Reimagine the way you workAnnual Deloitte Shared Services, GBS & BPO Conference 2017Austria Center Vienna, Austria, 21-22 November 2017

www.deloitte.co.uk/sharedservicesconference

#deloittesharedservices

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Contents

02Welcome

03About the conference

04About the sessions and shared services centre site visits

06Getting the most out of the conference

08Lead and Premium conference sponsors

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10Conference planner

16Pre-conference site visits

20Conference sponsors

18Evening event

25Logistics

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Reimagine the way you work

Welcome

Invitation to the Annual Deloitte Shared Services, GBS & BPO Conference 2017

Dear Colleague

We are currently living in a time of global digital revolution and cultural change that is transforming our lives and the world in which we live and work. It’s almost impossible not to be exposed on a daily basis to consumer applications and platforms such as Amazon and Netflix, that are making our personal lives much more efficient and effective. We have learnt to embrace these applications as a way of life – a future without them would be almost impossible to imagine. How can we achieve similar innovation and simplification to make the way we work as seamless as the way we now live?

The 2017 Shared Services, GBS & BPO Conference aims to explore how emerging digital technologies can be harnessed within shared services organisations to help reimagine the way you work.

This year we are bringing together shared services and GBS leaders from companies including AstraZeneca, BASF, BP, Kuka, Maersk, Movable Ink, Solvay, Standard Chartered, SwissRe, Tarmac and Unilever to share with you some of the latest trends we’re observing in the market, including:

How digital technologies such as robotics, cognitive agents and ‘chat bots’ are allowing shared services leaders to not only reduce costs but fundamentally change the way they interact with internal and external customers

How technology developments are impacting the future operating models for shared services and GBS and the impact this is having on talent

How emerging technologies such as Blockchain are starting to appear on shared services leaders’ radar and promise to have a significant impact in the next few years

How shared services leaders are recognising the opportunity to play a major role in how their shared services and wider organisations adopt analytics to become more ‘insight driven’

How organisations are increasingly realising that while a move to an ‘owner’ GBS model where the GBS Leader has ‘pay and rations’ control of everyone within the GBS organisation may be the ideal to strive for in the long term – a Landlord model where most GBS employees still report to their respective functions may be optimal for many in the short to medium term

How shared services organisations are using design thinking to ensure that their products and services are built around their customers’ needs

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About the conference

Whether you are a mature shared services organisation, have outsourced your processes, or are just starting out, our insight will inspire you with new perspectives and help you make the right connections to build capabilities.

The conference is free of charge (excluding flights and accommodation) but places are limited. Early registration is strongly advised to avoid disappointment.

Register your place today at www.deloitte.co.uk/sharedservicesconference

Vienna – the city of music, dreams and chocolate is the location of the conference this year. Over the last 19 years the conference has built up the reputation of being the largest and most insightful event of its kind in the market. It’s a ‘must attend’ event for Chief Financial Officers, Financial Controllers, Shared Services Heads, Global Business Service Leaders, BPO Contract Managers, CIOs, Global Process Owners and HR Leaders.

Peter MollerConference Chair

Emma LawsonConference Chair

Werner KolarikHost Country Lead

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About the sessions

Plenary sessions These sessions are targeted at all conference delegates. Plenary sessions will pick up on what we consider to be the most relevant topics this year led by influential shared services, GBS and BPO leaders. There will also be a couple of panel sessions, where leaders in their fields will debate some of the key topics of interest in the industry today.

Focus sessionsThese sessions are designed to give delegates the opportunity to explore specific topics in detail. They will be facilitated by business leaders and subject matter experts who have deep knowledge of the topic. These subject matter experts will either guide you through the latest trends and thinking, or share with you practical advice from their own organisations to inspire you to make a change when you return to the office.

Discussion forums The forums are your opportunity to discuss topics of interest with your peers and share insights and experience within a smaller group in a less formal setting. A subject matter expert will be on hand to provide facilitation and structure to the meetings, but there will be no PowerPoint slides.

Shared services centre site visitsThis year’s pre-conference site visits take place in Bratislava and will provide the opportunity to visit and explore an organisations shared services centre where delegates can meet centre heads, and get ‘under the skin’ of what makes these centres truly successful. The site visits are carefully selected and are a unique opportunity to get a first-hand glimpse of how various organisations manage and run their centres.

