16th annual european shared services & outsourcing week

50% New

Organisations Onsite

80 Keynote

Business & Thought leaders

12+ Streams &

Roundtables

5 Coveted Awards

50% New

Organisations Onsite

580+ Shared

Services, GBS, Outsourcing and Transformation leaders onsite

www.ssoweek.com

Big Ideas Speaker:

Dan Cobly

How Digital is Changing Everything!

Google’s obsession with

Data

Big Ideas Speaker:Nicklas Bergman

Will robots steal my job?

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DRIVING STRATEGIC VALUE: LEADING YOUR COMPANY TO VICTORY THROUGH AUTOMATION, PROCESS EXCELLENCE AND DATA

24th - 26th May 2016

Dublin Convention

Centre Ireland

Maria G. NetchevChief Financial Officer

EMEA, Member of EMEA Management Board

Jones Lang La Salle

Julie HarbertSenior Vice President,

Head of Global Business ServicesRoyal Philips

Kari LamontDirector, Global Business

Process Services and EMEA Shared Services

Centre HeadMcCormick

Shared Services

John Walsh Chief Financial Officer

Fidelity Shared Services

Vesta BovairManaging Director, Head Global Service

OperationsSwiss Re

Brand new expert 2016 panel includes:

With our jam-packed practitioner community, Interactive Discussion Groups and Extensive Research – European SS&O Week Stands Out as the Premium shared services event in Europe for both end users and solution providers alike…

GBS EvolutionForum

Test yourself against the very best!

Yahoo! and Merck Shared Services Centres

READ ON TO FIND OUT HOW MUCH VALUE YOU’LL GET FROM REGISTERING FOR SS&O WEEK…

DON’T MISS OUT!

Dear Colleagues,

We have been bordering on it for some time but this year we are seeing an undoubted shift in the Shared Services and Outsourcing Market. That shift is the pursuit of value-add. Whereas in the past adding value was a priority amongst others, it’s now become fundamental for all leading shared service and GBS centers, who are proving that far from merely enabling change, SSCs are producing results and insight which are driving company strategy.

This shift is having a dramatic effect on the industry; changing expectations in outsourcing con-tracts, the profile of talent needed and expanding what activities are being brought into captive centres. Coupled with this, the rise and adoption of Robotics and Automation software is completely disrupting what many shared service leaders thought possible and SSO Week is proud to be one of the first to share case studies on its application to accounts payable.

SSO Week Europe sits at the heart of discussions about direction and strategy in this rapidly changing market, providing advice from many of the leading minds within shared services and GBS. To reflect the shifting market dynamic the 2016 summit looks at the following key areas:

• Transitioning from a transactional to value-added shared service centre – over 40% of SSCs state their no1 priority as improving business performance and driving value!

• Utilising the full force of your data! With 48% of SSCs already using data analytics to drive process excellence, we demonstrate how you can add serious value back to the business through data analytics, business intelligence, master data management and visualisation

• Deploying Robotics and Automation to increase productivity and compliance is a key con-cern as, over 30% of SSC and GBS leaders stated that process automation was no1 on their list of technology priorities

• Creating a GBS and Global Process Owner Model to take advantage of global standardisation, economies of scale and creating a truly advanced SSC

• Recruiting and Retaining Talent for the next generation of shared service activities – Now service excellence (42%) and data analytics (18%) are emerging as the key skills SSC professionals

need to succeed

Alongside cutting-edge presentations on the plenary stage, this year SSO Week Europe gets even more interactive as we provide you with one-to-one tailored advice via our interactive roundtable discussions, consultancy clinic and one-to-one meetings. The only thing stopping you from getting personal advice from one of Europe’s SSO Leaders, is you!

Sally FletcherProduction Director, Shared Services and Outsourcing Week Europe 2016SSON

P.S: Make sure you attend the brand new case studies on how data analytics and robotics are revolutionising Global Business Services!

join the conversation

share in the moments

follow #SSOWeek

2JOIN US FOR OUR 16TH EUROPEAN SHARED SERVICES & OUTSOURCING WEEKw w w. s s o w e e k . c o m • + 4 4 ( 0 ) 2 0 7 3 6 8 9 8 0 9 • e v e n t s @ s s o n e t w o r k . c o m

Value-CreationWhether you’re a multi-tower GBS or single function shared service centre over 40% of SSCs state their no1 priority as improving business perfor-mance and driving value!

Utilizing the full force of your data! With 48% of SSCs already using data analytics to drive process excel-lence, we demonstrate how you can add serious value back to the busi-ness through data analytics, business intelligence, master data manage-mentand visualization

Deploying Robotics and Automation to increase pro-ductivity and compliance is a key concern as over 30% of SSC and GBS leaders stated that process automation was no1 on their list of technology priorities

Creating a GBS and Global Process Owner Model to take advantage of global standardization, economies of scale and cre-ating a truly advanced SSC

Driving Talent for the new SSC – Now service excellence (42%) and data analytics (18%) are emerging as the key skills SSC pro-fessionals need to succeed

2016 Core themes


WHO WILL YOU MEET?With over 580 attendees find out who’s attending this year

2016 SPEAKER LINE UPLearn from 80 speakers with over 75% brand new including Yahoo!, eBay, Levi-Strauss,

NBC, Universal and Boots

CELEBRATE YOUR SHARED SERVICE SUCCESS at our glittering awards

GOODBYE ONSTAGE SALES PITCHESSSON is giving practitioners full control of content in a unique way

NEED A LITTLE MORE HELP? Our interactive workshops kick off now

GBS EVOLUTIONSAdmittance by invitation only this forum is where GBS direction is decided

IT ALL STARTS HERE! Browse Day One of our agenda with key streams by challenge

BACK FOR MORE! Day two’s presentations begin with our functional fast-tracks, whether you’re GBS, multi-

function, finance or HR we have unmissable sessions for you

LAST CHANCE TO LEARNDay three begins with Robotics and ends with stream sessions by maturity

SITE TOURS! our chance to visit Merck and Yahoo’s best-in-class sites

SPONSORSHIP OPPORTUNITIESBecome a sponsor and discover the powerful benefits of partnering with the SSO market

What’s in Store for 2016?

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INDUSTRY

COUNTRY

Meet the Audience 2015 FACTS AND FIGURES

UK & IRELAND 37%NORTHERN, WEST & CENTRAL EUROPE 35%EASTERN EUROPE 22%AFRICA 2%AMERICAS 2%ASIA 1%MIDDLE EAST 1%

Banking, Insurance & Financial Services 17%Manufacturing 16%Business Services/Business Support Services/BPO/Consulting 11%Technology, Telecoms & Media 9%Other (Water, Craft & Crating, Printing) 6%Life Science & Healthcare 5%Transport & Logistics 4%Retail 4%Public Sector, Education & Defense 4%Energy & Utilities 4%

580+Attendees

MATURITY

ATTENDEES BYFUNCTION

AUDIENCE PROFILE

50%New accounts

380Practitioners

on site

2.5:1RATIO

Practitioner accounts to

Vendor accounts

33%Planning &Launching

33%3–5 years

22%5–10 years

11%10+years

40%Multifunction/General/Not

Specified

29%F&A

12.9%GBS

12.1%HR

3.9% Procurement

2% IT


Julie Harbert Senior Vice President, Head of Global Business Services and Shared Services Transformation Royal Philips – New

Srini Krishna Director or Outsourcing Strategy, Microsoft

Caroline Lonergan Executive Director, Head of Global Financial Services EMEA, Merck - New

George Connell Vice President Strategy – Finance Operations, Shell

Alasdair Glen Head of Operations, Heathrow Shared Services – New

Anton Blokland Vice President, Global Business Services FinanceArla Foods – New

Deborah KopsFounder, Sourcing Change

Kostas KizilisHead of Financial Control,Group Corporate Centre RSA Group

Petrina Tinney Director of Shared Services and Supply Chain, Eircom - New

Jason McGovern Head of Record to Report,Marks and Spencer

Mark Collinge Global Process Owner P2P, AkzoNobel – New

Punnika Kharas Executive Vice President, Global Business Process Outsourcing and Sourcing, Wolters Kluwer - New

George Gabero HR Solutions Director, Levi-Strauss - New

Sunny Kaler Shared Services Manager, Segro - New

Huw Chapman Former Managing Director, Pall Corporation - New

Gary Thompson Programme Director Banking Operations and Shared Services, National Bank of Abu Dhabi - New

Helen Harris Head of P2P Operational Efficiency, Dixons Carphone - New

Abdellah Merad Vice President Global Shared Services, Schlumberger - New

Andrew Parris Director of Shared Services,Tarmac - New

Kari Lamont Director, Global Business Process Services and EMEA Shared Services Centre Head,McCormick Shared Services - New

Ehsan Shammasi Head of HR Shared Services, Al Tayer Group - New

John Dickens Head of Finance Operations, British Gas

Wojciech Krygowski Director, Global Finance Operations Center, Rockwell Automation - New

Theo de Haas Global Enterprise Information Director, DSM – New

Devi Kencki SSC Expert, Global Transformation Manager, DSM

Shay Carroll Accounting Director, Global Settlement and Accounting Solutions, Western Union EMEA-APAC - New

Phil Whelan Head of Sourcing and Transformation, BP

Meet the Speakers


Roland Pac Head of Global Finance Services, Poland, Chief Financial Officer - Global Hub Europe, RBS - New

Anup Thomas Kollanethu Group Centre Director – Shared Services, Freshfields Bruckhaus Deringer - New

Mike Ward, Senior Director Finance GBS, Cisco – New

Maria Grigorova Chief Financial Officer EMEA, Member of EMEA Management Board, Jones Lang La Salle - New

