Main Conference Day 2

8:45 AM - 9:00 AM Chair’s opening remarks

It doesn’t matter where you are on your Shared Service journey; we all know that the essence of BAU within Shared Services (Global Business Services) is a delivery of value-adds along with healthy foundations.
If you aren’t continuously building upon your offering, you are going backwards relative to your competition – who will be moving faster than ever!
In this keynote address, delegates will discover about how a company (revenue below 10bln$) from a traditionally non-process driven industry have embarked upon an exciting and innovative transformation journey, and the structures that have been put in place to leapfrog to GBS maturity from “scratch”.

You will discover how to:
• Innovate traditional SSC (Global Business Services) set-up (skills / agility / laser-focused approach / risk acceptance all oriented as business outcome vs. location / cheap workforce approach only)
• Trust based model in people management as a key component of this journey
• Company values along with Leadership Style being instrumental in driving change forward, right from inception
• Phased approach to centralization along with moderate risk acceptance
• Respond to the need for benefits

9:00 AM - 9:40 AM Transforming how we transform - turning the model on its head to develop the GBS model of tomorrow

Maciej Piwowarczyk, SSC Director, Discovery Communications


Maciej Piwowarczyk

SSC Director
Discovery Communications
• Deploy initiatives to solidify excellence in customer service is the ultimate value-add – the key to ultimately expanding your SSC scope
• Discover the impacts of value-add when the traditional SSC geographical reporting structures are replaced
• Challenge existing ways of thinking – manage and encourage a role reversal in these reporting lines.

9:45 AM - NaN:NaN AM Refocussing your SSC angle - embedding Customer Experience as the central facet in your SSC strategy

Anna Round, Operations Director, Geoban Calum Cooper, Head of Shared Services Europe, RBS Katerina Vranovska, Contact Centre Director, Johnson and Johnson Wojciech Wieroński, CE Chief Financial Officer, TESCO (Polska) Sp. z o.o.


Anna Round

Operations Director

Calum Cooper

Head of Shared Services Europe

Katerina Vranovska

Contact Centre Director
Johnson and Johnson

Wojciech Wieroński

CE Chief Financial Officer
TESCO (Polska) Sp. z o.o.
• Develop a clear vision that aligns key stakeholders with what adds value in business processes.
• Drive productivity gains through engaging your finance team in the value realization process.
• Transformation initiatives - establish an ethos of value and CI within your SSC structure.
• Bringing other teams on-board in the journey.

10:30 AM - 11:10 AM Elevating Customer Service through Effective Employee Engagement and a culture of Continuous Process Improvement

Is there anyone you have been dying to speak to that you were unable to connect with yesterday? Don’t be shy! Introduce yourself to the individuals and companies you want more insights from.

11:10 AM - 11:20 AM Morning refreshments and networking break in the exhibition hall


Your chance to connect, learn and benchmark with your peers! Your choice of two discussion groups, so you can tailor your experience to your business-critical needs. 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 two topics and will rotate between their choices every 30 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, guaranteeing a perfectly tailored experience

12:50 PM - 1:45 PM Lunch

• Global Attrition Rate
• Cost per Invoice
• Days to Close
• Cost of Finance

For the first time in Eastern Europe SSOW – have the opportunity to understand and deep-dive into how other SSCs achieve excellence.
SSON Analytics have analysed digital and event data to establish which are the top 20 most-admired SSCs and worked with them to understand the metrics driving their success. These include:
In this session, some of the project’s participants talk through their aggregated data and the methods and tools used to achieve these results. Helping you set your strategy for the next
year and understand the hard and fast numbers you should be aiming for

1:45 PM - 2:10 PM Interactive Benchmarking session: Rate yourself against the best

Gabor Ziesler, General Manager, Business Shared Services, Budapest, Diageo Philip Woodburn, VP Finance Global Shared Services Operations, Schneider Electric


Gabor Ziesler

General Manager, Business Shared Services, Budapest

Philip Woodburn

VP Finance Global Shared Services Operations
Schneider Electric
• Leading revolutionary business transformation – keep your metrics in green whilst embedding change practices!
• Accelerating your standardisation processes

2:15 PM - NaN:NaN AM Kitting out an ambitious SSC for success – embedding automation and best practise from the outset in order to land that jump to GBS success

Adrian Marciszewski, Director, Global Business Services, QVC


Adrian Marciszewski

Director, Global Business Services
• Create a strategy around Mergers and Acquisitions to continue to deliver on your SLAs
• Strategise growth models – developing an integration/ assimilation plan
• Turning uncertainty into opportunity

2:15 PM - NaN:NaN AM “Weathering the storm: Growing your SSC through periods of uncertainty” – a Jardine Business Services / Newall Brands approach

Radka Bellissimo, , Director of SSC at Jarden Business Services Group, Newall Brands


Radka Bellissimo

Director of SSC at Jarden Business Services Group, Newall Brands
GBS is the natural next step on the SSC journey, in order to drive additional cost savings and develop a global strategy.
However, this additional complexity requires extensive planning in order to ensure there is a well-defined global blueprint for success.

