2ND SHARED SERVICES (IN) CENTER FORUM

Agenda

DAY 1, 12TH APRIL 2018, THURSDAY

Registration, morning coffee and breakfast for the Participants

Official opening of the second edition of the Forum and a networking session – you haven’t had the opportunity to know yourselves from this side!

Anna Gapys, Project Manager, BLUE BUSINESS MEDIA

MAKE THEM GO THROUGH FIRE AND WATER FOR YOU! – INSPIRATION OF OUR SPECIAL GUEST

The Leader’s paths to success

  • Model of leadership shaping
  • Building successful teams
  • Hardening integration and resistance
  • Team spirit means a string of successes

Waldemar Skrzypczak, Polish Military Officer, former Lieutenant General of the Polish Armed Forces, former Ground Forces Commander

Q&A session

Collective photo of the Participants with gen. Waldemar Skrzypczak

TO BE OR NOT TO BE AN SSC IN POLAND?
– DISCOVER WHAT THE GLOBAL GAME REALLY IS ABOUT AND... WIN!

INTRODUCTION TO A PANEL DISCUSSION

Tomasz Pisula, President of the Management Board, POLISH INVESTMENT AND TRADE AGENCY

Q&A session

STRATEGIC PANEL DISCUSSION: SSC Directors! Drop the imitation model and adopt an innovative approach today! – Roadmap of the process

AMONG THE PANELISTS:
Rafał Grzech, Head Of Business Process Automation, CAPGEMINI
Andrzej Mikołajczak, Director, Tribe Lead Head of IT Infrastructure, ING Tech Poland (formerly ING Services Polska)
Alicja Mroczkowska, Head of The Actuarial Services and Expertise Centre, AVIVA SERVICES
Marta Wojtera, Vice President Shared Service Center, HR Services, VOLVO GROUP

Coffee break and time for informal talks, that INSPIRE! This break’s discussion theme is “humans and robots”

INSPIRATION FROM THE SSC OF A POLISH COMPANY: Engaging SSC in HQ business processes – how to maximise the benefits?
Case study: RUCH

  • SSC evolution – Cost Center vs. Center of Excellence
  • Factors blocking the potential locked in an SSC
  • Implementing a P2P (Purchase to Pay) project wholly managed by an SSC

Agnieszka Grabarczyk, President of the Management Board, FINCORES BUSINESS SOLUTION/ SSC for RUCH

Q&A session

NEW! INSPIRATIONAL TALKS SESSION – CLOSE ENCOUNTERS OF THE THIRD KIND WITH FUTUROLOGY

INSPIRATIONAL TALK 1: Run! The robots are coming!

  • Why has robotisation become such a hot topic these days?
  • The boundaries of robotisation – what comes next?
  • The model of working in a robotised office, new competences of the personnel of the future
  • Will SSCs still exist in 20 years time?

Andrzej Kinastowski, Head of Asset Recovery, LUFTHANSA GLOBAL BUSINESS SERVICES

Q&A session

INSPIRATIONAL TALK 2: 5 senses of technology

Rafał Grzech, Head Of Business Process Automation, CAPGEMINI

Q&A session

INSPIRATIONAL TALK 3: Why do we need „soft” competences in the era of robotisation?

Dariusz Użycki, Head of Industrial Sector CEE&CIS, PEDERSEN & PARTNERS

Q&A session

LUNCH and splitting into parallel sessions

DELIVERING STRATEGY FOR AUTHENTIC DEVELOPMENT

The various faces of centralisation – a few unobvious facts about SSCs – international perspective
Case study: selected International Customers

  • Various strategies and requirements for SSCs in Europe – practical conclusions for Polish centers
  • More than function management – ideal profile of SSC managers
  • Key success factors for SSCs in Poland – given the current business environment

Krystian Kamyk, Director, SSC / BPO, A.T. KEARNEY WARSAW

Q&A session

The traditional model turned upside-down – a pioneering model of tomorrow’s GBS – about an innovative approach to designing mature GBS/SSC operations
Case study: DISCOVERY COMMUNICATIONS

  • Consciously taking shortcuts in building GBS/SSC as a “turquoise revolution”
  • The evolution of GBS in Discovery: key success factors – will it work in other SSCs?
  • “Wise” centralisation, stage approach and risk acceptance – how to find the golden mean?
  • Showing added value “straight away” – the key challenge faced by the management

Maciej Piwowarczyk, Director Global Business Services, DISCOVERY COMMUNICATIONS

Q&A session

Outpacing the pacemaker

Andrzej Mikołajczak, Dyrektor Tribe Lead Head of IT Infrastructure, ING Tech Poland (formerly ING Services Polska)