Paul Theaker Executive General Manager, Global Finance Shared Services, Hitachi - New

John Walsh Chief Financial Officer, Fidelity Shared Services - New

Andrzej Kinastowski, Global Continuous Improvement Program Manager, Lufthansa - New

Jane Carolan National Director, Health Business Services - New

Peter Cablis Former HR & Shared Service / Operations Consultant,Jaguar Land Rover - New

Jamel Ziani OTC Global Lead and Customer Services Lead, Mondelez Business Services - New

Mark Burrows Group Head of Shared Services, Amec Foster Wheeler

Irina Chernousenko Former, Director, Shared Services Transformation, Coca-Cola Services

Chris Gunning Vice President Finance, Unisys

Paul Bryanhill, EMEA Shared Service Centre Manager,Lloyd’s Register

Gary Steadman Director Global Business Services, Thermo Fisher Scientific -New

Sandeep Kulkarni Senior General Manager and Head of Global Delivery Centre, Tata Motors Group - New

Kay Flynn Senior Director Global Business Solutions,Eli Lilly - New

Vesta Bovair Managing Director, Head of Global Service Operations,Swiss Re - New

Joe Connor Head of HR Services, Post Office - New

Janak Mehta Group Head of HR Modernisation, BP - New

Andrea Walsh Head of HR Shared Services EMEA,Yahoo! - New

Piyush Gupta Senior Executive Vice President, Head Group Shared Services, Reliance - New

Jack Shreyhane Head of Finance Shared Services, Boots - New

Guy Mercier Head of Worldwide Business Relations and Services Delivery,Solvay Business Services

Benoit Soulie Head of Worldwide Process Performance,Solvay Business Services - New

Debbie Maitland Global Talent Manager, Lubrizol

Karsten Hoyer Managing Director, Head of HR Services, Bayer Business Services - New

Milosz Alexsander Head of Global Shared Services, Tate and Lyle - New

Bobby Abraham Executive Vice President and Global Head of Finance Shared Services, Vodafone

Salvatore Russo Head of Strategy and Engagement, Shared ServicesVodafone

Mandeep Dhami European Lead, Decision Support Center of Excellence,Pfizer - New

Rodrigo Barboza Global Head Procure to Pay, British American Tobacco - New

Ian Herbert Deputy Director, Centre for Global Sourcing and Services, Loughborough University

Paul Raine Vice President Operations and Logistics, ACN

Russel D’Souza Vice President Global Financial Services,Hanesbrands Inc. - New

Michael Drummond Commercial Development Manager, Cheshire Constabulary – Cheshire Police

Sarah Copley-Hirst Head of Multi Force Shared Services, Cheshire Constabulary –Cheshire Police - New

Jana Skottova Director European Shared Services,eBay - New

Dan Cobley Co-Founder and CEO, Brightbridge Ventures - Former MD UK and Ireland, Google - New

Niels Krabbe First Vice President, Head of Model Performance, Danske Bank - New

Christina CrowleyVP Global Business Services,EMC

Meet the Speakers continued

Every year SSON invites two innovators from outside of the shared services market to give their views on trends in the wider-world that are disrupting the way that you do business. The idea is to inspire you to sit up, listen, and think outside of the daily grind – and maybe get your next ‘Big Idea.’

DAN COBLEYHow Digital is Changing Everything! Google’s obsession with DataAs Google’s former MD of UK and Ireland, Dan is now an investor and advisor for a number of tech-based start ups, and a trustee to the Technology Trust Charity. To say he has his finger on the pulse of technology is an understatement. His insights into what we should expect in our homes and businesses in the future are truly thought provoking – as is his advice on how to harness current technology to make a workplace thrive.

In this session Dan will cover how digital is changing everything! How leading companies obsess about data, how it is captured, shared and visualised to drive real advantage and how Google’s obsession with data has helped it stay ahead!

NICKLAS BERGMANWill Robots Steal my Job? Visionary author of Surviving the Tech Storm, Nicklas has spent the last 20 years working as an entrepreneur and investor of emerging technologies. As a futurist and speaker he tries to understand where we are heading, and if society will be able to handle the upcoming Techstorm!

In his session he will focus on how the field of Robotics and Digitization will change everything! Starting with a brief history of how technology has changed our be-haviour and work in the past and sweeping right through to the coming years focusing on careers, employment and the labour market. Importantly Nicklas pro-vides advice on how to plan around this inevitable future from a personal and/or corporate perspective!

Big Ideas Speakers



Closing date is

4th March 2016

SSON IS NOW THE ONLY PLACE WITH 100% PRACTITIONER SPEAKERS

For the second year running, SSON has done away with ven-dors taking the stage to pitch their products and introduced an all practitioner led speaker faculty for our plenary and tracked sessions.

This means you’ll get access to a practitioner’s point of view every time you come to one of our events. Your time spent with us will be 100% more effective as you learn from peers about their experiences, lessons learned and their roadmap to success.

Technology and solution providers will still fill an important place at the event. SSO Week is dedicated to showcasing the best-in-breed most cutting edge technology however you, the delegate, is now in control, choosing which providers you want to meet and how exactly you learn from them.

Celebrate Your SuccessesThe European Shared Services & Outsourcing Week plays host to the Shared Services and Outsourcing Excellence Awards, your chance to celebrate yours and your teams achievements. This year the awards fall under the following categories:

• Best Shared Services Team• Best Process Improvement and

Innovation• Excellence in Transformation• Excellence in Culture Creation • Excellence in People and

Communications

To enter please visit our awards website

www.ssoweek.com/awards

Goodbye Onstage Sales Pitches

JOIN US FOR OUR 16TH EUROPEAN SHARED SERVICES & OUTSOURCING WEEKw w w. s s o w e e k . c o m • + 4 4 ( 0 ) 2 0 7 3 6 8 9 8 0 9 • e v e n t s @ s s o n e t w o r k . c o m

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WORKSHOP AShared Services 101: The Fundamentals of Designing, Building and Implementing a Shared Service CentreCritical to the success of a new shared service operation, is a clear purpose, a detailed business case, a gated approach and a focus on the people. This workshop will focus on the essential activities to plan, launch, stabilize and transform a new shared services or-ganization.• Establishing a clear purpose and vision• Conducting feasibility and cost analysis: Building a successful

business case and baseline• Implementing transformation• Identifying and retaining your top performers during times

of change • Change leadership – mastering the key to a successful trans-

formation• The top 10 must haves for SSC success!

Workshop Leader:Rakesh SanganiManaging Partner, Finance Transformation, Shared Services and OutsourcingProservartner

WORKSHOP BDriving Innovation and a Culture of Continuous Improvement Continuous Improvement is an integral part of the SSC/GBS jour-ney and as your center grows CI becomes harder and harder to achieve. This workshop discusses the following:• Using Lean to save $$ on your back office processes • Creating ongoing efficiencies and productivity within your

center• Building a continuous improvement culture• Setting KPIs that drive continuous improvement• What tools should you have in your CI toolkit?• How do you get a mandate to tackle end-to-end process,

what does the business case look like?• Incorporating CI teams within a shared services function

Workshop Leader:George Gabero,HR Solutions DirectorLevi-Strauss

WORKSHOP CMoving up the value chain –making effective data analytics happen within your SSC63% of SSCs claim that they are already using data analytics to im-prove their processes, whilst 75% of SSOs say business intelligence activities are ramping up either within their captive or outsourcing strategy. However, while there are some really innovative exam-ples of analytics, many SSC’s are having difficulty in articulating what a systematic approach to data analytics might look like, or indeed, why shared services should be leading the agenda for this activity. This workshop illustrates via some fantastic case-studies, how you can build a data analytics strategy within your SSC.• Using big data and analytics within the finance function• Big data to business reporting: Remaining close enough to

the business to manage the data• Creating a coherent strategy to develop a deep data culture

within your organisation• Linking the business partners, SSC and business units to get

one version of the truth

Workshop Leader:Ian HerbertDeputy Director, Centre for Global Sourcing and ServicesLoughborough University

Workshops TUESDAY, 24TH MAY 2016 08:30 –10:30

“Great value, definitely huge of amount of thoughts that I can take with me” Sr. Manager Financial Accounting SSC EMEA - Ingram Micro


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WORKSHOP DLeadership Transformation: Do you have the competencies for the Next Generation of Shared Services?The role of the shared services leader has changed dramatically over the last decade. Once exclusively responsible for transactional activities, today’s shared services leader must manage those tasks AND be a strategic visionary, helping their SSC increase value and manage risk whilst battling continuous technological change. This session delves into how you can develop the skills you need to lead your SSC or department to victory• Establishing your skills gap: Where do you need to improve?• Fast-track to better people related skills• The shifting facets of change leadership• How to upskills yourself quickly when it comes to strategic

planning and commercial acumen• Developing your partnering and relationship building capa-

bilities

WORKSHOP EA Guide to getting (and keeping) stakeholder engagement and commitment Whether you are setting up a shared service centre for the first time, integrating value-added activities or migrating to GBS, stakeholder engagement is absolutely crucial. Remaining relevant requires regular interaction with important stakeholder groups and a robust stakeholder engagement model enabling you to un-derstand and respond to legitimate stakeholder concerns. When setting up Pall Corporation’s SSC, former Managing Director Huw Chapman, learnt first hand the pressure to make change happen all in one go. However a staged approach was the more sensible route.

In this interactive workshop Huw explains how at Pall he worked with department head’s and statutory directors to align vision, pro-cess and then KPIs resulting in a smooth transformation within the shared service centre.

