Governance & People Strategy – Agenda Day 1

Wednesday 12th October – Agenda Day 1

08:00 – 09:00

Morning Registration

09:00 – 09:05

Opening Remarks
Kim Leandersson, Head of Shared Service Center, Tele2 (Latvia)

09:05 – 09:15

Welcoming Speech by the Mayor of Vilnius Remigijus Šimašius

09:15 – 10:00

Current State of SSCs in the Baltic Region and Around: Main Challenges, Trends and Predictions of a Fast Growing Market

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 on the current situation: Is the growth sustainable and what can SSC leaders foresee at the horizon 2020?
  • Have you reached maturity yet: Where are the opportunities for growth?
  • Are the Nordics rather considered a unified or a diverse and complex pool of talents and how to deal with it?

Algirdas Pekšys, Partner, Law Firm Sorainen (Lithuania)

Aiste Gataveckiene, Head of Shared Services Center, Transcom (Lithuania)
Kristiina Koel, Head of Accounting Center, Orkla (Estonia)
Philip Woodburn, VP FiSS Global Services & Operations Finance, Schneider Electric (Poland)
Kristian Kjernsmo, Managing Director Circle K Business Center, Statoil (Latvia)


10:00 – 10:30

Getting Recognition for What You Do: Importance of Streamlined 2-way Feedback to Improve the HQ’s Perceived Value of SSCs’ Operations
Some organizations notice a failure to adapt their system of corporate internal communications and reporting to their local SSCs, letting HQ with the perception that these issues are the results of unadapted management and questionable quality of workforce locally. This session was developed to focus on concrete tools to better manage global / local relationships:

  • Upstream communication: Tricks and techniques to make sure HQ expectations are understood, managed and replied to accordingly!
  • Downstream communication: Transparency and proper delivery for effective stakeholder management and improved productivity
  • Internal communications: Enhancing feedback culture and conflict resolution skills to prevent lockout and low quality outcomes

Philip Woodburn, VP FiSS Global Services & Operations Finance, Schneider Electric (Poland)

10:30 – 11:15

Morning Break and Structured Speed Networking Session
25-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! Followed by a 20-minute coffee break.

11:15 – 11:45

Get the Board on Board: What Can You Do to Have Your SSC´s Challenges Conveyed to and Considered by Your HQ Management Team?
Many SSCs have their HQ offices located in different countries and the geographical distance sometimes makes it difficult for companies to understand the local challenges of their service centers. This session will share some ideas and best practices to deal with this challenge and shorten the distance between HQ and SSC.

  • Speak their language (or teach them how to speak yours!): Help HQ management team understand the challenges that your SSC faces locally
  • Encouraging your SSC employees to tie bonds and work closely with HQ teams
  • Hands on you are the key to it! Inviting HQ decision makers to actively visit and take part into your SSC reality

Przemyslaw Siuda, VP Operations, General Manager of SSC, AIG (Lithuania)


11:45 – 12:15

The Recruitment Challenge: How to Strategize Your Employer Branding and Recruitment Process in the Face of High Competition and Limited Resources
The very nature of SSCs implies skilled workforce and no down-time. But with the increasing number of organizations willing to benefit from this high-quality and competitive resource, the recruitment bit is not an easy one. This session will cover various key questions such as adaptability to evolving labor markets and trends, productivity improvement, branding and other strategies at stake to attract and capture the right people.

  • Is there a magical trick to compress hiring + training time and directly reach high level of efficiency
  • Are recruitment agencies still your saver and how to collaborate with them to meet expectations
  • How redesigned job descriptions and improved productivity initiatives can be the solution to deal with saturated labor markets
  • Social media channels and word-of-mouth: Your new favorite allies? How to leverage on YZ generations new way of considering job opportunities
  • Employer branding adapted to SSCs: What does it concretely mean and does it really work?

Arkadiusz Rochowczyk, Head of GBS Operations Center, IAG (Poland)

12:15 – 13:30

Lunch Break and Networking
Enjoy a well deserved break and delightful lunch! Yet another opportunity to exchange business cards and network with fellow colleagues and participants.

13:30 – 14:00

Easier to Say Than to Do: Attracting Talents and Developing Your High Potentials to Secure Your SSC’s Tomorrow’s Strength and Operations Growth
Career paths design and visibility are key players in talent management. This session will cover different innovative or already proven strategies to attract and retain talents while being constrained by limited long-term career growth opportunities.

  • Talent development program: Is it as good for your employees as it is for your operations?
  • Importance of yearly surveys to listen to your employees, adapt to change and improve working conditions
  • Choose between: “What if you train your people and they leave” and “What if you don’t and they stay”!
  • Salary increase: Business threat or region´s opportunity?

Kim Leandersson, Head of Shared Service Center, Tele2 (Latvia)

14:00 – 14:30

Managing the Integration of New Generations in the Workplace: Meeting your Employees’ Needs and Expectations to Fight Turn-Over
SSCs represent a natural attraction for young talents and a fantastic opportunity for experienced managers. However, understanding the values and expectations of different generations in the workplace is not an easy task for employers who need to integrate new visions and alternative work approach if they want to benefit from both experience and fresh mindsets. This session will address the question of intergenerational management through:

  • Understanding diversity as a competitive advantage: Question is, how to make it work?
  • Rewards, motivation, engagement strategies: What works for whom and how to mix it up?
  • Building a bridge between fun, engagement, work life balance and performance culture

Marcin Tchorzewski, Managing Director Global Financial Services Centre, Arla Foods (Poland)

14:30 – 15:00

PANEL DISCUSSION: Are You Sufficiently Equipped to Win the Turn-Over and Attrition War?
It is not only the fault of competition! Discover in this session how YOU need to work things out internally to deliver on added value positions and interesting tasks to keep your employees not only satisfied and productive, but to try to avoid seeing them leave you for a few more bucks a month…

  • Internal and external attrition: Good or bad for your business, discuss how to deal with it or leverage on it
  • How to precisely measure the employee fluctuation rate at your SSC and look for adapted management strategies
  • Making sure your employees constantly keep on adding value to the business: Employee engagement initiatives to get the best out of them
  • Hiring Millennials: Understand why and be prepared that your employees are not going to stay forever

Mantautas Paskevicius, Country Manager, Strategic Staffing Solutions (Lithuania)

Andrzej Kinastowski, Operations Delivery Strategist, Lufthansa Global Business Services (Poland)

Milosz Aleksander, VP, Head of Global Shared Services, Tate & Lyle (Poland)
Antanas Ursulis, Managing Director Baltic Region, CSC (Lithuania)

15:00 – 15:30

Afternoon 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:

  • Global Process Owners framework: How to do it and can GPOs really have their place sitting in SSCs?
  • Becoming the BPO of your own customers: The future of all SSCs?
  • Knowledge Process Outsourcing: Challenges of a complex integration and benefits on company’s value chain
  • Reporting structure to HQ and end-to-end business process mapping: How to keep a precise and technical communication and understanding in the distance
  • Beyond continuous improvement and process optimization: mastering data mining and risk management mechanisms to reach higher level of efficiency
  • Towards improved controlling and corporate governance processes to streamlined operations, increased quality of delivery and better business results
  • And more…

16:30 – 17:00

Round-Table Feedback & Closing Remarks – End of Day 1
Kim Leandersson, Head of Shared Service Center, Tele2 (Latvia)

Agenda Day 2