12 - 13 June, 2019 | Pullman Melbourne Albert Park, Melbourne, VIC

Conference Day One: Wednesday, 12th June 2019

8:00 am - 9:00 am Come and Grab a Coffee, Register and Visit our Exhibitors

9:00 am - 9:10 am Opening Remarks from Conference Chair Person

International Ryan Davis - SVP Procurement, Bank of America
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International Ryan Davis

SVP Procurement
Bank of America

9:10 am - 9:40 am INSPIRATIONAL INTERNATIONAL: Unleashing the Back Office! Understanding the Benefit of Combining Robotic Process Automation and Artificial Intelligence for Operational Efficiency

International Ryan Davis - SVP Procurement, Bank of America
The benefits of technology like RPA and Artificial Intelligence in Shared Service functions are undeniable. Leaders in this space know that this technology not only provides cost saving but can actually help delight customers and drive the future of shared services. This session will improve your understanding of where the innovation is happening and highlights the technology being utilised in unconventional ways.

  • Exploring the different kinds of technology, their use and the future impact on shared services
  • Driving innovation and overcoming common barriers to success in regards to implementing new technology
  • Producing a benefit in Shared Services through cost reduction and adding value to your customer
  • Ecosystem Orchestration to pull together various digital solutions to seamless delivery
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International Ryan Davis

SVP Procurement
Bank of America

9:40 am - 10:10 am AUSTRALIAN THOUGHT LEADERSHIP: Should a Shared Service Take On a Strategic Function? The Value of Adding Scope to a Shared Service from a Single Function into Multifunction

Ben Fothergill - Vice President Global Finance Transformation, BHP
BHP have undergone a continuous transformation of their shared services over the last three years. They constantly reassess and add scope to their shared services gradually. This enables a more strategic and sustainable approach to setting up the shared service. Due to its ability to optimise and prove value faster which stems from greater control. It has also enabled change across the shared service- by proving they have got the fundamentals right, they have started to move into an advisory role and have begun to move up the value curve.

  • Uncovering BHP’s transformation journey to gradually add value to a shared service, rather than as a big bang
  • Exploring operating models and how to reassess them once you reach critical mass
  • Moving into higher value activities and what’s next for BPH
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Ben Fothergill

Vice President Global Finance Transformation
BHP

10:10 am - 10:40 am Automation Anywhere Sponsored Session

10:40 am - 11:10 am SPEED NETWORKING

11:10 am - 11:40 am MORNING TEA

Interactive Discussion Groups Interactive Discussion Groups - Pick Three!

During this part of SSOW, 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 three 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, ensuring a perfectly tailored experience.

11:40: First Rotation  Take 5 12:15: Second Rotation  Take 5 12:50: Third Rotation

Table One

11:40 am - 1:20 pm Adopting Co- Design and Customer- Centric Strategies When Setting up SSOs
Peter Tow - Director, Project Management Office, Western Sydney University
Facilitator:
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Peter Tow

Director, Project Management Office
Western Sydney University

Table Two

11:40 am - 1:20 pm Vendor Management Best Practices When Adopting AI & Data in the Back Office
Joel Campbell - Leader of Data Science and AI, Rio Tinto
Facilitator:
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Joel Campbell

Leader of Data Science and AI
Rio Tinto

Table Three

11:40 am - 1:20 pm Please Take a Seat at the C-Suite Table
Morag Eyles - GM People Services, NBN Co.
Facilitator:
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Morag Eyles

GM People Services
NBN Co.

Table Four

11:40 am - 1:20 pm AUTOMATION ANYWHERE FACILITATED TOPIC


Table Five

11:40 am - 1:20 pm SAP CONCUR FACILITATED TOPIC


Table Six

11:40 am - 1:20 pm Blockchain 101: Uncovering the Benefits of Blockchain in Shared Services

1:20 pm - 2:20 pm Lunch

Streams Start! Tailor Your Experience

Are you planning your Shared Service Launch or Up to 3 years in? Attend this stream!

PLANNING AND LAUNCHING

12:20 pm - 12:50 pm Benefit Realisation: Centralising Your Shared Service to Reduce Locations by 75% and Drive Performance
Joe Guerrini - Shared Services Manager, University of Southern Queensland
Joe explores the implementation of his shared service with his team over the last 10 years from new beginnings to an evolved mature service and how they constantly do more with less. He also discusses how to prove a benefit over competitors in cost, efficiency and customer service.