Workshop Leader:Huw ChapmanFormer Managing Director Pall Corporation

WORKSHOP FService Rehearsals: The secret weapon behind your shared service successIt has long been practice in many transformation programmes in-volving the introduction of technology to work through a standard sequence of unit, system, integration and user acceptance testing. However, one vital part is missing. And that is service rehearsal.

Making service rehearsals the final phase of preparation for any new shared service activity or function can provide huge advan-tages when it comes to training quality, staff awareness of sys-tems, process workability, refinement of user guides and customer service.

Typically the rehearsal involves running a large volume of transac-tions, in the form of phone calls, emails, and potentially face to face queries and issues from business users through a Shared Services Department or Service Centre. In other words it is running real life business issues prior to launch.

In this session, using a case study of his recent service rehearsal with a leading automotive company, shared services expert Peter Cablis, demonstrates how you can implement this under utilized technique within your shared services operation. This includes:• Planning and executing service rehearsals • Uncovering and reacting to improvement areas• Training and stakeholder management

Workshop Leader:Peter CablisFormer HR & Shared Service / Operations Consultant Jaguar Land Rover

“Very insightful, broadranged information”Partner, Premian B.V.

Workshops TUESDAY, 24TH MAY 2016 11:00 –13:00


KEY PRESENTATIONS INCLUDE:

Global Business Services are complicated. From mere definition to realisation, questions around what exactly a GBS organisation looks like and how an SSO makes the transition are plentiful. There are many fantastic examples of companies that have created enormous value via the model, P&G, American Express and Levi-Strauss to name a few, meanwhile there are others who have declared openly that GBS just isn’t for them and have some pretty powerful reasons why not! Therefore at this year’s GBS Evolutions forum, as well as giving some fantastic examples of how you can reach the peak of Global Business Services practice, we also expect a lively debate challenging the model. Has the GBS model delivered everything it promised? Would you do the same if you could have your time over again? Only by challenging the direction of GBS can you make sure its right for you.

The seniority of participants in the GBS Evolutions forum means that we tend to stick to interactive sessions in order to make the best possible use of the expertise in the room. Just some of the topics being discussed this year include, location, zero-based budgeting, big data as GBS biggest asset and robotics process automation.

INVITATION ONLY! - Request your invite at [email protected]

GBS Evolution Forum

TUESDAY 24TH MAY (15:45 - 16:45) WEDNESDAY 25TH MAY (14:00-16:50)

Case Study Hanesbrands Inc.The Next Generation of Finance Transformation: Integrating Working Capital Management and O2C to create a truly advanced GBS

Russell D’Souza, Vice President Global Financial Services, Hanesbrands Inc.

Best in class journey to GBS Customer Service at Mondelez: Migrations, transformation and creating a great place to work!

Jamel Ziani, O2C Global Lead and Customer Services Lead,Mondelez Business Services

Interactive Roundtable Has your GBS delivered everything it promised? Challenging the GBS Model

George Connell, Vice President Strategy – Finance Operations,Shell


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Main Conference Day OneTUESDAY, 24TH MAY 2016

12:45 Main conference registration opens & networking

13:30 SSON Opening Remarks

13:45 Opening Remarks from the Chairperson

Phil Whelan, Head of Sourcing and Transformation, BP

13:55 How Global Business Services are becoming Critical to Corporate StrategyThe agenda for SSC’s in 2016 is clear. No matter where you are in the maturity journey the destination is value-add and in particular how to improve alignment with the business strategy and growth agenda. Whether you are ready for commercialization, doing rad-ical new activities within a GBS structure or simply working to im-prove spend analytics it is clear that shared services are ready and capable of more than just cost-savings. In this key note session we showcase what one of the leading companies in this space are do-ing to add value, enabling you to benchmark and even accelerate your own progression

Session Speaker: Julie Harbert, Senior Vice President, Head of GBS and Shared Services Transformation, Royal Philips

14:35 Client Testimonial-Session hosted by WNS

15:05 People, Performance, Management, Systems: Why is Vodafone urging SSCs to go back to basics?Bobby Abraham is on a mission. After 15 years in SSO he’s noticed an all too familiar trend, the industry tendency to chase innova-tion but ignore the fundamentals which made the model a suc-cess. Leading one of the world’s most impressive and fastest grow-ing SSCs, Bobby noticed that as captives evolved and condensed through automation and productivity gains, the down-side being brushed under the carpet was a huge loss of knowledge, and dilu-tion of purpose.

If 20% head-count is lost to productivity and automation and a further 20% to attrition, no one is left to keep the basics in check, as market controls and regulations are only getting stricter, what exactly is the risk? This session explains why as other leaders chase novelty, Vodafone is going back to basics

Session Speaker: Bobby Abraham, Global Head of Finance Shared Service Centre and Executive Vice President, Vodafone

15:35 Afternoon Tea and Networking Break

16:05 Stream Sessions –Choose Your Top Challenge

“The SSC event to attend”Senior Director, Global Shared Services,

Smith & Nephew


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PLANNING AND LAUNCHING

All Aboard? What’s the best way to get stakeholder buy-in?What’s the quickest way to stop a proj-ect in its tracks? Not having the buy-in of the right people. Failing to gain stakeholder buy in when undertaking any form of change within an SSC is a sure fire recipe for failure. This session explores how Tarmac gained and kept the buy-in from all major stakeholders, helping to ensure stabilisation of their SSC after its establishment in 2013

Session Speaker:Andrew Parris, Director of Shared Services,Tarmac

DATA ANALYTICS

CASE STUDY: Delivering Decision Support and Data Analytics from a Shared Services CoEOver the last 4 years Pfizer have built an impressive decision support Centre of Excellence integrating business strate-gy and support, financial analysis, bud-geting and forecasting, management reporting and data validation to create some amazing results including cost-sav-ings, enhanced governance and process improvement. In this session Pfizer dis-cusses:• Enabling data accuracy via data

availability, reconciliation and root cause resolution

• Improving finance mobility via stan-dard reporting

• Outcomes both expected and un-expected

• Working relationships: How does the CoE work with shared services and finance

• Integrating technology to enable finance on demand

Session Speaker:Mandeep DhamiEuropean Decision Support CoE LeadPfizer

PROCESS EXCELLENCE AND CONTINUOUS

IMPROVEMENTHow to Generate a Continuous Im-provement Culture (and Why Your Employees will Thank You) Continuous improvement is a necessary part of the GBS journey as you chase the 1% and endeavor to include newer, more complex activities. Whilst it starts with great leadership, you can’t do this alone. This session discusses best prac-tice regarding creating a CI culture with-in your company that rewards and cel-ebrates employees for their contribution leading to a more engaged and proactive shared service centre

Session speaker:Paul TheakerExecutive General Manager, Global Financial Shared ServicesHitachi

TALENT AND HR

Creating an employee self-service system that worksThe ubiquity of the internet, combined with game-changing developments in technology, means that the time is ripe for self service to finally deliver• Overcoming cultural, behavioral

and technical challenges• How to create a good user experi-

ence • What are the best-practice software

as a service solutions that can help?• How to engender better user adop-

tion• Attacking challenges head on

Session Speaker:Andrea WalshHead of HR Shared Services EMEAYahoo

GBS EVOLUTIONS

ROUNDTABLE DISCUSSIONHas your GBS delivered everything it promised? Challenging the GBS ModelEveryone in this room has committed to a GBS model but now you have seen it from both sides there is value in chal-lenging it to see if continuing down this path makes sense.• Has your GBS achieved everything

you set out to?• What is the measure of success for

a GBS?• As an independent unit are you

too far removed from the organi-zation?

• What is the optimum hybrid bal-ance for a GBS

Roundtable Host:George ConnellVice President Strategy – Finance OperationsShell

Main Conference Day One continuedTUESDAY, 24TH MAY 2016

16:05 –16:35 STREAM SESSIONS


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PLANNING AND LAUNCHING

CASE STUDY:Want to achieve 30% operational cost reduction? Hear how DSM did it through First Time Right, Standard-ize and Simplify!• Setting all noses in one direction

to increase personal contribution (defining top down KPIs aligned with PPIs)

• Using a maturity framework to de-termine key improvement areas

• Embedding Lean Six Sigma and end-to-end processes to achieve 98% of SLAs and reduce duplica-tion by 80%

• Keeping attrition below 10%• Developing close partnerships with

customers via interrelated projects

Session Speaker:Devi KenckiGlobal Transformation ManagerDSM

DATA ANALYTICS

Building a Winning Case for your Data Analytics Strategy to gain Stronger Stakeholder Buy-in• Developing your value proposition

for data analytics implementations to gain stakeholder buy-in

• Demonstrating the potential of analytics implementations through small-scale projects that can enable results fast

• Establishing credibility and trust with stakeholders by developing an intelligent enterprise that works at speed

Kirk Bradley,Head of Shared Customer Service Operations, RSA Group

PROCESS EXCELLENCE AND CONTINUOUS

IMPROVEMENT

Translating Customer Insight into Process ExcellenceWhether internal or external the most advanced companies look at the custom-er first when redefining their processes. As SSC’s and GBS have 100% market share they often take their custom-ers for granted – however by aligning themselves with their customer needs they automatically align themselves with corporate direction and create infinitely more value:• Collecting customer feedback reg-

ularly and analyzing it for areas of improvement

• Creating a culture geared towards constant review and customer fo-cus

• Acting on results to redefine your process

Session Speaker:Andrzej Kinastowski, Global Continuous Improvement Program Manager, Lufthansa