Lab sessions These sessions are designed to be interactive to help you evaluate where and how analytics, digital and disruptive technologies can be adopted to solve business challenges, both internally within your GBS or Shared Services, and when providing these services to the wider business.

Analytics demonstrations These demonstrations will show how analytics can be applied to solve business questions, by delivering previously hidden insight from data available both inside and outside an organisation. Within our ‘future of work space’, we will showcase a selection of demonstrations relevant to both Finance, HR and other topics.

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Getting the most out of the conference

Future of work space

Conference App

Find out what’s disrupting the future of work in our

dedicated space, where you can experience our popular analytics demos and try out new ground-breaking digital

tools that are set to transform the way you work.

Download and access key information via our Deloitte SSC 2017 app. This app will deliver a personalised real

time experience at your fingertips making it easier

to get the most out of your two days.

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Speed networking

Solutions and services area

Innovation shed

Following its successful launch last year, we will once again be hosting a ‘speed networking’ event at the end of Day one.

This will give you an opportunity to build new

contacts quickly in an informal and interactive setting.

Market leading solution and service

providers will be on hand to

guide the potential transformation of your organisation.

Launching this year, our ‘innovation shed’ will give you the opportunity

to be part of an truly immersive experience. Showcasing the latest

disruptive digital tools to impact your organisation –

it would be a shame to miss out.

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Automation Anywhere is the leading provider in robotic process automation (RPA) platforms which uniquely deliver task-based RPA with embedded

analytics and cognitive capabilities enabling enterprises to create their Digital Workforces.

With more than 500 customers globally, Automation Anywhere is the global leader

in robotic process automation.

For more information, visit www.automationanywhere.com

Lead conference sponsor

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Premium conference sponsors

BlackLine is a leading provider of Enhanced Finance Controls and Automation (EFCA) software and the only one that offers a unified Cloud platform supporting the entire close-to-disclose process. BlackLine’s EFCA Platform helps companies improve the accuracy and reliability of their financial reporting, achieve process efficiencies and improve visibility into their Finance & Accounting (F&A) operations. The platform enables customers to move beyond outdated processes and point solutions to a ‘Continuous Accounting’ model. With Continuous Accounting, real-time automation, controls and period-end tasks are embedded within day-to-day activities, allowing the rigid accounting calendar to more closely mirror the broader business.

Through BlackLine’s Cloud analytics software, BlackLine Insights, CFOs access real-time data to benchmark, analyze and improve the efficiency and performance of their F&A organisations. The software utilises live, aggregated and anonymised data collected from BlackLine customers. More than 125,000 users across 1,300 companies in approximately 100 countries depend upon BlackLine to increase accountant productivity and elevate controls and compliance functions to Modern Finance status.

For more information, visit www.blackline.com

Dell Technologies provides the essential elements to build a digital future: Native and hybrid cloud environments, modern application development platforms, enterprise infrastructure and business-driven security solutions. As organizations embark on digital transformation, using approaches such as Robotic Process Automation, the breadth of our portfolio is there to support rapid, secure and cost-effective deployments. We also leverage our own experiences with RPA – having over 60 automated processes, with bots performing the work of 100 resources – to guide our customers on the path to automation.

For more information, visit www.delltechnologies.com

IPsoft makes it possible to transform business performance through the employment of digital labour. Every day we apply ourselves to transforming our clients’ IT and business operations for competitive advantage. Through our technology platforms and our services, IPsoft guarantees predictable business outcomes that maximize the benefits of intelligent automation.

In our cognitive agent Amelia, we offer you your first digital employee. Amelia can take on a wide variety of service desk roles and transform customer experience. Just like a human she communicates with customers using natural language.

