the largest and longest running back-office transformation … · 2020. 2. 10. · solutions) anna...

15-18 JUNE, 2020 • PULLMAN ALBERT PARK, MELBOURNE

THE LARGEST AND LONGEST RUNNING BACK-OFFICE TRANSFORMATION EVENT IN ANZ

CONFIRMED SPONSORS

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ssonetwork.com/events-sharedservicesweek-au • 61 (0) 2 9229 1006 • [email protected] • • #SSOWAU2

Table of Contents

INTRODUCING YOU TO SSOW 2020 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

TOP 10 REASONS TO EXPERIENCE SSOW . . . . . . . . . . . . . . . . . . . . . . . . . . 6

WHO SHOULD ATTEND . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

INTRODUCING OUR SPEAKERS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

OUR 2020 ADVISORY BOARD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

OUR EXPERT SPEAKER LINEUP FOR 2020! . . . . . . . . . . . . . . . . . . . . . . . . . 15

AGENDA AND SESSIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

AWARDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

TEAM DISCOUNTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

PRICING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

https://www.ssonetwork.com/events-sharedservicesweek-au

https://www.linkedin.com/groups/56376

https://twitter.com/ssonetwork

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There’s NothingLike It!




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2020 is a pivotal year for change in shared services.

Regardless of what stage of maturity businesses are currently at with their shared services, front runners around the globe are looking at how they can move their shared services up the value chain.

Every organisation in the region is undergoing some level of transformation to their back office functions and whilst shared service professionals are ready to embrace a data-driven, value led partnership model, everyone is starting from a different place with a different set of constraints.

So the question is, where do you go from here?

From building workforce capabilities, re-evaluating your outsourcing partnerships as well as taking the next step in your automation journey, the 23rd Australasian Shared Services & Outsourcing Week will delve deeper into every stage of maturity to provide you with a roadmap and toolkit to take you forward into a new era of customer centric, intelligent, business services.

Learn from groundbreaking work such as:• IKEA Europe share their continuous process improvement model

which they have applied across 3 global shared service centres• Mars China are talk of digitizing HR operations in the APAC region by

reengineering processes and increasing the functionality of RPA• Tesco’s GBS on how they are cementing their seat at the decision

making table and their unique approach to business services across 4 continents

• NAB demonstrate through how to approach detailed process mapping, governance and scalable robotics across business services

I look forward to meeting you in June, 2020.

Emma Hodge, Conference Director

A unique approach to the maturity curve – whether starting your shared services journey or advancing, our streams have been dedicated to theme rather than maturity, allowing cross-relevance for all maturity levels.

#SSOWomen – dedicated content will be visible throughout the week, championing the work of women in business services

White Space with scribe artist – this will allow you to decompress, discuss, brainstorm and visualise your learnings, helping you build a tangible toolkit of takeaways!

The SSOW2020 After Party – entertainment, cocktails and more!

What’s new for 2020?

Welcome to SSOW




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Tesco’s GBS share how they are cementing their seat at the decision making table and saving the business millions through a unique approach to business services across 4 continents

Mars tell their journey of digitizing HR operations in the APAC region through reengineering processes and increasing RPA functionality

UPS USA join us to demonstrate how they have built standardized shared services across 220 countries while driving a customer centric approach to service design

IKEA Europe share their continuous process improvement model which they have applied across 3 global shared service centres

Domain speak of their strategies for leveraging both outsourcing partnerships and data analytics to boost finance and become an intelligent business partner

FeaturedCase Studies




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Top 10 Reasons to Attend

A CROSS-INDUSTRY SUITE OF 60+ EXPERT SPEAKERSleading executives from BFSI, energy, government, automotive, transport, logistics, FMCG, telecommunications and more. Take a look at the full speaker line up on Page 18

A WORKSHOP DAY WITH 6 IN-DEPTH WORKSHOPSAccelerate your knowledge through a choice of 6 practical deep-dive workshops. The workshop day has been constructed to enable you to attend workshops to suit your shared services maturity and grow. They have been strategically positioned so that each workshop builds off the previous, to equip you with the best toolkit for your journey – limited seats available.

A DEDICATED SITE TOUR DAYJoin us on the SSOW road trip to shared service centres to see how these centres operate and understand the innovation and culture driving them. Details to be revealed soon!

#SSOWOMENDedicated content will be visible throughout the week, championing the work of women in business services. Speaker & Author Marina Brbot joins us to share her work on empowering women in our Women in Business Services panel discussion.

8 FOCUSED CONFERENCE STREAMSDeep diving into enterprise services transformation, data analytics and automation, process optimisation and excellence, disruptive tech and innovation, workforce planning, people and change management, service model transformation and more

BRILLIANCE CLINICSAn opportunity to engage with the most experienced executives in the field on topics such as transforming from transactional services to knowledge services, strategies for embedding design thinking, value creation through intelligent application design, change management strategies to support E2E process transformation and more!

PEER-TO-PEER KNOWLEDGE EXCHANGEWe understand the power of connecting with your industry peers who have “been there, done that”. We have created multiple sessions enable networking and the share of knowledge and experiences - see our speed networking and white space for a few examples!

THE SSOW2020 AFTER PARTY Join us on the 16th June to celebrate industry achievements with entertainment, cocktails and more!

BIG IDEAS SPEAKERHear from the disruptive technology powering the business services industry. Tech innovators will share groundbreaking work and how they are partnering with large enterprise to significantly improve their automation initiatives.

INTERNATIONAL THOUGHT LEADERSHIPFrom IKEA to Mars to Tesco, the brightest minds from around the globe join us to share their international expertise and experiences from Europe, Asia, America and Australasia.




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Who Should Attend

Bringing The Entire Enterprise Services Universe Together

Enterprise Services Global Business

Services

Finance

Procurement

HR

IT

Operations

Business Improvement

Data Science, Insights, Analytics

& Governance

Centre of Excellence

Change & Transformation

People and Culture




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Attendee Te stimonials

"Thought provoking, informative and inspiring. Reassuring we are all on a similar journey, just at different stages.“

– Shared Services Manager AP/AR, Village Roadshow

“Shared Services & Outsourcing Week enables us to connect with our peers from various industries and share learnings. This collaboration helps accelerate the change that we want to drive.“

– Prithesh Prabhu, Head of Operational Efficiency, ME Bank

“I attend SSOW to learn, share knowledge, exchange experience and build networks!“

– Davinia Upshall, Innovation and Continuous Improvement Lead, GPC Asia Pacific

“Connect with organisations at the same stage of the automation journey and learn from each other.”

– Connie Mogg, Director, Research and Revenue Accounting Services, Monash University




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Introducing your 2020 Speaker Line-up!




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SSOW International Headliner

Look out for Sumit’s opening keynote on cementing Tesco business services’ seat at the decision making table globally Sumit is the CEO of Global Business Services for Tesco. He is a results-oriented strategist and a versatile C-level leader with over 20 years of experience in building globally dispersed, diverse and high performing teams.

Sumit will guide you on your GBS journey sharing expertise in process optimization, intelligent automation, GBS culture, continuous improvement and much more!

Dr. Sumit MitraCEO Tesco Global Business Services Tesco, UK




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SSOW Female Leader

Suzanne is a senior leader with a wealth of expertise in the Global Business Services space. As President of GBS for UPS, she has built a standardised and customer centric approach to shared services across 220 countries!

Check out Suzanne’s keynote on day 2 and her limited edition workshop where she will provide guidance on building out robust GBS - from model to processes and structure.

Suzanne Leopoldi-NicholsPresident of Global Business Services UPS, USA




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SSOW Global Influencer

Anna is flying in from Europe to share her incredible expertise as Global Process Improvement and Automation Lead for IKEA!

She is accountable for the definition and implementation of the continuous improvement strategy and the deployment of Robotic Process Automation in Group Shared Services globally (USA, Europe, Asia).

Look out for Anna’s plenary keynote on day 2 on developing a continuous process improvement model globally, encompassing thousands of employees in hundreds of countries!