TALENT AND HR

CASE STUDY: Turning a profit from your HR Shared Services Centre How do you improve employee experi-ence, get the buy-in of internal clients and create a profit? Just ask Al Tayer as that’s exactly what they’ve done with their HRSSC. Transforming their HRSCC into a business unit with direct P&L ac-countability and radical new service lines which in turn transformed overall em-ployee engagement.• Introducing HRSS service charge

into your organization• Driving change through your service

charge mechanism and customer centric mindset

• HRSS value add services

Session Speaker:Ehsan Shammasi,Head-HR Shared ServicesAl Tayer Group

GBS EVOLUTIONS

Best in class journey to GBS Custom-er Service at Mondelez: Migrations, transformation and creating a great place to work!Mondelez GBS is going through a rapid transformation away from cost-savings and towards creating a best-in-class op-erations. Working closely with their BPO and Robotics provider they are looking at some drastic productivity targets. This session discusses their journey, in-cluding:• Mondelez’s four-pillar model and

how it’s helping them create best in class operations

• Generating ultimate customer ser-vice through the CS curriculum

• GBS as a talent pipeline for the business

• Leveraging your BPO and Robotics transformation to achieve unseen productivity

Session Speaker:Jamel Ziani,O2C Global Lead and Customer Services LeadMondelez Business Services


16:35 –17:05 STREAM SESSIONS


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17:05 Big Ideas Speaker: Nicklas Bergman Entrepreneur, Tech investor and futurist - ‎ TechCast Technology Think Tank

Will Robots Steal my Job? This session will focus on how the field of Robotics and

Digitization will change everything! Starting with a brief history of how technology has changed our behaviour and work in the past and sweeping right through to the coming years focusing on careers, employment and the labour market. Importantly Nicklas provides advice on how to plan around this inevitable future from a personal and/or corporate perspective!

18:00 Chairman’s Closing Remarks

18:10 End of Day One

Awards Ceremony and Brazilian Fiesta

SSON’s Excellence Awards are the perfect opportunity to mark your team’s progress and achievements within the shared services and outsourcing world. In honor of the Rio Olympics this year we are celebrating with a Brazilian Fiesta, so get in the carnival spirit and party with your peers!



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08:00 Coffee and Registration

09:00 Chairman’s Opening Day Two Phil Whelan,

Head of Sourcing and Transformation, BP

09:10 C-Suite Panel Discussion: Transform your business strategy through the Voice of the Customer Whether we want to hear it or not there is nothing more valuable than honest and constructive feedback from our customers. In this session SSON has gathered together a C-Suite panel to talk candidly about what their shared ser-vice centre means to them. What is the most vital thing your SSC can do for the company? What has been the metric that has most impressed you to date? How do you see the role of the shared service centre evolving? All these question and more will be answered – if you have ever wondered how to get buy-in and contribute to cor-porate strategy, don’t miss this session!

Panelists:Maria Grigorova, Chief Financial Officer EMEA, Member of EMEA Management Board, Jones Lang La Salle

09:50 Overcoming Perceptions: Back Office Ser-vants to Crucial Business Partners – Swiss Re’s Revolutionary JourneyHow do you change perceptions within your organization as you move from the back office to value adding business partner? It’s not easy and can create disruption internally.

In 5 years Swiss Re’s GBS team has grown to be the 3rd largest in the Group, representing 16% of the company’s workforce. In 2015 they created 120 million of value (e.g. working capital) and reduced the run rate of the company by 80 million, in addition to meeting service agreements. The captives have generated an average of 8% productiv-ity per annum and attrition in India remains low at 10%. How did they achieve these results? Swiss Re chose rela-tionship building, organizational transformation and co-alition building as their foundation when creating their COEIn this session Ms Bovair discusses how Swiss Re’s GBS has now taken a strategic role in the business and is driving change through their data analytics hub, robotics auto-mation centre and global captive service locations. And how they never let a good crisis go to waste

Session Speaker: Vesta Bovair, Managing Director, Head Global Service Operations, Swiss Re

10:30 Morning Coffee and Networking

11:00 Interactive Discussion Groups

“It’s a great networking opportunity with peers, industry experts and third party providers”

Director of Business Transformation, Stryker

Main Conference Day TwoWEDNESDAY 25TH MAY 2016

Extracting Value from Big Data• Getting and calculating ROI from

Big Data • Working with the business to understand what

insight is needed • Best practice examples of Big Data creating se-

rious value!• What should you consider when working with

big data?

The Truth (And Myth) behind Robotics Process Automation• What are the pre-requisites for RPA: Scale and

Standarisation • How will Robotics challenge the BPO provider?• How do you build a business case for RPA in-

vestment?

Customer Experience Management: NPS, KPIs and SLA’s• Implementing NPS: Best practice and results• Actioning the results of your customer surveys:

How can they change the way your GBS is working?

• Internal and Reverse SLA’s: Helping your cus-tomer help you

Roundtable Host:John DickensHead of Finance OperationsBritish Gas

P2P Success: Creating impact through Global Process Ownership• How has the GPO model impacted P2P?• What are the KPI’s needed to transform P2P?• How do we create true end-to-end process

ownership and what’s the value?

Roundtable Host:Mark CollingeGlobal Process Owner P2PAkzoNobel

E F G H


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Main Conference Day Two continuedWEDNESDAY, 25TH MAY 2016

11:00 –13:00 INTERACTIVE DISCUSSION GROUPS

Revolutionising your Working Capital Management to contribute to company growth! • Utilising Order to Cash as a key component of

working capital • Creating visibility and transparency of your

working capital • Working with the business to ensure your

working capital management contributes to growth strategy

Roundtable Host:Russel D’SouzaVice President Global Financial ServicesHanesbrands Inc.

Are you ready to Evolve? SSC to GBS• Creating a path from shared services

to Global Business Services• Assessing whether you are ready to transition• Governance, scope and process organization• Best practice GBS Leadership

Roundtable Host:Gary SteadmanDirector Global Business ServicesThermo Fisher Scientific

Overcoming Challenges within Standarization and Centralization• Establishing best practice when it comes to

standardizing your processes: How do you achieve increased productivity and accuracy?

• What’s the best way to prepare your business for process migration?

• Getting your processes ready for automation

Roundtable Host:Sunny KalerShared Services ManagerSegro

Digital Transformation: Why you’d be a fool to ignore it• How can shared services support the business’

digital transformation?• How will digital transformation change the

way your SSC operates?• Identifying what role Big Data plays within DT

A B C D

During this part of the summit, delegates will be sorted into groups of 15 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select three topics and will rotate between their choices every 40 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, guaranteeing a perfectly tailored experience

Interactive Discussion Groups – 3 Choices

Take bigger steps. Move faster. Have an easier time doing it. How? Effective performance management • What are the 5 easiest steps you can take to

improve your ability to drive shared services benefits?

• Focus to move faster: Which are the most ef-fective methods for rationalizing your KPI’s?

• How best can you deliver the insight required to drive performance decisions to the fingertips of the people who need it?

Roundtable Host:Grant FarrellManaging PartnerThames Transformation

Leading us into the New World: Leadership Competencies for a Changing SSC• What is the profile of a modern shared services

leader?• Change leadership, commercial acumen, rela-

tionship building: What are the necessary skills needed to develop future and current leaders?

• Identifying and growing leaders• How will leadership change as your SSC goes

from transactional to value-add?

Roundtable Host:Debbie MaitlandGlobal Talent ManagerLubrizol

Building a case for advanced tax and accounting compliance in your SSCTax and accounting functions are under increasing pressure to add more value to the business – to move from being a cost centre to creating serious profits. Centralising functions such as VAT compliance, statu-tory reporting and transfer pricing documentation in a shared service centre can deliver significant bene-fits by automating routine data management and reporting processes. This roundtable discusses the unexpected benefits centralisation of such a function can provide and discusses how you can get the buy-in from stakeholders across the business

Roundtable Host:Andrew HayGlobal Head of Statutory ReportingThomson Reuters

Onshore vs. Offshore: Which location will propel your SSC plans forward? (and which will only hold you back)• Does the demand for value play to onshore

strengths?• How are rising wages and talent war in tradi-

tional locations affecting decisions?• Which are the frontier locations and tier 2 or 3

cities you should be considering?• Should Robotics and automation be a factor in

your next location decision?

M N O P


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During this part of the summit, delegates will be sorted into groups of 15 to take part in interactive discussions around the topics below. Delegates will get the opportunity to select three topics and will rotate between their choices every 40 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, guaranteeing a perfectly tailored experience

Interactive Discussion Groups – 3 Choices


11:00 –13:00 INTERACTIVE DISCUSSION GROUPS

5 Things You Should Never Say Whilst Negotiating• How to ensure your outsourced partner is cre-

ating value for you• Growing with your vendor• Developing a negotiating team• What is the best way to strategise and plan• Assessing vendor competencies

Roundtable Host:Srini Krishna,Director Outsourcing Strategy & EconomicsMicrosoft Finance

Achieving Finance Process Excellence through Enabling Technologies• Creating a roadmap from vision to delivery• Automation through multiple best of breeds vs.

end to end single solutions• How do I prioritize what to automate?• Success in implementation and roll-out

Roundtable Host:Wojciech KrygowskiDirector, Global Finance OperationsRockwell Automation

Governance for SSC – what is the right model?• What is the right governance model for SSO?

