Prepare to be inspired and gain valuable insights from leaders across the Shared Services industry, as well as some of our very own Deloitte Experts.
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Day 1
Wednesday, 9 October 2024
08:00 - 09:00 - Doors open and registration
09:00 - 09:45 Opening Plenary – The Power of Possibility. Welcome to Amsterdam!
Dorthe Harding Keilberg welcomes you to the beautiful city of Amsterdam to explore the power of possibility in Shared Services!
This session will explore how leading enterprises are beginning to drive value and growth on top of cost-out priorities by delivering cross-functional capabilities underpinned by user-centric digital tools, a highly skilled empowered workforce, and ecosystem of outcome-driven partners.
Speaker
09:45 - 10:15 Sara Heuer, Vodafone
Breaking new ground: Vodafone’s new Commercial Shared Operations model
Exceeding customer demands is at the heart of Vodafone’s purpose. This, coupled with the top-down mandate from the Group CEO to change and simplify how they work, Vodafone recognises the need to adapt and evolve its core operations to stay dynamic and responsive with the fast-changing world.
Join Sara Heuer, Corporate Functions Director at Vodafone Shared Operations, as she delves into Vodafone's vision for commercialising Shared Operations. Gain insights into how Vodafone is redefining its core to be simple, scalable, and structured, enabling the provision of standardised services while embracing the dynamic nature of emerging technologies such as AI and Cloud.
Session highlights include:
- Exploring the core principles underpinning the move to Commercial Shared Operations
- Addressing the three key priorities of Customer, Simplicity and Growth
- Highlighting the added benefits of greater transparency and enhanced customer experiences
Don't miss this opportunity to gain insights into Vodafone's new commercial operating model and understand how it will position the company for sustained success in a rapidly changing landscape.
Speaker
10:15 - 10:45 Oksana Zaremba and Yuliya Dankova, Metinvest
Adapting amidst adversity: How Metinvest Business Services were the beacon of stability
Amidst the tumult of the full-scale Russian military invasion of Ukraine, one group stood resilient, demonstrating unwavering adaptability and fortitude in the face of adversity. Metinvest Group, a manufacturing company in Ukraine, ensured there was an uninterrupted operation of their shared service centre, enabled successful evacuation of employees and restructuring of operations.
Join us for a captivating session where we hear from Oksana Zaremba and Yuliya Dankova of Metinvest Group, who will discuss how Metinvest Business Services provided comprehensive support to employees affected by the conflict and remained a beacon of stability against the backdrop of chaos and uncertainty.
Speakers
10:45 - 11:15 - Break
11:15 - 11:45 Kate Parrett & Caroline Roberts-Green, MARS Global Services
Unleashing HR Superpowers: Insights in HR Strategic Partnering with MARS Global Services
In today’s interconnected world, high-performing HR Business Partners (HRBPs) are increasingly vital to the success of global business services (GBS) organisations. For MARS Global Services (MGS) – the GBS division of MARS, Incorporated – that truth remains. At MGS, HRBPs are required to have an expansive skillset to successfully align HR initiatives with overarching business objectives on a global scale, like balancing global consistency with local relevance and fostering inclusivity in multicultural teams. Join Caroline Roberts-Green (VP, HR Business Partners, MGS) and Kate Parrett (End-to-End HR Director, MGS) as they discuss their journey of mastering the art of strategic HR Business Partnering and leading a team of HRBPs for a GBS of 3,000 MARS Associates.
Session highlights will include:
- Pioneering the construction and execution of a comprehensive people strategy to fuel our journey along the MARS GBS roadmap enabled through a skill-based mindset
- Harnessing the power of continuous improvement to capitalize on HR insights and seamlessly evolve alongside shifting business landscapes
- Defining the pivotal role of the HR Business Partner within our operational framework
- Defining the pivotal role of the HR Business Partner within our operational framework
- Differentiating the GBS Talent requirements within the MARS house of cultures.
Speakers
11:15 - 11:45 Abhishek Kaushal, ASML Business Services
Session details coming soon
Speaker
11:15 - 11:45 Lara Sophie Bothur, Deloitte
The Future of GenAI: Hear from Deloitte's Voice of Innovation
Speaker
11:55 - 12:25 Barbara Huber, Allianz Services
Innovation, Alignment, and Growth: Allianz Services Romania’s Journey to Strategic Business Partnership
Over a decade ago, a small, boutique Shared Service Centre emerged in Bucharest, Romania. Today, it has evolved into Allianz Services Romania, a powerhouse of strategic partnership and innovation delivering a comprehensive range of services along the value chain. Allianz Services Romania transformation into a vibrant hub of excellence and their dedication to becoming true business partners within the organisation together with Allianz Services streamlined processes, advanced technology, and the power to harness cutting-edge capabilities, have set the gold standard for Global Business Services (GBS).