Anna AlechnoGlobal Process Improvement and Automation Lead IKEA, Europe (Poland)




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Introducing the Biggest and Brightest Minds in

the Industry




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Introducing your 2020 Advisory Board

Clare McCann GM of Global Business Services

Treasury Wine Estates

Leasa Robinson Head of Finance Shared Services

NBN

Rob Doyle CFO

Domain

Tanya Graham Chief Transformation Officer

Alinta Energy

Ken Anand MAICD, Chief

Transformation Officer Teachers Health Fund

Susan Kinobe Executive Director of

Corporate Services Executive TAFE Queensland

Ken Tuke Chief Procurement Officer Public Transport Victoria

SAP Concur

Pritesh Prabhu Head of Automation

& Change NAB

Hyland




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Dr. Sumit Mitra CEO Tesco Global Business

ServicesTesco, UK

Siddhartha Banerjee General Manager of UI-UX

Center of Excellence VOIS (Vodafone Intelligent

Solutions)

Anna Alechno Global Process

Improvement and Automation Lead

IKEA, Europe (Poland)

Anil Bhavnani Director BPO & Digital

Transformation Pfizer (India)

Suzanne Leopoldi-Nichols

President of Global Business Services

UPS, USA

Paul Bartley COO, Global Business

Services (GBS) Odfjell Drilling (Malaysia)

Neal Yang P&O Director (HR SSC)

Mars, China

Kingston Seet GM of GBS

BT Malaysia

Suraj Walia Business Leader, Global Shared Services(GSS)

MetLife, India

Our expert speaker line up for 2020!

Rohan Liyange CFO

Philips Lighting, APAC

Rob DoyleCFO

Domain

Jon Blackburn CFO

Sydney Opera House

Tania Galbraith Director Finance and

Continuous Improvement The Walt Disney Company

Gavin Ifield VP & Head of Global

Business Services AECOM

Gary Davis CIO (ICT Shared Services)

ACT Government

Pritesh Prabhu Head of Automation

& Change NAB

Bob Beusekom Group Director Corporate &

Shared Services

Mater Health Services

Leasa Robinson Head of Finance Shared Services

NBN

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Ben CividinHead of HR Kayo Sports

Raj Paterson Head of FP&A, Macquarie

Retail

Macquarie Group

John Heneghan Head Of Finance, News

Perform News Corp Australia

Nathan BakerHead of Finance Shared

Services Technology Group NIB Health Funds

Matt HarmanSenior Manager Strategic

ExecutionOperations National Australia Bank

Warren Elsworth Group Finance Director &

Company Secretary Grace Removals Group

Ken Anand MAICD Chief Transformation

OfficerTeachers Health Fund


Clare McCann GM of Global Business

Services Treasury Wine Estates

Stacey DowdellGM People & Culture

kikki.K

Steven MorrisHead of Finance Shared Services Group Finance

Australia Post

Susan Kinobe Executive Director of

Corporate Services Executive TAFE Queensland

Maria paz Program Director of

Enterprise Technologies Monash University

Andrew SherriGeneral Manager

Corporate Services Melbourne City Mission

Brett Homes Head of Shared Services

BlueCross Aged Care

Lisa Seary Business Process Excellence

Director Lion

Melissa HankinsonDeputy Director Quality &

Service Improvement University of Canberra

Mike Hill Head of Centre of Excellence and Enablement, Sourcing &

Partnerships MLC Life Insurance

Ian Horne General Manager Business

ImprovementSuper Retail Group

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Peter Tow Director, Project Management

OfficeWestern Sydney University

Rob Fellowes Delivery Lead Transaction

Solutions Woolworths


Kiriti RambhatlaHead of Operations

Intelligence for Supply Chain & Digital Operations

Linkedin

Ken Tuke Director of Procurement

Engagement Department of Transport

Victoria

Hoang Thai Lead Data Scientist

Energy Australia

Eliza LaiGM GBS

Toll Group

Anet Redmer Service Design Lead

Qantas

Theresa Kim GM Shared Services

NZ Post

Jamie Taylor GM GBS

Fonterra

Sharyn CountyHead of Procurement

Jemena

Judy Utley General Manager of Human

Resources Treasury Corporation of

Victoria

Marina BrbotSpeaker & Author

Inspirational Empowering Women

Ben Hanna General Manager Soul Machines

Michelle Lue-ReidHead of Portfolio Governance

AGL Energy

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Full Agenda & Sessions




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Something For Every Stage Along The Shared Services Maturity Curve

Shared Services 101: Launching a Centralized Shared Services Centre

TOP SESSIONS FOR: EARLY STAGE MATURITY - KICKING OFF

How to Plan and Execute the Implementation of Multi-Region,

Standardised ERP Systems in Legacy Environments

Jemena: Elevating Procurement to a Strategic Partner Through Strategies in People, Culture, Process Alignment and

Leadership

Workforce of the Future: Workforce Planning and Design Thinking in an

Age of Intelligent Automation

ACT Government: Managing Several Directorate Agendas Across a Multi-

Function Shared Service While Elevating IT Capability

Developing a Detailed Process Mapping and Governance

Framework For Scaling Robotics and AI Across Business Services

TOP SESSIONS FOR: MID STAGE MATURITY - SCALING

How Mars are Digitizing HR Operations in the APAC Region by Reengineering Processes and

Increasing the Functionality of RPA

How Energy Australia are Leveraging Data Analytics Through a Shared Centre

of Excellence While Negotiating an Agile Workforce Structure

Kayo Sports: Focusing on People and Culture to Enable Value-Add HR

Work in a Complex Conglomerate Operating Environment

Domain: Leveraging an Outsourcing Partnership and Data Analytics to Boost Finance to Become an

Intelligent Business Service

How IKEA Have Developed a Continuous Process

Improvement Model Across 3 Shared Service Centres Globally

TOP SESSIONS FOR: LATER STAGE MATURITY - ADVANCING

UPS: Building Standardized Shared Services Across 220 Countries

and Driving A Customer Centric Approach To Service Design

Connecting to the Mothership: How Tesco are Cementing their Seat at the Decision

Making Table and Saving the Business Millions Through a Unique Approach to Business Services Across 4 Continents

How Fonterra are Improving Engagement as Part of a

Strategy to Scale their Global Business Services

Vodafone: Accelerating Design Thinking in an SSC to Create Consistency and Incubating

Innovation




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MONDAY 15TH JUNE 2020Dedicated Workshop Day

Shared Services 101: Launching a Centralized Shared Services CentreWhen launching a new, shared service operation it is critical to have a clear strategy, a detailed business case, a phased approach and a focus on your people and change management. This workshop will equip you with a toolkit for starting this journey, from gaining business buy-in to understanding how to implement and integrate successfully into existing business strategy. You will walk away with a clear understanding of the foundations necessary for SSO success.

How you will benefit:

• Discuss the strategic drivers for gaining leadership buy-in

• Understand the critical activities for design, implementation and stabilization

• Gain insight into stabilization strategies and common design and implementation pitfalls

• Review the technological capability that is already available to enhance services

• Understand the practical change management techniques to ensure your SSO is future-fit

Suraj Walia, Business Leader, Global Shared Services (GSS)

MetLife (India)

Global Business Service Model Creation: Graduating from Centralized Shared Services to Global Business Services

Services models can’t sustain success and position your company for competitive advantage. How do you incorporate the key buzzwords of today “AI, Customer-centric, Design-thinking, Digital, Hybrid-human, Quantum Computing, Transformation, Virtual-everything, Voice-as-UI, Zillennials” into a hyper-hip and mature business model, that adds strategic value to support your organization? Running your GBS like a business that includes all the multi-faceted dimensions are the keys to success.

This workshop will be an opportunity to learn from the expertise of the President of Global Business Services at UPS, Suzanne Leopoldi-Nichols. Drawing from her years of experience and high expertise she will guide you on electing the right model, the right processes, and the right structure for your GBS.


