Program Day 2 – Plenary & Workshops

Wednesday 25th April – Agenda Day 2

08:00 - 09:00

Morning Registration

09:00 - 09:10

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

09:10 - 09:50

CASE-STUDY - GLOBAL PROCESS GOVERNANCE
Increasing the Business Acumen and Overall Accountability of SSCs Through the Definition and Establishment of Global Process Governance at Center Level
  • Changing scope and giving Global Process Governance a different purpose
  • Assessing the components required by your organization for successful GPG development
  • Dealing with different levels of governance bodies within one integration
  • Challenges and lessons learnt along the way
Miklos Schmidt, Director, Colfax Global Business Services (Hungary)

09:50 - 10:30

TOWARDS MORE BUSINESS ALIGNMENT
SSC Functions and Business Lines in the (Close) Future: Towards Improved Customer Experience and Increased Business Alignment
  • Redefining your value-chain to include customer experience as a pivotal point in your strategy and a main differentiating factor
  • What does “more value-added” services mean and how to start (or accelerate) the transition towards a less transactional model?
  • Applying the business partner model to all: CoE is dead, let’s create “business partnering centers”
  • Digging deeper into advanced CRM structures for better knowledge ownership and improved service delivery
Phil Priest, SVP of GBS, Smith & Nephew (UK)

10:30 - 11:00

Morning Break and Networking

11:00 - 11:40

ORGANIZATIONAL DESIGN TRANSFORMATION
More Independence for More Streamlined Organizational Design: Decomplexify SSC Operating Structures Through Better Alignment with Business and Higher Level of Accountability
  • How can you realistically deal with matrix structures? Who does what and who reports to who?
  • Breaking down silos and promoting horizontal scope of reporting to have a comprehensive view of and better answer business needs
  • Landlord model versus GBS model
  • Defining and adapting the right operating model: Transformation, hybrid, BPO and standardization to sustain growth
Jan Nikus, Program Director - Group Shared Services, Eltel Networks (Finland)

11:40 - 12:20

PANEL DISCUSSION - LOCAL REGULATIONS AND COLLABORATION
A Deep Look into SSCs’ Initiatives to Impact Both their Operations and Local Laws and Regulations to Better Adapt to a Truly Global Environment
  • GDPR compliance, IT security, local regulations, etc. How your SSC can anticipate and be an actor of the change rather than a spectator
  • Global operations imply local trust: How to streamline communication and enforce corporate standards across the globe to harmonize processes
  • How addressing language dependency and local reliability through standardization of regulations can positively affect your attrition
MODERATOR:
Phil Priest, SVP of GBS, Smith & Nephew (UK)
PANELISTS:
Miklos Schmidt, Director, Colfax Global Business Services (Hungary)
Anna Berczyńska, GBSC Director, Rockwool (Poland)
Péter Csucska, General Manager, Lexmark Competence Center (Hungary)

12:20 - 12:30

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

12:30 - 13:30

Lunch and Networking Break

AFTERNOON PRACTICAL WORKSHOPS

13:30 - 17:00

Afternoon Workshops
The 3rd CEE Strategic SSC Conference offers the possibility to the participants to pick among two highly practical and interactive workshops to conclude the summit with a “hands-on” and insightful experience.
The workshops will run concurrently in different rooms from 1.30 pm until 5 pm with a 30-minute break at 3 pm.

WORKSHOP A:
Advanced RPA
By Maksims Naumovs, Intelligent Automation Lead, Accenture (Latvia)
 
[More Info]

WORKSHOP B:
Effective Change Management Processes
By Péter Csucska, General Manager, Lexmark Competence Center (Hungary)
 
[More Info]

17:00

End of the Conference

VIEW AGENDA DAY 1