EUROPE’S NO.1 SHARED SERVICES & GBS EVENT
Conference Day One: May 22nd, 2023
12:50 pm - 1:10 pm
#SSOW2023 Grand Opening: Welcome from SSON & The Chair
Steve Rudderham -
Head of Global Business Services,
Carrier
1:10 pm - 1:40 pm
Keynote Panel: The Global Turmoil and The Future Priorities of GBS: How are Macroeconomics and Geopolitics Impacting Key Decisions?
Sumit Mitra -
Chief Executive Officer,
TESCO Global Business Services
Rob Bullen - Group Head of Global Business Services, BAT
· Examining the new GBS Priorities in the context of global turmoil
· Where are businesses making their investments with the war in Ukraine continues and the tension between China-Taiwan grows?
· How are we making decisions around our next GBS and shared services center locations?
· What are the key areas GBS need to focus on in this period of disruption?
1:40 pm - 2:10 pm
Keynote: The GBS of The Future Can Only Thrive If It Enables The Business to Transform Through Putting Humans @ The Centre
Phil Priest -
Head of GBS,
Rolls-Royce
As organizations struggle to embed [back] in the ‘human’ aspects of the workplace, the GBS has a unique opportunity to accelerate businesses by putting humans at the centre of their agenda. Research recently completed by EY and Oxford Said business school, quantifies the criticality of putting humans@centre in driving transformation and change as you future-proof your business. Why do we believe the GBS has this opportunity and one may say responsibility? The GBS works across disciplines, across business units, across geographies and in doing so touches all in the organization, providing the environment to embed and accentuate the levers required to elevate human. Our research shows 6 key ‘human’ levers can drive the success of such transformation and change by 2.6x, and we will look to explore what GBS can do in grabbing hold of these 6 levers.
- Hypothesis: GBS has a critical role in accelerating ‘human’ and in doing so can position itself as a transformation partner for the business
- Research: Oxford and EY conducted research through interviews of over 1,200 Transformation Leaders, reviewing failed, successful and on-going programmes.
- Key Levers: The GBS can play a role across all levers – from supporting the business deploy technology with purpose to building the adaptive leaders of the future - we will explore these and test with Global GBS leaders the role they see their organizations playing
Sponsored by: Ernst & Young
2:10 pm - 2:35 pm
Case Study: An Integrated End-to-End Transformation of the Customer Experience Delivering Significant Business Value for Unilever
Unilever’s GBS organisation UniOPs launched its Integrated Operations transformation in 2020 with the intention to positively impact all aspects of the customer’s experience of dealing with Unilever. The transformation, currently active in over 22 markets, has added significant scope to UniOPs and broken new ground for GBS organisations. It has also seen UniOps implement over 20 different technologies globally and establish a significant Partnership with two key BPO Partners to unlock value. Emma has led this transformation for the last 3 years and will provide insight into the journey, discuss how Unilever has managed this transformation at scale, and share key challenges and successes for the first time here on the SSON stage:
- Introducing the UniOps transformation agenda and approach
- Key pillars of success behind the transformation programme
- Exploring the roles of technology and BPO partners
2:35 pm - 3:05 pm
Winning The War of Talent: Attracting, Acquiring and Retaining High Caliber Talent
Gavin Maxwell -
Partner, Advisory Services,
EY
· How are we attracting the right talent for the right organisations and locations?
· What are the tried and proven approaches in talent acquisition for successful GBS and shared services organisations?
· Monitoring and managing attrition effectively
· Exploring the unconventional talent models to be future ready: Gig economy, digital nomad, hybrid working
3:05 pm - 3:30 pm
Networking Break
That’s a lot of great inspiration already and we’ve only just got the show started! Head over to the buzzing exhibition floor to speak to partners, hear their value propositions, or simply have a friendly conversation!