• Learn the best practice for embedding end to end process ownership

• Gain guidance on GBS modelling – Graduating from Centralized SS to GBS

• Find the answer to - How do you decide the right model for your organization?

• Explore the risk factor - Big Bang to GBS / Risk Reward Model

Suzanne Leopoldi-Nichols, President of Global Business Services

UPS

WORKSHOP A 9:00AM - 11:00AM WORKSHOP B: 9:00AM - 11:00AM

PICK ONE

WHICH SESSIONS ARE FOR YOU? early stages scaling advancing




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MONDAY 15TH JUNE 2020

Creating the Finance Function of the Future: Establishing Finance as Valued and Trusted Business PartnersTransformative technologies such as block chain, robotic process automation (RPA) and machine learning are transforming the way institutions operate. Outdated legacy systems, manual, messy processes and teams who need to be reskilled to embrace digitization are all common aspects of the pre-transformation journey within finance SSOs and GBS organizations. If finance wants to position itself as a ‘value-add’ to the business, it must navigate digital disruption and become forward-looking. This will involve assessing the insights that can be gained through a clear data analytics strategy and the proactive reengineering of processes. This workshop will provide you with the opportunity to understand how to drive continuous improvement and digitalization in finance and reposition the function a partner to business decisioning.


• Review the new finance digital ecosystem: end-to-end transformation, operations engines, business value & user experience

• Understand the role of predictive analytics, IA, and digitalization on future operations

• Hear how RPA can be combined with Artificial Intelligence (AI) tools to launch finance digitization to new heights

• Strategies for moving up the value-chain to support enterprise-wide decision making

Anil Bhavnani, Director – BPO and Digital Transformation

Pfizer, India

Workforce of the Future: Workforce Planning and Design Thinking in an Age of Intelligent AutomationThere is no question that digitization and automation are breaking traditional operating and service delivery models. This also signals a need for businesses to adapt how they hire, motivate and retain the workforce of the future. There is now room to explore how remaining roles will be transformed and new roles will emerge.

This workshop will be an opportunity to learn strategies of design thinking for planning the workforce of the future, in order to succeed and thrive through digital disruption and drive value from the back office. As the Director of BPO and Digital Transformation from Pfizer, India, Anil will guide you through critical workforce transformation strategies for the increasingly digital age.


• Gain strategies for E2E Intelligent Automation RPA + Analytics + Cognitive

• Learn how to implement robust process improvement – planning, optimizing and re-engineering

• Techniques for reacting to changing workforce demographics and expectations

• Design thinking techniques which drive value creation from the back-office

• Upskilling and embedding skills and capabilities for the workforce of the future

• Embedding skills and capabilities for the workforce of the future

Kingston Seet, GM of GBS

BT Malaysia

WORKSHOP C: 11.30AM – 1.30PM WORKSHOP D: 11.30AM – 1.30PM

PICK ONE

Workshops





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MONDAY 15TH JUNE 2020

PICK ONE

Workshops

Robotic Process Automation 101: Beginning the Automation Journey - Opportunities, Strategies, Roadblocks and Lessons LearntWhether beginning the RPA journey or looking to scale, it is first critical to understand the foundations needed to ensure seamless and successful implementation. This session will equip you with the toolkit for beginning an RPA strategy and building on early stages to fast track deployment and success.

From how to design an automation journey and drive forward preliminary initiatives, to scaling RPA and looking at intelligent automation, this workshop will equip you with to building blocks for a successful journey.


• Learn how to construct your roadmap for RPA and elect where the value-add will be

• First steps: Strategies for standardizing and maturing processes for optimal implementation

• Gain techniques for anticipating the key obstacles to successful RPA deployment

• Scaling the RPA journey and identifying the next steps

Neal Yang, P&O Director (HR SSC)

Mars, China

WORKSHOP E: 2.00PM – 4.00PM


Build-A-Bot 101This workshop will give you the opportunity to take your first step into the Digital Workforce world by building your own bot.

By automating mundane, rules-based business processes you’ll free up more time to focus on high value tasks. At the end of this workshop you will walk away having built a fully functional software bot.

For the first time, data analytics emerges as the single most common service delivered by global SSCs. According to SSON Analytics, 60% of respondents confirmed they provide data analytics support to their business customers. So, what does it take to develop a sound data strategy, manage all the information and leverage it to drive decision support?

Find out during this deep-dive workshop covering the following:

• Learn to analyze data for business intelligence and decision support

• Gain strategies of data visualization to release the true value of your data

• Understand how to re-engineer your data strategy to drive increased value back into business

• Identify how data science can blend with process excellence

Interested in facilitating this workshop?Contact [email protected] for details.

WORKSHOP F: 4.00PM – 6.00PM




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TUESDAY 16TH JUNE 2020Day One8:45

9:00 OPENING REMARKS FROM CONFERENCE CHAIR PERSON : Suzanne Leopoldi-Nichols, President Of Global Business Services, UPS, USA

Connecting to the Mothership: How Tesco are Cementing their Seat at the Decision Making Table and Saving the Business Millions Through a Unique Approach to Business Services Across 4 Continents

After a mandate for best practice and a controlled governance framework on processes, services, supply payment, accounting and more, Tesco scaled its shared services model to unlock the opportunities enterprise services can offer back to the business. In this session, Sumit will share how the 100 year old retailor built the largest payroll in the world at 440,000 people, deployed 50 bots in 2 years to free up 250 heads and moved 68% of global finance to the GBS – among other successes. By sharing his leading work, he will provide you with the fundamental steps to catapult your shared services to the next level, to become the centre of excellence and expertise for your business, no matter the size.• Streamlining services across the globe along 10 key processes, placing 55-60 % into GBS• Identifying opportunities for process optimization through robotics and intelligent automation – the end to end journey • Getting a seat at the table: a strategic approach to attaining sponsorship from leadership to make real business impact• Embedding a mentality of GBS as a horizontal organization and continuous improvement as key

Dr. Sumit MitraCEO Tesco Global Business ServicesTesco, UK

Driving The Back Office Forward: How Can Shared Services Move up the Value Curve and Support Enterprise Wide Transformation?

This panel session will bring industry leaders together to analyse how shared services can become a proactive business partner to support industry shifts. Becoming an intelligent business partner goes beyond driving insights through advanced data analytics and incorporates the ability to contribute to enterprise priorities and transformation initiatives. In this session, leaders from across diverse shared service functions will join to discuss operational considerations which will bring shared services forward to play a central role in supporting business improvement.• Moving up the value curve: why should shared services re-evaluate its role in enterprise?• Alignment to business strategy: adaptations for differing shared services models• Challenges of positioning the back office as a value add partner to transformation• Next steps for operational strategy post-alignment: what can we ask for from shared services?

Panelists:

Dr. Sumit MitraCEO Tesco Global Business ServicesTesco, UK

Rob DoyleCFODomain

Ken TukeDirector of Procurement EngagementDepartment of Transport Victoria

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WELCOMING REMARKS FROM SSON

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TUESDAY 16TH JUNE 2020Day OneInsights as the Integral Piece of the Business Partnership Puzzle: How to Partner with your Organisation to add Insights and Value from Data, Improve the Employee Experience whilst also Delivering Efficiencies in Travel

• Delivering real value add and a customer centric quality of service• Create better visibility around how your organisations spends• Understanding what data is important to measure,• in order to find efficiencies and gain competitive advantages• Empowering internal customers and what this means for transformation

Led by Cabcharge

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INTERACTIVE DISCUSSION GROUPS

Pick Three - During this part of SSOW, you will have the opportunity to select three topics and will rotate between choices every 30 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.