Q&A session

GETTING AHEAD THE HQ – RPA FOR COMPETITIVE ADVANTAGE

Is it still Lean, or Technology Lean already?
Case study: CAPGEMINI

  • How to find the appropriate process for RPA automatisation?
  • Is Lean still fulfilling its role in the era of RPA?
  • 5 steps from coming up with the idea to RPA implementation

Rafał Grzech, Head Of Business Process Automation, CAPGEMINI
Agnieszka Kwiatkowska, Head of RPA Factory, CAPGEMINI

Q&A session

RPA in practice – how to start and successfully develop an RPA programme in SSC
Case study: LUFTHANSA GLOBAL BUSINESS SERVICES

  • First step: convince the decision makers, choose the technology, design a model of cooperation with suppliers
  • How to create an effective robotisation team and begin creating the first robots?
  • Robotisation in a company’s long-term strategy – building competitive advantage and added value for the Customers

Andrzej Kinastowski, Head of Asset Recovery, LUFTHANSA GLOBAL BUSINESS SERVICES

Q&A session

Robots are taking over the job market – how to orient ourselves in the new reality?
Case study: NORDEA BANK

  • Robotics: risks and benefits - how to shape healthy proportions?
  • Preserving the human factor in the world of robots
  • Lean in robotics – practical application

Agnieszka Belowska-Gosławska, Head of Robotics, NORDEA BANK

Q&A session

Coffee break and splitting into workshop sessions

INTERACTIVE WORKSHOP SESSION
These meetings in small groups allow to discuss the most pressing issues in the company of practitioners and work out innovative, readily-implementable solutions. Each Participant chooses the topic they find most interesting. The number of Participants in particular groups is limited, they are going to be distributed according to the registration order.

  1. SSC means people as well – how to build and maintain good interpersonal relations in the world of AI? Is leadership based on charisma still valid?

    Marek Skała, President, MEGALIT TRAINING INSTITUTE

    • Where to look for competitive advantage? – between CRM and Customer Experience
    • Even in an extreme B2B there’s always an H (human) behind all the B’s
    • The revolving You – Warren Buffet meets Robert Cialdini
    • People are attracted to a company, but they leave when a boss lets them down
    • Three top-techniques for tomorrow’s office – to be implemented immediately
  2. Transfer of knowledge in OtC Logistics from Europe and South America
    Case study: CLARIANT

    Bożena Uciechowska, OtC Logistics, CLARIANT
    Adam Stolarek, Export Coordinator, CLARIANT

    • Practical tips on tools, methodology and knowledge management
    • Examples of innovative solutions implemented after “Go Live” and their influence on the quality of service, efficiency and process improvement
    • Managing teams, employee motivations and engaging them in the process of changes through developing their sense of empowerment
  3. Acquisition of new processes under increasing CX – pitfalls to avoid while broadening the service range

NETWORKING COCKTAIL PARTY and a chess tournament!

End of the first day of the Forum

DAY 2, 13TH APRIL 2018, FRIDAY

Registration, morning coffee and breakfast for the Participants

“I don’t have bad luck today!” – interactive game for a smooth beginning of the second day of the Forum

Anna Gapys, Project Manager, BLUE BUSINESS MEDIA

FRESH INSPIRATION TO GET YOU STARTED!

SSC processes of the future
Case study: DEUTSCHE SERVICES POLAND

  • How far should we go in taking over control of processes?
  • Role division and tools
  • Success factors

Rafał Szadurski, General Director – CFO, DEUTSCHE SERVICES POLAND

Q&A Session

THE NEW ROLE OF SSC: GENERATE ADDED VALUE FOR BOTH THE CUSTOMER AND THE EMPLOYEE

Customer Centric Design in practice – building knowledge and relations with the Internal Customer
Case study: COCA-COLA POLAND SERVICES

Piotr Pomarański, Accounts Payable Operations Director, COCA-COLA POLAND SERVICES
Anna Tatarzyńska, HR Manager Strategic Business Partner, COCA-COLA POLAND SERVICES

Q&A session

New: Idea sharing: The role of SSC in creating a unique Customer Journey

Paweł Michalik, Director, Tribe Lead, Head of Applications and Support, ING Tech Poland (formerly ING Services Polska)

Q&A session

INSPIRATION FROM THE SSC OF A POLISH COMPANY: The process of setting up an SSC – selected aspects of managing personnel in a dispersed and highly unionised organisation
Case study: ENEA CENTRUM

  • Reducing costs, KPI, standardisation – what about the people?
  • Can they trust me? – how to win back the employees’ trust after introducing difficult organisational changes?
  • All hands on deck, meaning how to bring the team together, to achieve the desired business results

Krzysztof Kierzkowski, President of the Management Board, ENEA CENTRUM

Q&A session

Coffee break and time for informal discussions that INSPIRE! This break’s discussion theme is the question: What motivates today’s SSCs?

