Program Day 1 – Double Stream

Tuesday 24th April – Agenda Day 1

08:00 - 09:00

Morning Registration

09:00 - 09:15

Opening Remarks
Rahul Malhotra, Head of Business Service Delivery, Avis Budget Group BSC (Hungary)

09:15 - 09:45

Moving from Transactional, Back Office Assistants to Politically Involved and Business Oriented Organizations to Sustain the Model in CEE
  • This is not an open war: Working together with HQ instead of fighting against to understand and determine the new “SSC value proposition” of the future
  • How to make corporate embrace and understand the importance of SSC and its actual business value
  • You have the capacities, develop the capabilities: Grow the business acumen of your leaders to take a step closer towards legitimate profit centers
  • SSCs as hybrid profit centers: The only chance for CEE against low-cost arbitrage?
Herve Hachet, Financial SSC Director, Amer Sports (Poland)

09:45 - 10:15

The Big HR Question to the Survival of SSCs in CEE: What Will be the Future Cost of Today’s Societal and Ethical Impact of SSCs Locally?
  • Are SSCs today slowly but surely cannibalizing the labor market they live from?
  • What will be the long term impact of mass recruitment campaigns on the business equilibrium at city levels?
  • Standardization of tasks = standardization of profiles: A paradox in the era of the “millennials who want a work with purpose”?
  • The maturity question and the shift of the critical mass challenges: Where are the new talent pools going to be?
Ewa Carr-de Avelon, Shared Service Center Head, XL Catlin (Poland)
Katarzyna Peda, Director HR (Staff functions), Circle K Business Centre (Poland)

10:15 - 10:35

20-minute ice-breaker to get in touch with your fellow colleagues from various organizations, discuss challenges and exchange business cards… Of which you’ll need plenty! Followed by a 25-minute coffee break.

10:35 - 11:00

Morning Break and Networking

STREAM A: Strategic Management, HR & Governance

STREAM B: Processes Optimization & Transformation

11:00- 11:30

Standardization is SSCs’ Worst Enemy: Modern Job Design to Address Increasing Complexity While Fighting Repetitive Tasks and Boost Engagement
  • What is the future of work? A deep look into new generations’ life expectations and companies’ adaptability strategies to answer that
  • Understanding a world of constant and increasingly fast disruptions… and how to take advantage of it
  • Increasing importance of personalized and tailored lifelong learning to challenge status quo and use change as an engagement tool
  • How to re-skill today's resources to the new roles SSCs will be needing in the future (from specialists to versatile problem solvers)
Raluca Romanu, General Manager, Bosch Service Solutions (Romania)
The Untold Story (That Everyone is Experiencing) About RPA in SSC Environment: What Really Hides Behind the Trend and How it Will Impact Operations in the (Close) Future
  • It does not work for you but you don’t dare to say it? You are not alone! Where to start, how to start, who to start with and how to visualize long term results
  • Eliminate, standardize, optimize, automatize and robotize – Sequential importance for successful RPA implementation
  • Take your time and do it right: Train your managers on how to structure the knowledge about RPA to ensure buy-in from start
  • You should also consider the impact of robotization on the pyramid of skills that will be needed in your organization post-integration
Dominik Jaskulski, Project Manager – Automation & Technology, ABB GBS (Poland)

11:30 - 11:35

5 minutes to allow stream change for those wishing to do so

11:35 - 12:05

Leadership Development Through Soft Skills Training and Re-Humanization of SSC Operations: What if your Managers Were More Responsible for Attrition than your Job Descriptions?
  • This should not be factory work: How to deliver on what you really promote
  • Moving from specialist to manager: Leadership skills programs and knowledge transfer trainings to prepare your new leaders to their new roles
  • Talent development programs: Going beyond rewards and incentives to capitalize on “real” engagement
  • Sense of responsibility and belonging: Develop a culture that your leaders can identify to and share with their teams
Petter Frisell, EMEA Finance Director Corporate Shared Services, DXC Technology (Czech Republic)
A Deep Dive into Interdependent Strategies of Corporate and GBS: How to Develop a Business Model that Really Benefits Both
  • Myths and reality: Is it fine to assume that the GBS model should be a central point of the global corporate strategy?
  • The shockwave of change led by SSCs: Putting in practice the transformation process of the IT / Business / HR combo
  • Can we talk about bottom-up? How the “meritocratic culture” well installed in the SSC industry can spread at corporate level
  • Transitioning process ownership to GBS… and back: How to manage a 2-way business relationship?
Balázs Tóth, VP GBS Controller, Viacom (Hungary)

