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1 7 - 1 8 O C T O B E R - V I L N I U S

What is new in 2017?

MORE PRACTICALCASE-STUDIES

MORE NETWORKINGTIME

DOUBLE STREAMAGENDA

MORE INTERNATIONAL PROFILES

2 POST-EVENTWORKSHOPS

Our Partners

2ndEDITION

http://www.sscbaltic.com/

Expert Speaker Faculty

Top 5 Reasons to Attend!Value-packed 2-day only program in response to the industry business needs

Double stream (HR & Governance / Process Optimization & Technology) to optimize learning opportunities

1 ½ day of conference sessions including close to 50% of practical case-studies

Network with and learn from 50+ SSC expert practitioners from the Baltic region and around

2 optional practical workshops to deepen your knowledge and technical skills

Who Should Attend To Benefit From High Level Networking Opportunities?Professionals with responsibilities in shared services management and development including:

• HQ Decision Makers

• MDs, GMs, Heads of SSC

• Directors, Heads of HR

• Technology Integration

• CI, Business Continuity

• Process Optimization, Change

• Heads of Finance, Accounting

12

345

Delegate Profile Geographical Breakdown

35%

22%12%

11%

20%

MDs, GMs, Heads of SSCs

Directors, Heads Transformation,

Process Optimization, CI

Directors, Heads of HR

Directors, Heads of Finance,

Accounting

Others

Lithuania

Scandinavia

Latvia & Estonia

Rest of CEE

Rest of the world

54%

15%

14%

14%3%

MACIEJ KULBATCenter HeadAVON Global Financial SSC - Poland

PÉTER CSUCSKAManaging Director & GMLexmark International Technology - Hungary

JORGEN LISLERUDManaging DirectorCircle K Business Centre - Latvia

GEDIMINAS MIKALIUNASDirector, Head of WUXBarclays Group Operations - Lithuania

GERGELY MARKÓHead of Services ManagementVodafone - Hungary

NIMA MOTAZEDManaging Director / HeadSwiss Re Global Services - Slovakia

RITA PASKEVICIUTEHead of Business Intelligence SolutionsSEB - Lithuania

CORINA TIUOperations DirectorBosch Service Solutions - Romania

ZIVILE VALEISIENEDirector Human ResourcesWestern Union - Lirhuania

IEVA ZIRNESenior HR Business PartnerCircle K Business Centre - Latvia

ROSITA VASILKEVICIUTEHead of Global ServicesDanske Bank - Lithuania

LINDA ZETMANEHR Business PartnerTele2 SSC - Latvia

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10.35 - 10.50 Structured Speed Networking Session20-minute ice-breaker to get in touch with your fellow colleagues from various organizations, discuss challenges and exchange business cards… Of which you’ll need plenty!

AGENDA DAY 1 - TUESDAY 17 OCTOBER

10.50 - 11.15

9.55 - 10.35

9.15 - 9.55

9.00 - 9.15

8.00 - 9.00 Morning Registration

Opening RemarksTBAOPENING PANEL: General Overview, Market Trends and Future Perspectives of the SSC Industry in the Baltic Region and Around

CASE STUDY: What Does it Take to Introduce RPA Into Daily Work of Modern Banking Operations: A Danske Bank Perspective on Digitalization and Operational Excellence Strategies

This opening session will bring a general overview of the main challenges faced by SSCs in the region, looking at global European trends to compare with and analyze the specificities of the market and its future evolution.• Quick overview of the current situation and trends: Facts and figures from around the Baltics (salaries, quality vs. cost arbitrage, etc.)• Regional cooperation: An impossible dream?• From transactional to strategic SSCs: Are specialized functions with specific language support the right move for the future of the industry?• The anticipated effects of Brexit: How will this aspect affect the region (if it does)?

• From needs assessment to go-live: Do’s and don’ts from Danske Bank Lithuania’s RPA journey• Establishing a “Global Robotics Centre of Excellence”: How to manage the new robots – humans cohabitation• Addressing new team dynamics with the introduction of robot-colleagues and skillset adaptability of future associates• A look into future development strategies: Pushing further the benefits of RPA

Moderator: TBAPanelists:Maciej Kulbat, Center Head - AVON Global Financial SSC (Poland)TBA

Rosita Vasilkeviciute, Head of Global Services - Danske Bank (Lithuania)

Morning Break

Plenary Sessions

13.30 - 14.05

12.20 - 13.30

11.50 - 12.20

11.15 - 11.50CASE-STUDY: Talent Management is More Than What it Seems: Cherish Them (Not Too Much Though!) if You Want to Stay Competitive

CASE-STUDY: Harnessing the Power of Your Organization to Create Your Own Pool of Specialists and Cope with the Lack of Talents

CASE-STUDY: Talent Management is More Than What it Seems: Cherish Them (Not Too Much Though!) if You Want to Stay Competitive

PANEL DISCUSSION: Cohabitating and Living With the Robots: All You Need to Know About RPA Solutions from Preparation to Implementation

