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Agenda Day 2

9:00 AM - 9:40 AM Transforming how we transform - turning the model on its head to develop the GBS model of tomorrow

Maciej Piwowarczyk,Director, Global Business Services, Discovery Communications

9:45 AM - NaN:NaN AM Refocussing your SSC angle - embedding Customer Experience as the central facet in your SSC strategy

Anna Round, Operations Director, Geoban
Calum Cooper, Head of RBS Global Head, RBS
Katerina Vranovska, Contact Center Director, Johnson & Johnson
Wojciech Wieronski, CFO Central Europe, Tesco


10:30 AM - 11:05 AM Elevating Customer Service through Effective Employee Engagement and a culture of Continuous Process Improvement

Philip Woodburn,Vice President Finance Global Shared Services and Operations, Schneider Electric

11:30 AM - 12:50 PM YOUR INTERACTIVE DISCUSSION GROUPS

Your chance to connect, learn and benchmark with your peers! Your choice of two discussion groups, so you can tailor your experience to your business-critical needs. During this part of the summit, 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 two 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, guaranteeing a perfectly tailored experience

12:50 PM - 1:40 PM Lunch

1:45 PM - 2:10 PM Interactive Benchmarking session: Rate yourself against the best

Gabor Ziesler, General Manager Business Services, Diageo
Philip Woodburn, Global Head of Finance Shared Services, Schneider Electric

2:15 PM - 2:45 PM Kitting out an ambitious SSC for success – embedding automation and best practise from the outset in order to land that jump to GBS success

Adrian Marciszewski, Director, Global Business Services, QVC

2:15 PM - 2:45 PM “Weathering the storm: Growing your SSC through periods of uncertainty” – a Jardine Business Services / Newall Brands approach

Radka Bellissimo, SSC Director, Newall Brands

2:15 PM - 2:45 PM Lessons learnt: The challenges and opportunities that come with adopting a GBS model

Stephen Caulfield, Vice President GBS, Dell EMC

2:50 AM - 3:20 AM Setting up your SSC from scratch – recognising what and who you need in order to drive your successful SSC strategy

Magdalena Dopierala-Bosze, SSC Director, ABB

2:50 PM - 3:20 PM Demystifying the future – creating a strategy in the Age of Disruption

Rob van den Wijngaard, Head of SSC

2:50 PM - 3:15 PM Transformation & Change Managment - sell your vision to your senior leadership team

Robert Verbich, CFO and Global SSC Director, Osram

8:00 AM - AM Goodbye, transactional service, hello strategic business partnering

Tamas Kovacs, Site Leader for Shared Services, Nokia
Shiran Ranasinghe, CFO Centre of Excellence, Aon
Ionel Popescu, Managing Director Shared Services, Rompetrol
Maciej Piwowarczyk, Director, Global Business Services, Discovery Communications

8:00 AM - AM Big Ideas Speaker - Piotr Prokopowicz