Agenda Day 2 – Practical Presentations

Wednesday 26th April – Agenda Day 2

08:00 - 09:00

Morning Registration

09:00 - 09:10

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

09:10 - 09:50

CoE Is the “New SSC”: A Journey onto Moving up the Value Chain from Low Cost Transactional Activities to High Value Added Services to Increase Competitiveness (and Save Your Operations in CEE?)
  • Navigating the transition: Leadership, training, communication... and HQ support and commitment in making it a reality
  • Technicality of introducing “new skills” to SSCs – marketing, supply chain, etc.: What about centralizing operations that you did not even think of before?
  • Towards more complex, more skilled and more agile SSCs: Leveraging on existing high level of competences to introduce increased diversity and more added value services
  • Role and place of CoEs in the GBS model
Nima Motazed, Managing Director / Head of Global Services Bratislava - Swiss Re (Slovakia)

09:50 - 10:20

Governance and Internal Communication: How to Build a Trustworthy and Respectful 2-way Relationship Between HQ and SSC to Optimize the Benefits of Centralization
  • Communication, delegation and responsibilization: 3 steps towards improved stakeholder management
  • Precisely setting-up transparent control guidelines and reporting structure at SSC level to improve stakeholder visibility
  • Implementing a feedback culture to better manage expectations and improve understanding
  • Accountability leads to dependency, or when your SSC becomes essential to HQ operations
Mónika Pintér, Partner - DLM Consulting (Hungary)

Marcin Mlynarczyk, Managing Director - Lundbeck BSC (Poland)
Márta Berzsenyi, HR Business Partner, Commercial Support Services - Avis Budget Group BSC (Hungary)
Maciej Kulbat, Center Head - Avon Global Financial SSC (Poland)

10:20 - 10:50

Customer Satisfaction and Loyalty is What Matters: Service Design Integration in SSCs to Deliver on Higher Quality and Improved Perception of Your Clients’ Needs
  • How to properly apply the “service design science” to your SSCs operations: From concept to reality
  • It is not just about delivery: People, infrastructure and communication needed to improve quality
  • Should you name a “Chief Service Design Officer”?
  • Measuring the results of your service design initiatives from implementation to clients’ perception
Ruchir Verma, Head of Regional Finance Centres - Zurich Insurance Company (Switzerland)

10:50 - 11:20

Morning Break and Networking

11:20 - 11:50

What Comes After Maturity? Strategic Process Re-engineering at Avis Budget Group BSC to Adapt to a Constantly Changing and More Demanding Business Environment

  • Identifying and prioritizing the processes to focus the transformation on: Needs assessment and capabilities inventory
  • Reflecting on the opportunities to move from transactional activities / cost centers only towards revenue generation add-ons
  • Hands-on lessons learnt: How to re-design projects that go wrong during live integration without impacting on-going operations and productivity levels
Rahul Malhotra, Head of Service Delivery - Avis Budget Group BSC (Hungary)

11:50 - 12:20

Adaptability is Key: Re-Inventing the SSC Model to Ensure Sustainable Operations in the Future
  • SSC and agility: Quicker decision making processes and the end of complex matrix organizations?
  • How can the GBS model and all its benefits be implemented for real
  • Functional leaders mindset change: How to “teach” and “inspire” change in the main catalysts of SSCs
Ehsan Shammasi, Head of HR Shared Services - Al Tayer Group (UAE)

Ruchir Verma, Head of Regional Finance Centres - Zurich Insurance Company (Switzerland)
Maya Milanova, Site Operations Manager - Experian (Bulgaria)
Balázs Tóth, VP, GBS Controller - Viacom (Hungary)
Zoltán Szabó, GM EMEA Regional Operations Centre - BT Global Services (Hungary)

12:20 - 12:30

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

12:30 - 13:30

Lunch and Networking Break


13:30 - 17:00

Afternoon Workshops
The CEE Strategic SSC Conference offers the possibility to the participants to pick among four 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.

PM Skills for Leaders
By László Mindszenti
[More Info]

Employee Engagement
By Ehsan Shammasi
[More Info]

Advanced RPA
By Abhinav Pandey
[More Info]

HR Analytics in SSC
By Sjoerd van den Heuvel & Eva Reuling
[More Info]


End of the Conference