OPEN DISCUSSION ZONE

INTRODUCTION TO THE PANEL DISCUSSION: Effective implementation of robots in an organisation – best global practices
Case studies: shared services centers for the finance, energy and telecommunications industries

  • Man vs. machine – motivation, new competences, future role division... synergy?
  • Moving from small to large-scale implementations – what should be kept in mind?
  • Robots – threat or opportunity for SSCs to substantiate the innovative model?

Paweł Zarudzki, Leader of the Team for Digital Transformation, Business and Robotics, DELOITTE CONSULTING

Q&A session

PANEL DISCUSSION: Increasing market penetration with RPA and AI tools – costs, competences, controversies

Moderator:
Andrzej Kinastowski, Head of Asset Recovery, LUFTHANSA GLOBAL BUSINESS SERVICES

Wśród Uczestników panelu:
Agnieszka Belowska-Gosławska, Head of FATCA/CRS Processing, NORDEA IT POLAND
Bartosz Sobolewski, Prezes Zarządu, SMARTMEDIA
Krzysztof Wieczorek, Business Architecture Director POSM Competence Center, OEX E-BUSINESS
Aleksandra Wysocka, Transformation Manager at Avon Global Shared Services, AVON COSMETICS

PEER-TO-PEER SESSION
We would like to invite you to participate in discussions held at round tables – both moderated ones, with a set topic, and open ones, where you choose one of the topics from the list to talk about. Each discussion group will have 20 minutes at its disposal to collectively consider a selected topic. At the end, an “Inspirer” will share precisely one golden thought formulated by the group, a tangible tip that could be introduced in your companies tomorrow.

MODERATED TABLES:
 

  1. If you need new competences – “plant” them first! – effective cooperation with faculties of higher education in Poland

    Moderator: Urszula Patyk, Communications Squad Chapter Lead and Product Owner, ING Tech Poland (formerly ING Services Polska)

  2. Healthy Competition between Polish SSCs – moving away from the destructive buying out of employees towards a healthy competition in workplace attractiveness – Roadmap of the process

    Moderator: Agnieszka Grabarczyk, President of the Management Board, FINCORES BUSINESS SOLUTION/ SSC FOR RUCH

  3. SSC Management Leaders advancing their careers in the Headquarters – how to prepare for the transfer and how to acquire a new position?

OPEN TABLES – suggested topics to select from:
 

  1. The SSC Generation – who are they and where are they heading? (recruitment, motivation, engagement)
  2. Look where the others don’t – the potential of physically disabled and elderly employees
  3. Does gender matter in an SSC? – effective intergender synergy for increasing the potential of an organisation
  4. CX as the origin of the search for potential to broaden the scope and scale of processes in an SSC

LUNCH and splitting into parallel sessions

THE SYNERGY OF MOTIVATION AND LEADERSHIP

Motivation – the simplest things are usually the most difficult as well
Case study: AVIVA SERVICES

  • You need to ignite your own motivation first (effectively and for a long time), to be able to spark it in others
  • The connection between the employees and the effects of their work as well as understanding the company strategy as engagement-building elements – a set of best practices
  • Verified factors motivating SSC personnel on the example of an actuarial team (insurance mathematicians)

Alicja Mroczkowska, Head of The Actuarial Services and Expertise Centre, AVIVA SERVICES

Q&A session

NEW: Idea sharing: Partner or competitor – how to navigate in the world of complex relations with trade unions

Krzysztof Kierzkowski, President of the Management Board, ENEA CENTRUM

Q&A session

Will they still be there when you turn around? – an effective leader for dynamic times commands complete trust and full responsibility for the team!
Case study: PEDERSEN & PARTNERS

  • What leadership skills and traits should be developed?
  • Does the team even need a leader (particularly given the turquoise trend and robotisation)?
  • Why would people think of you as their leader?

Dariusz Użycki, Head of Industrial Sector CEE&CIS, PEDERSEN & PARTNERS

Q&A session

Competition – win a free invitation for the 3rd SSC Forum in 2019

End of the 2nd Shared Services (in) Center Forum

WATCH OUT – NOT ONLY ON FRIDAY 13TH – SSC UNDER COMPLETE CONTROL

Backround Check Processes in practice – their importance for modern recruitment processes in the shared services sector, pitfalls to avoid
Case study: T-MOBILE POLAND

Marcin Gomoła, Director of the Quality Management Department, T-MOBILE POLAND

Q&A session

Preventing money laundering, embezzlement and cybercrime – are the Polish SSCs ready for observing global standards? – best practices, audit preparations

The Speaker will be announced soon

Q&A session

Competition – win a free invitation for the 3rd SSC Forum in 2019

End of the 2nd Shared Services (in) Center Forum

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