For more information, visit www.ipsoft.com

Creating innovative products and concepts with great designers is Vitra’s essence. They are developed in Switzerland and installed worldwide by architects, companies and private users to build inspirational spaces for living, working and shopping as well as public areas. With its classics Vitra represents groundbreaking 20th century design. Today, in combining technical and conceptual expertise with the creativity of contemporary designers, Vitra seeks to continue pushing the boundaries of the design discipline. A family business for eighty years, Vitra believes in lasting relationships with customers, employees and designers, durable products, sustainable growth and the power of good design. The Vitra Campus with buildings by some of the world’s leading architects and the Vitra Design Museum with its exhibitions on design and architecture, design archives and a comprehensive furniture collection are all part of Vitra. They inspire visitors, inform the design process and create an atmosphere in which innovation flourishes. For more information, visit www.vitra.com

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Day 1 – 21 November 20178:45 60 mins Plenary 1: Welcome and introduction to current market trends

Peter Moller, Emma Lawson & Werner Kolarik, Deloitte

9:45 40 mins Plenary 2: BP – Transformation of Global Business Services for a digital age Philip Whelan, BP

10:25 40 mins Plenary 3: Shared services and smart machines: How humans and computers will work better togetherMatthew Howard, Deloitte

11:05 Break 30 mins and move to breakout series one

11:10 20 mins Analytics Demo: VISTA (During the break)Adam Clarke, Deloitte

11:35 50 mins Focus 1: Business partnering in a digital worldNatarajan Gopalan, Unilever, Steve Harrison, Avios & Michael Haupt, Deloitte

Focus 2: UBS – Building the future with Robotic Process Automation (RPA)Nathalie Benton, UBS & Rob Hughes, Automation Anywhere

Focus 3: Meta – Creating the brain capacity to lead Jo Clarkson, Meta UK Ltd

Focus 4: Impact of Future of Work on SSCsNeera Ridler-Mayor & Laurence Collins, Deloitte

Focus 5: Leiden University – Moving up the value chain into predictive analytics and artificial intelligenceRob van den Wijngaard, Leiden University & Sytze Smit, Deloitte

Focus 6: The New Landscape of Work: Will GBS/SSCs prove to be the pioneers of technology-led workplace innovation? Or an opportunity missed…?Nora Fehlbaum, Vitra & Martin Laws, Deloitte

Lab 1: The role of shared services in the ‘analytics adventure’ – support service or spearhead?Facilitators: Natalie Williams, Deloitte Client stories: Deborah Cummings, Allianz

Lab 2: Where to locate in the digital age?Facilitators: Elias van Herwaarden, Deloitte Client stories: David Henderson, Hargreaves Lansdown

Discussion Forum 1: Head to head – Robotics vs Business Process OutsourcingPunit Bhatia, Amiya Kagalwala & Dave Wright, Deloitte

Discussion Forum 2: Of the different ‘models’ of shared services / GBS – how do you select which is right for your organisation?Deborah Kops, Sourcing Change

11:40 20 mins Analytics Demo: Business Travel Analytics (BTA)Deepinder Lamba & Danny Taggart, Deloitte

Conference planner

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12:00 20 mins Analytics Demo: VDXRichard Sarkissian, Deloitte

Move to breakout series two

12:25 50 mins Focus 7: NGA Human Resources – shared services led end-to-end finance transformation in a mid-size companyStuart Ross, NGA Human Resources

Focus 8: Employing a Cognitive, Digital WorkforceVolker Pyrtek, BuyIn, Parit Patel, IPsoft UK & Matthew Howard, Deloitte

Focus 9: Delivering operational transfer pricing within a GBS environmentRachel Taylor, Rajeev Samaranayake & James Tooley, Deloitte

Focus 10: Global Payroll: Making it work in practiceRebecca Mullins, Deloitte

Focus 11: Transitioning a workforce – getting your workforce transition approach right first timeAd Bourgonje, Deloitte

Focus 12: Design thinking in shared services and GBS Richard Small & Olivier Binse, Deloitte

Lab 3: Digital business servicesSusana Camberio-Gesto, Michael Davie & Esteban Valerio, DeloitteClient stories: Vicki Mackintosh, Associated British Ports

Lab 4: RPA process feasibility assessment (session repeated on day 2)Facilitators: Dave Wright, Dupe Witherick & Kim Burton, DeloitteClient Stories: James Lawson, WorkFusion

Lab 5: Crunchy questions and tactical actions’: Kick-starting your analytics journeyFacilitators: Natalie Williams, DeloitteClient Stories: Fernando Pons, European Bank for Reconstruction and Development

Panel 1: Next generation shared services models in the public sectorPanel to be chaired by Deborah Gregg, DeloittePanel: Hilary Murphy-Fagan, National Shared Services Office, Muvenda Khomola, Eskom & Per Helmer Roos, Agency for Governmental Administration

