Agenda Day 2 – Workshop

Wednesday 18th October – Agenda Day 2

08:00 – 09:00

Morning Registration

09:00 – 09:10

Opening Remarks

09:10 – 09:50

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 Graal: You need to offer more than a job to keep your people engaged


09:50 – 10:30

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)

10:30 – 11:00

Morning Break and Networking

11:00 – 11:40

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)

11:40 – 12:20

CASE-STUDY // What Comes After Maturity? Strategic Process Re-engineering to Adapt to a Constantly Changing Business Environment

  • Identifying and prioritizing the processes to focus the transformation on needs assessment and capabilities inventory
  • Reflecting on the opportunities to move from transactional activities / cost centers towards revenue generation add-ons
  • Hands-on lessons learnt: How to re-design projects that go wrong during live integration without impacting on-going operations and productivity levels


12:20 – 12:30

Closing Remarks

12:30 – 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

[More Info]

Advanced RPA

[More Info]


End of the Conference