22 - 25 April, 2019
Pavilion Hotel Kuala Lumpur, Malaysia

Conference Agenda Day 1 - 23 April 2019

8:00 am - 9:00 am Morning Refreshment and Registration

9:00 am - 9:10 am Opening Remarks from Chairperson

Spotlight on Malaysia

9:10 am - 9:50 am GBS Keynote: Building a Successful GBS– Key Lessons Learnt!

Paul Bartley - COO , Global Business Services, Odfjell Drilling
·         The journey from shared service to GBS
·         The structure and delivery model – ascertain the maturity of GBS functions
·         Managing the cultural shift from SSOs to GBSs
·         GBS vs Multifunction model: What works best for Malaysia?
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Paul Bartley

COO , Global Business Services
Odfjell Drilling

9:50 am - 10:30 am Benchmarking for Business Outcomes Beyond Quadrant Positioning – Smarter Blended metric comparison and Analytics

Neeti Mahajan - Managing Director, Global Service Centre, Malaysia, HSBC
·         Avoiding the “top performer bias”: Blending top quartile data with “full market view data”
·         How are Malaysian SSs moving up the data analytical value chain?
·         Recognising that as maturity develops, normalisation is the key
·         Roadmap forecasting: Establishing the baseline and simulating future data for comparison
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Neeti Mahajan

Managing Director, Global Service Centre, Malaysia
HSBC

10:30 am - 10:35 am On-Site Polling


10:35 am - 10:50 am Speed Networking Session

10:50 am - 11:30 am Morning Break

·         What are the lessons learned from RPA implementation?
·         How to make an internal case for RPA and get those much needed management buy-ins?
·         What are the common mistakes to avoid?
·         How can companies ensure adoptability and scalability of their RPA initiative?
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Paul Rodwell

Finance Director - Global Shared Services
Experian

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Paul Bartley

COO , Global Business Services
Odfjell Drilling

12:10 pm - 12:50 pm Future Workforce Planning : Recruiting, Reskilling and Retaining your Workforce

Puneet Gupta - Director, Global Business Services , Asia Pacific, Kimberly Clark

·         Developing strategic mid to senior leaders in SSO centres
·         Integrating ‘learning and development’ into the shared service operation
·         Succession planning and career development for building a strong leadership pipeline
·         Upskilling and reskilling your talent for technology enabled roles 
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Puneet Gupta

Director, Global Business Services , Asia Pacific
Kimberly Clark

12:50 pm - 2:00 pm Networking Lunch


Designing Best Practices to Drive Shared Services Growth Along the Maturity Curve

HR Transformation

2:00 pm - 2:40 pm Case Study: Driving HR Transformation
·         Where and how to start a digital HR journey?
·         Building the capabilities to analyse, understand and interpret data
·         How effective have the up-skilling programs in addressing the skill requirements?

HR Transformation

2:40 pm - 3:20 pm Case Study: Recruitment and Retention through RPA and Predictive Analysis
·         Transforming data analytics results into HRSS resources
·         Determining  the hiring metrics such as time to hire, cost to hire and quality of hire
·         Using data to facilitate talent measurements against the company’s  turnover rate

HR Transformation

3:20 pm - 4:00 pm Case Study: Streamlining HR Service Delivery through Shared Services and Cloud Capabilities
Narendran V R - Head of HR, Technology, Standard Chartered Global Business Services
  • Opportunities and challenges of HR systems
  • Overcoming the IT and security risks
  • Choosing the right cloud based system
  • Ensure widespread adoption by employees
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Narendran V R

Head of HR, Technology
Standard Chartered Global Business Services

HR Transformation

4:00 pm - 4:30 pm Networking Afternoon Tea

HR Transformation

4:30 pm - 5:10 pm Case Study: Innovations in Employee Engagement and Retention Strategies
Carina Lim - Director of APAC Finance Shared Services, Hitachi Vantara
·         Improving employee engagement and generating a modern learning environment
·         Creating personalised engagement experiences at scale
·         Alternative talent retention models including part-time and virtual options
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Carina Lim

Director of APAC Finance Shared Services
Hitachi Vantara

HR Transformation

5:10 pm - 5:50 pm Case Study: Key Requirements for the Next Generation Workforce
·         What type of talent do we need in the next 5 years?
·         What key skill is most under valued and the least available today?
·         How are companies meeting the talent gap?