12:30 20 mins Analytics Demo: Pathfinder – The rapid diagnostic tool Feargus Murphy & Jeff Wright, Deloitte

12:50 20 mins Analytics Demo: MoneyBackLouniel Blom, Deloitte

13:15 Lunch 1 hour 15 mins

Day 1 – 21 November 2017 continued

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13:20 30 mins Analytics Demo: BEAT & EMILIE (During lunch)Alan Tua, Michelle Lee & Vincenzo Opeka, Deloitte

13:20 20 mins Analytics Demo: Real Time Close (During lunch)Mateus Begossi & Ritesh Bhushan, Deloitte

13:55 30 mins Analytics Demo: Digital boardroom (During lunch)Piyush Mistry & Tom Fox, Deloitte

13:55 30 mins Future of Operations (During lunch)Nick Prangnell, Deloitte

Move to plenary

14:30 40 mins Plenary 4a: Standard Chartered – Revolution from within: transforming a mature shared services centre into a client-centric global business services partnerMatthew Norris, Standard Chartered

15:10 40 mins Plenary 5a: Driving service excellence bottom-up at TarmacAndrew Parris, Tarmac

Delegates wanting to attend Plenary 4b and 5b will need to move to the HR plenary room after lunch as sessions run concurrently with Plenary 4a and 5a

14:30 40 mins Plenary 4b: Human Capital trends and the implications for HR shared servicesBrett Walsh & Emma Leonis, Deloitte

15:10 40 mins Plenary 5b: Panel: How emerging HR technologies can power a personalised HR customer experiencePanel to be chaired by Richard Coombes, Deloitte Panel: Charlotte Allen, AstraZeneca, Mary Thomas, Allianz & Gabriele Dutz, Kuka

15:50 Break 30 mins

16:20 40 mins Plenary 6: The move to a more digital business services organisation at UnileverJames Bruce, Unilever

17:00 40 mins Plenary 7: Panel – Emerging digital technologiesPanel to be chaired by Justin Watson, Deloitte Panel: Mariesa Coughanour, Movable Ink, Philip Whelan, BP & Antonio Russo, Deloitte

17:40 60 mins Speed Networking

17:40 Drinks reception

19:00 Evening event

Day 1 – 21 November 2017 continued

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Day 2 – 22 November 20178:45 45 mins Plenary 8: Ian Stewart’s ‘Wednesday Briefing’

Ian Stewart, Chief Economist, Deloitte

9:30 40 mins Plenary 9: Solvay – Using technology and simplicity as an enabler for greater customer connections & experience: Put your GBS at a fingertip from your internal and external customers Guy Mercier, Solvay Business Services

10:10 40 mins Plenary 10: Swiss Re – The evolution of a GBS modelNima Motazed, Swiss Re

10:50 Break 30 mins and move to breakout series three

10:55 20 mins Analytics Demo: DEO: Deloitte Enterprise Optimisation (During the break)Louniel Blom, Deloitte

11:20 50 mins Panel 2: Ways in which companies are challenging the traditional scope of shared services and GBSPanel to be chaired by Antonio Russo, Deloitte Panel: Derek Smith, UBS, Bjorn Bergabo, GE & Nima Motazed, Swiss Re

Focus 13: Danske Bank – Creating real impact and change with Continuous Improvement – by using it as a tool to work beyond the boundaries of shared servicesRosita Vasilkeviciute, Danske Bank & Dorthe Keilberg, Deloitte

Focus 14: Tarmac – Robotics & Automation for mid-size organisations: Walk before you run Andrew Parris, Tarmac

Focus 15: Novartis – Building global end-to-end processes as an enabler for a consolidated GBS model and roboticsJoe Craughan, Novartis

Focus 16: ABP – Implementing multi-functional shared services in the UKVicki Mackintosh, Associated British Ports

Focus 17: Digital finance in shared services and GBS Steve McKenna & Marcus Riesco, Lloyds Banking Group, Piyush Mistry & Oscar Hamilton, Deloitte

Focus 18: Organisational resilience – predicting, planning for and responding to disruptive events in a shared services environmentAdriana Konjani & George Connell, Shell, Neil Bourke & Anita Allan, Deloitte