12:05 - 12:10

5 minutes to allow stream change for those wishing to do so

12:10 - 12:40

An SSC is Like a COMPANY: Mindset Change and Clear Business Approach through Re-Invented Branding to Attract New Profiles Within SSCs
  • Moving from employer branding to job branding: Promoting SSC positions as “real jobs” to increase attractiveness
  • Dynamic vs. static: When business moves, so do support functions – How to apply corporate change management precepts to SSCs
  • SSC majors at universities: Utopia or increasing reality? Don’t wait, act now through adapted internal business education
Ewa Carr-de Avelon, Shared Service Center Head, XL Catlin (Poland)
Start the Transformation Journey Now: Leading by the Example and Taking the Digital Turn to Go Paperless and Improve Efficiency
  • Identifying the right process improvement tools that will lead you to a successful transformation
  • Key stakeholders and regulations at stake: Dealing with so many layers in decision making processes
  • The nightmare of ERPs alignment: Robust IT structure and top management buy-in to support the transition
  • Big bucks at stake: Invest a lot to harvest even more
Roland Pac, Director of Group Shared Service and Board Member, FRoSTA (Poland)

12:40 - 13:40

Lunch and Networking Break

STREAM A: Strategic Management, HR & Governance

STREAM B: Processes Optimization & Transformation

13:40 - 14:10

Digital Transformation, Flexible Working Hours, Virtual Teams, Millennials: How to Manage a New Breed of SSC Professionals and Impact on your Center’s Operations
  • New processes and new operators’ mindset mean constant adaptation to change: How to identify the profiles who will be able “to take it”?
  • How to identify the right technologies and leverage on them to become the ideal workplace of the future
  • Multiple generations in the workplace: Building bridges to facilitate knowledge transfer and increase the business value of your center
  • Intergenerational management: Rethinking the contours of your D&I strategy
Máté Lőrinczi, HR Manager Hydraulics Sales & Central Functions EMEA, Eaton BSC (Hungary)
Process Automation Does Not Always Involve Robotic: Exploring Internal Capacities and Existing Tools to Streamline your Processes Without the “Robots” and Better RoI
  • Process optimization can do you good! Looking into incremental changes that can lead into big savings
  • Role of your CI experts in defining the processes that can be streamlined without integrating new technologies
  • Is Lean / Six Sigma already a relic from the past or can it be revisited and re-adapted to your constantly changing processes
  • When technology integration alone fails to deliver on promises: how to fasten IT systems’ change management process to keep the pace of technology advances?
Herve Hachet, Financial SSC Director, Amer Sports (Poland)

14:10 - 14:15

5 minutes to allow stream change for those wishing to do so

14:15 - 14:45

Attractiveness, Engagement and Retention Focus is Back (or Still) on Top of the List: A Look at How Different Organizations Address the “Personnel” Challenge Across the Region
  • The pool is not big enough: Where to look for candidates and how to attract them despite increasing competition
  • You have to keep them interested! Building a bridge between engagement, fun, and performance
  • Are we slowly but surely witnessing the death of employee engagement surveys as we know it?
  • More value-added services to keep your top performers motivated: Easier said than done!
Petter Frisell, EMEA Finance Director Corporate Shared Services, DXC Technology (Czech Republic)
Corina Tiu, Operations Director, Bosch Service Solutions (Romania)
Katarzyna Peda, Director HR (Staff functions), Circle K Business Centre (Poland)
Roland Pac, Director of Group Shared Service and Board Member, FRoSTA (Poland)
Process Evolution: How to Effectively Move from Transaction Processing to Adding Value and Providing Effective Business Support
  • Process mapping for key stakeholders identification and getting buy-in for transformation
  • Strengthening your compliance to drive efficiency and change in your T&E practices
  • Setting up effective Data Analytics with comprehensive and measurable results for clarity and tool development
  • Customer service is key: Linking process automation with concrete business outcomes
Jacek Tokarz, Director, Global Finance Operations, Rockwell Automation (Poland)

14:45 - 14:50

5 minutes to allow stream change for those wishing to do so

14:50 - 15:20

Global Impacts of Local Stakeholder Management: Thorough Stakeholder Mapping as a Key Tool to Support your CI Activities, and Change Management Programs
  • Easier to drive change when you have your key stakeholders buy-in: Engagement tips for smoother onboarding
  • Identifying the “blockers” among your inner/outer stakeholders who prevent the move towards more efficient operations
  • Contract management and active communication: SLAs and follow-ups to ensure better collaboration with your providers
Anna Berczyńska, GBSC Director, Rockwool (Poland)
AVON Global Financial Shared Services' Case-Study - From Low Cost Transaction Processing Center to Global Business Services: The Only Path to Sustainability?
  • How to get there is one thing, but is it really worth the financial and time investment?
  • Key challenges when setting up a shadow organization to drive change: How to find the right model
  • GBS should be all about better business alignment, but does it deliver at all?

Maciej Kulbat, Director - Global Financial Shared Services, AVON (Poland)

15:20 - 15:50

Afternoon Coffee and Networking Break


15:50 - 17:00

Round-Table Session / Discussion
1 hour to deepen in small groups of 8-10 people one “hot topic” to be picked from a list containing the most pressing challenges and issues faced by SSCs in the region. Highly interactive format and follow-ups to get the best out of the experience sharing and networking opportunities offered by the summit.

17:00 - 17:15

Closing Remarks - End of Day 1
Rahul Malhotra, Head of Business Service Delivery, Avis Budget Group BSC (Hungary)