12 August 2026 | Main Conference Day 1
The Philippine Shared Services Landscape Today
8:10 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 9:00 am
Welcome Address from SSON
9:00 am - 9:10 am
Opening Remarks from the Chair
Jonathan Tam -
Head of People Services for APAC,
Foodpanda
9:10 am - 9:50 am
Opening Keynote Panel | Navigating Today’s Pressures Across Different Shared Services Models
Steve Harris -
Regional Managing Director of Group Capability Centre,
ANZ
Thom Sumagang - Head of Business Services Southeast Asia, Jardine Matheson Ltd
Vishal Pathak - Director HR Vendor Management Office, Google
Marge Dizon - Vice President and Head of Shared Services (Network Technical Group), Globe Telecom
- Exploring how different shared services models are experiencing cost, risk and capability pressures
- Sharing how leaders are reassessing ownership, scope and accountability
- Discussing where AI is influencing decisions, even where adoption is still early
- Reflecting on what is proving hardest to change across functions and operating models
Marge Dizon
Vice President and Head of Shared Services (Network Technical Group)Globe Telecom
9:50 am - 10:20 am
Industry Thought Leadership
10:20 am - 10:50 am
Case Study | Building an Integrated Captive and GCC Model to Deliver High-Class Services
Pradeep Bhanotha -
CEO,
AXA
- Identifying which capabilities should remain internally specialised and which can be strengthened through an integrated GCC model
- Designing governance and accountability frameworks that preserve control while leveraging external expertise
- Elevating service standards by combining captive institutional knowledge with service-industry capability
- Measuring impact through improved reliability, scalability and alignment with enterprise risk and performance priorities
10:50 am - 11:20 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 serval 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 Break & Refreshments
11:40 am - 12:20 pm
Panel Discussion | Leading Shared Services Through Competing Priorities
Mikhail Salinas -
Finance Director,
Analog Devices
Joseph Oliva - SSC Director, Dole SSC
Carolynne Claveria - Head of GBS+ Manila and President, HPI/HPATI, Henkel
Mark Hernandez - Head of HR & Shared Services, Pacific Roadlink Logistics
- Comparing how leaders are prioritising cost, control and capability under the same external pressures to explain why models are diverging
- Sharing the trade-offs being made around ownership, scope and speed to show what leaders are choosing not to do
- Discussing where leaders are holding firm versus changing direction to protect service quality and resilience
Redesigning Shared Services Operating Models for Control, Resilience & Value
12:20 pm - 12:50 pm
Case Study STOP OPTIMIZING, START REWIRING: The New Operating System of Global Business Services
Sheryll Sembrano -
GBS Manila Head,
Bayer
- Rethinking the role of technology: Is technology truly the strongest leverage point for optimizing Shared Services, are we overestimating and compensating blind spots?
- Optimisation through behavioral and paradigm shifts: Could behavioral shifts and changes in operational paradigms offer a more powerful pathway to optimising Shared Services?
- Towards an ecosystem of co-optimization: Could Shared Services organisations evolve into an ecosystem of niche capabilities designed for co-optimisation across enterprises?
12:50 pm - 1:50 pm
Lunch & Networking Break
1:50 pm - 3:30 pm
Roundtable A | Finance Transformation - Next Level P2P Automation and Beyond
1:50 pm - 3:30 pm
Roundtable B | Process Excellence - Adapting Models to Economic Volatility
1:50 pm - 3:30 pm
Roundtable C | Data and Analytics - Finance 2030: The Future of Automated, AI-Powered AI Finance Functions - Sponsored by BlueCopa
Raghavendra Reddy -
Co-Founder and Chief Operating Officer,
Bluecopa
1:50 pm - 3:30 pm
Roundtable D | CX as a Business Enabler - Designing GBS as the Experience Engine
3:30 pm - 4:00 pm
Afternoon Break & Refreshments
4:00 pm - 4:30 pm
Case Study | Integrating In-House, BPO and AI into a Seamless Shared Services Model at Delivery Hero (foodpanda)
Jonathan Tam -
Head of People Services for APAC,
Foodpanda
- Reframing shared services beyond labels by clarifying what GBS, GCC and re-ownership mean in practice for leaders designing modern delivery models
- Integrating captive teams and BPO partners into one operating rhythm by aligning accountability, capability ownership and service expectations across delivery models
- Assessing AI maturity beyond pilots by identifying practical benchmarks for automation, chatbots and agentic AI adoption without destabilising existing operations
Lightning Round: Functional Transformational Journeys (20-Minute Sessions)
4:30 pm - 5:30 pm Case Study | Strengthening Financial Discipline and Cost Control Through Retail Shared Services Divina Antang - Business Director, Retail & Shared Services, CTC GroupExploring how retail shared services can protect margin and strengthen financial accountability across distributed operations.
- Centralising finance processes to improve cost visibility and working capital control across retail entities
- Aligning shared services with commercial operations to strengthen margin discipline and accountability
- Standardising reporting and governance to support faster, data-driven decision-making
- Tracking impact through cost optimisation, improved transparency and reduced duplication
Showcasing how GBSs are reimagining Finance, HR, and Procurement to deliver enterprise impact
Lightning Round: Functional Transformational Journeys (20-Minute Sessions)
4:30 pm - 5:30 pm Case Study | Operationalising HR Governance and Commercial Discipline Across Diverse Hospitality Properties Shermee Tan - Associate Director of Shared Services, Universal Hotels and ResortsExploring how Universal Hotels & Resorts is embedding structured HR governance and commercial discipline across multiple hotel properties, balancing central control with on-the-ground service agility in a high-variability hospitality environment.
• Standardising HR governance frameworks across diverse brands and property types to ensure policy consistency, compliance and accountability without diluting service culture
• Embedding commercial discipline into workforce planning by aligning labour models, cost controls and performance metrics with property-level profitability targets
• Strengthening oversight and escalation structures to manage peak demand fluctuations, high turnover risk and operational variability
• Integrating shared services KPIs with on-site operational outcomes to ensure HR and finance governance directly supports guest experience and commercial performance
