Agenda Day 1 – Double Stream

Tuesday 25th April – Agenda Day 1

08:00 - 09:00

Morning Registration

09:00 - 09:15

Opening Remarks by the 2 Chairmen
Péter Csucska, General Manager - Lexmark Competence Center (Hungary)
Ehsan Shammasi, Head of HR Shared Services - Al Tayer Group (UAE)

09:15 - 09:45

OPENING PANEL
General Overview, Market Trends and Future Perspectives of the SSC Industry in the CEE Region and Around
This opening session will bring a general overview of the main challenges faced by SSCs in the region, looking at global European trends to compare with and analyze the specificities of the market and its future evolution.
  • Quick overview of the current situation and trends of the industry: Facts and figures from around CEE
  • Is the market saturated or is there still space for new players?
  • What comes after maturity: Leaders perception of what the future will bring to the region
MODERATOR:
Péter Csucska, General Manager - Lexmark Competence Center (Hungary)

PANELISTS:
Philip Woodburn, VP FiSS Global Services and Operations - Schneider Electric (Poland)
Maciej Kulbat, Center Head - Avon Global Financial SSC (Poland)
Maya Milanova, Site Operations Manager - Experian (Bulgaria)

09:45 - 10:15

KEYNOTE SESSION
Make Your People Happy! Employee Engagement Strategies to Keep Your Staff Motivated, Customer-Focused, Innovative and Decisive (in Other Words, Does Paradise Exist in SSC?)
  • Engaged managers create engaged employees: Involve your leadership teams in engagement strategies to ensure commitment and motivation at all levels of the organization
  • Show the big picture: Be clear on what you expect from your employees and help them understand the reasons why behind your decisions
  • Culture and values: Going beyond comp & ben to boost individual performance
  • Work-life balance is the Holy Graal: You need to offer more than a job to keep your people engaged
Philip Woodburn, VP FiSS Global Services and Operations - Schneider Electric (Poland)

10:15 - 10:25

Working Environment and Engagement: Put What Matters the Most in Your Organization First!
Gábor Paukovics, Strategic Project Manager CEE Region - Kinnarps (Hungary)

10:25 - 11:15

Morning Break and Structured Speed Networking Session
25-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 20-minute coffee break.

STREAM A: HR, Governance & Stakeholder Management

STREAM B: Processes Optimization & Technology Innovation

11:15 - 11:45

Employer Branding and Recruitment: It is Time to Communicate on Your Corporate Values to Differentiate and Attract the Right Candidates
  • How to create a strong “brand” both internally and externally to attract the right fits in a context of fierce competition
  • Piggybacking on corporate communication strategies to leverage on group image and increase visibility during recruitment phases
  • Social media, partnerships, job fairs... name them all, you have to be everywhere (as long as you plan it properly)!
Péter Csucska, General Manager - Lexmark Competence Center (Hungary)
CASE-STUDY - Multi-country Operations in Multifunctional SSCs: Benefits of Complementing Locations in CEE and How to (really) Have it All Right
  • A bit of project management standards cannot hurt: Precise definition of scope and planning phase to deliver on time and within budget
  • Transition and knowledge transfer: How to efficiently manage the “Lift and Shift” of your high value operations
  • Multiple operations in a multifunctional SSC at the same time: How to (really) have it all right
Gergely Marko, Head of Service Management - Vodafone (Hungary)

11:45 - 11:50

5 minutes to allow movement between the streams

11:50 - 12:20

CASE-STUDY - Leadership Development: Considering and Promoting Strong Leadership as One of the Most Crucial Blocks of Employee Engagement
  • Circle K Business Center's 4-year journey on how to work with leadership development in a structured way
  • Leadership development program as a way to implement common leadership culture and tools
  • HR professionals as facilitators of the program – how to make it work?
  • Peer-to-peer best practice sharing as a way to promote leadership role models and educate organization
Katarzyna Peda, Director HR (Staff functions) - Circle K SSC Europe (Poland / Latvia)
CASE-STUDY - Circle K´s RPA Journey: Transformation, Change Management and Where to Start the Transition to Robots
  • All what glitters is not gold: Main challenges of implementing a new RPA system in your company
  • How to properly select the right solution among the plethora of providers starting to cover up the market
  • Are RPA-supported systems really cheaper than traditional shared services on the long run and how many people can a robot replace?
  • It is not the end of traditional workforce: Train your people to control the robots and explore new career paths within SSCs
Mikelis Bendiks, Senior Consultant Lean - Circle K Business Center (Poland / Latvia)

