Process Optimization Pillar Standardization vs. Harmonization: When and How to Introduce More Flexibility and Adaptability in Your Processes That Make Business Sense? SSCs represent by essence standardized processes. However, the increasing complexity of the business environment led organizations to rethink their position. Competition is not only on costs but also on quality of service and...

Process Optimization Pillar Business Process Automation is Key: How to Optimize Your Processes to Improve Productivity and Deliver on Higher Quality of (Internal or External) Customer Service Most heads of business transformation consider process automation as a critical source of incremental performance improvement and cost savings. This session will cover the challenges related to level...

Process Optimization Pillar How to Centralize your Business Operations Without Compromising the Quality of Service Delivery and Your Customer Satisfaction Rate There are plenty of factors to consider and challenges to face when an organization decides to centralize its business operations. This session will highlight the most efficient step-by-step strategies at stake when it comes...

Round-Tables ROUND-TABLES DISCUSSIONS 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...

People Strategy Pillar 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...

People Strategy Pillar 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...

People Strategy Pillar 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...

People Strategy Pillar 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...

Governance Pillar Is the Grass Greener Outside the Biggest Cities? Looking into Challenges and Opportunities to Expand your SSC in a Second Tier Location North European secondary cities are important expanding hubs and have great development potentials as governments are fostering their growth by supporting foreign direct investments. Established SSCs as well as new comers...

Governance Pillar 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...