & Change Management within your Centre – Making Change Everyone’s Business
Then Sik Kwang -
Head of HR DHL IT Services Malaysia, India & Global Business Partner for Express,
DHL Group
Karan R Bhatia - Head of Global Business Services (GBS), Asia Hub, Opella Healthcare (Sanofi Consumer Healthcare)
Matthew Sia - Head of APAC Finance Shared Services & Global OTC, Hitachi Vantara
- Empowering employees as change agents
- Key do's and don'ts for effective change management and cultivating a strong culture within a GBS team and its partners
- Capability development of employees for a tech-driven future
Then Sik Kwang
Head of HR DHL IT Services Malaysia, India & Global Business Partner for ExpressDHL Group
Karan R Bhatia
Head of Global Business Services (GBS), Asia HubOpella Healthcare (Sanofi Consumer Healthcare)
11:20 am - 12:00 pm
Navigating Stakeholder Dynamics: Turning Challenges into Achievable Success
- Identifying and prioritising stakeholders and understanding their roles and influences
- Strategies for effective communication to address stakeholder concerns and goals
- Using feedback loops to adapt and refine approaches for continuous improvement
12:00 pm - 12:50 pm
Let’s Talk! Key Takeaways & Action Points
We will break into working groups to discuss and deep dive into each topic. There will be one rotation after 25 minutes.
12:00 pm - 12:25 pm
Roundtable A: Aligning Talent Onboarding and Upskilling with Organisational Change
12:25 pm - 12:50 pm
Roundtable B: Stakeholder Engagement
12:50 pm - 1:50 pm
Lunch & Networking Break
1:50 pm - 2:30 pm
Empowering your Employees to Build a Positive Culture of Customer Experience
Justyna Kierska -
Global Services and G&A Strategy, Senior Director,
Barry Callebaut Group
With commercial roles now moving into hubs, how can employees play a part in building a positive customer experience?
- Fostering a sense of ownership and collaboration with customers to ensure successful change adoption
- Identifying and prioritizing key stakeholders based on their influence and impact on the change initiative
- Building the right governances to integrate customer perspectives
12:00 pm - 12:50 pm
Let’s Talk! Key Takeaways & Action Points
We will break into working groups to discuss and deep dive into each topic. There will be one rotation after 25 minutes.