TABLE 1

RPA 101: strategy, digital capability and prioritization for successful RPA implementation

Peter Kaye-SmithMarketing ManagerConverga

TABLE 2

Negotiating Outsourcing Partnerships in the new shared services era

Chetan KasimDirector & CEOValenta BPO

TABLE 3

7 Ways Finance Can Become the New Employee Experience Champion

SAP Concur

11:50

1ST ROTATION

12:25

2ND ROTATION

13:00

3RD ROTATION

TAKE 5

TAKE 5

13:30 LUNCH





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TUESDAY 16TH JUNE 2020Day One

STREAM A:CFO & Finance Transformation

STREAM B:HR Transformation

STREAM C:Multi-Function Transformation

Stream chair:Eliza Lai, GM GBS, Toll Group

STREAM D:NEW Automation, Data Governance &

Digital Transformation

Domain’s 5 Year Program Leveraging an Outsourcing Partnership and Data Analytics to Boost Finance to Become an Intelligent Business Service

Domain have begun to uplift their data and analytics capabilities to drive improved intelligence from finance. This move, together with a strategic outsourcing partnership, is part of a strategy to move beyond the traditional back office to partner with business and influence decisioning.• Consolidating multiple

complex systems for efficiency, duplication reduction and focus on business partnering

• 5 year program of work with outsourcing partner TCS TATA, for large scale service transformation in finance

• Bringing data scientists into the finance team and enabling a self-servicing culture

• Exploring lean process improvement and robotics in the finance function

Rob DoyleCFODomain

Kayo Sports: Focusing on People and Culture to Enable Value-Add HR Work in a Complex Conglomerate Operating Environment Spanning 4 Businesses

Kayo Sports are part of a unique conglomerate which spans across 4 distinct business units – Kayo Sports, Foxtel, Fox Sports & MCN - under one Newscorp ‘group’. This signals complexity for operations which impacts shared services. It also however, signals an opportunity to standardize transactional work and drive efficiencies. In this session, Ben will share how Kayo Sports are focusing on their people and business partnering initiatives while negotiating the complexities of the environment, to drive increased business value through HR work.• Centralizing transactional services

across 4 business units to allow strategic business partnering

• Confronting the complexity of group governance when in growth mode » Aligning processes and systems

across 4 distinct businesses » Different maturity levels and the

allocation of appropriate resources » Employee experience and

culture: change management and upskilling as pivotal to transformation success

Ben CividinHead of HRKayo Sports

Fonterra: Improving Engagement as Part of a Strategy to Scale their 15 Year Old GBS in a 5 Year Program

Fonterra progressed from a 15 year old shared services model to a global services centre 5 years ago. This involved setting up centres to service 5 continents for this $20 billion revenue business. Post-implementation of GBS, they are looking at how they can gain funding in order to scale. Here Jaimie will talk of the engagement needed to drive this and gain buy-in in a constrained capital environment.• Improving business engagement

to drive continuous improvement and L&D

• Strategies for driving greater scope in global services » Identifying processes to draw

into the centre » Demonstrating the ROI of

process transformation to gain funding

» The master data centre – a GBS centre of excellence

Jamie TaylorGM of GBSFonterra

Centralize, Standardize, Optimize, What’s Next? : How to Adapt your Shared Services Model to an Era of Continuous Digital Transformation

Whether you are beginning your shared services journey or scaling and advancing, it is well understood that the first steps are centralization, standardization of processes, followed by optimization. However, in an environment where digital transformation is a constant, business services leaders are seeing an opportunity to construct a model which drives continuous improvement in and outside of enterprise services. In this session, Peter will discuss how your shared services model can be molded to benefit from such digital evolution and the critical considerations of service management for success.• The changing shared services models:

from centralization, standardization and optimization to digital transformation

• Strategic planning and opportunities for reinvestment in growth strategy: getting the most out of established shared services

• Continuous implementation of digital transformation - Experimenting with automation for hybrid experiences

• Understanding what success looks like – measuring your new model and looking beyond turnaround times and SLAs.

Peter TowDirector, Project Management OfficeWestern Sydney University

14:30

STREAMS START - TAILOR YOUR EXPERIENCE





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Reserved for sponsor thought leadership session




15:05

15:00 SESSION CHANGEOVER – MOVE TO ANOTHER STREAM OR STAY WHERE YOU ARE!



It was fantastic, exceptional networking opportunities and the quality of the content in the presentations was excellent.”

Sourcing and Procurement Operational Strategy, IAG“




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STREAM D:NEW Automation, Data Governance & Digital

Transformation

CFO Panel discussion:Enabling Finance to Go Beyond Driving Efficiencies to Being a ‘Value Add’ for Intelligent BusinessThis panel will bring together CFOs from differing industries to share their approaches to data governance, process improvement and people management as they move to uplift the finance function.

• Journey mapping and governance strategy for continuous process improvement in finance

• Identifying processes for RPA implementation and creating self-service in finance - P2P, O2C, travel expenses, payroll, etc

• Change management to move the finance team into an intelligent business

• Working with the SSO executive team to drive value from back to front office

Panellists: Rob Doyle, CFO, Domain Jon Blackburn, CFO, Sydney Opera HouseRohan Liyange, CFO, Philips APAC

People and HR PanelBuilding a Social Enterprise Through a New Approach To HR in Your Shared Services Centre

This panel will bring together leaders in HR and people to share their insights into best practice workforce management. From developmental strategies to intelligent capability and culture, this panel will explore what being a social enterprise should look like.• Building a Social Enterprise Through a

New Approach To HR in Shared Services• Defining the social enterprise• The relationship between employee

experience, productivity and service quality in HR

• Intelligent business coupled with social enterprise as a new robust model for business services

• Learning, development and capability building

• Leadership communication and buy-in – why?

• Want cutting edge and great results? Get your culture right!

Panelists: Judy Utley, General Manager of Human Resources, Treasury Corporation of VictoriaStacey Dowdell, GM People & Culture, kikki.KNeal Yang, P&O Director (HR SSC), Mars, China

Fireside Chat : How to Plan and Execute the Implementation of Multi-Region, Standardised ERP Systems in Legacy Environments

In a legacy environment with multiple systems and integrations, the introduction of a new centralised system can be a daunting prospect. In this session, Eliza will share her 17+ years of expertise to walk you through the planning, experiences and challenges of implementing a standardised ERP system in a legacy environment. This discussion will be an interactive session and the audience will have the chance to be part of the conversation.• Mapping your processes and

creating a comprehensive strategy for change

• Striking the balance between standardisation and tailored customer contact

• Anticipating impact and confronting the challenges of change management

• Negotiating an uncertain economic environment – disruption vs delivery

Eliza LaiGM GBSToll Group

How Energy Australia are Leveraging Data Analytics Through a Shared Centre of Excellence While Negotiating an Agile Workforce Structure

As business services move to drive more intelligent insights back into business decisioning, data scientists are playing an increasingly important role. SSOs are experimenting with team structures and in this session, Hoang will share the opportunities and challenges of moving data scientists into Agile teams.• The emerging ‘centre of

excellence’ models across finance, IT, Compliance, HR & more

• Agile teams in an agile work place –data scientists who traverse teams for cross functional projects

• Strategic change management for the evolving team structure

• What is the funding model for an agile data science team?

• Balancing the need for consistency of work for the scientist versus the need for business agility

Hoang ThaiLead Data ScientistEnergy Australia

15:40





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TUESDAY 16TH JUNE 2020Day OneSTREAM A:

CFO & Finance TransformationSTREAM B:

HR TransformationSTREAM C:

Multi-Function TransformationStream chair:

Eliza Lai, GM GBS, Toll Group



WHITE SPACEDecompress, discuss and planThis white space will give you the opportunity to brainstorm a plan to leave with an action plan




16:10

16:30 AFTERNOON TEA

How Mars are Digitizing HR Operations in the APAC Region by Reengineering Processes and Increasing the Functionality of RPA

On their journey to uplifting the HR component of GBS services in the APAC region, Mars are investigating how they can expand their data analytics capability. In order to demonstrate their value to the business and ultimately gain a more influential seat at the table, they are reducing manual tasks to be able to focus on value-add work. In this session, they will share how they have planned and deployed RPA initiatives to significantly improve the recruitment and employee journey, which they are now looking to scale.• Developing an automation journey to free up resources and drive efficiency • Process mapping, mining, analysis and standardization

» Build and deployment of our recruitment chat bot » Operational RPA: the mobile integrated solution for recruitment » Progressing to a more intelligent functionality and adopting a design thinking approach

• Demonstrating value to the business to form tighter more effective partnerships• Finding and retaining the best talent – why is this always a challenge?