Focus 19: Maintaining internal controls under a new digital business environmentEdward Litchfield, Deloitte

Focus 20: Powering Organisation-Wide Innovation and Talent from Business ServicesSimona Simion-Popescu, Coca-Cola Hellenic BSO

Lab 6: Defining the building blocks for your analytics journey: structure, skills, processes and business permissionFacilitators: Natalie Williams, Deloitte Client stories: Mariesa Connaghour, Movable Ink

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11:25 20 mins Analytics Demo: Finance optimiserAlvee Britto & Will Zuurbier, Deloitte

11:50 20 mins Analytics Demo: Process X-rayRobert Jan Huizing, Deloitte

Move to breakout series four

12:10 50 mins Focus 21: Dassault Systèmes – Establishing standard global processes as an enabler to efficient integration of acquired companiesBirgitt Greif, Dassault SystèmesFocus 22: How Facebook is defining the modern enterprise workplace to bring together the business and shared servicesRebeca Tristan, Facebook & Jayanth Poorna, Deloitte

Focus 23: The importance of brand for shared services and GBSNeil Pendrey, Visual Assets

Focus 24: Blockchain – Enigma. Paradox. Opportunity.Tyler Welmans, Deloitte

Focus 25: Build / buy / borrow – the chat bot ownership dilemmaNeera Ridler-Mayor & Laurence Collins, DeloitteFocus 26: Salesforce – How Salesforce.com manages its EMEA statutory compliance process leveraging Deloitte Global Tax Centre and its own technology platformStéphane Jacottet, Salesforce & Laurent Nowicki, Deloitte

Lab 7: RPA process feasibility assessment (repeated)Facilitators: Dave Wright, Dupe Witherick & Kim Burton, Deloitte

Discussion forum 3: Public SectorDeborah Gregg, Deloitte

Discussion Forum 4: Future GBS – Where it’s going and what it means for youDiscussion hosted by Nick Prangnell, Deloitte Client stories: Graeme Peake, Standard Chartered & Jo Hart, Deloitte

12:30 20 mins Analytics Demo: Intelligent automationGraeme Carmichael & Jan-Hinnerk Fahrenkamp, Deloitte

12:50 20 mins Analytics Demo: D.Profile Craig Powell & Max Madgwick, Deloitte

13:00 Lunch 1 hour 15 mins

13:10 30 mins Analytics Demo: PayLens: How can I find the missing millions from pay gaming? (During lunch)Adriana Miller, Deloitte

13:10 30 mins Analytics Demo: Real Time Close (During lunch) Mateus Begossi & Ritesh Bhushan, Deloitte

Day 2 – 22 November 2017 continued

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Day 2 – 22 November 2017 continued

13:45 30 mins Analytics Demo: Revolutionising the delivery of SSC activity with Amelia – the cognitive agent (During lunch)Neera Ridler-Mayor & Laurence Collins, Deloitte

13:45 30 mins Analytics Demo: Digital Boardroom (During lunch)Piyush Mistry & Tom Fox, Deloitte

Move to plenary

14:15 40 mins Plenary 11: BASF shared services – Why locating shared services in the heart of Europe can provide quality and capability that offshore locations cannot compete withDr Daniel Dornbusch, BASF Services Europe

14:55 40 mins Plenary 12: Maersk – Creating value through automation and deep business integrationRene Overgaard Jensen, Maersk

15:35 Close of conference – coaches depart for airport

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Pre-conference site visits Bratislava, Slovakia

Due to the popularity of site visits, this year we are dedicating half a day to visiting shared services organisations in Bratislava. During the site visits, you will have the opportunity to meet centre heads, and get ‘under the skin’ of what makes these centres truly successful.

Given the popularity of previous site visits, there is a possibility that we may need to limit attendance of one site visit series per individual and organisation. We also permit employee participation to a maximum of one delegate per company.

Registration for these site visits will close when the event is fully booked.

About the pre-conference site visitsThis is an optional element of the programme that you will have the opportunity to select when you complete your online registration and includes a visit to two sites, each of whom feature in the main programme.

There is no cost for the site visits. Transportation to/from the site visits will be provided. Delegates are not permitted to make their own travel arrangements.