Where should SSO report to?• Working with your clients on strategic future

and actual problems• Role of SLAs and KPIs in good governance

Roundtable Host:Irina ChernousenkoFormer, Director, Shared Services TransformationCoca-Cola Services

Recruitment, Retention and Turnover: Winning strategies to retain your most important asset• Setting expectations: How much attrition

should you plan for?• Creating links with educational establishments

to create a talent pipeline• Improving retention by recruiting the right peo-

ple and developing paths to keep them

Roundtable Host:Gary ThompsonProgramme Director Banking Operations and Shared Services, National Bank of Abu Dhabi

I J K L

HRF&A MULTI-FUNCTION PUBLIC SECTOR GBS EVOLUTIONS


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14:00 – 14:30 FUNCTIONAL FAST TRACKS BEGIN

CASE STUDY: Western Union Creating a Modern Finance Function: A story of Migration, Reconciliation and excellence in Change ManagementCarroll’s time at WU has been dominat-ed by change. Migration of global AP to Lithuania resulting in 25% cost reduction and global implementation of reconcilia-tion software to 400 users covering 250 entities are just two of the huge transfor-mation projects he has been responsible for. In this session he explains how he led these change management initiatives, bringing stakeholder and steering com-mittees along for the journey and adding value through business partnering

Session Speaker:Shay Carroll, Accounting Director, Global Settlement and Accounting Solutions, Western Union EMEA-APAC

PANEL DISCUSSION:Automation, Globalisation and Digitization: How can Shared Services adapt to the Future WorkforceThe shared service market is transform-ing right before our eyes, ignore it at your peril! Automation, Robotics, Digitization – these things are happening right now and are transforming how HR depart-ments recruit, the talent required and what’s possible within the scope of the department. In this session we discuss:• How will automation impact the

GBS workforce?• Gut or gigabytes: Should we really

be making talent decisions based on data?

• How can we exploit digital and mo-bile tools to result in a more global workforce?

Panelists:Janak MehtaGroup Head of HR ModernisationBP

PANEL DISCUSSION: Spoiler Alert! Why people fail at GBSThe benefits of Global Business Services are well documented; standardised end-to-end processes, employee empower-ment, improved global governance to name a few. However transitioning to this model can be both time consuming and expensive. Hear from a panel of ex-perts on their GBS transformation, what they would have done differently and any near-misses, ensuring that when you make the decision to transition to GBS it will be nothing short of a roaring success.• 5 top secrets of true GBS success• Key pitfalls to avoid when moving

from SSC to GBS• Leadership and staffing• Managing multiple stakeholders

Panelists:Christina CrowleyVice President, Global Business ServicesEMC

Milosz AleksanderVice President, Head of Global Shared ServicesTate and Lyle

CASE STUDY:Best Practice in Health Business Services: Success through PeopleThis session explores how the Health Ser-vices Executive (HSE) have approached the development of a shared service function, reorganising the national health system during one of the worst periods of financial austerity. Their suc-cess is attributed to:• Overcoming the idiosyncrasies of

public sector shared services• Creating the right business model:

How do we position public sector SSCs to get the right buy-in, talent and brand

• Using business relationship manag-ers

• Implementing the right charging models

Session Speaker:Jane CarolanNational DirectorHealth Business Service

INTERACTIVE ROUNDTABLE: Big Data as GBS’ Big Asset: How are you leveraging it?There isn’t a decision being made in boardrooms today that hasn’t been shaped at some stage by data. However the journey is far from over; there is a lot GBS can learn from how Big Data is be-ing used to make big decisions and their impact on profitability. This interactive roundtable is an opportunity to bench-mark how other GBS users are creating insight that is propelling their company to victory and explore how you can work with your executive board to understand the decisions they’ll be making and what insight you can garner to support them

13:00 –14:00 NETWORKING LUNCH AND TECHNOLOGY CUBE DEMONSTRATIONS



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14:30 – 15:00 FUNCTIONAL FAST TRACKS

Visibility, Compliance and Control: How RSA created measurable value through Reconciliation Reconciliations are an essential part of the financial close process. Improperly done they can create havoc however as RSA found, when managed correctly they can create unexpected value that stretches well beyond the SSC. In this session RSA will discuss how their need for standardi-sation across a large number and diverse multinational operations drove their imple-mentation of Blackline’s Modern Finance solution. This in turn enabled complete compliance with central policies, reduction in the risk of error from manual rote tasks and consistent reporting. The solution has given RSA visibility, improved compliance and auditability across the business and the close period. Join this session to learn how RSA implemented this modern au-tomation software and ideas on how you might adapt your reconciliation process to engender similar results

Speaker:Kostas KizilisHead of Financial ControlGroup Corporate CentreRSA Group

CASE STUDYTransforming Bayer: A HR operations perspective • Enabling transformation through

functional and process excellence: Applying a lean six sigma mindset

• Engaging as part of an integrated operating model

• Performing service delivery, service development and HR Consulting

• Managing a global project and product portfolio

Session Speaker:Dr Karsten HoyerManaging Director, Head of HR Shared ServicesBayer

Aligning Visions from SSC to CEO: Heathrow’s journey to bottom-line value and employee engagementDo your shared service center employees know what their CEOs vision and direc-tion is? and do their own roles clearly support those objectives? Heathrow’s do and it is what has helped them jump to “2 star” accreditation from “One to watch” with Best Companies in just one year. In this session Alasdair explains how Heathrow’s SSC has been able to deliver bottom-line growth whilst truly motivating employees to fulfill their jobs to the highest of their ability through aspirational targets and employee engagement

Alasdair GlenHead of Operations, Business Support CentreHeathrow

Session Reserved for:Hilary Murphy-Fagan CEO, National Shared Services OfficeDepartment of Public Expenditure and Reform Ireland

ESSA: Assessing where automation can add value to your businessThe benefits of ESSA (Eliminate, Simplify, Standardise, Automate) are well known, but how often do we re-visit this advice when assessing new activities within our GBS. Automation is the buzz word du jour but ensuring we are automating the right activities, and have done rigorous due diligence prior to automation is es-sential. This session discusses how to se-lect and prepare your processes to make sure automation can achieve everything you want it to

Session Speaker:Sandeep KulkarniSenior GM & Head of Global Delivery Centre, Tata Motors Group

SSON Excellence Awards Winner




21

What can Payroll Analytics tell you about your company? Productivity, Fraud and Radical Savings-Turning payroll data into a source of valuable information about your com-pany• Monitoring, compliance and report-

ing • Demonstrating annual improve-

ments• Effective fraud detection• Anaysing productivity via payroll

data: What does this tell you?

Session speaker:Jana SkottovaDirector European Shared ServiceseBay

We Can Rule the World: Training People who can Lead across bordersRecruiting leaders within shared services can be a challenge but finding people who can manage across cultures and borders amplifies the challenge consid-erably • Finding leaders who can work on a

global matrix• Training people who can coach and

empower others cross-culturally• Retaining the staff you have trained

Session Speaker:Kari Lamont Director, Global Business Process Services and EMEA Shared Services Centre HeadMcCormick Shared Services

Global Process Owners: Are you Winning the fight for Accountability and Governance?Internal politics are no joke when it comes to creating end-to-end process-es that work. This session debates the touchy subject of governance. What is best practice when it comes to deciding responsibility and accountability and how do you ensure all sides live up to their side of the bargain without any fight’s breaking out!

Session Speaker:Anton BloklandVice President Global Business Service FinanceArla Foods

SSON AWARDS WINNERS CASE STUDYHow Shared Services can save you mon-ey and improve customer satisfaction• Setting expectations: How MFSSC

set expectations for what service will/would mean to the customer and highlighting the key differences from the “as is” service to the “to be”.

• Culture Change and its impact: How to approach a challenging culture, risks, tools and ways to mitigate

• Saving through maturity: Using a Target Operating Model to advise customers on projected savings. Re-alising savings as service levels mature and resilience is embedded

• Getting the communications right: How delivery and distribution is key to customer satisfaction being realised

Sarah Copley-HirstHead of Multi Force Shared ServicesCheshire Constabulary – Cheshire Police

Michael DrummondCommercial Development ManagerCheshire Constabulary – Cheshire Police

CASE STUDY HANESBRANDSThe Next Generation of Finance Transformation: Integrating Working Capital Management and O2C to create a truly advanced GBSHanesbrands’ operate under a com-plex network of world-wide offices and lengthy supply-chains, making their glob-al finance transformation and its enter-prise-wide, integrated working capital management approach even more ad-mirable. The evolution of the company’s order-to-cash (O2C) processes and their development of working capital capabili-ties have taken their GBS to new heights and created a growth strategy which the wider business is really responding to. Now they are looking at working even more closely with the treasury team to see just how far their GBS can go! In this session Russell explains in detail how they made the change, the challenges overcome and the impact on both the GBS and wider-business

Session Speaker:Russell D’SouzaVice President Global Financial ServicesHanesbrands Inc.





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Taking Compliance from 30-90% This session demonstrates how the SSC of the merged Dixons Carphone took compliance from 30 to 90%. Trans-forming archaic technology and messy systems through P-Card, managed spend and standardization

Session Speaker:Helen Harris, Head of P2P Operational Efficiency, Dixons Carphone

CASE STUDYAuthentic Leadership: Improving employee engagement despite a 20% headcount reductionIn the past year the Post Office has gone through a huge transformation, centralis-ing their finance, HR and Contact Centre teams within their SSC. Despite a 20% reduction in head-count, leaders at the SSC amazingly managed to increase em-ployee engagement. Joe Connordemonstrates how this was achieved through:• Authentic and visible leadership• Openness and transparency• Tailored motivation

Session Speaker:Joe ConnorHead of HR Shared ServicesPost Office

Effective Workforce Management: Gaining competitive advantage and solving all your future problems • Getting started – what problems are

we trying to solve?• Identification of critical skills re-

quired for executing business plans• Cross enterprise visibility of hiring

plans – skills and volume in key markets

• Gaining visibility of corporate func-tions on what will be required to meet business objectives – example; real estate planning, staffing and re-cruiting, training and development

• Creating a platform for establishing multi-year talent planning

Session Speaker:John WalshChief Financial OfficerFidelity Shared Services

INTERACTIVE ROUNDTABLE – Key Challenges in the SSC Public Sector The remaining portion of this session will take the form of an interactive roundta-ble discussions – where you will discuss in smaller groups the following three key topics:• Getting buy-in for technology pur-

chase and transformation • Creating a watertight governance

and compliance strategy • What are the right metrics and KPIs

to use to drive process improvement and steer growth

The remaining portion of discussion in this room will take the form of an Inter-active Brainweave where participants will unravel solutions to the following chal-lenges amongst others:• Robotics Process Automation• Identifying the Future of GBS• How can an outsourced provider

continue to add value now wage arbitrage has diminished?

