02 - 03 February, 2016
Cebu City Marriott Hotel , Cebu City , Philippines

Conference Day 2, 3rd February 2016 (Wednesday)

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9:00 AM Chairperson’s Opening Remarks & Recap of Day One

Gottfried Schleich , Head of Finance Shared Service Centre Cebu, Bombardier Transportation

Gottfried Schleich
Head of Finance Shared Service Centre Cebu
Bombardier Transportation

BUISINESS CONTINUITY: FROM REACTIVE TO PROACTIVE; Nurturing Change Culture, Building Business Continuity Mechanisms, and Scrutinizing Talent Management Issues
9:10 AM (Panel Discussion) The View from Senior Stakeholders: What Are the Critical Skills for the Next Generation Shared Services & BPO Leaders?

Tilak Banerjee , Director, Global Business Services, EMC

Nikhil Mendiratta , Business Operations Director & Cebu Global Service Centre Location Leader, JPMorgan Chase & Co.

Heiko Nitsche , President & CEO, Mercedes-Benz Group Services Phils., Inc.

  • What are the critical business competencies for talents to survive and thrive in today’s competitive environment?
  • What can be done to strengthen their capabilities and accelerate career move?
  • How to maximize the talent leverage to grow strategic leadership capacity?
Nikhil Mendiratta
Business Operations Director & Cebu Global Service Centre Location Leader
JPMorgan Chase & Co.
Heiko Nitsche
President & CEO
Mercedes-Benz Group Services Phils., Inc.

Moderated By:

Tilak Banerjee
Director, Global Business Services
EMC

9:50 AM (Case Study) Empowering Change Management by Alignment, Strategy, and People

Bob Love , Director: Finance Shared Services, Schneider Electric Logistics Asia Pte., Ltd.

  • Establishing a common vision aligning business partners and stakeholders to drive rapport
  • Highlighting the right metrics and KPIs to effectively benchmark transformation progress
  • Driving organizational goals through employees grounded in competencies, skills and engagement
Bob Love
Director: Finance Shared Services
Schneider Electric Logistics Asia Pte., Ltd.

During this interactive session, attendees will have the opportunity to compare notes with peers at the table. At the end of the discussion, each table will present their key findings to the audience.

  • Reviewing how your performance objectives are set, what are the motivational factors that propel employee performance excellence in organizations
  • Discussing whether these goals are realistic and yet high enough to motivate the talent?
  • How do you formulate incentive programmes beyond compensation
  • How do you up-skill your operational staff for more top-line roles such as data analytics 

IDENTIFYING THE SUCCESS FACTORS & EMERGING TRENDS; Setting the Right Strategies to Ensure Your SSC Continues to Add Value to the Business
1:40 PM (Case Study) Moving beyond Traditional Shared Service Concepts: Driving Added Value to Become a Business Necessity

Gigi Mantaring , General Manager, Manulife Business Processing Services

  • Breaking away from functional siloes, and focusing on standardised, end-to-end processes
  • Offering employees a more compelling career path through value-added activities (e.g. strategic input and analytics)
  • Achieving more than the sum of each parts by delivering economies of scale and harmonisation of processes across the organisation
Gigi Mantaring
General Manager
Manulife Business Processing Services

2:20 PM (Case Study) Success Factors in Delivering Customer Satisfaction Across Borders

Dave Bryan Latonio , Operations Manager, Finance Shared Service Centre Cebu, Bombardier Transportation

  • Articulating the value proposition of your SSC to the rest of the organisation
  • Effectively managing the changing customer expectations as you roll out governance model/ technical platforms across the region
  • Balancing multiple stakeholders and prioritizing improvement projects to align with business objectives
    Dave Bryan Latonio
    Operations Manager, Finance Shared Service Centre Cebu
    Bombardier Transportation

    3:30 PM Implementing Lean Six Sigma to Drive Continuous Improvement in the Shared Services environment

    Ermelindo S. Andal Jr. , First Vice President, Union Bank of the Philippines

    • Understanding the scope: defining how and where Lean Six Sigma Practices can be applied to
    • Identifying issues/gaps/redundancies to reduce process cycle, increase productivity and enhance delivery of processes 
    • Using Lean Six Sigma to facilitate a work culture which appreciates innovation and continuous improvement
    Ermelindo S. Andal Jr.
    First Vice President
    Union Bank of the Philippines

    4:10 PM (Panel Discussion & Rapid Fire) Megatrends: Redefining Cebu’s Shared Services & BPO in 2016

    Gottfried Schleich , Head of Finance Shared Service Centre Cebu, Bombardier Transportation

    Gigi Mantaring , General Manager, Manulife Business Processing Services

    Umesh NV , Senior Director, Global Business Services, EMC

    Undoubtedly, what Cebu has achieved in Shared Services & BPO is by no means an end to this journey. There will always be renewed drive for higher performance, as the ever-evolving regulation and technology keep powering deep shifts. 

    In this interactive panel session, there will be a 20 minutes panel discussion summarising the key takeaways from the two day conference, followed by 30 minutes’ Q & A with the audience. Round up your conference with our panel experts, and be ready to tackle the emerging trends which will reshape the industry in 2016 and beyond!

    Gigi Mantaring
    General Manager
    Manulife Business Processing Services
    Umesh NV
    Senior Director, Global Business Services
    EMC

    Moderated By:

    Gottfried Schleich
    Head of Finance Shared Service Centre Cebu
    Bombardier Transportation

    4:50 PM Conference Closing Remarks from the Chairperson & End of Conference

    Gottfried Schleich , Head of Finance Shared Service Centre Cebu, Bombardier Transportation

    Gottfried Schleich
    Head of Finance Shared Service Centre Cebu
    Bombardier Transportation