We have also packed in some fun activities for you during all the breaks. There are various group meetings, clinics and exercises for you to build your process and branding muscles through these fun activities! Find the activity that would add the most value to you:
· Process Clinics (bring your questions to get them answered by our panel of experts)
· A fun exercise to rewrite your shared services mission statement
· Employer branding proposition
· Meet a mentor
3:30 pm - 4:00 pm Developing GBS Operating Models and Capabilities from the Ground Up to Enable Business Flexibility and Scalability
Lukasz Wielochowski - Head of Enterprise Solution Hub in Poland, ModernaIn this session, you will hear a unique story of how Moderna has launched their Enterprise Solutions Hub from scratch to support Moderna’s 10-fold business growth.
· Key insights on the journey of launching the Moderna Enterprise Solutions Hub
· Developing a true multi-functional solution hub, all from scratch
· Creating value from Day One: Building Service management, project management, operational excellence and other key capabilities
· Key experiences in implementing S4/Hana to develop a digital infrastructure
4:00 pm - 4:30 pm Panel: Lift & Shift, Transition, Scope & Process Standardisation: Avoiding Pitfalls when Launching SSC
Rūta Jasiulionienė - Head of Business Centres for Vilnius and Riga, SEB Global ServicesYvan Laurent - Managing director, Mediq Business Services Lithuania, Mediq
Krystian Bestry - President & CEO, Adaptive Solutions & Advisory Group
Miguel Macias - Global Head of P&O Operations, Sandoz
There are so many things to consider when setting up an SSC/ GBS organisation from scratch and many could go wrong - resultingin delays and increased cost. In this session, learn from experienced SSO leaders about their top tips and tricks to get SSO launch right:
· How to decide which operating model is right for you
· Understanding key drivers – what is the catalyst for business services?
· Linking location strategy to your long-term goals
· Process consolidation before vs after transit: Pros and Cons
3:30 pm - 4:00 pm Case Study: Key Insights from Aptiv’s Journey in Modernising Their GBS Operating Model and Expanding the Value Proposition
Edoardo Peniche - Vice President, Global Business Services, AptivIn the past 2 years, Edoardo has been leading Aptiv’s GBS in modernising their global operating model, expanding into new services and leading impactful transformation to adopt automation and AI. Join this session to hear key insights on their experience:
· 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 finance?
· Sharing key lessons learned and best practices in the key success factors
4:00 pm - 4:30 pm Panel: Moving up the Value Chain by Identifying and Developing Key Capabilities
Leigh Nicholson - Strategy, Business Partnering, and People Experience Lead, Takeda Business Solutions (TBS)Carlo Peretti - VP Global Director Business Shared Services, Holcim
A key step for maturing the shared services or GBS operating model towards the next generation is through identifying and developing business-enabling capabilities. Join this panel to hear how experienced leaders are tackling the following areas:
· Identifying and prioritising key capabilities that are critical for your current maturity level?
· Launching effective COEs and establishing shared services as the next-generation incubator for digital, automation and AI capabilities
· A new GBS imperative focusing on capability and moving talent up the value chain
Leigh Nicholson
Strategy, Business Partnering, and People Experience LeadTakeda Business Solutions (TBS)
3:30 pm - 4:00 pm Case Study: A Masterclass in Creating a Successful Shared Service Environment for Quote to Cash
Keith Cowart - Global Market Owner – Receivables, FISMargarida Sousa - Director Quote to Cash, Kantar Business Services
This session will share thought leadership on risk-based collections and showcase the key steps for establishing a successful GBS for Quote to Cash from Kantar. You will learn practical examples of:
· The key steps involved in establishing a best in-class shared service center
· How you can achieve a consolidated view of your entire portfolio
· How a digital credit-to-cash solution can help you improve working capital and cash flow
· Building a roadmap for process standardisation and improvement in key areas
· Sharing the Kantar journey: the goals, experiences, and the results achieved
Sponsored by: FIS Global