Neal YangP&O Director (HR SSC)Mars, China

17:00

CLOSING PLENARY





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17:30 SPONSORED LEADERSHIP SESSION

BIG IDEAS SPEAKER – SOUL MACHINES - Where Deep Science & Technology Meets Real World Applications

Soul Machines™ is the first Human Experience Platform that gives you the ability to automate and personalise digital interfaces and interactions at scale. Soul Machines™ is a deep science and technology company fusing AI, computational brain models and experiential learning to usher in a new era of Human Experience across all digital platforms and interfaces.

Ben HannaGeneral ManagerSoul Machines

18:00

18:30 NETWORKING DRINKS & AWARDS PARTY


It was worthwhile attending to get an idea of the landscape of shared services across the globe given the ATO is only just starting its journey as a provider in the whole of government shared services plan.”

Finance Manager - Shared Services DeliveryAustralian Taxation Office

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WEDNESDAY 17TH JUNE 2020Day Two8:30

9:00 OPENING REMARKS FROM CONFERENCE CHAIR PERSON : Suzanne Leopoldi-Nichols, President Of Global Business Services, UPS, USA

Highlights from SSON’s State of the Shared Services Market Report

Get an up-close-and-personal view of the seismic changes impacting Shared Services today in the ANZ market: CoE proliferation, data, aggressiveproductivity targets; fewer resources, more results. Join this data rich session for a summary of what’s happening in your back yard.

Naomi SecorGlobal Managing DirectorSSON

UPS: Building Standardized Shared Services Across 220 Countries and Driving A Customer Centric Approach To Service Design

Having grown and developed their multifunctional shared services model, UPS were able to expand to a Global Business Services (GBS) across every continent around the globe. The next step is their GBS 3.0 strategy. Already having positioned themselves as a business partner in 82 GBS hubs through a continuous improvement strategy, they are now focusing on how they can drive a design thinking approach to bring the focus back to customer need. In this session, Suzanne will share lessons learned in the build and expansion of GBS and will talk of how UPS plan to deliver more intelligent and expansive services. • GBS 1.0 & 2.0 - The build and expansion of GBS on every continent, across 220 countries and territories

» Going global and lessons learnt » Automation and early IA experimentation

• Standing up verticals to support the business model as a strategic ‘value add’ business partner• GBS 3.0 – driving an end to end model and a design thinking approach: workshopping a catalogue of services• The demand management process and building a cadence of customer contact & awareness

Suzanne Leopoldi-NicholsPresident of Global Business ServicesUPS, USA

9:20

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WEDNESDAY 17TH JUNE 2020Day Two#SSOWOMENWomen in Business Services: How Can Diversity Be Driven Through Business Services - From Back to Front Office

Debate surrounds the concept of leadership; is it an innate and inherent ability held by a small number of people, or can anyone rise to the challenge of leadership? Into this complex field of study comes the issue of female leadership. Does it differ from male leadership, and if so, what are those defining characteristics? Women in their own way, wield enormous influence and have inspired many to their respective cause.In this panel, leaders will join together to discuss female leadership in business services.• Exemplary leadership examples and why diversity means more success• Breaking down stereotypes: should this be top-down?• The evolution of shared services as a prime opportunity to drive diversity

Panel chair: Marina BrbotSpeaker & AuthorInspirational Empowering Women

Suzanne Leopoldi-NicholsPresident of Global Business ServicesUPS (USA)

Michelle Lue-ReidHead of Portfolio GovernanceAGL Energy

Anna AlechnoGlobal Process Improvement and Automation LeadIKEA, Europe (Poland)

9:50

SSON Analytics

Focusing on specific shared services locations, models, roles and themes, SSON analytics will present an update on the Australasian and global trends to help you make decisions about your shared services organisation.

10:20

Reserved for sponsorContact [email protected] to find out how you can get involved!

10:35

11:10 MORNING TEA





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WEDNESDAY 17TH JUNE 2020Day TwoBRILLIANCE CLINICS

Pick Three -During this part of SSOW, you will have the opportunity to select three topics and will rotate between choices every 30 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.

1. How to launch a shared service centre across multiple countries with disparate systems and culturesWarren Elsworth, Group Finance Director & Company Secretary, Grace Removals Group

2. How to align shared services and Agile practices to ensure optimal project deliveryMatt Harman, Senior Manager Strategic Execution, National Australia Bank

3. Flipping the focus: redefining shared services to revolve around a customer centric strategy Susan Kinobe, Executive Director of Corporate Services Executive, TAFE Queensland

4. Moving up the value chain and transforming from transactional services to knowledge services Suraj Walia, Business Leader, Global Shared Services(GSS), MetLife (India)

5. Strategies for embedding design thinking across front and back office to ensure end-to-end customer journeyAnet Redmer, Service Design Lead, Qantas

6. Value creation through intelligent application design: unlocking the power of data, analytics and automationKiriti Rambhatla, Head of Operations Intelligence for Supply Chain & Digital Operations, Linkedin

7. How to execute an effective change management strategy to support E2E process transformation and driving increased value through business services Raj Paterson, Head of FP&A, Macquarie Retail, Macquarie Group

11:40

1ST ROTATION

12:15

2ND ROTATION

12:50

3RD ROTATION

TAKE 5

TAKE 5

13:20 LUNCH





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WEDNESDAY 17TH JUNE 2020Day Two

STREAM A:People & Culture

STREAM B:Disruptive Tech & Innovation

STREAM C:Process Excellence

Stream Chair - Anna Alechno, Global Process Improvement And

Automation Lead, Ikea

STREAM D:Customer Centricity

ACT Government: Managing 130+ Projects Across Multiple Directorate Agendas in a Multi-Function Shared Service While Elevating IT Capability

The ACT government has a multi-function shared service centre which houses 900 employees. With numerous directorates to service, prioritization of service optimization is a constant challenge. In this session, they will speak of how they manage the conflicting agendas of those agencies they service. They will share high level communications strategies, as well as their 2020+ vision which will see them progress away from a transactional service to a consultative partner to each directorate.• Vision 2020+

» Steps to becoming an enabling entity for government: uplift through contemporary delivery of IT

» Negotiating the boundaries of functional responsibility – government vs agency

» The challenge of balancing BAU with innovation in service

• High level communication strategies for transparency in decisioning » Centralized prioritization meetings for

relationship management » Activity reporting for clarity across

130+ projects which touch multiple directorates

Gary DavisCIO (ICT Shared Services)ACT Government

Developing a Detailed Process Mapping and Governance Framework For Scaling Robotics and AI Across Business Services

As they look to develop business services to enable more intelligent insights to flow between back and front office, NAB are developing a detailed mapping strategy and governance framework to enable optimal process automation. • From Machine Learning to

Artificial Intelligence and bot enhancement

• The danger of jumping in too soon: process discovery, standardization and optimization before automation

• Post-identification waterfall and process prioritization for ROI

• Mitigating risk upfront through risk analysis and process mapping

• Creating a centre of excellence – a centralised approach to drive more value through business services

• End to end automation for service improvement

Prithesh Prabhu, Head of Automation & Change, NAB

Lion: The 2 Year Journey to Embedding a Centre of Expertise and Continuous Improvement Culture in Business Services

A huge part of transformative work is the ability to maintain the positive change you introduce. Continuous improvement is therefore a crucial capability to instill in business services. Here Lion share their work to embed this practice, including process excellence and approaches to change management which have proven successful. • Leveraging Continuous