Join Barbara Huber, Head of Allianz Services Romania in her session where she talks about the steps they took on their journey:
- Redefining the SSC Strategy: Dive deep into the strategy overhaul that enabled Allianz Services Romania to become essential business partners. Discover how they shattered boundaries and elevated their GBS into a strategic cornerstone, challenging norms, and redefining success.
- Re-branding and expanding services from transactional to transformative: Explore how they revolutionized their offerings, delving into PMO, data analytics, and talent development, to create a comprehensive suite of indispensable services within their GBS.
- Setting up the Allianz Services Romania InnovateX Centre: Explore their vision for an innovation hub, a state-of-the-art facility designed to foster creativity and launch new ideas for the business. Discover how strategy labs and other initiatives within the hub are driving innovation and positioning the Allianz Services as a leader in their industry.
Speaker
11:55 - 12:25 Isabel Parker & Peggy Pauwels, Deloitte Legal
Generative AI: Your Contracts Accelerator
Contracts are the life-blood of any organisation, yet they remain a challenge for organisations to manage, resulting is significant value leakage. Optimising who does what when along the contract life cycle is a key accelerator to unlocking enterprise resilience and accelerated growth. It’s no secret that the technology landscape continues to evolve, particularly with Generative AI, which is now changing the game with the promise of unlocking value in unstructured data at a scale and speed we have not seen before. GBS organisations can, and should play a key role in unlocking this value to continue to re-engineer processes to maximise their role and invest in innovation as part of their service delivery.
In this session, Peggy Pauwels and Isabel Parker will explore:
- How organisations can leverage Generative AI and Shared Service Centres to optimise contract management, unlocking significant value
- How organisations should leverage Generative AI technology to support contracting and how it complements existing technology solutions
- What investments and capabilities are required for organisations be sure of ROI
Speakers
11:55 - 12:25 Pedro Lopez, Sandoz
GBS – The Secret to Spinoff Success
During high-stakes spinoffs, Global Business Services (GBS) is tasked with the monumental challenge of transforming chaos into triumph. GBS becomes the central force responsible for untangling operational intricacies, aligning processes, and ensuring a seamless transition, all while navigating the challenges of organisational change and maintaining business continuity. Join Pedro Lopez, Global Head, Sandoz Competency Centres who will share the story of how Sandoz became a successful spin off and independent company in October 2023, and how GBS was a driving force behind its success.
During this session, Pedro will cover:
- The critical role GBS played in the spinoff, and the critical success factors for executing a spinoff at speed
- The importance of accelerating key decisions early on, such as redefining the operating model, selecting the optimal location, and resourcing
- How fostering a supportive culture led to a higher adoption of the model
Speaker
12:35 - 13:05 Frederic Simoes, Cargill
Redefining Success: From Standardisation to Value Creation
In a world where efficiency reigns supreme, has the drive for process standardisation gone too far? Have we blurred the lines between achieving business outcomes and rigid process adherence, creating hurdles in delivering personalised customer experiences and straining business partnerships? Join Frederic Simoes, Global Process & Transformation Lead at Cargill, as he challenges conventional wisdom and reveals how Cargill places value at the core of process design to ensure sustainable success and foster organisational growth.
This session will explore:
- Overcoming biases and shifting organisational perceptions of "Process"
- Transitioning from a process-centric to a value-driven mindset
- Finding the balance between customisation and standardisation
- How Cargill transformed a shared services-centric process excellence team into an enterprise value identification team
Speaker
12:35 - 13:05 Session details coming soon
Session details coming soon
12:35 - 13:05 Session details coming soon
Session details coming soon
13:05 - 14:15 - Lunch
14:20 - 15:00 Panel Discussion
The Model of Many Masters – Making Sense of the GBS Matrix Model
There is no escaping it. To succeed, GBS models and their teams must be adept at managing the matrix - functions, the business, the C-suite, third party providers. Join us for our keynote panel discussion as we delve into the challenges faced by GBS leaders in managing and navigating increasingly complex enterprises and partner ecosystems. In this session, we will explore how industry trailblazers have successfully addressed issues endemic to matrix management including dual reporting structures, blurred lines of accountability and inconsistent customer experiences.
Our panel of experts will share their experiences on how they revised their operating models, simplified their reporting lines, clarified functional and business ownership, and established clear roles and responsibilities to ensure success.