Site visit 1: Swiss Re Business SolutionsSwiss Re Business Solutions in Bratislava was established 10 years ago and employs approximately 1,300 full time staff, 92% of whom are university graduates and 85% of whom are Millennials, speaking 28 different languages. The centre services 65% EMEA, 25% Global, 7% Americas and 4% APAC and is part of a network of centres with an aligned strategy, operating model and management structure located in Bratislava and Bangalore with a third centre under construction.

The Business Solutions centre delivers Finance, IT, Technical Accounting, Asset Management (back-office and mid-office globally), HR and Business Services. The primary focus is a strive to become Centres of Excellence across all functions with a heavy emphasis on people, including branding and recruiting as well as developing technical skills. They are also developing innovations with a virtual workforce of 18 robots and growing, as well as transforming to become a more analytical centre.

Agenda items will include: recruitment, training, and retaining staff, agile working, technical enablers (including RPA), analytics, growth and the transfer of business processes into the centre.

Monday 20th November 2017

11:00 Registration at The Melia Vienna hotel foyer

11:15 Depart Melia Vienna hotel

12:30 Arrival at first site visit location

16:45 Depart back to Melia Vienna hotel

17:15 Arrival back at Melia Vienna hotel

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Site visit 2: Johnson Control Business Centre The Johnson Controls Business Centre in Bratislava was established 10 years go and employs approximately 1,250 full-time employees, focusing on Finance, FP&A, Purchasing, IT, HR, Tax, Internal Audit and other global functional processes.

The Bratislava Business Centre is Johnson Controls’ largest shared services centre and is part of a global network with a cohesive strategy, operating model and management structure applied throughout locations in Bratislava (SK), Manchester (UK), Dalian (Asia Pacific), Monterrey (MX), Mexico City (MX), Indianapolis (US), Westminster (US) and Boca Raton (US).

The primary focus of the centre is to ‘move up the value chain’ – with initiatives in place to expand their process scope and support both business savings goals and the ongoing M&A activities taking place within Johnson Controls. They are also developing innovations with a growing virtual workforce of 10 robots.

During this site visit participants will learn about, the history of the centre, interaction with parallel centres, Continuous Improvement culture, people and development programmes, and analytics, growth and the transfer of further processes into the centre.

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The evening event

The Hofburg Palacewww.hofburg-wien.atLocated in the heart of the city, Vienna’s emblematic Hofburg Palace will be the location for this year’s ever popular networking dinner event. This proud landmark represents the evolution of over seven centuries of the history of Austria whose rulers built the Hofburg Palace until it eventually became the imperial residence up until 1918. Austria’s rise as a major European power during the Baroque period turned the Hofburg Palace into showcase of the politics, culture and art of world history. Both Maria Theresa and Joseph II lived and worked here. Mozart, Beethoven, Liszt and Strauss all made music here. And under the rule of Emperor Franz Joseph I, the Hofburg Palace attained its present day appearance. On arrival at the venue, you will be welcomed by the grandeur and exceptional fine architecture that befits a venue of this age. As you socialise and enjoy drinks with your peers you’ll be able to mingle amongst a selection of food stalls, offering tasty bites of the best that Vienna has to offer. Last year, the evening event was hugely popular – and this year promises to be even bigger and better. If you want to come away with a solid network of experts from attending the conference, the evening event is THE opportunity to build those relationships. Don’t forget to register for this when you register for the conference.

Getting there and backYou are invited to join us for drinks and networking with our sponsors and attendees at the Austria Center Vienna from 17:40 whilst you wait for the shuttle buses which will transport you from outside the conference centre to the evening event venue: Hofburg Palace from 18:45.  Alternatively – if you wish to return to your Deloitte-booked hotel to refresh after the conference on Day 1 you are more than welcome.

For those booked at the Deloitte-booked hotels, Melia Vienna and Arcotel Kaisserwasser, these hotels are within walking distance. Please note you will need to return to the Austria Center Vienna to use the shuttle buses from outside the conference venue to get to the Hofburg Palace. If you are staying at the Arcotel Donazentrum a coach transfer will operate from outside the Austria Center Vienna immediately after the close of Day 1, prior to the networking drinks reception to return you to your hotel. The Coach will then wait at the hotel before departing at 18:45 to the Hofburg Palace. A shuttle bus service back to the Deloitte recommended hotels at the end of the evening will be available from the Hofburg Palace from 21:00 until 23:00.

