Agenda Day 2 – Workshop

Wednesday 18th October – Agenda Day 2

08:00 – 09:00

Morning Registration

09:00 – 09:10

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

09:10 – 09:40

Employee Engagement Strategies to Keep Your Staff Motivated, Customer-Focused, Innovative and Decisive

  • Engaged managers create engaged employees: Involve your leadership teams in engagement strategies to ensure commitment and motivation at all levels of the organization
  • Give directions and set achievable targets: Be clear on what you expect from your employees and help them understand the reasons why behind your decisions
  • Embrace a real feedback culture: Listen to your employees and be ready to change your strategies if the plan does not meet the goals set
  • Work-life balance is the Holy Grail: You need to offer more than a job to keep your people engaged

Wojciech Karpinski, Center Head – AMWAY Business Service Center (Poland)

09:40 – 10:10

CoE Is the “New SSC”: A Journey onto Moving up the Value Chain from Low Cost Transactional Activities to High Value Added Services to Increase Competitiveness (and Save Your Operations in CEE?)

  • Navigating the transition: Leadership, training, communication… and HQ support and commitment in making it a reality
  • Technicality of introducing “new skills” to SSCs – marketing, supply chain, etc.: What about centralizing operations that you did not even think of before?
  • Towards more complex, more skilled and more agile SSCs: Leveraging on existing high level of competences to introduce increased diversity and more added value services
  • Role and place of CoEs in the GBS model

Nima Motazed, Managing Director / Head of Global Services Bratislava – Swiss Re (Slovakia)

10:10 – 10:25

Investigating Into More Agile SSC Management Structures to Adapt to a Constantly Evolving Environment

  • Analyzing the possible ripple effect of geo-political changes on global SSC strategies: the example of the new US Administration
  • Rethinking the organizational design of SSCs to stay competitive on the international scene: Evolution of work and contingent workforce (career path, talent management, home office, etc.)
  • Empowering management at centers’ level to increase flexibility and improve responsiveness to change
  • Role and place of CoEs in the GBS model

Cindy Pasky, CEO and President – Strategic Staffing Solutions (USA / Lithuania)

10:25 – 11:00

Morning Break and Networking

11:00 – 11:30

CASE-STUDY // Strategic Process Re-engineering, Optimization and Automation to Improve Effectiveness and Adapt to a Constantly Evolving Global Business Environment

  • Global payroll assessment: Challenges in standardizing processes in the face of country legal and compensation specifics
  • P2P automation: What to automate and which vendor strategy to adopt
  • Fixed assets: Dealing with different accounting standards under one global policy
  • Debt collections: Understanding better business expectations and developing a strategy that support them better

Grazina Mainele, Senior Accounting Operations Director – Nasdaq (Lithuania)

11:30 – 12:00

The Sacrosanct Stakeholder Management Strategy: How to Make HQ (the Bosses) Understand that Your SSC Brings More Than Ever Business Value to Corporate

  • Communication, delegation and responsibilization: 3 steps towards improved stakeholder management
  • Getting recognition for what you do: Importance of streamlined 2-way feedback to improve the HQ’s perceived value of SSCs’ operations
  • Process ownership, end-to-end quality assurance, service delivery, client management, etc. Towards more independance for SSCs?

Corina Tiu
, Operations Director – Bosch Service Solutions (Romania)
Wojciech Karpinski, Center Head – AMWAY Business Service Center (Poland)
Jørgen Lislerud, Managing Director – Circle K Business Centre (Latvia)

12:00 – 12:15

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

12:15 – 13:30

Lunch and Networking Break


13:30 – 17:00

Afternoon Workshops
The Baltic Strategic SSC Conference offers the possibility to the participants to pick among two highly practical and interactive workshops to conclude the summit with a “hands-on” and insightful experience.
The workshops will run concurrently in different rooms from 1.30 pm until 5 pm with a 30-minute break at 3 pm.

Employee Engagement

by Ehsan Shammasi, Head of HR Shared Services – Al Tayer Group (UAE)

[More Info]

Advanced RPA

by Maksims Naumovs, RPA Specialty Lead – Accenture (Latvia)

[More Info]


End of the Conference