Conference Day Two: Friday, 12th September, 2008

08:30 Coffee And Registration

08:55 Chair’s Introduction And Opening Remarks

Jackie Dubery
HR Director UK & Ireland
Electrolux plc

09:10 Understanding The Complexity Of A Cross-Functional Shared Services Model

Increasingly HR is positioned within a Shared Services model housing other support functions such as Finance, IT, Procurement and Facilities. In this session, Fraser will draw on his experience of over fifteen years of working for large-multinationals in the Shared Services and transformation arena to discuss some of the key challenges and trends connected with a cross-functional Shared Services environment.

Unveiling the potential scope of shared services across the Enterprise
Evolving in a cross-functional SSC organisation and addressing whether outsourcing is a natural part of the journey?
Examining technology as a key enabler for a global or regional cross-functional SSC
Ensuring the needs of wide ranging customer groups are met
How a cross-functional SSC can leverage common SLAs, KPIs and Chargebacks
Can a cross-functional SSC operate more efficiently and effectively than a single function SSC ?

Fraser Kirk
Global HR Transformation Programme Director
Coca-Cola Enterprises

09:55 What Does The Future Of HR Transformation Look Like?

Outsourcing and Shared Services (SS) are inextricably linked given that there is no “one size fits all” or “right way” and the models and options available are vast and varied. In this session, Graham White of Westminster City Council discloses how the organisation has transformed their HR function through establishing the most appropriate delivery model that fits the needs of the business.

Considering the options: Captive SS, outsourced, mixed model?
What’s driving your decision?
Identifying future possibilities: Virtual HR? How much can you remove the human element?

Graham White
Director of HR
Westminster City Council

10:40 Coffee And Networking Break

Adding strategic value to HR

11:00 Moving Up The Value Chain: Expanding The Strategic Scope Of Your HR Services

The ability to deliver both professional and transactional services under one roof remains a challenge for some organisations looking to transform HR. AXA Insurance began their HR Transformation journey 6 years ago and have now centralised many of its HR processes. In this session, Liz describes how the company has incorporated higher value, strategic HR processes into their SSC to deliver a higher value service and addresses the challenges they have faced along the way.

Establishing the right balance
Which strategic processes can be effectively centralised and which should remain local? Outlining challenges and successes
Gaining buy-in from the business for transformation
Creating strategic business partnerships
Developing centres of excellence
Setting global initiatives

Liz Mackay
Group Head of HR Services
AXA Insurance

11:45 Managing Organisational Change: Re-Aligning HR To The Changing Needs Of The Business

As organisations change over time, so do the needs and requirements of their HR function. Qinetiq has undergone dramatic changes over the past 6 years resulting in a steep change and impact on HR. In this session, Tina illustrates how the company has raised the bar for HR professionals in a fast-paced, changing environment as part of a continuous transformation.

Changing your stride when the transformation model doesn’t deliver against business needs
Creating the vision and designing what success should look like for your HR team
Developing a new HR delivery model and managing that transition whilst the environment around you changes rapidly
Making it happen: A new breed of business partnering and ‘outsourcing’

Tina Easton
HR Director Integrated Systems
QinetiQ

12:30 Networking Lunch

14:00 Partnering For Success Through A Joint Venture: What Happens When Two Become One?

Partnerships between two organisations can add value to your HR function, but if not handled carefully, the benefits of a joint venture will not realise their full potential. A number of years on from the initial venture with BT, Liverpool Direct continue to harbour a successful HR function. In this session, David reveals how they have maintained the benefits of the partnership over time and addresses the challenges they have faced along the journey.

Increasing the customer base and driving down operational costs by combining HR functions
How do you approach change? Selling the benefits of a transformed HR service
Driving continuous cost reduction and service improvement throughout the life cycle of the partnership

David McElhinney
Executive Director for HR
Liverpool Direct People management

14:45 Overcoming Customer Resistance And Securing Buy-In: Maintaining Control Of Key Processes

The notion of Shared Services sometimes causes customers to fear a loss of control over what they consider to be critical processes. In this session, Sue gives an insight into the challenges faced by the SSC when customers wish to move service offerings or processes back. Sue talks about her own experiences of managing this type of challenge with her customers, who include London Underground, the Docklands Light Railway and Transport for London.

Ensuring your customers feel in control: How do you achieve this?
Enabling customers to really get involved and own the processes
Providing enhanced career opportunities through the Shared Service model
Retaining top performers by establishing clear career paths

Sue LaVerne
Head of HR Services
Transport for London

15:30 Coffee And Networking Break

Globalisation: Pushing the geographic boundaries

16:00 Managing HR Remotely: Continuing Your HR Drive From An Offshored Location

Differentials between the cost of employing an HR professional across different countries are being eroded very quickly. In this session, Soeren Dressler, founder of the Offshoring Institute, looks at the offshoring trends surrounding HR and what this may look like in 5 years time. Soeren will discuss how much economic gain can be harnessed by operating from an offshore location and how far a field you need to go to capture a workforce that can generate profit.

Retaining control
Maintaining the standard of customer service required
Assessing cultural, loyalty and turnover differences
Considering the current location hotspots: Is China the new India? Romania the new Budapest?

Dr. Soeren Dressler
Director of the Offshoring Institute and Professor of International Management Accounting at the
University of Applied Sciences Berlin

16:45 Going Global: Expanding Your Customer Base

Quintiles started Finance and HR Shared Service operations in 2001. Up until 2006 these covered the main employee centers particularly in the UK and US. By the end of 2006 a decision was made to expand services out to all regions. Quintiles now has operations in 50+ countries worldwide through organic growth and acquisition. In this session, Charlotte describes the difficulties surrounding standardising processes and getting the efficiencies required for scalability in a fast growing organisation. She outlines the consideration they took regarding the differing needs and requirements of the local regions the HR service now covers.