08:45 Chairman’s Welcome Back Address

Jimmy Spencer
CFO
Chemtex Global Engineers Private

09.00 Serving The Globe From India: Ford’s Journey Towards A World Class Global Shared Services Organisation

The Ford Global Business Services operation commenced in 1998, covering Accounting, Finance, Financial Services, Operations Support, Engineering Services and IT Services, serving Ford's operations globally. It is located in Chennai, with a second Centre in Coimbatore, India.

• Evolution of Ford's shared services organisation in India
• Key elements of transformation and growth in recent years
• Opportunities that lie ahead to add value to Ford's operations globally.

Joginder Singh
Executive Director, Global Business Services, Ford Motor Company & President & Managing Director
Ford Business Services Centre Private Limited

09.40 Driving Continuous Improvements For Attaining Business Excellence

Success of a Shared Service centre lies in its alignment to company culture, strategy and goals, and the needs of the business units it serves. SSC has to ‘think’ like business it supports and provide dynamic solutions to core processes for driving maximum business benefits. This presentation will explain by way of case studies how a continuous improvement approach can result in solution oriented service deliveries. It also provides guidance on change programs that address process, culture and compliance issues. Ultimately, you will learn how to align your SSC to your organisational governance framework to create better synergies.

• SSC alignment to organisation’s culture, strategy and goals
• Continuous improvements approach
• Optimisation benefits (illustrations from Accounts Payable and Payroll)
• Linkage of continuous improvements to Governance Framework.

Prakash Gurav
Senior VP Corporate Finance
Tata Motors

10.40 Setting Up Ongoing Service Management & Governance Of The Captive To Manage Increasing Complexity In A Global Market Place

• Increasing visibility of operational process and activities
• Developing effective matrix to monitor and ensure service quality
• Involving strong senior executive sponsorship and governance across all activities
• Aiming to a combination of standards, quality and compliance

Vijay Ratnaparkhe
President
Robert Bosch Engineering and Business Solutions

11.20 Empowering Your Workforce With Skill-Set Realignment And Innovative Training To Boost Domain Knowledge And Increase Your Employee Engagement

• Identifying the evolving skill shift that is needed for your SSO
• Thinking outside the box: Innovative recruitment strategy
• Developing well-structured training series and career paths
• Learning what it takes to build and nurture a motivated team.

Ajay Kunde
Operation Director (APAC) – HRS Global, Operations
Honeywell International India

12:00 Engaging Your Outsourcing 3rd Party’s Workforce And Maximising The Performance Efficiency

Mark Begley
CEO
Aviva Global Services

13.45 PANEL DISCUSSION: Balancing And Managing The Attrition Rate Effectively To Maintain A Healthy Staff Turnover

On average, the global attrition rate in outsourcing sector is about 20-25%, while India faces higher rates at 35-40%. Companies adopt various ways to maintain low turnover rate, such as educational assistance, compensation revision, CSR initiatives and a well-structured training academy. However, is that all? Hear what the industry leading experts have to say:

• Finding the ways to combat the attrition: Performance-oriented pay increase, stock options, clear career path, and so on
• Nurturing the friendly working environment to gain extra 5% increase on engagement
• Creating a strong identity to increase loyalty.

Moderator:

Ajay Kunde
Operation Director (APAC) – HRS Global Operations
Honeywell International India

Panelists:

14.25 Climbing Up The Value Chain To Demonstrate A Solution Oriented Service Delivery

What’s next after initial cost savings and standardisation, consolidation of global processes? Best-inclass centres focus on not only enhancing delivery quality but also providing additional benefits and solving client problems. How you should design your implementation strategies to create solutionoriented centre? This session will consider:

• Offering high value process through enhancing process knowledge of your workforce & creating fungible domain experts
• Managing the changes in both your SSC and your wider business, as you bring in higher value add activities
• Using best practices and automation to improve efficiencies and quality of service to customers.

Kayzad Hiramanek
Vice President- Central Operations & Shared Services
ICICI Prudential Life Insurance

15.35 PANEL DISCUSSION: Look Beyond SLAs - Enabling Your Outsourcing 3rd Party To Achieve Broader Business Outcomes

SLA is a vital tool in ensuring day-to-day control and performance – but they are just one element in a broader set of controls and measures. There is a growing awareness of the potential to tap into external expertise and produce a real transformation in outcomes for outsourced process. How you should innovatively work with your business partners to broaden the service flexibility and boost greater engagement beyond the simple contract execution. Careful post deal relationship management is a key factor to a successful outsourcing partnership.

• Implementing systematic management processes
• Adopting effective communication and collaboration
• Sustaining successful partnerships for the long-term.

Moderator:

Srinivas Krishna
Director, Global Vendor Management Finance Operations
Microsoft (UK)

Panelists:

16.15 PANEL DISCUSSION: Who Is Driving Shared Services And Outsourcing Growth In India And Who Will Be In The Near Future?

The session explores who will be the major players in this field: Emerging India-born giants who are seeking outsourcing or captive Shared Services? Matured global BPO services providers? Large western multinationals?

Moderator:

Varun Nayyar
Senior Director, Global Shared Services Organisation
Juniper Network

Panelists:

16.55 Chairman’s Close

17.10 End Of Day One