Main Conference Day Three: Thursday, 22nd March 2018


9:00 AM - 9:05 AM SSON Opening Remarks

Heather King, Divisional Director, SSON North America


Heather King

Divisional Director
SSON North America

9:05 AM - 9:10 AM Chairman’s Opening Day Three

Brad DeMent, Partner, ScottMadden, Inc.


Brad DeMent

ScottMadden, Inc.

9:10 AM - 10:00 AM KEYNOTE: Building Relationships in an Increasingly Digital World

Terry Jones, , Founder, | Founding Chairman, | Chairman,
Booking travel was made easy, accessible and self-reliant when Terry Jones disrupted the business of travel booking and founded, the first
website that allowed consumers to reserve, book, and purchase travel online without going to a travel agency. With more than four decades in the travel industry and extensive expertise on the rapidly changing digital world, Jones will provide eye-opening insight on the advantages of being a disruptor and the business of innovation, including leadership in a wired world, the importance of building digital relationships, and the “third channel”—the idea that the internet can create the most personal customer relationship.


Terry Jones

Founder, | Founding Chairman, | Chairman,

10:00 AM - 10:40 AM FIRESIDE CHAT: Making the Case to Un-GBS your GBS Organization


Track Sessions Begin: Address Your Biggest Challenge!

Mid-Cap Masterclass

11:30 AM - 12:10 PM Identifying and Maximizing the Benefits of Smaller Scale SSC

Amaka Madu , Global Head, HR Shared Services , Varian
Although lack of resources and funding might be a challenge, there are benefits to being a smaller shared service center.

This session is all about identifying and maximizing those benefits:
  • Ensuring your agility and flexibility and using it to respond to business needs
  • Making faster change decisions and getting much quicker wins
  • Attracting talent with quicker career progression than larger SSCs
  • Looking across the end-to-end process for further streamlining opportunities

Amaka Madu

Global Head, HR Shared Services

Digitization & Data Analytics

11:30 AM - 12:10 PM Delivering Decision Support through Data Analytics

Chris Wood, VP, Transformation, FedEx
Business strategy support, financial analysis, budgeting forecasting and management reporting; there is no end to the benefits you can provide your business if you get the data strategy right.

This session discusses how you can create some amazing results by:
  • Enabling data accuracy: Ensuring you have reliable data
  • Integrating technology to enable faster results
  • Aligning with business lines to ensure your data strategy supports company vision

Chris Wood

VP, Transformation

Culture Creation and Customer Experience

11:30 AM - 12:10 PM Frustration-Free: Applying the Lessons of Amazon Customer Experience to Shared Services

Matt Willden, Customer Experience Leader - HR Shared Services , Amazon
Do you need to delight every customer or is fast and easy to deal with enough? Finding the right level and creating a culture that can deliver it is vital.

This session covers:
  • Ensuring your employees are empowered for quick service recovery
  • Gathering effective customer feedback and using it to progress up the value-chain
  • Examining your operating model in line with CEM

Matt Willden

Customer Experience Leader - HR Shared Services

HR Vision

11:30 AM - 12:10 PM “He Who Has the Data Has the Power”: Maximizing Your HR Data

Most HR departments are sitting on a gold mine of unutilized data, data that can take the HRSSC from a backoffice transactional center to an SSC which is critical to business strategy.
But how do you find the time? And how do you assess which data is really going to add value?

  • Tracking Diversity
  • Attrition Prediction
  • Using analytics to aid in workforce planning

Operational Best Practice

11:30 AM - 12:10 PM What Comes First? The Process or the Integration?

Sandeep Arora, SVP Shared Services, XPO Logistics
M&As always bring with them a host of challenges.
From inheriting multiple ERPs, to inheriting groups of people who don’t know anything about the acquirer’s processes. There are differing thoughts on what should come first – the fix or the shift.
In this session, you’ll hear from XPO Logistics, a company that tripled in size in only a few years through acquisition.

Questions we will ponder:
  • Which is the fastest way to get process benefits?
  • What change management initiatives need to happen for the new, combined team?
  • How can M&A and shared services work together?