Don't miss this opportunity to discover practical strategies to overcome classic challenges, ensuring that your GBS organisation can thrive within the matrix.
Speakers
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Deborah Kops
Principal, Sourcing Change
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Helen Barratt
Partner, Deloitte Central Business Services
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Phil Priest
Head of GBS, Rolls Royce
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Dilip Kumar
CIO, NTT
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Susanne Dreyer
VP Global Head, Shell Business Operations
15:05 - 15:35 Ian Stewart & Ana Aguilar, Deloitte
Global Economic Insights from our Chief Economist
With rising geopolitical tensions worldwide, the aftermath of the COVID-19 pandemic and with around 50% of the world’s population set to vote in Elections in 2024, businesses are facing persistently high levels of uncertainty. Join Ian Stewart, Deloitte's Chief UK Economist and Ana Aguilar, Spain’s Chief Economist, to hear an overview of macro-economic trends, detailing shifts in the global market from 2024 and beyond. What are the key considerations to enable GBS organisations to flourish rather than fail in an ever-changing market? Ian and Ana will share rich insights both from a Global and European perspective, coupled with client experiences, and bring to life new observations that should be considered by industry leaders.
Speaker
15:40 - 16:20 - Break
16:25 - 16:55 Laurent Arnaudo, Sodexo
Expanding GBS Horizons: A Sodexo Business Services Story
Following Sodexo's successful inception of Sodexo Business Services in 2018, they are now looking at what's next on the menu. Join Laurent Arnaudo, SVP of Global Business Services Project, as he provides an in-depth look at the achievements and obstacles they have encountered, accompanied by data-driven insights and real-world scenarios. He will then share how these learnings allow Sodexo Business Services to explore new projects for their shared services organisation. Laurent will also discuss the role in which a strong brand and location strategy has had in their success.
This session will cover:
- The strategic vision that guided the establishment of Sodexo Business Services
- Successes and challenges of their Finance shared services function
- Recognition in creating a strong brand to attract top talent to cater a large-scale organisation
- Examination of strategic site location and geographical considerations
Speaker
16:55 - 17:25 Plenary Session
Session details coming soon
17:25 - 17:55 Spotlight on ESG Impact Award Finalists and Shared Services Conference Awards Ceremony
As day 1 of the conference draws to a close, join us to celebrate the winners of the four categories in the prestigious Deloitte Shared Services Awards.
17:55 onwards - Networking Evening Event
Day 2
Thursday, 10 October 2024
08:30 - 09:00 - Coffee and breakfast
09:00 - 09:30 Welcome to Day 2!
Dorthe Harding Keilberg welcomes you back to the second day of Deloitte’s Shared Services Conference 2024 for some more inspiring and thought provoking sessions!
Speaker
09:30 - 10:15 Guest Speaker
Session details coming soon
10:15 - 10:45 Madeleine Roach, Sanofi
Session details coming soon
Speaker
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Madeleine Roach
Executive Vice President, Business Operations, Sanofi
10:45 - 11:15 - Break
11:15 - 11:45 Dieter Van Mulders, PageGroup
Getting everyone on the same page: Celebrating a decade of PageGroup’s journey to a multi-faceted Shared Services
It's time to shatter the misconception that Shared Services and Global Business Services are only for large multinationals servicing huge employee and customer bases. PageGroup, a world-renowned specialist recruitment leader with a workforce of 7,000 employees, is changing the game by proving that Shared Services is an asset for any enterprise, regardless of its size. No matter the size of the organisation, value can be realised.
Join Dieter Van Mulders, Global Head of Shared Services at PageGroup, as he reflects on the journey of their shared services organisation on their 10th anniversary. He will delve into their diverse set of services that extend beyond traditional functions, such as Marketing and Digital, before reminding us that the success of shared services relies heavily on the support and engagement of the people involved.
This session will cover:
- Insights into how the incorporation of Marketing into the Shared Services scope shifted perceptions within the organisation
- The unique challenges encountered during the implementation of Shared Services, which are distinct from those faced by larger enterprises. Discover the strategies employed by PageGroup to overcome these obstacles, including the identification of appropriate technology platforms suited to the organisation's specific needs
- The future trajectory of Shared Services at PageGroup and their plans to expand the multifaceted scope of their Shared Services offerings
Speaker
11:15 - 11:45 Kata Barariu and Simeon Denchev, Coca Cola Hellenic Bottling Company (CCHBC)
The not-so-secret recipe of Coca-Cola HBC Data Management
Master Data Management (MDM) transformations can be challenging, but it is a critical step towards achieving data-driven insights and improving business outcomes. Coca Cola Hellenic Bottling Company (CCHBC) have undertaken a remarkable transformation over the last decade to create “one voice for data health” across the organisation by leveraging innovation to centralise data and insights, on demand. From manual master data request processors to becoming a Center of Expertise, they have been instrumental in driving key organisational initiatives and transitioning towards E2E Business Process Orchestrators.