• Hear from Stephen Caulfield, VP of one of the top twenty most admired SSCs, about Dell’s journey to GBS
• Learn about transitioning to GBS, and how to utilise regional differences to your advantage

2:15 PM - NaN:NaN AM Lessons learnt: The challenges and opportunities that come with adopting a GBS model

Stephen Caulfield , Vice President Dell EMC Global Services & GM Dell Bratislava, Dell EMC
Stephen Caulfield, Vice President GBS, Dell EMC


Stephen Caulfield

Vice President Dell EMC Global Services & GM Dell Bratislava
Dell EMC

2:50 PM - NaN:NaN AM Setting up your SSC from scratch – recognising what and who you need in order to drive your successful SSC strategy

Magdalena Dopierała-Bösze , Head of Shared Services,, ABB
Magdalena Dopierala-Bosze, SSC Director, ABB


Magdalena Dopierała-Bösze

Head of Shared Services,
• Realising your business capabilities in order to shape your SSC
• Develop a clear location strategy, picking the right city
• Developing a Target Operating Model and Organisational structure to capitalise on the gains you can make on your SSC journey.

2:50 PM - NaN:NaN AM Demystifying the future – creating a strategy in the Age of Disruption

Rob Van den Wijngaard, Manager Finance Shared Service Centre, University Leiden
Rob van den Wijngaard, Head of SSC


Rob Van den Wijngaard

Manager Finance Shared Service Centre
University Leiden
• How to drive your transformation journey
• Building up a proper guiding team – the challenges and opportunities of change
• Strategy & Culture – what’s more important?
• When culture leads to definitive business action

2:50 PM - 3:15 PM Transformation & Change Managment - sell your vision to your senior leadership team

Robert Verbich, Head of Global Shared Services for EMEA, Osram


Robert Verbich

Head of Global Shared Services for EMEA
The traditional value proposition of low-skill, transactional SSC is in the rear-view mirror, the vision of the future is automation alongside a high-performing, knowledge-based workforce.

How to accelerate this process?
• Rehiring vs redeploying and retraining – does your existing staff have the skillset you need?
• How to fully utilise centres of excellence to provide valuable knowledge-based awareness of your business operations
• Creating an internal hybrid model –from transactional employees to strategically placed knowledge workers

3:30 PM - NaN:NaN AM Goodbye, transactional service, hello strategic business partnering

Tamas Kovacs, Site Leader for Shared Services, Nokia Shiran Ranasinghe, CFO – Centre of Excellence, Aon Hewitt Ionel Popescu, Managing Director Shared Services, Rompetrol Maciej Piwowarczyk, SSC Director, Discovery Communications


Tamas Kovacs

Site Leader for Shared Services

Shiran Ranasinghe

CFO – Centre of Excellence
Aon Hewitt

Ionel Popescu

Managing Director Shared Services

Maciej Piwowarczyk

SSC Director
Discovery Communications
The myths and truths of talent management: how to steer away from BS and make better decisions using science
How to attract and select best talent for your organization? Are there really any differences in work motivation between Generation Z and the Millennials?
What are the competencies your high potentials need to thrive as leaders and managers? 
All of these talent management questions have clear, evidence-based answers, yet for most of them both HR directors and SSC heads still seem to value intuition over science. 
We would never get on a plane built based on intuitive physics, nor would we go to a doctor with a degree in intuitive medicine. Still, the majority of managers see no problem in selecting talent or managing teams based on their gut feelings or the latest flavor-ofthe- month approach.
In his inspiring talk, Piotr will examine wildly popular beliefs in the areas of employee motivation, personnel recruitment and leadership development.
By questioning the assumptions that guide talent management decisions he will provide evidence-based framework for better management decisions for Eastern European SSCs.
Piotr Prokopowicz is an Assistant Professor of Organizational Behavior, speaker, author, and talent management consultant.
He holds a PhD in sociology and MA in psychology, but don’t let that scare you off - with his practical experience as a business owner, and a sharp focus on evidencebased practice he has been able to succeed in numerous enterprises that bridge the gap between research and implementation.

4:10 PM - NaN:NaN AM Big Ideas Speaker - Piotr Prokopowicz

4:50 PM - 5:00 PM Closing address and thanks