  • Prove the business case to continue evolution and transformation
  • Realise a cost saving with effective measurements of workload and resourcing
  • Explore how to measure benefits in efficiency and customer service from centralising services
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Joe Guerrini

Shared Services Manager
University of Southern Queensland


Over the initial bumps and looking to scale up? Want to connect to advanced organisations in SSO? Attend this stream

EVOLVING AND MATURING

12:20 pm - 12:50 pm From Cost Savings to Valuable Service: How CSL Hired and Onboarded over 10, 000 Employees and Grew the Business as a Result from Shared Services
Clare McCann - Director, HR Operations, CSL Behring
CSL is an Australian legacy company, operating for over 100 years in 30 countries with over 17,000 employees world wide. Clare has been on a journey at CSL, implementing a Global Business Services model. She will tell the story of her maturing shared service, which has been constantly evolving and growing in end to end HR delivery.

  • Implementing systemisation, using her BPO background to streamline processes and then implement automation
  • Creating new opportunities for her people as they begin to own design, data quality and data analytics in the shared service
  • Delivering real value add and a customer centric approach to service through survey metrics
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Clare McCann

Director, HR Operations
CSL Behring

FINANCE AND ACCOUNTING

12:20 pm - 12:50 pm The Road to Finance Transformation: How Woolworths Saved Over $4 Million Per Year in Operating Costs
Rob Fellowes - Delivery Lead Transaction Solutions, Woolworths Group
Three years ago Woolworths made the decision to insource finance operations in Hobart. Due to increasing operating costs and cultural challenges, they identified significant transformation of their finance functions was required. By optimising their people, processes and systems, they were able to achieve a 35% reduction in their operating costs and are continuing to see results.

  • Hear about the ROI of culture transformation investment in their team transforming the culture
  • Benchmarking with external providers to provide value
  • Building systems internally with a focus on optimisation and automation
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Rob Fellowes

Delivery Lead Transaction Solutions
Woolworths Group

HR VISION

12:20 pm - 12:50 pm Getting Ready to Deploy Automation: Utilising Process Mapping to Ensure a Successful RPA Roll Out
Brett Holmes - Head of Human Resources Shared Services, Sigma Healthcare
Brett is passionate about what he calls dysfunctional HR. He defines this as the idea that just because you implement an HR system or automation, it doesn’t mean all of your problems are automatically fixed! Understand how to effectively map your processes and optimise them to be ready to roll out automation where needed.

  • Defining your processes clearly and understand the direction of your shared service
  • Identifying which processes to optimise, and which to implement automation
  • Maximise the impact of automation with forethought and detailed planning and ensure your user experience wont be impacted
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Brett Holmes

Head of Human Resources Shared Services
Sigma Healthcare

MULTIFUNCTIONAL INNOVATION

12:20 pm - 12:50 pm How Queensland Shared Services is Transitioning to Agile for ERP
Vincent Enderbury - Manager, Portfolio Office, Queensland Shared Services, Department of Housing and Public Works
QSS realised their previous ways of engaging, prioritising, developing and implementing system and process changes were inadequately set up to deal with the rapid pace of change expected by their customers. Learn how QSS are:

  • Setting strategy and creating functional roadmaps to provide a clear path to deliver change
  • Identifying priorities through an ideation framework to ensure focus is on high value change
  • Improving employee and customer experience through collaboration and engagement
  • Escalating the delivery of ERP system change through frequent and iterative development
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Vincent Enderbury

Manager, Portfolio Office, Queensland Shared Services
Department of Housing and Public Works

12:50 pm - 12:55 pm TAKE 5

Are you planning your Shared Service Launch or Up to 3 years in? Attend this stream!

PLANNING AND LAUNCHING

2:55 pm - 3:25 pm Get Rid of Non Performing Structures! How to Strategically Position Your SSO for the Future
Bob Beusekom - Group Director Corporate and Shared Services, Mater Group
This session articulates how you can align the strategic direction of your back office with your stakeholders needs and understands where SSO might be going in the future. This allows you to structure your SSO in a more informed manner and achieve the benefits which you want to deliver.

