09.00 Chairman’s Opening Address

09.15 Laying The Foundation For Transformation And Surviving The Wave Of Change

SSOs in India continue to face pressure to continually deliver further cost and process effectiveness in order to justify their continued existence. Work quality, chargeback rates, supply of resources, and turnaround times are some of the issues that will be dealt with. There are no easy answers to these but this session is to share with you some of the foundation of a good Shared Services Organisation.

• Conducting effective resource management
• Establishing project management office involving all internal and external stakeholders
• Applying right service chargeback model

Narayan Ram
Senior General Manager & Head - Global Offshore Center for IT and Process
Sony

09.55 PANEL DISCUSSION: Scaling Up Your Shared Service Centre With Long Term Sustainability, Economy Of Scale And Value Proposition

As you scale-up, a play-off emerges around balancing efficiency (economy of scale and high volume) against value (high margin/value but low volume). What key areas are needed to be grappled with in order to play this transformation game well?

• How sustainable are cost advantages of offshoring delivery centres – Demonstrating business benefits through value creation
• Achieving CoE (Centre of Excellence) when scaling up
• Becoming two partners of your customers: Strategic partner and efficiency provider
• Creating long-term sustainability.

Moderator:

Naveen Gullapalli
SVP and Head of Customer Administration Global Centre
Thomson Reuters

Panelists:

10.40 ENABLING NON-LINEAR GROWTH WITH SMART TECHNOLOGY

With economic turmoil and increasing competition in the global markets, process owners and shared services facilities managers are facing increasing pressures to build dynamic scalability, cut costs and improve speed of processing. The biggest challenge for any company is not just attaining growth but to sustain the same. During this session you will hear from our experts on how we have helped customers in reducing / preventing Value Leakage both on the revenue and cost savings side, specifically in operational areas. The session will emphasis on;

• Leveraging smart technology for back-office automation
• Recurring cost/quality improvements through continuous improvement utilizing process best-practices and new technologies
• Increased ROI by moving from manual to automated document workflow system
• Accelerating delivery of P2P strategy with a company-wise change management framework with electronic payables management
• Using artificial intelligence in business process automation

Punit Jain
Global Head - Smart Data Processing
Datamatics

11.15 A DIALOGUE Between The Outsourcer And The Vendor: Pre-Transition Expectations And Post-Transition Reality

• Pre-transition expectations
• Post transition reality
• Secrets to a successful and lasting partnership.

Moderator:

11.55 Unlocking Untapped Business Value Through Optimised Delivery Model

As the initial savings from labour arbitrage have diminished, business users (parent company) are increasingly asking for additional value as well as for operating models. The session is to assess the critical challenges outlining process of restructuring the model and explore the availability of all types of operational models in the market

• Re-assessing your outsourcing model in align with your business objectives
• Creating integrated capability across delivery units
• Restructuring your pricing model or chargeback

Vijay Chandrakant Doshi
India Country Finance Leader Vice President – Management Information Shell
Shell Business Service Centre

13.45 Re-Strategising Your Delivery Centre After An Economic Recession

• What have we learned from the recession?
• To be quality centric or to be cost centric
• How to pick up from what we have left from recession
• Re-strategizing your budget allocation for your back office delivery centres

Jimmy Spencer
CFO
Chemtex Global Engineers Private

14.25 Breaking Out Of The Captive Mould – An Alternative Approach To Establishing A Successful Captive KPO Centre

• Internal organisation’s context: what's in here
• The offshoring market in India: what's out there
• Applying the right approach: what have they done
• Going forward: what's next

Sundeep Kripalani
Managing Director Prime Services & Center Head
Mumbai CoE Credit Suisse

15.35 Enabling Your Journey To Successful LPO Management

• Identifying the key drivers of a successful LPO strategy
• Managing top management buy-in
• Minimising risk with effective data management

Gaurav Jabulee
Senior Counsel
Asia Texas Instruments

16.15 PANEL DISCUSSION: A New Milestone In Outsourcing Journey - It’s Not Just A “B” Replaced By A “K” Or An “L”

Years back, the evolution and maturity of India BPO sector has given birth to another wave in the global outsourcing scene: KPO/LPO, and the wave is continuing to pick up speed. For clients that operate an outsourcing model, how are they leveraging this type of capability? For external models, are there similar examples of moving into heavily analytical/research oriented services?

• Has India ready to be a global hub for this emerging wave: IP law, knowledge intensive pool…
• What are the key drivers for KPO/LPO beyond cost arbitrage?
• What are different governance and engagement structures for KPO/LPO?
• Assessing the impact on Business Alignment & ROI

16.35 Chairman’s Close

17.10 End Of Conference