ASIA’S NO. 1 SHARED SERVICES & GBS EVENT
22 October | Main Conference Day Two
Building the Future AI-Enabled Workforce
8:00 am - 8:50 am
Morning Refreshments & Registration
8:50 am - 8:55 am
Welcome Address from SSON
8:55 am - 9:00 am
Opening Remarks from the Chair
9:00 am - 9:40 am
Panel Discussion | Managing the Human Impact of Automation and AI Adoption
• Exploring how leaders are managing workforce concerns around automation
• Discussing approaches to reskilling and redeployment within GBS teams
• Balancing productivity gains with employee engagement and wellbeing
• Sharing practical lessons from organisations implementing AI at scale
9:40 am - 10:10 am
Industry Thought Leadership
10:10 am - 10:40 am
Case Study | Rethinking GBS for Agentic AI: From Process Automation to Data-Driven Transformation
Kanishka Sinha -
Global Head Hyper Automation & Ai Services Professional,
Ingram Micro
10:40 am - 11:00 am
Human Bingo
Kick off the conference with a bingo-style networking activity designed to get conversations flowing. Delegates will receive a bingo card featuring different attendee profiles and roles across the room. The goal is to connect, match profiles, and punch as many holes as possible by meeting new people. Prizes (and bragging rights) go to the most connected.
11:00 am - 11:30 am
Morning Break & Refreshments
11:30 am - 12:00 pm
Panel Discussion | Rethinking Career Pathways in the Age of AI: Turning Progression into a Retention Strategy
8:00 am - 8:30 am
Case Study | Transforming HR Shared Services into a Skill-Based Workforce Model
12:30 pm - 1:00 pm
Building AI Fluency Across the Enterprise Workforce
• Developing AI literacy programmes across shared services teams
• Equipping employees with the skills to work alongside AI tools and digital agents
• Embedding experimentation and innovation into everyday operations
• Supporting leadership teams in developing AI-ready organisational cultures
1:00 pm - 2:00 pm
Lunch & Networking Break
Showcasing how GCCs are reimagining Finance, HR, and Procurement to deliver enterprise impact
Lightning Round - Functional Transformation Journeys
Finance
2:00 pm - 2:40 pm Leading the Evolution of Controllership: Building AI-Ready Teams and Redefining Global Finance Roles Anirban Kumar Ghosh - Global Director Controllership Operations and Global Controller, JLL Technologies• Modeling AI-ready behaviours within finance teams to shift mindsets from task execution toward oversight, judgement and value creation
Anirban Kumar Ghosh
Global Director Controllership Operations and Global ControllerJLL Technologies
HR
2:00 pm - 2:40 pm Transforming HR Shared Services Under Regulatory Constraints: From Process Execution to Workforce Enablement Julie Ann Flores - Head, HR COE, cimb bank• Simplifying and digitising HR and payroll processes within strict regulatory and audit frameworks to improve efficiency and compliance
Julie Ann Flores
Head, HR COEcimb bank
Operations
2:00 pm - 2:40 pm Transforming Operations Through End-to-End Process Redesign and Intelligent Automation Gavin Lam - Vice President, Global Business Services Operations, NTT DATA Inc• Streamlining and standardising core operational processes to improve efficiency, quality and scalability
Build vs Buy vs Partner: The Operating Model Debate
2:40 pm - 3:10 pm
Case Study | Building and Scaling a Mission-Driven GBS Organisation from the Ground Up at Bon Secours Mercy Health
Samuel Francis Padilla -
Country Head/Head of GBS,
Bon Secours Mercy Health
Exploring how BSMH is rapidly establishing and scaling its GBS model to support global operations while aligning closely with its healthcare mission
• Establishing a GBS function from scratch and scaling rapidly from early setup to a 1000-person organisation within a year
• Adopting an agile, non-linear approach to GBS build-out to accelerate speed, flexibility and responsiveness over traditional step-by-step methodologies
• Leveraging experienced industry hires and leadership talent to stabilise operations before driving efficiencies and automation
• Influencing and aligning global stakeholders by embedding GBS as a mission-driven partner supporting healthcare delivery and organisational growth
3:10 pm - 3:50 pm
Panel Discussion | Build vs Buy vs Partner: Rethinking the Future of Enterprise Service Delivery
Kavin Po -
Head of Group Shared Services,
Capitaland
• Debating the long-term role of captive shared services organisations
• Exploring how AI and automation are changing outsourcing economics
• Examining when organisations should build internal capability versus partner externally
• Discussing how operating models will evolve over the next decade
3:50 pm - 4:20 pm
Afternoon Break & Refreshments
4:20 pm - 4:50 pm
Panel Discussion | Redefining Control, Accountability and Decision Rights in Modern GBS Models
4:50 pm - 5:30 pm
Case Study | Aligning Regional Shared Services with Global Capability Centre Strategy Across APAC and Beyond
Puneet Gupta -
Managing Director Business Service Centre,
MUFG Investor Services Malaysia
Exploring how Air Liquide is structuring and integrating its shared services and GCC footprint to drive consistency, scalability and enterprise value across regions.