Improvement achievements to gain a seat at the table with business partners

• Developing out as a centre of expertise for the business » Strategies for building process

excellence capability » Driving efficiencies and end

to end process optimisation to support business partners’ strategic objectives

» Developing champions of business improvement – change management and cultural golden nuggets

Lisa Seary, Business Process Excellence Director, Lion

NBN: Aligning Shared Services To Business Transformation and Driving a Customer Centric Approach

When looking to work more closely with business, it is first essential for business services to align with overarching priorities and strategy. In this session, NBN demonstrate how they are doing this, while simultaneously driving a customer-centric approach to enterprise services.• Large scale shift: from a ‘build’ to

‘operating’ company• Aligning business models for

standardisation as we pivot• Shared services transformation,

the centre of excellence and continuous improvement

• Balancing outsourcing and automation to drive a customer led strategy

• Positioning services as a consulting model for the business

Leasa Robinson, Head of Finance Shared Services, NBN

14:20

STREAMS START - TAILOR YOUR EXPERIENCE





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WEDNESDAY 17TH JUNE 2020Day Two14:50 TAKE 5







Future Workforce PanelBecoming a Transformational Resource Across The Business

This panel discussion will bring together a cross-industry suite of speakers to share insights into developing enterprise services which get closer to the business. Perspectives on service model design, people, culture and change will give you an idea of how to ensure your workforce is positioned to be a transformational resource which aligns with business priorities.• Change and cultural management

for ensuring sustainability in the evolution of your services model

• People and culture – upskilling to enable project management through transformation

• Progressing along the maturity matrix and gaining seat at the decision making table

Panelists: Paul Bartley, COO, Global Business Services (GBS), Odfjell DrillingAndrew Sherri, General Manager Corporate Services, Melbourne City MissionTania Galbraith, Director Finance and Continuous Improvement, The Walt Disney Company

Digital Enablement PanelHow to Leverage Digital Capabilities and Take Automation Further to Shift to Knowledge Services

Regardless of maturity, businesses are turning to data and automation to progress their enterprise services. From starting out in RPA to progressing to advanced cognitive analytics and machine learning, it is critical to know how to harness the true potential of data science to be able to collaborate with business. This panel will deep-dive into strategies for advancing your digital capabilities and improving your automation journey. • Embedding data science, analytics &

visualization into operational models • Transitioning away from outsourcing to

an automated workforce• Balancing human intelligence with

artificial intelligence• Adopting IA Platform-as-a-Service • Critical steps to building E2E

automation

Panelists: Steven Morris, Head of Finance Shared Services Group Finance, Australia PostIan Horne, General Manager Business Improvement, Super Retail GroupNathan Baker, Head of Shared Services Technology Group, NIB Health Funds

Process Excellence PanelCritical Steps to Building Digitally-Enabled CoEs Which Contribute to a New Era of Intelligent Services

This panel discussion will look at back office advancement through continuous improvement and process excellence. The expert panelists will share perspectives on COE model design and the challenges faced on the journey to intelligent services.• The challenges of aligning people,

processes, technology and systems• Creating Centres of Expertise with

the right COE model• Continuous improvement strategies

for intelligent service provision• Process mapping for the fastest ROI • Common road bumps on the RPA/

AI journey and how to preempt or overcome them

Panelists: Anna Alechno, Global Process Improvement and Automation Lead, IKEABob Beusekom, Group Director Corporate & Shared Services, Mater Health ServicesMike Hill, Head of Centre of Excellence and Enablement, Sourcing & Partnerships, MLC Life Insurance

Service Model Transformation PanelHow To Restructure Your Shared Services Delivery Model to Enable Customer Centricity at Scale

As part of transforming enterprise service provision, businesses must first consider the structure of their current service model. This session will bring leaders together to outline how to build a customer-centric model which is scalable.• Evolving service delivery models

that drive agility and scalability• Electing the right model for your

organisation and designing with key stakeholders in mind

• How automation and intelligence can improve both product and employee experience

• Understanding your customer and core service promises

Panellists:Theresa Kim, GM Shared Services, NZ PostMelissa Hankinson, Deputy Director Quality & Service Improvement, University of Canberra

14:55





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WEDNESDAY 17TH JUNE 2020Day Two











15:30




Great opportunity to understand where industries are moving to with their Shared Services practice” Valuable and constructive sharing

of knowledge and wisdom as we traverse the fast changing landscape of automation and shared services”

Team Leader Corporate InformationCardinia Shire Council

HR Services Optimisation ManagerNBN Co

“ “




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WEDNESDAY 17TH JUNE 2020Day TwoSTREAM A:

People & CultureSTREAM B:

Disruptive Tech & InnovationSTREAM C:

Process ExcellenceStream Chair - Anna Alechno,

Global Process Improvement And Automation Lead, Ikea


Jemena: Elevating Procurement to a Strategic Partner Through Strategies in People, Culture, Process Alignment and Leadership

Where finance has traditionally received a larger chunk of business funding, now procurement is moving up the value chain within shared services, as it demonstrates the value it can bring as a strategic partner. In this session, Jemena will share the transformation journey they have undergone in services, in particular in procurement. With a new structure and strategy closely aligned to their people, they are set to enable the business to build competitive advantage and profitability, while continuing to guarantee positive customer experiences.• The centralisation of 4 corporate

functions after merging 2 business entities

• Approaching a restructure: successfully realigning teams and business processes

• Partnering with leadership to ensure procurement is part of the conversation from the outset

• Change management, people and culture as key to seamless transformations in procurement

Sharyn CountyHead of ProcurementJemena

Monash: Taking a Data-Driven Approach to Service Provision and Building a Smart Campus to benefit students, staff, educators and academics

Monash University are driving ahead with their service provision, taking a more intelligent approach. They are leveraging data and analytics to make a real time impact for a multiplicity of stakeholders and in this session Maria will share their journey and strategy to constructing a Smart Campus. From experimentation with AI to digital twins, Monash are positioning themselves as the benchmark for intelligent services and will share here the challenges faced and future direction. • Building a strategy and roadmap for

a smart campus to benefit multiple stakeholders

• Considerations in adopting a data driven approach to improving services and campus experience

• Use of emerging technologies: wayfinding, IoT, AI, mobile apps, digital twins, face recognition, augmented and virtual reality and more

Maria PazProgram Director of Enterprise TechnologiesMonash University

Vodafone: Accelerating Design Thinking in an SSC to Create Consistency and Incubating Innovation

In this session, Vodafone will share how they are accelerating Design Thinking across 4 GBS Centres and 5 COEs. They will share the complexity of working across multiple cultures and the fundamental techniques to embedding a successful design thinking strategy.• The challenges of design across

multiple regions, markets and stakeholders

• Why Design Thinking? Is Agile or Waterfall obsolete?

• Incorporating design thinking methodologies into an SSO

• Creating a synergy of interface and experience for customers and employees

• What are we doing? Starting with people and culture: from ‘Train the Trainer’ program to advanced Design Thinking for leadership

• What could you do?