15:30 NETWORKING BREAK AND AFTERNOON TEA




23


16:50 PANEL DISCUSSION “In God We Trust, all others must bring Data”: Leading your

business to victory through Data Analytics

So you’ve cleansed your data, implemented robust MDM and purchased the platforms and software you need, but how do you ensure that the analytics you’re generating is creating real value to the business? How do you turn historical reporting into business intelligence that will redefine company direction for year’s to come?Working with the business to ensure you’re asking the right questionsVisualising your results: Finding relevance, communicating concepts and presenting your data in the most effective wayCreating an action plan to respond quickly to business intelligence

Panelists:Caroline Lonergan, Executive Director, Head of Global Financial Services EMEA, Merck

Roland Pac, Head of Global Finance Services Poland, CFO Global Hub Europe, RBS

Paul Raine, Vice President Operations and Logistics, ACN

17:30 Big Ideas Speaker: Dan Cobley,Co-Founder and CEO, Brightbridge Ventures - Former MD UK and Ireland, Google

How Digital is Changing Everything! Google’s obsession with DataIn this session Dan will cover how digital is changing everything! How leading companies obsess about data, how it is captured, shared and visualised to drive real advantage and how Google’s obsession with data has helped it stay ahead!

18:30 Closing Remarks From Chairman

18:40 End Of Conference and Start of Cocktails

“Great experience and knowledge sharing that can be implemented 1:1 in any company model”

Sr. Manager Financial Accounting SSC EMEA, Ingram Micro


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Main Conference Day ThreeTHURSDAY, 26TH MAY 2016

08.30 Coffee & Registration

09.00 Chairman’s Opening Day Three

09.10 PANEL DISCUSSION Is it time for a Makeover? Adapting your

Operating Model for Value Add Activities Now that SSO has moved beyond cost arbitrage it is vi-tal to re-examine if your operating model is right for the advanced activities you’re now providing; this session de-bates exactly that:• Getting the balance right: Creating bespoke activi-

ties whilst maintaining cost arbitrage• End-to-end process and GPOs: How do these attri-

butes help us create value?• How do we measure value and demonstrate it back

to the business?• In-house vs. outsourced when considering val-

ue-added activities• How do you price value added work?

Panelists:Punnika Kharas, Exec Vice President, Global Business Process Outsourcing and Sourcing, Wolters Kluwer

Mike Ward, Senior Director Finance, Global Shared Services, Cisco Systems

John Walsh, Chief Financial Officer, Fidelity Shared Services

Mark Burrows, Group Head of Shared Services, Amec Foster Wheeler

10:00 Client Testimonial 10.30 Benchmarking through Visual Analytics:

Compare your journey against the Eu-ropean Shared Services & Outsourcing Landscape

Integrating proprietary data from SSON’s 100K+ global membership and publically sourced data, SSON’s Global Analytics Centre Dart Institute has produced a visual ana-lytics workbook of European Shared Services & Outsourc-ing data. This session will interrogate the data live as you navigate the landscape of shared services & outsourcing in Europe, with detailed findings

on location, function, maturity, industry sector and city-level insights into graduate talent pools and aver-age starting salaries across emerging and more saturated hotspots.

Emma Beaumont, Managing Director, Global Strategy and Analytics, SSON and Data Analytics Research & Technology (DART) Institute

10:45 GBS CASE STUDY: Combining Global Business Services transformation with creating customer experience excellence • Examining Eli Lilly’s evolution from finance shared

services to world leading Global Business Solutions• How vision and focus on customer centricity drove

the strategic direction of the centre from inception• Driving success through an engaged and passionate

workforce with a common purpose built on a strong foundation of compliance, standardistion of process and ERP platform

• Identifying the needs/ living the Customer Experi-ence principles of care, trust, ease to work with and instilling this at all layers of the organization

Session speaker: Kay Flynn, Senior Director Global Business Solutions, Eli Lilly and Company

11:15 Morning Coffee and Networking Break

11:45 Streamed Sessions Begin: Maturity

“It is just a great event. From start till end - very well organised!”

EMEA HR Shared Services Manager,Dow Corning Europe

PLANNING AND LAUNCHING (0-3 YEARS) INTERMEDIATE (3-6 YEARS) VALUE-ADD 6+ YEARS


26

STREAMED SESSIONS 11:45 – 12:15

Getting it Right First Time: Standardisation and Centralisation • Establishing best practice when it comes to standardizing

your processes: How do you achieve increased productivity and accuracy?

• Design and build your plan• Preparing the business for process migration • Workflow, ERP, Scanning: Best practice tools to support your

standardisation• Embedding standardisation through multi-functional shared

services• Success Breeds Success: Demonstrating additional efficien-

cies achieved by standardizing processes

Session Speaker:Paul BryanhillEMEA Shared Services ManagerLloyd’s Register

Help I’ve Created A Monster! Remaining Agile and Flexible as you take on more services As Shared Services move up the value chain they are being asked to take on more complex activities and more bespoke services necessitating new staff, processes and technology. How do you avoid your SSC becoming a tangled, complicated mess?• Establishing robust governance and programme manage-

ment • Building a strong engagement with the business unit to un-

derstand needs and requirements and build growth plans • The importance of establishing proper ownership of all new

activities from partner engagement to day to day activates• Managing bespoke value-add projects (e.g. robotics)• Retaining the ability to scale up and down• Building industry insight to better manage trends and risk

Session Speaker:Salvatore RussoHead of Strategy and EngagementVodafone Shared Services

Applying the shared services model to strategic business activities: Risk Management within Shared ServicesSSC are used to standardizing and centralizing non-core transac-tional activities, but what happens when you apply the model to something as business critical as risk management. Danske Bank’s experience of bringing risk management into a global workforce set-up will open your mind to possibilities of how your SSC can be expanded• Advanced credit risk modelling in a global workforce setup • Examining the pitfalls, opportunities and benefits • Establishing a global culture and collaboration mindset

Session Speaker:Niels Krabbe, First Vice President, Head of Model Performance, Danske Bank

Main Conference Day Three continuedTHURSDAY, 26TH MAY 2016

PLANNING AND LAUNCHING (0-3 YEARS) INTERMEDIATE (3-6 YEARS) VALUE-ADD 6+ YEARS


27

STREAMED SESSIONS 12:15 – 12:45

Why Culture Creation beats strategy every time!Top performing companies know that even the best business strat-egy, product or service means nothing without the right talent to execute it. That’s why the ability to recognize and cultivate attri-butes critical to a high-performing company culture, is imperative. • Is a shared service center culture truly different from that of

the organization that it serves?• What are some of the characteristics of a high performing

culture?• Recognising the talent requirements to help create the cul-

ture you require• Using onboarding and recruitment to embed that culture

Session speaker:Jack ShreyhaneHead of Finance Shared ServicesBoots UK

Leading us into the New World: Leadership Competencies for a Changing SSCWhereas once the SSC Leader was responsible for transactional activities, today’s SSC leader must continue to manage those tasks and be a strategic visionary, helping their organization seize op-portunities for value-add and risk prevention. Change leadership, commercial acumen and relationship building; this session discuss-es the skills and abilities that will best equip leaders for the next generation of SSCs

Session Speaker:Petrina TinneyDirector of Shared Services and Supply ChainEircom

Leverage Typical Shared Services Competencies and Then Throw Them All Out the Door – Shared Services 2.0We all know how much effort goes in to conceptualize, build and operationalize a shared services, specially involving multiple functions. Once you have juiced the benefits of standardization, productivity, best practice sharing, analytics, synergies and related benefits…what’s next? Enter SSO 2.0! Everyone has a different context thus a different definition of 2.0. Reliance’s SSO decided to stay ahead by aggressive automation and leveraging the corefunctions / business domain knowledge to further digitalize. Hence they started dismantling the overall structure of shared services to tap in to another reservoir and further unlock the hidden value. Ahoy Shared services 2.0!

Session speaker:Piyush GuptaSenior Executive Vice President, Business Transformation, Head Shared ServicesReliance

Main Conference Day Three continuedTHURSDAY, 26TH MAY 2016


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Post Conference Site Tours

Keep checking back as we will be adding more information on timings and content in the coming weeks!

12:45 Reducing Month Close by 60%: What can you learn from DSM’s rapid Robotics Transformation?• Business Case to Implementation in just 3 months• Reducing manual tasks by 80-90%• What are the prerequisites for starting a robotics journey?

How did DSM pick • which processes to automate?• Using Robotics Process Automation to create the next level of

efficiency• Working with IT to ensure the transition is smooth

Session Speaker: Theo de Haas, Global Enterprise Information Director, DSM

13:30 The Winner Takes It All Prize Giveaway

13:45 Chairman’s Close of Conference

14:35 Lunch

15:35 Post Conference Site Tours One of the most beneficial - and popular - offerings we provide

at our SS&O Week is the opportunity to get up close and personal with the sharedservices operations at some of the most well-known companies today. Benchmark your own centre (or your planned centre) while you’re on the tour and take away meaningful ideas to implement at your own SSC!