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17:40 Drinks reception at the Austria Center Vienna

18:45 Coaches from the Austria Center Vienna to The Hofburg Palace for the networking dinner

19:00 – 23:00 Networking dinner at The Hofburg Palace 21:00 – 23:00 Coaches depart back to Deloitte Hotels

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Sponsors

Colliers International Group Inc. (NASDAQ and TSX: CIGI) is a global leader in commercial real estate services with 15,000 professionals operating in 68 countries. With an enterprising culture and significant insider ownership, Colliers professionals provide a full range of services to real estate occupiers, owners and investors worldwide. Services include brokerage, global corporate solutions, investment sales and capital markets, project management and workplace solutions, property and asset management, consulting, valuation and appraisal services, and customized research and thought leadership. Colliers International has been ranked among the top 100 outsourcing firms by the International Association of Outsourcing Professionals’ Global Outsourcing for 10 consecutive years, more than any other real estate services firm. Colliers’ distinction in Poland include the “Outsourcing Star”, given in recognition of its status as one of the most active real estate advisors in the outsourcing sector.

For more information visit www.colliers.com

The Deloitte Belgium Tax Centre. Organisations with operations in multiple jurisdictions face tremendous challenges in keeping pace with each jurisdiction’s tax and accounting laws. For this reason, they often turn to Deloitte for global and local tax outsourcing of direct and indirect tax compliance, as well as statutory accounting and report processing. With shared services and data management skills, our Global Tax Centre, which is based in Brussels, can support local, near shore and offshore compliance activities, covering 33 countries. The Compliance Centre covers all compliance related activities, also assisting in special situations, such as post-merger integration, shared services centres creation, Pan European process, procedures and risk reviews which require substantial system, process and technology support in addition to the potential outsourcing of tax compliance.

For more information visit www2.deloitte.com/be/en/pages/tax/articles/GTCE-Deloitte-Belgium-Tax.html

Hanse Orga Group is a global provider of innovative finance solutions. Over 2,000 renowned clients such as IBM, Philips, and Dow already rely on our high quality products and SAP treasury consulting. We believe in process automation software for the entire financial value chain, including O2C and P2P, to improve processes for corporates. Companies of all industry sectors, and from medium-sized company to global player, enhance their efficiency with our solutions for credit and receivables management, payments, bank account management, cash application, cash management, bank fee analysis, liquidity planning, treasury and working capital management, available as SAP-integrated and ERP-agnostic solutions.

For more information visit www.hanseorga-group.com

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It’s TIME to join the world’s leading companies in leveraging Egypt, the hub for IT/ITES and technology innovation, for expanding your business globally. Egypt was listed for the second year by Gartner as a Primary Location in the report Evaluate Offshore/Nearshore Countries for Outsourcing, Shared Services and Captives in EMEA, 2017 ( July 2017).

“Egypt enjoys a unique blend of qualities making it one of the most attractive destinations for IT and business process services globally,” German Outsourcing Association.

The Information Technology Industry Development Agency (ITIDA), the executive arm of the Ministry of Communications and Information Technology, is Egypt’s engine for spreading technology, driving innovation, and supporting foreign investors seeking to enhance their global offering from Egypt.

Visit TimeforEgypt.net to learn about what Egypt, the winner of the Global Sourcing Association’s Outsourcing Destination of the Year 2016 Award, has to offer in the outsourcing industry. For any enquiries, please contact us at marketing@itida.gov.eg

For more information visit www.TimeforEgypt.net

The Hungarian Investment Promotion Agency (HIPA) operates under the supervision of the Ministry of Foreign Affairs and Trade. Through its extensive network of contacts in the public and private sectors, HIPA provides foreign investors with high-quality support for important investment decisions, and a wealth of supplementary services. HIPA is here to help you through the whole investment process, from start to finish, through a free of charge, one-stop shop service approach. Upon request HIPA helps to identify and find suppliers and offers to put together a list of experts.

HIPA also acts as a mediator between large international companies and Hungarian firms to facilitate supplier relationships, organizing supplier training, and maintaining active contact with trade associations, particularly in the automotive and electronics sectors. Our ultimate goal is to see Hungarian SMEs play as large a role as possible in the local multinational supply chain.

