Conference Day 1: 16 May 2017

8:20 AM - 8:45 AM Registration and Morning Refreshments

8:45 AM - 9:00 AM Opening Remarks from the Chairperson


  • Navigating local market complexities: Strategies on tackling business risks, currency fluctuations and ensuring compliance to regulatory requirements
  • Benchmarking SSCs performance with regional counterparts: How do we compare in terms of cost, e¦ciency and what can we learn?
  • Optimising Malaysian talent: Forming strategic partnerships with local government, employment agencies and educational institutions to drive career awareness and interest


Matt Brady

VP Global Asset Services
BHP Billiton

Khurram Shahzad

General Manager of Shared Services APAC
British American Tobacco (BAT)

Ross Mackay

Managing Director
DHL Asia Pacific Shared Services

9:40 AM - 10:10 AM RPA Transformation Journey: Where We Have Been & Where Are We Headed?

Rakesh Padmanabhan, Head of Technology - Workflow & Automation Services, ANZ
  • Transforming your business through RPA – ANZ’s journey
  • Setting the right governance for RPA, pre and post implementation
  • What changes are we seeing in the organisation following RPA deployment and our key lessons learnt?
  • Upcoming and future trends for RPA


Rakesh Padmanabhan

Head of Technology - Workflow & Automation Services

10:10 AM - 10:40 AM Shell Business Operations KL’s Successful Shift Towards Value Add Activities & Improving Operational Performance

Kam Yew Nyon, General Manager, Shell Business Operations Malaysia
Shell Business Operations KL will share their change journey towards a high performing centre and how they have achieved this through evaluating current capabilities, identifying potential process areas and activities to provide strategic value added insights. Learn how they have taken their shared services operations one step further through continuous engagement with new and existing clients to move towards value add driven activities and deliverables as a team.


Kam Yew Nyon

General Manager
Shell Business Operations Malaysia

10:40 AM - 11:10 AM Leveraging Data Analytics to Improve Shared Services Performance & Scalability

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  • Devising an effective analytics roadmap in your SSC
  • Changing the game through proactive data management
  • Using process mining to translate data into actionable business insights
  • Effective strategies on leveraging insights to drive continuous improvement and excellence in your SSC

11:10 AM - 11:40 AM Morning Refreshments and Networking Break

11:40 AM - 12:10 PM Embarking on Intel Malaysia’s Journey towards Defect Free Employee (DFE)

Lin Im Tan, Human Resource Shared Service Center Director, Intel Malaysia
  • Turning a pipe dream into reality: How can we create a culture of accountability?
  • Analysing how Intel Malaysia lowered transactional errors by 75% within 12 months by moving from transactional count to employee count metrics
  • Reviewing the positive impacts that lowering transactional errors has on customer satisfaction levels


Lin Im Tan

Human Resource Shared Service Center Director
Intel Malaysia

Interactive Discussion Groups (IDGs) - 2 Rotations @ 40 Minutes Each

Roundtable A

12:10 PM - 1:30 PM ROUNDTABLE A: Next Generation Leadership Driving Continuous Improvement & Business Performance in Your SSC

Matt Brady, VP Global Asset Services, BHP Billiton
For more matured SSCs, it is a challenge to constantly improve and elevate shared services performance. This roundtable will focus on how you can develop an organisation culture that encourages innovative and agile leadership methodologies.

Matt Brady

VP Global Asset Services
BHP Billiton

Roundtable B

12:10 PM - 1:30 PM ROUNDTABLE B: Winning Over Local Talent: Effectively Recruiting & Retaining SSC Employees

Chan Hoon Chuah, Head of HR, DHL Global Business Services AP
The war for talent in Malaysia has become an increasing challenge over the years. This discussion will help identify what are the best practices to successfully recruit, and importantly, retain your best local talents.