Meet the SS&O Week Europe Team

THE PROGRAMMESally Fletcher,

SS&O Week Europe, Director

[email protected]

SPONSORSHIP OPPORTUNITIES

Sean McVeigh,

Global Business Development Director

[email protected]

Crispin Glover,

Sponsorship Manager, Europe

[email protected]

Katie McBride,


[email protected]

Jacqueline McBeth,


[email protected]

DELEGATE PASSES

Christopher Wagland,

Senior Campaign Manager

[email protected]

MARKETING & PRESS

Veronica Araujo,

SSON EuropeanMarketing Director

[email protected]

ONLINE CONTENT

Barbara Hodge,

SSON Content Editor

[email protected]

Tobi Brennan,

SSON Marketing Manager

[email protected]

“It’s a great networking opportunity with peers, industry experts and third party providers”

Director of Business Transformation, Stryker

Main Conference Three continuedTHURSDAY, 26TH MAY 2016


THOUGHT LEADERSHIP• Focus Group Lead• Private 1-1 Meetings• Plenary Session/ Client Testimonial• Client Session On Track• Chairing Role During Conference• Panel Session• Industry Focused Round Table• Customised opportunities to demonstrate

your knowledge and experience• Technology Dome

Sponsorship opportunitiesBecome a sponsor and discover the powerful benefits of partnering with the SSO marketCall on +44 (0) 207 368 9300 or email [email protected] to find out more about each package

NETWORKING OPPORTUNITIES• Panelist• Gala Dinner Host• Sponsored Drinks Reception• Lunch Sponsor• Breakfast Sponsor• Pre-Conference Welcome Drinks• Private Dinner• Private Lunch• Drinks After-Party

BRAND AWARENESS• Reception• Welcome Banner• Floor Decals• Show Bag• Business Center• Room Drops• Collateral Distribution• Daily Dish Digital Newsletter• Lanyards• Delegate Bags• Sponsored Pads and Pens For All Attendees• Water Bottles• Internet Pods• Badge and Registration Sponsor• Mobile App• Premium Signage• Customised opportunities to ensure your

company is constantly ‘front of mind’ throughout the event

1-2-1 MEETINGS• Pre-arranged scheduled meetings with

decision makers looking for your solution• Access to profiling information on their

challenges and investment priorities to strengthen your business case


30

Adra Match

Adra develops and markets reconciliation software for a smarter Month-End Close Process. With 25 years’ experience in providing software for the au-tomation of the Month-End Close Process, Adra is a market leader with 3000 customers. Reconciliation software helps accounting and finance teams to work smarter and quicker, with better control and accuracy. The solutions streamline and standardise accounts departments and give them an overview of the company’s balancing process at all times.

Adra supports all organisations across all sectors by automating the Financial close process, this effec-tively meets both external legislative demands and internal business demands and alleviates tedious time consuming tasks thus allowing financial teams to focus on more important business issues.

Adra has an origin in Scandinavia just like many other financial software companies like Axapta, Navision, IBS, IFS, Jeeves and Visma and today we serve customers in more than 30 countries around the world. Among our 3,000 customers are Hertz, GE Capital, Old Mutual, IKEA and Telenor. http://www.adra.com/

Ariba

Ariba is the world’s business commerce network - combining industry-leading cloud-based applications with the world’s largest Internet-based trading com-munity to help companies discover and collaborate with a global network of partners. Businesses of all sizes use the Ariba® Network to buy, sell and manage their cash more efficiently and effectively than ever before. www.ariba.com

BlackLine

BlackLine is the leader in Enhanced Finance Controls and Automation software and the only provider

today offering a completely integrated cloud plat-form—built from a single code base that supports the entire record-to-report process, as well as a host of other key accounting and financial process-es. BlackLine’s Finance Controls and Automation Platform increases business efficiency and visibility, while ensuring the highest degree of balance sheet integrity.

Delivered through a scalable and highly secure cloud model, BlackLine empowers more than 900 global companies to reduce the time and resources required to execute month-end closing with unpar-alleled accuracy, fueling confidence throughout the entire accounting cycle. With more than 150,000 users in over 100 countries, BlackLine complements existing Corporate Performance Management (CPM), Governance Risk and Compliance (GRC) and Enterprise Resource Planning (ERP) systems.

Although BlackLine is ERP-agnostic, the BlackLine Financial Close Suite for SAP® Solutions is an SAP-en-dorsed business solution – joining the ranks of fewer than 40 other software offerings globally that are en-dorsed by the enterprise application software leader. BlackLine also is an SAP Gold Partner. Company head-quarters are in Los Angeles, with offices in Atlanta, Chi-cago, London, Melbourne, New York City and Sydney. For more information, please visit www.blackline.com. www.blackline.com

OFF IC IAL TRANSLATION PARTNER

Capita Translation and Interpreting

Capita Translation and Interpreting (Capita TI) pro-vides a comprehensive range of language and lo-calisation services, such as website translation, in-terpreting, human translation, machine translation, proofreading and transcription.

Our success is built on a combination of tradition-al translation methods, innovative technology and a clear focus on quality. Capita TI can support new customers and existing clients with a wide range of services, built on an evolving mix of time-tested

translation methods and emerging technology.Our services enable clients with an international

reach to deliver their key messages on a truly global scale.www.capitatranslationinterpreting.com

Chrome River

Chrome River provides expense reporting and sup-plier invoice automation solutions that increase operational efficiency and drive down costs. The service combines the latest enterprise and mobile technologies with a team of industry-leading im-plementation and support experts. This service is configurable to meet the needs of organisations worldwide with complex expense management poli-cies and collaborative approval processes and quickly solves the many issues of expense and invoice intake, compliance, routing, approvals and financial system integration. Additional information about Chrome River and its solutions can be obtained by phone at 001.888.781.0088 or by visiting the company web-site at http://www.chromeriver.com.

CINDE – Costa Rican Investment Promotion

Agency

Costa Rica is ranked as the #1 destination to set up a Global Business Center in Latin America according to Tholons. Over 250 high tech multinational com-panies recognize this and execute +70 complex busi-ness functions to serve the Americas and the world. The country offers an exceptionally talented and multilingual workforce that has the highest English skills in the region boosted by a strong educational system ranked #1 in Latin America and #21 in the world. A collaborative academia and the most com-petitive tax incentives, make Costa Rica your leading destination for value added services. Visit www.cin-de.org to learn more!www.cinde.org

Department of Commerce, Jiangsu Provincial Government

Department of Commerce of Jiangsu Province is a functional department of the Jiangsu Provincial Gov-ernment, China. The major missions and functions of the department involve administration of domes-tic and foreign trade, international economic coop-eration including supervision, regulation, coordina-tion, administration of provincial market system and operation, all development zones, import and export trade, fair trade and industry injury investigation, foreign investment and outward investment, service outsourcing and overseas economic representatives.

Department of Commerce is committed to fulfill the missions and to provide services to the develop-ment of Jiangsu commerce. Jiangsu Province has be-gun to press forward on service outsourcing indus-try since 2007. It is being in the leading position in China. Jiangsu province offshore execution amounts to 17.47 billion US Dollars in 2014, accounting for about one third of the China, twelfth of the world. Since 2015, Jiangsu service outsourcing industry has been developing stably and its proportion in China further growing up.www.jiangsudoc.gov.cn/en/

Hanse Orga Group

The Hanse Orga Group is an umbrella brand for the companies Hanse Orga, cogon, and SymQ. The three companies unite their strengths to form a unique one-stop shop for customers seeking highly efficient financial software and consultancy. With their holis-tic approach they deliver a comprehensive range of key tools to meet the individual corporate require-ments for optimizing financial processes:

• SAP-integrated finance software for higher levels of automation and efficiency – Hanse Orga

• ERP-independent solutions for best results in

Thank you to our Sponsors & Exhibitors


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corporate finance – cogon • SAP Treasury consulting for unveiling the

hidden treasurers in the SAP standard appli-cations - SymQ

At the core of our business activities are specialized technology and consulting for the areas of accounts reconciliation, cash management and liquidity plan-ning, treasury management, risk management, payments (payment factory), bank communication, working capital management and electronic bank account management.www.hanseorga-group.com

Hungarian Investment Promotion Agency

(HIPA)

Hungarian Investment Promotion Agency (HIPA) is the professional government organisation with the goal to promote investment in Hungary.

HIPA provides information in a one-stop shop system about the Hungarian business environment, the domestically-financed and European Union co-fi-nanced programs and funding opportunities. It of-fers its tailor-made project management services to investors free of charge.

HIPA recommends investment locations, organises site and reference visits, B2B events and meetings with experts. Upon request HIPA helps to identify and find suppliers. The Agency is also actively in-volved in the preparation of government support of investments.

Furthermore HIPA organises international events to promote investments in Hungary and welcomes business delegations from all around the world. It handles its own project portfolio (Hungarian Invest-ment Projects – HIP) certified by experts that con-tains projects awaiting foreign capital input. It also promotes re-investment of companies being already present in Hungary.

Through its work HIPA has contributed to the fact that FDI Magazine belonging to the Financial Times Group, has chosen Budapest, the capital of Hungary, as the most attractive city in terms of capital invest-

ment in Eastern Europe, and that in Hungary cur-rently there are about 90 service centres employing around 34 thousand people.http://hipa.hu/

Ìzmir Development Agency (IZKA)

Ìzmir Development Agency (IZKA) is a government organization, responsible for economic and social development, along with the promotion of the city of Ìzmir. IZKA acts as a one-stop-shop for investors aiming to increase their competitive edge and open their businesses to new markets by investing in Ìzmir. We serve investors as “free of charge consultants” and we deal with all the issues during their invest-ment process.