CASE-STUDY: Multi-country Operations in Multifunctional SSCs: Benefits of Complementing Locations in CEE and How to Make it Right

• “Grow or struggle” or the necessary collaboration among SSCs to help increase the talent pool together• Focusing on coaching, leadership and knowledge transfer to back-up your organizations’ future growth from below• Going the extra mile: How to deliver more sophisticated career paths for top talents• Fast track programs and career shortcuts to keep the best players on board

• Quick hits vs. long-term return: Invest now for YOUR sustainable future!• Developing internal academies to match education programs with business needs• Improved control on your workforce needs and impact on attrition and turn-over• It is not about age: Lifelong learning and capability building

• “Grow or struggle” or the necessary collaboration among SSCs to help increase the talent pool together• Focusing on coaching, leadership and knowledge transfer to back-up your organizations’ future growth from below• Going the extra mile: How to deliver more sophisticated career paths for top talents• Fast track programs and career shortcuts to keep the best players on board

• Starting from scratch and needs assessment: Which processes to automate and at what cost?• The HR factor: Communication, training, transition and change management• Robotics: Threat or opportunity – The end of traditional workforce in transactional activities?• RPA is not risk-free: How to design the most efficient contingency plans

• A bit of project management standards cannot hurt: Precise definition of scope and planning phase to deliver on time and within budget• Transition and knowledge transfer: How to efficiently manage the “Lift and Shift” of your high value operations• Multiple operations in a multifunctional SSC at the same time: How to (really) have it all right

Stream AHR, Governance & Stakeholder Management

Stream BProcesses Optimization & Technology Innovation

Jørgen Lislerud, Managing Director - Circle K Business Centre (Latvia)Ieva Zirne, Senior HR Business Partner - Circle K Business Centre (Latvia)

Linda Zetmane, HR Business Partner - Tele2 SSC (Latvia)

TBA

Gediminas Mikaliunas, Director, Head of WUX - Barclays Group Operations (Lithuania)

Gergely Markó, Head of Service Management - Vodafone (Hungary)

Lunch Break and Networking

CASE-STUDY: Moving from Transactional Center to Governance Center – A Case-Study from Avon Poland in Transforming Service Delivery• 5 main challenges in busines• Building GSS set on business value delivery: a shift from process management to business value services• The Avon 6-step journey – How to get thereMaciej Kulbat, Center Head - AVON Global Financial SSC (Poland)

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Tomorrow´s Leaders are Your Company’s Life Insurance: Importance of Strategic Leadership Programs in SSCs

HR Analytics in SSC: How to Strategically Use your Organization’s Data to Strongly Link HR and Business Outcomes

CASE-STUDY: How Barclays Lithuania are Accelerating Their Transformation Process Using Lean Methodologies

CASE-STUDY: Data Is the New Oil: Looking Deeper Into SEB’s Digitalization Strategy That Collect Group’s Information and Create SSC Capabilities to Centralize Stakeholders’ Data Processing

• Peer-to-peer best practice sharing as a way to promote leadership role models from within• Going the extra mile: How to deliver more sophisticated career paths for top performers• Which technology can help you identify and support your future leaders?

• Which data to collect and how to analyze it to move into the era of predictive analytics applied to HR• Engagement, productivity, retention: Can HR analytics be your salvation?• Data usage as a tool for more precise and informed HR decisions that impact business

• An introduction to Barclays Lithuania SSC and their Lean Approach• Lessons learnt on how the SSC is kicking-off, developing and achieving results• How to find common challenges across SSCs to start improving along

• Achieving digitalization and information vision through transformation: moving from encrypted to prescriptive data• Combining the new data lake platform with classical data warehouse to collect information from more than 1000 different systems within the group• Addressing the technical challenges, company culture changes and organizational transformation implied by the new processes

Zivile Valeisiene, HR Director - Western Union (Lithuania)

TBA

Gediminas Mikaliunas, Director, Head of WUX - Barclays Group Operations (Lithuania)

Rita Paskeviciute, Head of Business Intelligence Solutions - SEB (Lithuania)

Afternoon Break and Networking

Stream AHR, Governance & Stakeholder Management

Stream BProcesses Optimization & Technology Innovation

14.05 - 14.40

14.40 - 15.10

15.10 - 15.50

• CoE is the “new SSC”: Moving up on the value chain from low cost transactional activities to high value added services

• Global Process Owners framework: How to do it and can GPOs really have their place sitting in SSCs

• New trends in talent management: From acquisition to HiPos retention, how to adapt to the new rules of a saturated market

• Corporate branding: How much should you invest in it and for what kind of RoI?

• Becoming the BPO of your own customers: The future of all SSCs?