Chan Hoon Chuah

Head of HR
DHL Global Business Services AP

Roundtable C

12:10 PM - 1:30 PM ROUNDTABLE C: Streamlining Your Record to Report (R2R) Processes

Sherine Yam, GFS KL Operations Director, Astrazeneca Asia-Pacific Business Services
Find out how you can enhance your R2R process by shifting the focus from speed to quality. This can be achieved through effectively aligning your process, governance and technology strategies in R2R.

Sherine Yam

GFS KL Operations Director
Astrazeneca Asia-Pacific Business Services

Roundtable D

12:10 PM - 1:30 PM ROUNDTABLE D: Extracting Value from Big Data to Improve Operational Performance

John Kidd, Chief Global Shared Services Centre, United Nations Development Programme
Most SSCs are now looking at ways to move up the value chain in providing strategic insights to clients through their business operations. Leveraging data analytics is definitely one way to achieve this. This session will explore best areas and methods in applying data analytics.

John Kidd

Chief Global Shared Services Centre
United Nations Development Programme

Roundtable E

12:10 PM - 1:30 PM ROUNDTABLE E: Converting 75% of Export Earnings into Ringgit: Strategies on Complying with the Latest Foreign Exchange Administration Rules

Overcoming regulatory challenges through streamlining newly added processes and achieving resource efficiency for compliance on the Foreign Exchange Administration Rules.


1:30 PM - 2:30 PM Networking Lunch

2:30 PM - 3:00 PM Tackling Malaysia’s Talent Supply Challenges through Effective Recruitment Process Outsourcing (RPO)

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 Establishing a clear objective and a balanced analysis of the risks and benefits of RPO
 Analysing your current HR & recruitment function to fast track RPO deployment
 What are the types of RPO options available, looking at ownership of the design, management of the recruitment process and responsibility of results?

3:00 PM - 3:30 PM Driving Business Value through Integrated System, Process Simplification, Standardisation & Automation to Achieve World-Class Service Delivery

Khurram Shahzad, General Manager of Shared Services APAC, British American Tobacco (BAT)
  • How BAT unlocked the value from processes by implementing one integrated system for 27 markets in APAC and 180+ markets globally to increase productivity efficiency by 40% within a year
  • Balancing risk and control when implementing global process standardisation
  • Driving process efficiency with technology, revisiting applications in e-invoicing, auto reconciliation, auto posting, OCR and auto cash application
  • Building up a world-class SSC via robust RACI matrix, visibility of KPIs, regular target measurement and performance review


Khurram Shahzad

General Manager of Shared Services APAC
British American Tobacco (BAT)

3:30 PM - 4:00 PM Afternoon Refreshments and Networking Break


4:00 PM - 4:30 PM Process Centralisation & Standardisation to Drive Business Performance

Peter Bright, Head of Finance, Global Asset Services, BHP Billiton
Peter will walk you through how BHP Billiton made key changes to both systems and process structures to achieve reduced headcount in Record to Report (R2R) division by 20% in 12 months. In addition, he will discuss lessons learnt from earlier attempts at centralising finance functions and how to examine opportunities in further leveraging performance to improve service delivery and efficiency.


Peter Bright

Head of Finance, Global Asset Services
BHP Billiton

4:30 PM - 5:00 PM Achieve End-To-End Process Standardisation Within a Year: How Did We Do It?

Nor’Aini Jalaludin(NORA), Head, HR Centralised Services, Group Human Resource Management, PETRONAS
  • Developing a process standardisation roadmap and effective communication of targets with internal stakeholders
  • Expediting standardisation progress: Designing your system to cater to current processes
  • Effectively detecting and correcting variation of practices at early stages to ensure proper governance and standardisation is being implemented across operating units
  • Implementing change management to achieve end-to-end process standardisation


Nor’Aini Jalaludin(NORA)

Head, HR Centralised Services, Group Human Resource Management

5:00 PM - 5:10 PM Closing remarks

5:10 PM - 5:10 PM Close of Conference Day 1