Conference Day 2: 17 May 2017

8:20 AM - 9:00 AM Morning Refreshments and Registration

9:00 AM - 9:15 AM Opening Remarks from the Chairperson

CHANGE MANAGEMENT

9:15 AM - 9:45 AM Organisational Culture as an Enabler to Improve Your SSC’s Bottom Line

Animesh Mukherjee, Head - HR Centre of Expertise, Digi Telecommunications
  • How did Digi drive forward new projects, initiatives and technologies in shared services to improve their bottom line by over 250 million ringgit within a year?
  • Creating a new set of KPIs to measure innovative initiatives brought about by culture change
  • Lessons learnt and the next steps forward

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Animesh Mukherjee

Head - HR Centre of Expertise
Digi Telecommunications

9:45 AM - 10:15 AM Refining Communication Models in Shared Services to Better Match Customers’ Expectations

Jarek Rusek, Head of Financial Shared Services Asia, Motorola Solutions Malaysia
Jarek will share Motorola Solutions Malaysia’s journey to meet customers’ goals and expectations by revising their communication initiatives with clients. Through increased engagement between internal stakeholders and clients, junior level employees are being empowered to make decisions and engage directly with clients to make a direct impact. This increases employees’ sense of ownership on any project and enables them to take the initiative to deliver more.

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Jarek Rusek

Head of Financial Shared Services Asia
Motorola Solutions Malaysia

10:15 AM - 10:45 AM Leading Change from Concept to Migration and Transformation/Building a High Performing Team

Chen Theng Aik, Director and Head of Center for Financial Services, PALL Corporation
 Lessons learnt: SSCs start up and transformation journey
 Lessons learnt from country based set up to process based
 Implementing strategies to increase employee engagement and to reduce attrition rate
 Building a high performing team culture

Chen Theng Aik

Director and Head of Center for Financial Services
PALL Corporation

10:45 AM - 11:15 AM Morning Refreshments and Networking Break

ROBOTIC PROCESS AUTOMATION (RPA)

11:15 AM - 11:45 AM Building a Business Case for RPA Investments

Wee Yen Foong, Financial Controller, GE Malaysia
  • RPA vs. existing forms of automation
  • Quantifying long-term benefits and cost savings
  • Evaluating shared services’ ‘readiness’ to embark on your RPA journey

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Wee Yen Foong

Financial Controller
GE Malaysia

11:45 AM - 12:15 PM Transitioning to Value Added Operations with RPA

Mohd Nizam Abdul Rahim, Head – IT Services, Sime Darby Global Services Centre
  • Identifying and selecting processes for RPA implementation – what are the key criteria to consider?
  • RPA vendor selection and deployment tests to embark on a pilot project
  • Updates on Sime Darby’s current RPA project

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Mohd Nizam Abdul Rahim

Head – IT Services
Sime Darby Global Services Centre

ENHANCING CUSTOMER EXPERIENCE

12:15 PM - 1:15 PM Networking Lunch

1:15 PM - 1:45 PM Analysing AstraZeneca’s Amazing Customer Experience Transformation Journey to Improve Customer Satisfaction Levels by 75%

Sherine Yam, GFS KL Operations Director, Astrazeneca Asia-Pacific Business Services
AstraZeneca will share how they have managed to develop agile, problem solving capabilities within the team to adapt to a dynamic business environment and build strong stakeholders engagement programmes to ultimately increase customer satisfaction levels. Get to learn how they developed a customer experience strategy by setting and embedding performance objectives for each team, to ensure strategies were executed to drive customer satisfaction.

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Sherine Yam

GFS KL Operations Director
Astrazeneca Asia-Pacific Business Services

1:45 PM - 2:30 PM Customer Experience Excellence as the Next Growth Driver

Carina Lim, Director of APAC Finance Shared Services, Hitachi Data Systems
  • Leveraging customer-centricity to engage, build trust and drive business outcomes
  • Understanding and managing expectations – how can we deliver as promised?
  • How does your customer want to be served? Exploring the role of dashboards, mobile apps and technologies
  • Striking a balance between serving your customers and upholding accountability

Carina Lim

Director of APAC Finance Shared Services
Hitachi Data Systems

TALENT MANAGEMENT, WORKFORCE PLANNING & RECRUITMENT

2:30 PM - 3:00 PM Ensuring Shared Services’ Sustainability by Retaining Your Best Talent

Corina Tan, General Manager, Penang SWTC, Dell
  • Overview of Dell Malaysia’s people development journey to reduce attrition rate and increase employee satisfaction by 20%
  • Establishing effective succession planning programmes and identifying KPIs for success in line with development of business changes
  • Building a culture of unity, company loyalty for long term sustainability and to uphold service quality at all levels

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Corina Tan

General Manager, Penang SWTC
Dell

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

3:30 PM - 4:00 PM Building a Social Media Recruitment Strategy to Attract Top Talent in Malaysia’s Competitive Labour Market

John Kidd, Chief Global Shared Services Centre, United Nations Development Programme
  • Developing your Employee Value Proposition (EVP) for attracting talent to your shared services centre
  • Identifying the right social media platforms in accordance to candidate demographics to yield the best results
  • Designing a compelling social media recruitment campaign: How can you make the candidates come to you?

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John Kidd

Chief Global Shared Services Centre
United Nations Development Programme
  • Envisioning the future of work in your shared service centre: Identifying gaps in employees’ capabilities and devising effective training programmes
  • Redesigning job functions transitioning employees to focus on value-adding activities
  • How can we benchmark and measure success?

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Chan Hoon Chuah

Head of HR
DHL Global Business Services AP
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Simon Hughes

General Manager, Global Business Services Asia
Fonterra

4:45 PM - 5:00 PM Closing remarks from Chairperson

5:00 PM - 5:00 PM Close of Conference