4:00 pm - 4:30 pm Panel: A New Value Proposition for the Business: Repositioning Business Services through the Journey of Transformation
Lars J Christophers - Head of Transformation & Continuous Improvements, AlconJan Nikus - Head of KONE Business Services, KONE
Carolyn Isaacs - Global Director Finance Services and Transformation, Dentsu
Sachin Kumar - Executive Partner, IBM Consulting
· Re-evaluate the Business Solutions Organisation to redefine the future operating model
· Reposition with a new value proposition to drive long-term success
· Organisational design for the future: Shared Services vs Centre of Excellence vs GBS vs. Strategic Business Partner
· Sharing key lessons learned in leading large scale transformation programmes
3:30 pm - 4:00 pm Panel Discussion: Assessing Maturity and Developing Capabilities to Re-invent for Intelligent Operations
Srinivas Reddy - Managing Director, AccentureEloi Decottignies - Chief Executive Accenture Operation Europe, Accenture
Bhuvan Pawar - Head Innovation and Analytics, Asahi Europe and International
Nikolay Goldovich - Head of Data Process Automation CoE, Sanofi
Re-inventing operations is a key strategic imperative for many organisations. Intelligent Operations provides a framework and methodology to re-invent operations by assessing the maturity and understanding the capabilities that drive the maturity. This is important to realise 360-degree value (efficiency, experience and effectiveness). Our session’s objective is to share our experience of driving similar journeys across clients and also understand and share learnings from our panel member’s own transformation journey.
Sponsored by: Accenture
4:00 pm - 4:30 pm Panel: Measuring the ROI for your Intelligent Automation Efforts
Cristina Duta - Director of Intelligent Automation, Global Business Services, AECOMBhuvan Pawar - Head Innovation and Analytics, Asahi Europe and International
As companies continue with their Intelligent Automation programmes, it is becoming more imperative than ever to evaluate, measure and demonstrate the true value and ROI from IA. Join our panellists to understand how they are moving the needles with IA in their respective organisations:
4:30 pm - 4:35 pm
Move back to the plenary auditorium
4:35 pm - 5:00 pm
Shared Services & GBS State of the Industry Presented by SSON Research & Analytics
Tom Bangemann -
Head of Data Development & Research,
SSON Research & Analytics
In this session, SSON Research & Analytics will present the key trends from our 2025 Global State of the Industry report. We'll delve into critical topics such as the role of Global Business Services (GBS) as a talent hub, balancing the cost-value equation, and the impact of automation and analytics. Additionally, we'll explore strategic location choices and the overall state of business services. Join us as we provide insights into these pivotal areas and discuss how we can elevate the industry to the next level.
5:00 pm - 5:30 pm
Reset and Re-launch: Key Insights into Bayer’s GBS Pivot to Chart the Future Growth
Ellen Cnudde -
Head of GBS Strategy and Value Realization,
Bayer
Bayer Shared Services is 20 years old and poised for a refresh with a new vision and strategies. Recently, the team carried out extensive benchmarking work and looked back at what they have done in the past 20 years to shape their strategies for the next 5-10 years. Following that work, a huge GBS re-launch has been set in motion, with exciting and unique new scopes of work and redefined capabilites, all aimed at generating growth and business value.
· A new GBS ambition to pivot from cost-focused to growth and revenue generation
· Sharing the approach and experience of the strategy relaunch
· Key insights from bringing in new scopes in R&D, Sales, Marketing and Supply Chain areas to reflect the complexity and activities required
· Preparing for the skills of the future when work looks completely different: how to retrain and reskill your people?
5:30 pm - 6:00 pm
The BIG Debate @SSOW 2023: Performance vs Purpose - A Balance to Strike or A Tandem to Ride?
Jay Desai -
Vice President, IT Infrastructure & Operations,
JTI
Anil Yadav - Senior Vice President & Head of Global Business Services, Philips
Jackie Crockford - VP, Global Business Services, AstraZenca
Maria Saggese - GBS Solution Lead Partner Global & EMEIA, EY
6:35 pm - 8:35 pm
SSOW 2023 Kick-off Drinks
What better way to start a full week’s learning other than making contacts with the best of the best in the shared services industry and share a few drinks together? We will also raise a toast to this year’s award winners!
