22 - 25 April, 2019
Kuala Lumpur, Malaysia

Conference Agenda Day 2 - 24 April 2019

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

8:50 am - 9:00 am Opening Remarks from Chairperson

Driving Value and Growth

9:00 am - 9:30 am Adapting to a Winning Culture for Shared Services Centres

Amit Minocha - Finance Shared Services Centre Director, Intel Corporation
·         Enabling a culture of on-going support for business results
·         Synchronise the culture and standards in shared service centres across multiple locations
·         It starts from the Top: Ensuring that the management policies  supports the agreed culture
·         Effectively communicating your ‘shared vision’ across different functions 

Amit Minocha

Finance Shared Services Centre Director
Intel Corporation

9:30 am - 10:00 am Case Study: Future Trends for RPA and Cognitive

  • How are SSOs moving beyond RPA towards cognitive and machine learning technologies?
  • Can we meet the underutilised opportunity of integrating a digital workforce into the SSO industry?
  • What further trends are expected in-terms of technology and automation?

10:00 am - 10:30 am Turn-around story: From ‘Cost centre’ to ‘Revenue Generator’

Syed Zulkifli - General Manager Planning & Corporate Services, Damansara Realty Berhad
This case study will highlight how Damansara Realty Berhad went from Loss After Tax of RM28 Million to Profit After Tax of RM18 Million in one year
·         Achieving total transformation by centralising key processes including finance, HR and procurement
·         Lessons learned for improving cost savings, process optimisation and data management
·         Models to achieve continuous improvement and process excellence

Syed Zulkifli

General Manager Planning & Corporate Services
Damansara Realty Berhad

10:30 am - 10:40 am On-Site Polling

10:40 am - 11:20 am Morning Break

Interactive Roundtable Discussion
Delegates will get the opportunity to select 3 topics, each led by an expert for a 40 minutes discussion. Discussion groups are deliberately kept small size of 10 people to ensure that all delegates get the opportunity to ask their most pressing questions, thereby guaranteeing a perfectly tailored experience.

Interactive Roundtable Discussions

Emerging (First 4 Years)

11:20 am - 12:00 pm Roundtable A: Getting the basics right!

Emerging (First 4 Years)

12:00 pm - 12:40 pm Roundtable B: Communicating the Value of Shared Services with Stakeholders

Emerging (First 4 Years)

12:40 pm - 1:20 pm Roundtable C: Look Before You Leap-Preparations before Adopting Automation Tools

Mid-Maturity (5 – 9 Years)

11:20 am - 12:00 pm Roundtable D: Streamlining processes across different functions and regions

Mid-Maturity (5 – 9 Years)

12:00 pm - 12:40 pm Roundtable E: Achieving continuous improvement and operational excellence within Budget

Mid-Maturity (5 – 9 Years)

12:40 pm - 2:20 pm Roundtable F: Key Mistakes to Avoid While Implementing RPA

Next-Generation Shared Services (9+ Years)

11:20 am - 12:00 pm Roundtable G: Re-evaluating your Shared Service model s to include more ‘value Added’ activities

Next-Generation Shared Services (9+ Years)

12:00 pm - 12:40 pm Roundtable H: Taking Shared Service efficiency to the ‘next level’ with Intelligent Automation

Next-Generation Shared Services (9+ Years)

12:40 pm - 1:20 pm Roundtable I: Establishing Successful GBS Centres – KPIs and Performance Metrics

Achieving Continuous Improvement & Process Excellence

1:20 pm - 2:20 pm Networking Lunch

2:20 pm - 2:50 pm Case Study: Creating an Un-Paralleled Customer Experience through Shared Services

Mui Khim Chew - Head of Shared Services, OCBC
·         Embracing customer-centricity for your shared-service transformation
·         Achieving continuous improvement in service delivery and customer service
·         Business strategies, human-focussed models and data management to drive user experience 

Mui Khim Chew

Head of Shared Services

Entering the Digital Age of Shared Services

2:50 pm - 3:30 pm How to Drive Change Management Successfully within SSOs?

·         Embracing digital transformation and customer-satisfaction at the heart of change
·         Developing a culture that backs change for sustainable growth
·         Structuring your change management strategy according to the SSO maturity level and future objectives

3:30 pm - 4:00 pm Case Study: Creating Innovation and Growth with Design Thinking

Sharmeel Kaur - Head Of Human Resources, DHL Asia Pacific Shared Service
·         Meeting the internal and external expectations of employees and customers
·         Creating a ‘human-centric’ culture that puts ‘people’  at the core of your business strategy
·         Identifying  new and innovative solutions to daily challenges through design thinking 

Sharmeel Kaur

Head Of Human Resources
DHL Asia Pacific Shared Service

4:00 pm - 4:00 pm Closing Remarks and End of Conference