Finance Transformation

2:00 pm - 2:40 pm Unlocking the Full Potential of Finance Shared Service
·         Innovative frameworks to maximize F&A capability
·         Ensuring efficiency and cost optimisation as you scale
·         Creating a ‘value-add' focus among the CFO's commercial finance team

Finance Transformation

2:40 pm - 3:20 pm How Can Finance Aid GBS in the Journey towards Moving to Next Level?
Sherman See - Head of Finance Shared Services – APAC, Motorola Solutions
·         Moving the finance function towards a business
 partnership model
·         Implementing an enterprise-wide culture of innovation and change
·         Moving away from reporting and transaction processing to generating real-time value and actionable insights
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Sherman See

Head of Finance Shared Services – APAC
Motorola Solutions

Finance Transformation

3:20 pm - 4:00 pm Case Study: Intelligent Automation for Value Adding Financial Transaction
Tony Susanto - President Director, PT Philip Morris Sampoerna International Service Center
  • Can an effective IA eliminate the business case for BPOs?
  • Setting up clear objectives, performance metrics and timelines for implementation
  •  Incorporating automation, virtualisation and advanced analytics 
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Tony Susanto

President Director
PT Philip Morris Sampoerna International Service Center

Finance Transformation

4:00 pm - 4:30 pm Networking Afternoon Tea

Finance Transformation

4:30 pm - 5:10 pm Case Study: Challenges in Implementing RPA for Invoicing Processing
John Ysmael O. Reyes - Business Excellence & RPA Lead, Total GSP
·         Using RPA for cash and net inter-company transactions and payments
·         Automating accounts payable and accounts receivables processes
·         Ensuring interoperability with your ERP system

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John Ysmael O. Reyes

Business Excellence & RPA Lead
Total GSP

Finance Transformation

5:10 pm - 5:50 pm Case Study: Leveraging on Finance Shared Service to Drive Customer Experience
AI LIN NG - Associate Director - Business Shared Services, Zalora
·         Re-engineering processes and workflows with the end-customer in mind
·         Delivering greater value to customers by automating finance operations
·         Outsourcing transactional activities and focusing on customer relations in SSOs
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AI LIN NG

Associate Director - Business Shared Services
Zalora

Process Excellence

2:00 pm - 2:40 pm Case Study: Building an Integrating End-to End Supply Chain
·         Developing in-house capabilities vs. outsourcing the procurement function
·         Getting buy-ins from the management and regional business units for creating centralised SCM centre
·         Striving towards flexible, agile and more cost-effective supply chains

Process Excellence

2:40 pm - 3:20 pm Case Study: Driving Supply Chain Performance
·         Separating transactional processes from core business activities
·         Utilizing Optical Character Recognition (OCR) to automate and standardize order management processes
·         Eliminating physical documents and implementing intelligent workflows and robotics to digitalize the procurement process
·         Results achieved in terms of reduction in cost and cycle time

Process Excellence

3:20 pm - 4:00 pm Enhancing IT’s Role - Creating a Robust Technology Infrastructure for your SSOs
Kurt Bergmans - Head of Global IT Service Operations, British Petroleum
·         Integrating cross functional processes
·         Attracting and retaining IT talent
·         Mitigating the risk of cybercrime, external threats and system breakdown
·         Ensuring the interoperability of new technologies  with the existing technology infrastructure 
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Kurt Bergmans

Head of Global IT Service Operations
British Petroleum

Process Excellence

4:00 pm - 4:30 pm Networking Afternoon Tea

Process Excellence

4:30 pm - 5:10 pm Case Study: Adding New Functions to Drive Additional Value – Why and How?
Azirruan Arifin - Head of Shared Services, PIDM
·         Bringing non-traditional functions into Shared Services
·         What higher-value tasks are Malaysian SSOs looking to undertake?
·         Commercial and operational challenges for implementing new tasks
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Azirruan Arifin

Head of Shared Services
PIDM

Process Excellence

5:10 pm - 5:50 pm Case Study: Blueprint for Setting-up a Capability-led ‘Centres of Excellence’
Vihang Shah - Head of COE, Digital Productivity, Electrolux Asia Pacific
·         Challenges in standardising cross-departmental coordination and collaboration
·         Involving BPOs early on in the automation process so customers and delivery teams achieve the full benefits of robotics
·         Establishing enterprise-wide governance frameworks for IA implementation and process streamlining
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Vihang Shah

Head of COE, Digital Productivity
Electrolux Asia Pacific

5:50 pm - 6:00 pm Chairman’s Closing Remarks and End of Day One