  • Creating a roadmap and framework to detail Mater’s strategy
  • Structuring Shared Services to work with automation and move up the value curve
  • Determining how to measure and benchmark your shared service against competitors for survival
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Bob Beusekom

Group Director Corporate and Shared Services
Mater Group

Over the initial bumps and looking to scale up? Want to connect to advanced organisations in SSO? Attend this stream

EVOLVING AND MATURING

2:55 pm - 3:25 pm Launching a Global Business Service: What Does it Mean and is it Worth it?
David Burns - Group Executive, Global Business Services, Telstra
Getting to a Global Business Service (GBS) seems to be the Holy Grail- something that many organisations want to implement as they look to simplify costs and better manage shared services. In this session designed to help you identify if a GBS is the right option for you, David Burns, Telstra Global Business Services, shares the insights, benefits and challenges faced as Telstra implemented a Global Business Service model.

  • Exploring the different operating models in the Global Business Service space
  • Outlining and overcoming the challenges faced when implementing a GBS model
  • Understanding the cost and benefits realised through a GBS model
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David Burns

Group Executive, Global Business Services
Telstra

FINANCE AND ACCOUNTING

2:55 pm - 3:25 pm Reducing Costs at AMP With System Integration and Automation on Low Frequency Tasks
Andrew Syros - Head Of Shared Services & Financial Control, AMP
Andrew is implementing system integration and RPA across a number of processes to minimise costs, create a leaner shared service and improve efficiency. He has implemented automation on 8-9 processes with plans to implement about 5-6 more projects on Accounts Payable, Statutory Accounts, and R2R. Andrew discusses:

  • Implementing systems integration and automation for cost benefit, streamlined process and human error reduction
  • Upskilling staff in his financial shared service with the ability to create robots for a more sustainable role
  • Improving the customer experience with process excellence
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Andrew Syros

Head Of Shared Services & Financial Control
AMP

HR VISION

2:55 pm - 3:25 pm Understanding the Digital Tools to Increase Self Service and Improve User Experience
Sveta Ramani - Project Manager of HR Service Delivery, World Vision
Sveta from World Vision is implementing a three tier approach to upgrade the HR legacy systems her teams are currently working with to try to improve their HR service delivery. Sveta specifies some of the new technology she is implementing for her staff to increase self service and improve user experience.

  • Exploring the use of digital in the back office to make your HR more efficient
  • Implementing World Vision’s three tier approach including upgrading old legacy systems, implementing self service technology and creating CoE’s to improve the delivery of the HR function
  • Quantifying the benefit of these technologies by measuring employee experience and creating a competitive advantage
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Sveta Ramani

Project Manager of HR Service Delivery
World Vision

MULTIFUNCTIONAL INNOVATION

2:55 pm - 3:25 pm Award Winning Case Study: Establishing a Multifunctional Shared Service that Business Partners Value and Want to Work With
Emma Beard - Enterprise Services Director, Lion Co
In 2017 Lion expanded their finance shared services team into a multi-function platform whilst also off shoring, representing a significant change in Lion’s operating model. 18 months later Enterprise Services is seen as an enabler of a broad range of strategic initiatives with a corresponding increase in scope of activities. In this session, Emma outlines how Lion:

  • Successfully rebranded and launched Lion’s shared service team to support Lion’s transformation agenda
  • Created the opportunity to realise significant incremental annual revenue through focussing on the customer experience
  • Engaged the broader business on the realising the benefits of end to end process optimisation
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Emma Beard

Enterprise Services Director
Lion Co

3:25 pm - 3:30 pm TAKE 5

Are you planning your Shared Service Launch or Up to 3 years in? Attend this stream!

PLANNING AND LAUNCHING

3:30 pm - 4:00 pm Solutions Clinic: Establishing a Shared Services, Offshore or Outsourced Model- What’s Right for You?
Mark Skelton - Head of Procuremen Shared Services, Commonwealth Bank
What is a Solutions Clinic? You have 20 minutes to solve a particular challenge in a collaborative discussion before each table will have the opportunity to present their solutions back to the group. Solve your challenge and good luck!

Mark has extensive experience in shared services, offshore and outsourced models at companies like Citi, Lehman Brothers and NCR. This discussion will help leverage the experience of the room, as well as Mark’s, in advising your best next steps, dependent on your journey.

Facilitator:
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Mark Skelton

Head of Procuremen Shared Services
Commonwealth Bank

Over the initial bumps and looking to scale up? Want to connect to advanced organisations in SSO? Attend this stream

EVOLVING AND MATURING

3:30 pm - 4:00 pm Solutions Clinic: How To Strike A Balance Between Standardisation and Governance vs Flexibility and Agility
Kavita Mistry - Head of Technology- Business Lending, ANZ
What is a Solutions Clinic? You have 20 minutes to solve a particular challenge in a collaborative discussion before each table will have the opportunity to present their solutions back to the group. Solve your challenge and good luck!