Sandeep Arora

SVP Shared Services
XPO Logistics


Mid-Cap Masterclass

12:15 PM - 12:45 PM Automation for the Mid-Cap SSC

Robert Phillips, Director of Shared Services, Canadian Blood Services
For smaller businesses, it can be harder to show a significant ROI on an Intelligent Automation journey, and it can feel overwhelming when you don’t know where to start!

  • Canadian Blood Services’ journey, and how they decided to approach automation
  • Tools and technologies which are not scale dependent, and can be used in smaller test/prototype/proof of concept scenarios
  • Is it all about numbers? Can IA work for smaller processes and quantities? And how can you make the business case work
  • Lessons learned, and applying some leading practices from global automation, specific to mid-size organizations looking to automate
  • Using automation to find ways to add value, and maintain employee engagement through the transition

Robert Phillips

Director of Shared Services
Canadian Blood Services

Digitization & Data Analytics

12:15 PM - 12:45 PM Building a Winning Case for your Data Analytics Strategy to gain Stronger Stakeholder Buy-in

Shahbaz Alibaig, Senior Director and Head, HR Operations and HRIS, Esterline
Which comes first - the analyics or the buy-in for the analytics? It’s a classic tale of chicken vs. egg - or asking forgiveness rather than permission. While meaningful data can be transformational for a company, it’s not easy - and requires a commitment from the top down. And how better to earn that commitment than with easy - to- attain insights? This session will detail quick wins to help get your stakeholders bought in to your analytics vision.

Shahbaz Alibaig

Senior Director and Head, HR Operations and HRIS

Culture Creation and Customer Experience

12:15 PM - 12:45 PM What to Avoid When Pursuing Improved Customer Experience in Shared Services

Quality customer experience is anything but a sure thing and most organizations are far less successful than they may want to be. In shared services, which services thousands of customers, quality CEM is becoming an imperative. This session discusses common pitfalls to avoid when ebarking on this quest for quality.

HR Vision

12:15 PM - 12:45 PM SMAC and the SSC: Utilizing Social Media and Apps for a More Mobile Workplace

  • Engaging with your staff and customers through apps, and social media
  • Purchasing, travel requests, manager approvals: How do employee apps work in practice and what are the pitfalls?
  • Increasing productivity through employee apps
  • Retraining employees with SMAC competencies
  • Ingesting the volume, velocity and variety of SMAC data to spot anomalies and golden nuggets

Operational Best Practice

12:15 PM - 12:45 PM A Process Transformation Primer: What is The Roadmap to Success?

Process redesign is not for the faint of heart. It takes time, guts and drive to change something that is often entrenched in company history. What are some key areas to think of when undergoing a transformation?

This session will delve into:
  • What critical governance is necessary
  • How to align with the business needs
  • Is a full company re-design possible at once or is a region by region approach more likely to succeed?

12:45 PM - 1:30 PM CLOSING KEYNOTE: Taking it Back to Basics – Saving Your Company 18 Million in 2 Years

Jan Dekempe, CFO, Americas, Hellmann Worldwide Logistics
As the CFO for the Americas and SVP at Schenker, Inc., Jan led the finance function for $3 billion in business and 10,000 FTEs. Under his leadership, the Shared Services Center FTE count was reduced 60% and DSO went from 57 to 41 days, saving $87 million in working capital. These are numbers that most organizations dream of. While the SS&O industry is always looking forward, sometimes we forget to look back and ensure we have the basics right.

In this session, Jan will discuss how his organization achieved so much and how he has taken those principles to his new organization which is currently setting up its own shared services organization including insight on:
  • Working with senior management to ensure full transparency and get buy-in for proposed strategies
  • Documenting work processes in the SSC and how to upgrade in the 40 branches
  • Making SOPs for onboarding new clients
  • Determining best-fit SSC location
  • Choosing the right technologies for your go-live – or whether to use vendors at all


Jan Dekempe

CFO, Americas
Hellmann Worldwide Logistics

1:30 PM - 1:45 PM The Winner Takes It All Prize Giveaway


1:55 PM - 2:55 PM LUNCH