Siddhartha BanerjeeGeneral Manager of UI-UX Center of ExcellenceVodafone India

Starting out in GBS: Culture & Customer when Consolidating Regionally Disparate Businesses into One Centre

While many companies are progressing with their GBS centres around the globe, there are a large number which are looking to scale to this model. This session will provide you with an insight into how to start the GBS journey and progress to a global shared services structure. In this session, Paul will share his experience of building a GBS for Odfjell Drilling- a company with operations in over 12 countries. He will outline the fundamental planning needed and the road bumps which are typically encountered when building a cross-cultural enterprise services centre.• Change management strategy for

transitioning into one core service centre

• The challenge of embedding standardized processes and continuity across multiple cultures

• Aligning the change agenda with business strategy and gaining business buy-in

• Enabling value driven services – Incorporating a new reporting COE into the GBS

Paul BartleyCOO, Global Business Services (GBS)Odfjell Drilling

14:55





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WEDNESDAY 17TH JUNE 2020Day TwoSTREAM A:

People & CultureSTREAM B:

Disruptive Tech & InnovationSTREAM C:

Process ExcellenceStream Chair - Anna Alechno,

Global Process Improvement And Automation Lead, Ikea






16:35

16:50 AFTERNOON TEA

How IKEA Have Developed a Continuous Process Improvement Model Across 3 Shared Service Centres Globally

In order to establish continuous improvement across global operations, IKEA have built a model which begins with process excellence and the supporting culture. In this session, Anna will share IKEA’s approach to sacrificing short term benefits for long term gain, delving into process standardization preceding automation initiatives, to enable scale at speed later.• Constructing a robust continuous improvement model in operations: blending process excellence and culture• Strategic process optimization - identification, re-engineering and mapping • The importance of process standardization before automation • Having your voice heard: The importance of underlying culture to support continuous improvement

Anna AlechnoGlobal Process Improvement and Automation LeadIKEA, Europe

17:20

CLOSING PLENARY





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WEDNESDAY 17TH JUNE 2020Day TwoHow to Broker the Relationship with an Outsourcing Partner as your Shared Services Evolves

As shared services increasingly looks to become an intelligent partner to business, there exists a need to assess current partnership models to be able to drive further value back into enterprise. Automation means more work is being brought back on-shore and the role of the outsourcer is changing. By reassessing outsourcing partnerships, opportunities can be identified for offshore teams to do more intelligent data-driven work. This may see them play a role in elevating shared services to a business advisory, while also remaining relevant in an automated service ecosystem. • The traditional and changing role of outsourcing partners as shared services progress and transform• Relationship management to ensure offshore teams sit as an extension of the onshore team• Building alignment through clear objectives and strategy

Panellists

Rob DoyleCFODomain

Bob BeusekomGroup Director Corporate & Shared ServicesMater Health Services

John HeneghanHead Of Finance, News PerformNews Corp Australia

17:50

PAN

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18:30 CLOSING REMARKS AND PRIZE GIVEAWAYS


Great event, excellent speakers and content, thought provoking and invaluable”

General Manager Commercial ANZAbano Dental“




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About Our Sponsors

SAP Concur is the world’s leading provider of integrated travel, expense, and invoice management solutions, driven by a relentless pursuit to simplify and automate these everyday processes. With SAP Concur, a top-rated app guides employees through every trip, charges are effortlessly populated into expense reports, and invoice approvals are automated. By integrating near real-time data and using AI to audit 100% of transactions, businesses can see exactly what they’re spending without worrying about blind spots in the budget. SAP Concur eliminates yesterday’s tedious tasks, makes today’s work easier, and helps businesses run at their best every day. Learn more at concur.com.au or the SAP Concur blog.

http://www.concur.com.au

Hyland is a leader in providing software solutions for managing content, processes and cases for organisations across the globe. For over 25 years, Hyland has enabled more than 19,000 organisations to digitise their workplaces and fundamentally transform their operations. Named one of Fortune’s Best Companies to Work For® since 2014, Hyland is widely known as both a great company to work for and a great company to do business with.

Our solutions are intuitive to use so organisations can focus on what they do best. Managing information doesn’t have to be complicated. At Hyland, our mission is to empower efficiency and agility so our customers can grow and innovate with confidence. We help organisations handle their most critical content and processes with flexible, configurable software solutions.

Hyland’s flagship solution OnBase, “OnBase by Hyland”, is a flexible Content Services platform that is scalable for a single department, yet comprehensive enough for the entire enterprise. OnBase has the capabilities and functionality to meet the unique needs and challenges of each individual department regardless of business processes, users or ERP applications already in place. Experience the transformation of greater productivity and efficiency in one department, and then leverage your OnBase solution across the enterprise as your time, goals and budget permit.

http://www.hyland.com

Converga commenced operations as Outsource Australia (OSA) in 1994, then known primarily as an innovative outsourcer of mail, logistics, reprographics and records management services. With increasing demand for strategic information management services, OSA developed “Converga”, specialising in Business Process Outsourcing with a focus on paper to digital document conversion. OSA officially changed its name to Converga in June 2008.

Converga is a leader in advanced information logistics, Software as a Service (SaaS) and Business Process Outsourcing (BPO), delivering strategic advantages and cost savings solutions.

https://www.converga.com.au/

We offer customised solutions in three main areas including process consulting, digital transformation and outsourcing. All three services are designed to assist your business to improve competence and performance, whilst reducing costs.

https://valentabpo.com.au/

PRIME BPM has been adopted by many private and public-sector organization to drive their end to end Business Improvement journey. Its intuitive, easy to use cloud-based end to end Business Improvement software is designed for both business users and process experts to work together to map, analyse, improve and monitor business processes.

Whether your focus is to drive efficiency, profitability, customer satisfaction, statutory compliance or employee satisfaction - the PRIME BPM Software suite can help you achieve these using its built-in best of breed methods such as BPM, Lean, Six Sigma, Value Stream Mapping and more.

PRIME BPM’ analytical engine will demonstrate time, cost, value and efficiency information to identify tangible cost savings and productivity improvement opportunities in the processes. The built-in simulation engine will allow you to create different scenarios to demonstrate the benefits of each process change, helping you gain executive commitment for the change. Followed through with Improvement Project Management module now the team can manage change effectively and drive smoother transition. With the use of its collaboration module organisation can engage all layers of the management to be engaged in Business Improvement initiative and drive innovation at all levels.

https://www.primebpm.com/

Trusted by 400+ global customers, Ramco HCM & Global Payroll with Time & Attendance is compliant with statutory and taxes across 40+ countries and has partnerships to totally cover Payroll for 100+ countries, globally. Offering Core HR, Time and Attendance, Global Payroll, Talent Management, Recruitment, Planning & Analytics, Ramco HCM is backed up with innovative tech like Chatbots, Empsense, Zero UI, mobility, in-memory payroll among others thus enabling Digital HR.

Ramco HCM has been globally recognised by NelsonHall, Everest Group, CIO Honour, Vendor of the Year Award 2016 (Best Payroll and Talent Management) and CIO Choice.

http://www.ramco.com/hcm/

insightsoftware turns financial and operational data into a 360-degree view of the financial reporting lifecycle for better business outcomes that drive growth and ROI. Through turnkey reporting and enterprise performance management solutions such as Excel4Apps, Hubble, Spreadsheet Server, Atlas for Dynamics, JetGlobal, BizNet and CXO Software. Insightsoftware provides real time access to data-driven insights and overviews. Knowledge is then delivered in an efficient, cost-effective, and secure manner via integration with ERP and EPM systems and Microsoft Excel. Learn more at www.insightsoftware.com.

https://insightsoftware.com/

More than 20,000 Australia organisations rely on Cabcharge to gain full visibility and control of ground transport that can’t be provided by credit card payments. Their automated travel expense tools removes the need for trip receipts and consolidates travel spend that can also be integrated with any 3rd party expense management system.

https://www.cabcharge.com.au/




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ssonetwork.com/events-sharedservicesweek-au • 61 (0) 2 9229 1006 • [email protected] • • #SSOWAU40 SPONSOR NOW! www.SharedServicesWeek.com.au • +61 2 9220 1050 • [email protected] • SSOWEEK7

Sponsorship Opportunities AT SSOW

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GALA

AWARDS PARTY

Attendee Conference Bags

Sponsored Wi-Fi

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Branded Seat Caps

Attendee Badges

Attendee Lanyards

Mobile App

Gelato Station

Juice Bar

Lectern

Exhibition Space

Cocktail Reception

Lunch Sponsor

Refreshment Break

Speaker Lounge

Awards Party

Private Dinners

Interactive Discussion Groups (IDGs)

ALMOST GONE

Discussion Panels

Master Class / Workshops TOP SELLER!

Targeted Track Sessions

Client Case Studies

PANEL

REGISTRATION POD

LIMITED TO ONE!