12:20 - 13:30

Lunch and Networking Break

STREAM A: HR, Governance & Stakeholder Management

STREAM B: Processes Optimization & Technology Innovation

13:30 - 14:00

CASE-STUDY - Talent Management is More Than What it Seems: Cherish Them (Not Too Much Though!) if You Want to Stay Competitive
  • “Grow or struggle” or the necessary collaboration among SSCs to help increase the talent pool together
  • Focusing on coaching, leadership and knowledge transfer to back-up your organizations’ future growth from below
  • Going the extra mile: How to deliver more sophisticated career paths for top talents
  • Fast track programs and career shortcuts to keep the best players on board
Marcin Mlynarczyk, Managing Director - Lundbeck BSC (Poland)
PANEL DISCUSSION - Should You Fear The Robots? All You Need to Know About RPA Solutions to Prepare the Best Implementation for Your Organization
  • How to figure out the importance of RPA implementation for the business needs of your SSC?
  • Are RPA-supported systems really cheaper than traditional shared services on the long run and how many people can a robot replace?
  • It is not the end of traditional workforce: Because RPA is not about replacing your employees, but how to better utilize them
MODERATOR:Attila Balázs, Former VP Robotics Automation - Citi Shared Services (Hungary)
PANELISTS:
Natalia Westhaeuser, Head of CoE BPM & Robotics and Czech Republic SSC Head - Siemens (Germany)
Alexander Weigl, VP Global Service Delivery Centers - Lufthansa Global Business Centers (Germany)
Anita Kurucz, Executive Simplification Leader - GE Global Operations Europe (Hungary)

14:00 - 14:05

5 minutes to allow movement between the streams

14:05 - 14:35

Going Beyond Training as You Know it: Emphasizing on RoI, Needs Assessment, Learning Psychology and Technicality to (Finally) Deliver on Development Programs that Pay Off
  • Think about finance: your training budget is a redundant investment, not a cost...
  • Think about psychology: trainings positively impact your employees’ self-esteem and development more than your operations
  • Think about your needs (and resources): properly choosing between homemade trainings and outside providers
  • Technical skills are key – but can trainings really replace experience?
Balázs Tóth, VP, GBS Controller - Viacom (Hungary)
From Rapid Efficiency to Improved Effectiveness: Transforming “Quick-Hits” But Short-Lasting Actions into Long Term Strategies That Make Business Sense
  • How to bring more flexibility and adaptability in your processes to respond faster to market changes
  • Everybody talks about it: Change management to deliver on high value-added services and stay ahead of competition
  • Going beyond “technical” continuous improvement by developing soft skills and mindset adaptability



Anita Kurucz, Executive Simplification Leader - GE Global Operations Europe (Hungary)

14:35 - 14:40

5 minutes to allow movement between the streams

14:40 - 15:10

CASE-STUDY - Why Is It so Hard to Attract, Engage and Retain the New Generations in the “Traditional” Workplace? A Deeper Look at Intergenerational Management Strategies to Secure Your Company's Future
  • It is all about managing expectations: How to understand your employees’ hopes and dreams... and deliver on that!
  • Meet the Millennials: well educated, skilled in technology, self-confident, multi-tasked... but not loyal?
  • Entrepreneurship is the new black: Developing internal programs to encourage intrapreneurship and leverage on new generations’ creativity
  • You have to keep them interested! Building a bridge between engagement, fun, work life balance and performance culture
Zoltán Szabó, GM EMEA Regional Operations Centre - BT Global Services (Hungary)
CASE-STUDY
How to Realize the Next Quantum Leap in GBS Centers' Operational Performance? Excellence Programs to Improve Processes and Results and Ultimately Increase the Acceptance of the SSC Concept
  • Attrition management optimization and mitigation concepts
  • Real-time operations management to solve timeliness driven quality issues
  • The next stage of quality framework and culture
  • Governance structure and change management approach to facilitate process standardization and automation
  • Take advantage of the newest technologies at a lower cost

Alexander Weigl, VP Global Service Delivery Centers - Lufthansa Global Business Centers (Germany)

15:10 - 15:50

Afternoon Coffee and Networking Break

ROUND-TABLE DISCUSSIONS

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. Ideas of subjects to be picked and covered include:
  • How to create more high value-added services in your SSC to move up on the value chain and sustain your operations?
  • Employee engagement: Is the fight already lost before it even starts?
  • Employer branding: Developing a strategy at SSC level to increase attractiveness and rentention
  • Is there really something new with talent management? Strategies in place to attract and retain the brightest minds
  • Global Process Owners framework: How can GPOs bring values to SSCs?
  • First time automation: HR structure, change management and transformation strategies to ensure successful implementation

17:00 - 17:15

Closing Remarks - End of Day 1
Péter Csucska, General Manager - Lexmark Competence Center (Hungary)
Ehsan Shammasi, Head of HR Shared Services - Al Tayer Group (UAE)

VIEW AGENDA DAY 2