Join Kata Barariu and Simeon Denchev from Coca-Cola Hellenic Shared Services, for an insightful session on their data transformation journey. In this session, they will cover:
- How CCHBS has achieved total transparency of quality issues with data management
- How user experience and MDM go hand-in-hand
- The key role strong cross functional collaboration plays in success of MDM transformation
- How their system implementations, business integrations, and process orchestration have enabled strategic commercial and ESG initiatives
- Exciting plans within the roadmap to take this transformation further
Speakers
11:15 - 11:45 Peter Vlam, Nationale-Nederlanden
Put Intelligent Process Automation to work; Driving efficiency in the Finance function of NN Group
NN Group is a frontrunner in using Generative AI to improve the efficiency of its business processes. After the success of using GenAI for automatic call logging, now the Finance function of NN Group has embarked on its journey to add the power of AI to the existing Intelligent Automation toolbox to assist its Finance talent in their daily work. Join Peter Vlam, Head of Process Management & Innovation at NN’s Finance Service Centre, to hear about the Finance AI strategy, roadmap, and initial Finance AI use cases such as anomaly detection in financial transactions. With the AI journey starting within Finance Service Centre, there is a broader ambition to scale up Finance AI solutions internationally, leveraging lessons learned to date.
- Reflect. How did the Intelligent Automation journey start within the Finance Service Centre?
- Connect. How NN Group embraced the early adopter opportunity of GenAI to accelerate value creation
- Test. Exploring the Finance Service Center’s use cases leveraging emerging technologies
- Learn. What have been the steps taken to grow from RPA to intelligent automation?
- Look ahead. What is the vision for the future and how to scale up internationally?
Speaker
11:55 - 12:25 Public Sector Breakout
Session details coming soon
11:55 - 12:25 Laura Grootenboer, Deloitte
Harness the principle of climate psychology to build a more sustainable world
In today's rapidly evolving business landscape, sustainability has transcended its status as a mere buzzword to become a critical strategic imperative. For leaders within Global Business Services, integrating sustainability into operations is not just a moral obligation but a business imperative with far-reaching implications. As the effects of climate change become more apparent, it's time to ask ourselves some tough questions.
Join Laura Grootenboer, Head of Engagement in Deloitte's Internal Sustainability team for the North and South Europe region, for an enlightening session on the importance of climate psychology to drive behaviour and culture change initiatives as part of your organisation’s sustainability transformation.
The session will cover:
- How to have constructive conversations about climate action
- What are the typical barriers are that withhold people from taking action, according to climate psychology
- What are leading behaviour and culture change initiatives driven as part of Deloitte's sustainability transformation, and how could these principles be applied within your organisation to make an impact
Speaker
12:35 - 13:05 Sundeep Singh, BHP
A key platform for operational excellence lies in the foundational performance of value chains often supported within a Global Business Services (GBS). BHP took bold steps to elevate the role of their GBS from a support function to a platform for operational excellence by redesigning their Operating Model, with a focus on E2E transformation to boost frontline productivity. In this session, Sundeep Singh, Group Business Services Officer at BHP, will delve into their transformation journey, the challenges faced and key strategies deployed to lift GBS performance for a stronger overall organisational performance.
Session highlights include:
- Placing end-to-end processes within GBS released capacity for core business functions and operations to achieve new levels of productivity and address disruption
- Necessity of alignment, discipline and rigor in transitioning to the GBS operating model
- Measurable improvements in performance through the transformation
Speaker
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Sundeep Singh
Group Officer - Global Business Service, BHP
Location Strategy and Commercials Table Talk
Join us for a 60-minute, one on one discussion with GBS Location Strategy and Commercial experts, in which you will have an opportunity to discuss your specific situation, challenges and questions regarding GBS strategy, including scope, location, associated costs and the benefits case regarding setting up and running a new GBS centre. By the end of the session, you will have Deloitte’s outside-in perspective on your challenge to help shape the thinking of your next steps. The sessions will be hosted over both days of the conference.
Please send an email to srinivasvadali@deloitte.co.uk AND jibaksahu@deloitte.co.uk to register for Table Talk.
- In the email, please share your Name, Role in your organisation and a short description of what you want to discuss.
- The organising team will reach out to you with a list of available slots. Upon agreeing, the date and time of your slot will be confirmed.