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ssonetwork.com/events-sharedservicesweek-au • 61 (0) 2 9229 1006 • [email protected] • • #SSOWAU41 SPONSOR NOW! www.SharedServicesWeek.com.au • +61 2 9220 1050 • [email protected] • SSOWEEK10

Why Sponsor SHARED SERVICES WEEK

PROJECT INTELLIGENCE REPORT:Our qualified attendees are profiled and asked about their business and investment priorities. In this report, you will find a list of attending companies who have an active requirement for solutions that they are looking to invest in. Sponsors and Exhibitors will have exclusive access to the Project Intelligence report, giving you the edge you need to build your customer pipeline.

ACCESS TO SSON:The Shared Services & Outsourcing Network (SSON) is the largest and most established community of shared services and outsourcing professionals in the world, with over 120,000 members. SSON recognized the revolution in business support services as it was happening, and realized that a forum was needed through which practitioners could connect with solution providers, technology leaders and service experts on a regional and global basis.

MAXIMUM ENGAGEMENT AT THE EXPO HALL:Sponsorship comes in so many shapes and sizes. The most important part: getting you in the spotlight in a way that’s perfect for your business. SSOW makes it easy for you to get business done and maximize your ROI with the ability to customize your exhibit space. With limited vendor participation, it won’t feel like a stuffy tradeshow, because it isn’t one.




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Take this Opportunity to Tell Us What Impact Your SSO is Creating!

Submissions close Friday 17th April 2020.

Our 2020 Impact Award Categories: Customer Centricity Impact Award

Intelligent Automation Impact Award

Process Improvement & Value Creation Impact Award

Transformation & Change Management Award

DOWNLOAD APPLICATION FORM SUBMIT YOUR APPLICATION




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Team Discounts

Groups of 2 Groups of 5-9Groups of 3-4 Group of 10+

Email [email protected] to register your team today!

5% Off

25% Off

15% Off

30% Off

Special Team Discounts




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Pricing & Registration

END USER PRICINGSUPER EARLY BIRD RATE! Register & Pay by 21 Feb 2020

SAVE $1,500Standard Price

2 Day Pass (Includes Awards Party) 16-17 June 2020

$2,999 + GST = $3,298.90 $4,499 + GST = $4,948.90

3 Day Pass (Workshop Day, Conference & Awards Party) 15-17 June 2020

$3,899 + GST = $4,288.90 $5,399 + GST = $5,938.90

ALL ACCESS PASS: 4 Day Pass (Workshop, Site Tour Days, Conference & Awards Party) 15-18 June 2020

$4,599 + GST = $5,058.90 $6,099 + GST = $6,708.90

VENDOR PRICING Standard Price

2 Day Pass (Includes Awards Party) 16-17 June 2020

$4,999 + GST = $5,498.90

3 Day Pass (Workshop Day, Conference & Awards Party) 15-17 June 2020

$6,199 + GST = $6,818.90

ALL ACCESS PASS: 4 Day Pass (Workshop, Site Tour Days, Conference & Awards Party) 15-18 June 2020

$6,999 + GST = $7,698.90

A-LA-CARTE

Individual Site Tour $500 Individual Workshop $500

* A credit card surcharge of 1.5% will be added to all payments made by credit card.* Payment not made at the time of registration will be subject to a $99 service charge.* All ‘Early Bird’ discounts require payment at time of registration and before the cut-off date in order to receive any discount.* Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor.* Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration.* All discount offers cannot be combined with any other offer.

Please send me _______ set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90 ($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only

Please keep me informed via email about this and other related events

Any information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details. To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department, Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622. I do not wish to have my details made available to other organisations

IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: www.iqpc.com.au©2020 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangement of this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.

Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received. A credit card surcharge of 1.5% will be added to all payments made by credit card. NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE.

Easy Ways to Register3 Call

02 9229 1006Email [email protected]

Register online SharedServicesWeek.com.au

40 Get Social With Us! #CCWeekAU

INTRO

DU

CTION

TOP 10 REASO

NS

TO ATTEN

D CCW

WH

O ATTEN

DS

ADVISO

RY BOARD

& SPEAKERS

AGEN

DAAW

ARDS

PRICING

ABOU

T OU

RSPO

NSO

RS

DELEGATE 1

APPROVING MANAGER

DELEGATE 2

DELEGATE 3

POSITION

POSITION

POSITION

POSITION

EMAIL

EMAIL

EMAIL

EMAIL

ORGANISATION

ADDRESS

[FIRST NAME]

[FIRST NAME]

[FIRST NAME]

[FIRST NAME]

[SURNAME]

[SURNAME]

[SURNAME]

[SURNAME]

POSTCODEADDRESS

TELEPHONE

AMEX 4 DIGIT CODE

FAX

EXPIRY DATE

( ) ( )

o CHEQUE ENCLOSED FOR $ __________ (Please make cheques payable to: IQPC)

PLEASE CHARGE o American Express o Visa o MasterCard o Diners Club

CREDIT CARD NUMBER

NAME OF CARD HOLDER [PLEASE PRINT]

oREGISTER ME for Customer Contact Week Austalia and New Zealand PLUS: o Workshops: oA oB oC oD oE oF

Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received. A credit card surcharge of 1.5% will be added to all payments made by credit card. NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE.

PRIVACY - YOUR CHOICEAny information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details. To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department, Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622.

¨I do not wish to have my details made available to other organisations

IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: www.iqpc.com.au© 2019 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangement of this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.

¨ Please send me _______ set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90

($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only

¨ Please keep me informed via email about this and other related events

* A credit card surcharge of 1.5% will be added to all payments made by credit card.* Payment not made at the time of registration will be subject to a $99 service charge.* All 'Early Bird' discounts require payment at time of registration and before the cut-off date in order to receive any discount.* Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor.* Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration.* All discount offers cannot be combined with any other offer.

Please note: Workshops = 1 Module each; Focus Day = 2 Modules

*ALL PRICES ABOVE ARE EXCLUSIVE OF 10% GST.

Register Early & Save!

END USER PRICING*Register & pay

before20 Sep 2019

*Register & pay before

25 Oct 2019


22 Nov 2019


31 Jan 2020STANDARD PRICE

2 Day Pass (Includes Awards) 27-28 February 2020

$2,799$3,199 + GST = $3,518.90

$3,499 + GST = $3,848.90

$3,799 + GST = $4,178.90

$3,999 + GST = $4,398.90

3 Day Pass (Includes Workshops and Awards) 26-28 February 2020

$3,499$3,899 + GST = $4,288.90

$4,199 + GST = $4,618.90

$4,499 + GST =$4,948.90

$4,699 + GST = $5,168.90

4 Day All Access Pass (Includes Site Tours, Workshops and Awards) 25-28 February 2020

$3,799$4,199 + GST = $4,618.90

$4,499 + GST = $4,948.90

$4,799 + GST =$5,278.90

$4,999 + GST = $5,498.90

VENDOR PRICING

2 Day Pass (Includes Awards) 27-28 February 2020

$4,499 + GST = $4,948.90

3 Day Pass (Includes Workshops and Awards) 26-28 February 2020

$5,299 + GST = $5,828.90

4 Day All Access Pass (Includes Site Tours, Workshops and Awards) 25-28 February 2020

$5,499 + GST = $6,048.90

A LA CARTE: BUILD YOUR OWN PACKAGE

Individual Site Tour $500 + GST = $550

Individual Workshop $500 + GST = $550

26568.005

(PHOTOCOPY THIS FORM FOR ADDITIONAL DELEGATES)

25 - 28 February 2020 The STAR, Gold Coast

3 WAYS to REGISTER

MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000

AUSTRALIA & NZ

EXPI

RED

EXPI

RED

T: +61 2 9229 1006 E: [email protected] W: http://www.customercontactweek.com.au

TELEPHONE +61 2 9229 1000

EMAIL [email protected]

CLICK HERE SUBMIT THIS FORM

/IBF

CLICK HERE TO SUBMIT FORM

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http://ssonetwork.com/events-sharedservicesweek-au/srspricing

mailto:registration%40iqpc.com.au?subject=Registration%20form%20SSOW%202020

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