• Moving into robotics: Challenges of RPA integration and long term benefits

• Knowledge Process Outsourcing: Challenges of a complex integration and benefits on company’s value chain

• Reporting structure to HQ and end-to-end business process mapping: How to keep a precise and technical communication and understanding in the distance

• Beyond continuous improvement and process optimization: mastering data mining and risk management mechanisms to reach higher level of efficiency

• Mastering data mining and risk management mechanisms to reach higher level of efficiency

• Towards improved controlling and corporate governance processes to streamlined operations, increased quality of delivery and better business results

1 hour to deepen in small groups of 8-10 people one “hot topic” to be picked from a list containing the most pressing challenges and issues faced by SSCs in the region. Highly interactive format and follow-ups to get the best out of the experience sharing and networking opportunities offered by the summit. Ideas of subjects to be picked and covered include:

15.50 - 17.00

Round Table Discussions

Closing Remarks - End of Day 1TBA

17.00 - 17.15

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AGENDA DAY 2 - WEDNESDAY 18 OCTOBER

Morning Break and Networking

Opening RemarksTBA

Employee Engagement Strategies to Keep Your Staff Motivated, Customer-Focused, Innovative and Decisive• Engaged managers create engaged employees: Involve your leadership teams in engagement strategies to ensure commitment and motivation at all levels of the organization• Give directions and set achievable targets: Be clear on what you expect from your employees and help them understand the reasons why behind your decisions• Embrace a real feedback culture: Listen to your employees and be ready to change your strategies if the plan does not meet the goals set• Work-life balance is the Holy Graal: You need to offer more than a job to keep your people engagedTBA

9.00 - 9.10

9.10 - 9.50

9.50 - 10.30

10.30 - 11.00

Plenary Sessions

CoE Is the “New SSC”: A Journey onto Moving up the Value Chain from Low Cost Transactional Activities to High Value Added Services to Increase Competitiveness (and Save Your Operations in CEE?)• Navigating the transition: Leadership, training, communication… and HQ support and commitment in making it a reality• Technicality of introducing “new skills” to SSCs – marketing, supply chain, etc.: What about centralizing operations that you did not even think of before?• Towards more complex, more skilled and more agile SSCs: Leveraging on existing high level of competences to introduce increased diversity and more added value services• Role and place of CoEs in the GBS modelNima Motazed, Managing Director, Head - Swiss RE Global Services (Slovakia)

PANEL DISCUSSION: The Sacrosanct Stakeholder Management Strategy: How to Make HQ (the Bosses) Understand that Your SSC Brings More Than Ever Business Value to Corporate

CASE-STUDY: What Comes After Maturity? Strategic Process Re-engineering at Avis Budget Group BSC to Adapt to a Constantly Changing and More Demanding Business Environment

• Communication, delegation and responsibilization: 3 steps towards improved stakeholder management• Getting recognition for what you do: Importance of streamlined 2-way feedback to improve the HQ’s perceived value of SSCs’ operationsProcess ownership, end-to-end quality assurance, service delivery, client management, etc. Towards more independance for SSCs?

• Identifying and prioritizing the processes to focus the transformation on: Needs assessment and capabilities inventory• Reflecting on the opportunities to move from transactional activities / cost centers only towards revenue generation add-ons• Hands-on lessons learnt: How to re-design projects that go wrong during live integration without impacting on-going operations and productivity levels

Moderator: TBAPanelists:Corina Tiu, Operations Director- Bosch Service Solutions (Romania)

TBA

Lunch and Networking Break

11.30 - 11.50

11.50 - 12.20

12.20 - 12.30

12.30 - 13.30

Plenary Sessions

Closing RemarksTBA

AFTERNOON PRACTICAL WORKSHOPSThe Baltic Strategic SSC Conference offers the possibility to the participants to pick among two highly practical and interactive workshops to conclude the summit with a “hands-on” and insightful experience.The workshops will run concurrently in different rooms from 1.30 pm until 5 pm with a 30-minute break at 3 pm.

WORKSHOP BAdvanced RPA

WORKSHOP AEmployee Engagement

End of Day 2

13.30 - 17.00

17.00

TBA TBA

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Benefiting from an ideal location for near-shoring, advanced and modern technological environment and a strong pool of skilled workforce, the SSC sector in the Baltic region is booming and has been attracting a growing number of FDIs over the last years. The path to maturity and CoE is however challenging and SSCs have to anticipate change and transformation to remain attractive and at the top of the game in a complex and competitive business landscape, fueled by modernization andautomation.

Facing challenges related to business process optimization, governance, strategic HR and technology integration, SSCs have to quickly and smartly adapt to constantly evolving rules to stay ahead. The Baltic Strategic Shared Services Conference has been developed to offer a regional platform encouraging collaboration,experience sharing, learning and networking opportunities among key industry players.

This is your opportunity to understand the needs of high level decision makers among which Heads of SSCs, CI experts, HR Directors and Transformation Managers and to develop tailor-made solutions to support them in facing their challenges and in embarking on their journey towards improved efficiency and increased productivity.

A wide range of adapted exhibition and sponsorship packages will give you the chance to interact in the best possible way with the influencers and decision makerswho matter to your business. Shorten your sales cycle, showcase your expertise...

Get in touch with Robi!

+36 1 8700 142sponsorship@connect-minds.com

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