Ìzmir is the “smartest” choice for your next BPO & TAC project, offering a rare but a great match as an investment location: High quality and cost friend-ly living environment! We are here to find the most valuable choice for your company and actualize your investment plans in Ìzmir…Website: www.investinizmir.com

New Zealand Trade & Enterprise

New Zealand Trade and Enterprise (NZTE) is the New Zealand Government’s international business devel-opment agency. Part of NZTE’s mandate is helping potential investors find and take advantage of op-portunities in New Zealand. We can help investors:

• Relocate a business to New Zealand• Establish greenfield operations• Invest in and work with New Zealand

companies in global ventures.New Zealand’s shared services sector offers inves-

tors a competitive environment in which to do busi-ness, accompanied by a favourable time zone and access to a skilled and educated workforce. A num-ber of contact centre operations, both in-house and

outsourced, are already capitalising on the county’s cost competitiveness, stable work force, low-risk and flexible business models.www.nzte.govt.nz/en/invest/

OnGuard

We help O2C and AR teams globally to work smarter through our solutions.

OnGuard is one of the leaders in credit manage-ment software. AR and O2C managers turn to us since they face the challenge of their team not hav-ing a clear, automated and intelligent approach to their daily work, and they lack reporting capability to find the improvement points. Shared Serivce Di-rectors and CFO’s turn to us because they are faced with finding balance between meeting their DSO and working capital targets one hand, yet need to focus on quality and service at the same time. We’re also helping companies who are concerned their current solution may longer be adequate and need specialised solutions, replacing cumbersome legacy systems.

Key returns of our solution are a DSO reduction up to 30% in the first year, increased productivity per headcount, up to 50% more time spent with ac-tual contact and up to 30% decrease in outstanding invoices.

Come to our stand and find out why customers such as Cargill, BMW, Sodexo and Carlson Wagonlit choose us.www.onguard.com

Proservartner

Proservartner is a boutique management consultan-cy that partners with organisations to provide inde-pendent advice, discovery, guidance and implemen-tation support.

We provide strategic support and benchmarking across the finance, HR, procurement and IT func-tions; we enable organisations to develop captive shared services, hybrid models, joint ventures and to

outsource; we architect business processes to resolve business issues leveraging best in class techniques; and we deliver complex projects and programmes.

At Proservartner, we do not just aim to be trusted advisors to our clients but more than that, to develop friendships based on trust, excellence, and straight talking. We are confident of delivering excellence and will take financial risks by sharing your goals, risks and rewards, and best of all we resolve prob-lems!www.proservartner.co.uk

Randstad

Randstad Poland is a leading global partner helping large and small companies alike to fill their vacan-cies. From a range of different formulas we select the best way to organise the recruitment and selection process for permanent personnel in the light of cli-ent’s requirements.

Randstad Professionals employs proven methodolo-gy for recruitment of large teams of financial and ac-counting specialists to business services centers (SSC/BPO). Thanks to our individual approach, companies find the shortest and most efficient way to find highly trained and carefully screened professionals who can be rapidly deployed on the basis of flexible work for-mulas of the company’s choice. For foreign companies that are planning to create SSC/BPO on the Polish mar-ket we supply complex data on salaries of employees.We provide placements for managerial temporary personel (Interim Management). We are the largest provider of IT recruitment, helping clients find, hire, manage and retain the most qualified IT profession-als in the country.www.professionals.randstad.pl/

Redwood

More than 3,000 customers worldwide already trust Redwood’s next generation smart robots to auto-mate their IT and business processes and eliminate unnecessary stress and manual effort. Our robots

Thank you to our Sponsors & Exhibitors continued


32

understand your processes and remove the costs, risks and wasted time of manual tasks and deliver greater reliability, consistency and accuracy across diverse processes, such financial close, order-to-cash, supply chain, meter-to-cash and business in-telligence (BI). Redwood is the only strategic process automation partner for SAP®.www.Redwood.com/FCA

Runbook

Runbook delivers top-of-the-line financial solutions for companies running SAP. We give the world’s larg-est corporations the tools they need to create and maintain successful Shared Service Centers. With the Runbook OneTM Enhanced Financial Controls and Automation Platform, your company gains a solu-tion that automates, harmonizes, and integrates the full record-to-report process across the globe. Our solutions ensure that Shared Service Centers are op-timized, running smoothly, and meet their KPI goals. Runbook solutions, including SMART Close, TRUE Reconciliation, SAFE Controls, and JOURNAL Entry, were named best-in-class by Gartner for companies running SAP because Runbook embeds within the ERP system as well as within financial processes.

Because Runbook is an embedded solution, your system is always available and never off-line to re-fresh, ensuring that Shared Service Centers have one version of the truth, regardless of their regional loca-tion. Runbook delivers clear financials for companies running SAP.Website: www.runbook.com

Sovos Compliance

Sovos Compliance designs technology solutions to help businesses meet the demands of their unique tax compliance and reporting obligations. Our trust-ed industry expertise and global research capability enables over 4,000 clients to operate with the con-fidence to efficiently navigate today’s dynamic regu-

latory environment. Sovos utilizes a unique ability to turn knowledge into highly functional, scalable soft-ware that seamlessly integrates with a wide-array of applications and information technologies used by businesses today. Ultimately, we give clients peace of mind by simplifying tax compliance, providing great-er control and visibility, and mitigating compliance risk.www.sovos.com

Thames Transformation

Partners Ltd.

Thames Transformation Partners is a full service global management consultancy that specialises in improving organisations by identifying opportuni-ties and implementing solutions that create value by unleashing performance, delivering productivity sav-ings and optimising operational excellence.

Headquartered in the UK we have a global reach and a successful multi-national delivery track record, Thames Transformation Partners are comprised of a highly accomplished cross-functional team of skilled business practitioners, backed up by an experienced team of associates that are well equipped to devel-op and implement effective in-house, captive, near-shore and off-shore solutions across a wide range of industries and functional areas.

Thames Transformation Partners work with lend-ers, venture capitalists, equity partners, individual companies and corporate functional leaders and have an established record of successful implemen-tation and value creation in Public, Private and Pri-vate Equity environments.www.thamestransformation.com/

Thomson Reuters ONESOURCE

With more than 10,000 clients in 57 countries, Thomson Reuters ONESOURCE is the leading global

tax solution for today’s multinational corporate tax department, ONESOURCE acts as the foundation for standardized processes, data management and seamless compliance and is the ideal platform for Shared Service Centres around the world to cen-tralise management of Indirect Tax (VAT), Direct Tax, Transfer Pricing, Tax Data Management, Tax Research and Statutory Accounts Reporting. ONESOURCE en-ables you to manage your taxes in numerous juris-dictions worldwide—and we continue to expand our coverage continuously delivering important language, currency and regulatory functions. With more than 55,000 employees in 100+ countries, the workforce and geographic presence of Thomson Re-uters embodies the global nature of our customers and our solutions.www.tax.thomsonreuters.co.uk

Transparent

Through the use of proprietary and innovative soft-ware tools, Transparent creates value out of its cli-ent’s raw data by discovering and recovering vendor overpayments, duplicate payments, tax credits, open credits and unclaimed property.

Transparent deploys continuously evolving tech-nology, best-in-class service and international ex-perts to optimize its clients’ efficiency, processes and financial strength. Through the Accounts Payable Analysis we offer several services, such as Active Benchmarking, Data Enrichment and a Client Por-tal. Transparent does all the work. The client literally has nothing to lose and everything to gain! The Data Cleansing and Accounts Payable Analysis is offered in one service. Combining these two reduces the workload and earns the company extra money in-stead of costs. We work on a no-cure-no-pay basis, we only charge a percentage of the recovered work-ing capital received on the clients’ bank account. By continuously empowering our clients to achieve their maximum potential, Transparent has established its reputation as one of the fastest growing global data mining and recovery audit service providers in the industry. Transparent’s achievements have been

recognized by Deloitte twice, in the Technology Fast500™ EMEA (2013) and Technology Fast50™ (2011). Transparent was founded in 2000 by CEO Willem-Jeroen Stevens and has already processed over 2.4 trillion in spend.

The workforce consists of over 120 employees based in our offices globally. Our clients include both listed and non-listed companies in the private and public sector.www.transparent.eu

WNS Global Services

WNS is a leading global business process manage-ment company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Utilities, Banking & Financial Services, In-surance, Travel & Leisure, Manufacturing, Retail & Consumer Packaged Goods, Telecommunications, Media & Entertainment, Shipping & Logistics and Healthcare.

WNS delivers an entire spectrum of business process management services such as finance & accounting, customer care, technology solutions, research & analytics, procurement & sourcing, pro-fessional services and human resource outsourcing solutions.

WNS operates through 37 delivery centers spread across 10 countries.www.wns.com

Thank you to our Sponsors & Exhibitors continued

Fearture Gold** Master** Business** Std.

2.5 Day Main Conference

Choice of 1 Functional Fast Track

Welcome Networking Reception

Awards Gala Ceremony

SSON Networking App (Login plus 10 AppMail/Meeting credits)

Post-Show Access to Conference Presentations on www.b2biq.com

On-Demand Access to Filmed Conference Session (Video) on www.vimeo.com

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Choice of 2 Workshops

Business Lounge Access

Acess to the GBS Evolutions Track Contact us at [email protected] for eligibility.

Shared Services Practitioners, Functional Heads - HR, IT, Finance, legal

Gold** Pass

Master** Pass

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SSO Week 24th - 26th May, 2016Dublin Convention Centre, Ireland

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