Agenda Day 1 – Stream

Tuesday 17th October – Agenda Day 1

08:00 – 09:00

Morning Registration

09:00 – 09:15

Opening Remarks
Rahul Malhotra, Head of Service Delivery – Avis Budget Group Business Support Center (Hungary)

09:15 – 09:55

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

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)?

Maciej Kulbat
, Center Head – Avon Global Financial SSC (Poland)
Rosita Vasilkeviciute, Head Group Services – Danske Bank (Lithuania)
Jørgen Lislerud, Managing Director – Circle K Business Centre (Latvia)

09:55 – 10:35

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

  • 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

Rosita Vasilkeviciute, Head Group Services – Danske Bank (Lithuania)

10:35 – 10:55

Structured Speed Networking Session
20-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!

10:55 – 11:25

Morning Break

STREAM A: HR, Governance & Stakeholder Management

Chaired by Aukse Zukauskiene, HR Director – Barclays Technology Center (Lithuania)

STREAM B: Processes Optimization & Technology Innovation

Chaired by Rahul Malhotra, Head of Service Delivery – Avis Budget Group Business Support Center (Hungary)

11:25 – 12:00

CASE-STUDY // Employer Branding Strategies Through Streamlined and Targeted Communication to Attract the Right Candidates

  • Strengths assessment and applied communication to vehicle your company’s core values
  • Piggybacking on corporate communication strategies to leverage on group image and increase visibility during recruitment phases
  • Differentiation is key: Easy to say, but how to do?
  • Social media, partnerships, job fairs… name them all, you have to be everywhere (only if you plan it properly though)

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

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

  • 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

Gediminas Mikaliunas
, Head of Barclays Collaboration Services – Barclays Technology Center (Lithuania)
Maciej Kulbat, Center Head – Avon Global Financial SSC (Poland)

12:00 – 12:30

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

  • Quick hits vs. long-term return: How to tackle the root-cause of talent shortage and invest now for a sustainable future!
  • Sparking candidates potential by matching education program with business needs
  • Corporate Social Responsibility 2.0: What does it mean at Tele2

Linda Zetmane, HR Business Partner – Tele2 Shared Service Center (Latvia)

CASE-STUDY // Moving from Transactional Center to Governance Center – A Case-Study from Avon Poland in Transforming Service Delivery

  • 5 main challenges in business
  • Building GSS set on business value delivery: a shift from process management to business value services
  • The Avon 6-step journey – How to get there

Maciej Kulbat, Center Head – Avon Global Financial SSC (Poland)

12:30 – 13:30

Lunch and Networking Break

STREAM A: HR, Governance & Stakeholder Management

STREAM B: Processes Optimization & Technology Innovation

13:30 – 14:05

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

  • “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

Paulina Ziembinska, HR Business Partner – Volvo IT (Poland)

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

  • 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

Gediminas Mikaliunas, Head of Barclays Collaboration Services – Barclays Technology Center (Lithuania)

14:05 – 14:40

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

  • Achieving digitalization and information vision through transformation: moving from descriptive 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

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

14:40 – 15:30

Afternoon Coffee and Networking Break


15:30 – 16:30

Round-Table Session / Discussion
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:

  • RPA and the foreseeable long-term impacts on your organization: Expectations, costs, capability gap and new mindset
  • More value-added services, improved capabilities, more responsibilities: HQ relations management and impact on SSCs’ autonomy in the future
  • Moving from employer branding to job branding: Let’s redefine the role of HR recruiters in SSCs
  • Standardization is SSCs’ worst enemy: Modern job design to address increasing complexity while fighting repetitive tasks
  • Master data management and analytics: The new goldmine of SSCs’ activities?
  • Process automation does not always involve robotic: Exploring internal capacities and existing tools to streamline your processes without the “robots”
  • End-to-end business process mapping and importance of project management within SSC environment
  • Can BPOing help SSCs sustain in the future: Which activities to give away to BPO and why?

16:30 – 17:00

Round-tables Feedback and Closing Remarks
Rahul Malhotra, Head of Service Delivery – Avis Budget Group Business Support Center (Hungary)