ANZ have led an organisational wide scaled agile approach. In this session Kavita shared and explores with you some of the lessons learned around planning at a micro level, iterating frequently, shifting mindsets and getting the right policy and controls in place in an agile framework.

Facilitator:
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Kavita Mistry

Head of Technology- Business Lending
ANZ

FINANCE AND ACCOUNTING

3:30 pm - 4:00 pm Solutions Clinic: How To Satisfy Your Customer: Garnering Buy In and Integrating Systems and Culture
What is a Solutions Clinic? You have 20 minutes to solve a particular challenge in a collaborative discussion before each table will have the opportunity to present their solutions back to the group. Solve your challenge and good luck!

HR VISION

3:30 pm - 4:00 pm Solutions Clinic: Decentralised to Centralised: Creating a Structured Culture Change to Manage Transformation
Santhoshi Chander - Head of Program and Change, NSW Health - HealthShare
Transformation What is a Solutions Clinic? You have 20 minutes to solve a particular challenge in a collaborative discussion before each table will have the opportunity to present their solutions back to the group. Solve your challenge and good luck!

Healthshare NSW is creating quite a large shared services. However what must come with that change is management of your people. Santhoshi discusses her framework and approach to implementing a concrete change management strategy to help with transtition

Facilitator:
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Santhoshi Chander

Head of Program and Change
NSW Health - HealthShare

MULTIFUNCTIONAL INNOVATION

3:30 pm - 4:00 pm Solutions Clinic: How To Drive Transformation Through Constant Disruption
Linda Chen - Head of Vendor Management, The Iconic
What is a Solutions Clinic? You have 20 minutes to solve a particular challenge in a collaborative discussion before each table will have the opportunity to present their solutions back to the group. Solve your challenge and good luck!

With 700 brands and vendors to manage, Linda is dealing with constant change and disruption. Linda will help you discuss the major challenges with managing multiple vendors and how to drive performance even in transition.

Facilitator:
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Linda Chen

Head of Vendor Management
The Iconic

4:00 pm - 4:30 pm AFTERNOON TEA

4:30 pm - 5:00 pm Accelerating Global Transformation Programs With World Class Leaders of Shared Service

Gavin Ifield - Director Global Business Services, APAC, AECOM
AECOM’s APAC Global Business Services team influences the company’s global GBS strategy, headquartered in Los Angeles. With their accelerated transformation program and strong experience in Asia, the team is focusing on a globalised approach to GBS Services and Transformation programs. The SSOW 2018 winners of the Best in Class Shared Services discuss:

  • Influencing global change and strategy from a local level through leadership
  • Shifting to an all-inclusive SG&A model through increasing scope in services
  • Realising improvements in cost, efficiencies and customer experience leveraging GBS
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Gavin Ifield

Director Global Business Services
APAC, AECOM

There is an overall statement with 2 debaters and each debater will prepare a 10 minute argumentone for the affirmative and one for the negative. At the end of the session, the audience will have a chance to ask questions and a winner will be announced.

Is Outsourcing Obsolete in an Automated World?

There is some discussion on if automation could replace outsourcing one day, as the cheaper and more controllable option. However is this idea fact or fiction? This debate will put two experts head to head to delve into the benefits of outsourcing and automation, as well as discuss the pitfalls of each! Our chair will then decide on a winner of the debate.
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Tim Johnson

Head of Insurance Operation Delivery
Suncorp

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Kavita Mistry

Head of Technology- Business Lending
ANZ

5:30 pm - 6:00 pm Big Ideas Speaker

Kathy Watt

Kathy Watt is best known to the Australian public as the first Australian female to win a Gold medal at the 1992 Olympic Games in Barcelona. She also won an Olympic Silver medal in the track 3km Individual Pursuit.

Kathy has won World Cups, Commonwealth Games, Oceania and Australian Gold medals as well as many International cycling competitions.

Kathy is also an Award winning photographer. She has competed in 2 Olympics as an athlete and 3 as a photographer!

6:00 pm - 6:30 pm NETWORKING DRINKS

6:30 pm - 6:30 pm Awards Dinner