09:00 Opening Address and Welcome from the Chairperson

09:10 Developing a risk mitigation culture to ensure business continuity

• Forecasting business environment to reduce exposure to risk
• Analysis of opportunities and threats in external environments to formulate a plan for your business
• Strategies for building a risk mitigation culture: Examining processes and preparing for change

Gigi Mantaring
Vice President & General Manager
Manulife Business Processing Services

09:50 Panel Discussion: Securing the next phase of growth through building and managing business continuity plans

• Economic changes: Developing an effective business continuity strategy
• Weighing the costs involved and attaining buy-in from stakeholders
• Common mistakes in managing a BCP

Panel Moderator

Don Felbaum
Managing Director
OPTEL

Panelists

10:30 Speed Networking: Make the most out of the conference

11:00 Critical elements to support pillars of risk management for shared services

• Risks to manage: People/process errors, environment/systemic failure
• Good Control Processes: People management & structure planning to minimize occurrence of avoidable risk
• Unavoidable risks: Decide on the basis of logical cost versus benefit, the level of disruption you can accept and what you should be preventing
• Timely risk reporting provides early warning and greater probability of timely resolution

Romeo F.J. Aquino Jr.
Vice President, Change & Analysis Infrastructure Finance
Deutsche Knowledge Services

11:30 Hybrid shared services: Does it suit your business model?

• Examining the benefits and limitation of a hybrid model and what it can bring to your business
• Setting governance in hybrid models
• Effective management of hybrid models to ensure successful operations

Elaine Kunkle
General Manager
Henkel

13:00 Examining the advantages of shared services for Asian companies – The Equicom Equation

• Why a shared service strategy for an Asian business is not about cost savings but business excellence?
• What are things to consider before you implement a shared service strategy?
• How do you leverage on your best people & processes to deliver growth across the business?
• Key differences for Asian businesses versus International companies?

Jonathan Defensor De Luzuriaga
Chief Operating Officer/Executive Vice President
Outsource Network

13:30 Legal Shared Services: Weighing the value and structuring skills

• Providing legal services regionally: Regulations and risks to manage
• Assessing the value of providing legal services
• Internal skills and costs involved

Joeri Timp
Executive Director
Baker & McKenzie

14:00 Optimising your chargeback structure: Maximising this powerful tool for managing the service demand

• Cost vs. quality dilemma: Let your internal customers decide
• Understanding how demand elasticity also works for shared services
• Capturing the service catalogue opportunity

Alexandre Aquino
Finance & HR General Manager, Shared Services Organisation
Vale

15:00 Developing a robust service culture to boost quality in service delivery

• Service culture to your internal customers: Are you meeting expectations?
• Methods to effectively measure service quality to identify areas of improvement
• Problem solving: Using the quality approach

Martin Sng
Area Director of Quality Improvement
Shangri La Hotels & Resorts

15:30 Ensuring service quality when collaborating with outsourcing partners

• Developing an internal framework for performance management
• Ensuring outsourcing partner delivers better quality from the internal customers’ perspective
• Globally consistent processes: Best practice sharing

Ratan Kesh
Senior Vice President and Head, Service Quality
HDFC Bank