For more information visit www.hipa.hu

Located in the north of Europe, with highly qualified talent pool and world class infrastructure Lithuania is perfect for global business growth. An increasing number of global companies including Barclays, Nasdaq, Uber and many others ave already chosen to establish and expand their operations in Lithuania. So, if you are looking for a mature, yet still unsaturated destination, come and talk to us. Our team of expert advisors will provide all needed support: advice, contacts and data to help you make the right decision.

For more information visit www.investlithuania.com or www.linkedin.com/company/invest-lithuania

Invest in Pomerania is a regional initiative that provides free-of-charge services to investors interested in carrying out projects in Pomerania (north-central Poland). Business Services Sector is one of the priority sectors for the development of Tri-City, the largest metropolitan area and business heart of the region. Since 2011 it has attracted over 120 companies operating in SSC/BPO and IT/R&D that created 21.000 new jobs. Certified partner of the Polish Trade and Investment Agency. Coordinated by the Pomerania Development Agency Co.

For more information visit www.investinpomerania.pl/en/

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Lodz is a city located right in the centre of Poland and also the centre of Europe, surrounded by a network of motorways and expressways which provide the city with excellent connections to other Polish and European locations. The proximity of two international airports is an unquestionable advantage of the city.

The city is a major educational and scientific centre. Lodz offers well-educated staff in the fields searched by employers. Priority sectors include logistics and transport, home appliances production, BPO/SSC, IT, R&D and activities related to fairs, exhibitions and tourism. An increasing number of global companies including P&G, ABB, Dachser, Fujitsu, Philips, Ericsson and many others have already trusted Lodz.

For more information visit www.invest.lodz.pl or connect with us on Linked In www.linkedin.com/company/invest-in-lodz

At NGA Human Resources our mission is to make HR work better. We help organizations worldwide pioneer digital HR, master payroll, ensure compliance, unlock workforce data, and deliver best-in-class HR operations. As a result, HR leaders can create better employee experiences, save money, and transform their organizations. We enable our clients to become better employers by designing, deploying, maintaining and operating HR as a service. Our HR business process services cover workforce management, time and attendance, local and global payroll, talent administration, and people analytics.

NGA Human Resources has been a leading provider of HR solutions for over 40 years. We are recognized as a driver of innovation in HR by leading market observers. Our 8,000 staff in 35 countries administer and reward 8 million employees in over 100 countries.

We have strategic alliances with HCM technology leaders including SAP, SuccessFactors, Workday and Oracle.

For more information visit www.ngahr.com

Northern Ireland attracts global companies because of its blend of highly competitive operating costs and availability of skilled people with a strong work ethic.

The Business and Professional Services sector is well established in Northern Ireland, employing over 13,000 people in shared services, customer and global services centres. The region offers capability and expertise in areas including customer service; technical support; human resources; law; finance and accounting; marketing; design; business intelligence and data analytics.

Offering a largely untapped pool of highly educated people who have a professional attitude and strong work ethic – the region has attracted a growing number of international investors including Deloitte, Citi, Allstate, Baker & McKenzie, PWC and Caterpillar.

As the regional business development agency, Invest Northern Ireland’s role is to grow the local economy by helping new and existing businesses to compete internationally and by attracting new investment to Northern Ireland.

For more information visit www.investni.com

2000+ enterprise organizations worldwide use Papyrus applications to optimize: # Omni Channel Customer communications, # Customer experience # Customer Care, # Digital Transformation, # Mobile Office, # Online Channel & Customer Engagement Portal, # Account-/contract-/policy-management, # BPM, # Adaptive case management(ACM), # Purchase-to-pay, # Digital Marketing, # Targeted messaging, # Automated Document Factory(ADF) or # Inbound mail processing.

Cross industry references: Citibank, Deutsche Bank, HFC Bank, UBS, Credit Suisse, BNP Paribas, CapitalOne, Lloyds TSB, Sun Life, Zürich, AG Insurance, Tryg, Mobiliar, AXA, Hallesche, Sanitas, Wellpoint, SwissCom, T-Mobile, Orange, Singapore Telecom, Belgacom, Verizon, AT&T, … and many more in Public/Government, Manufacturing/Retail, Utilities/Energy.

For more information visit www.isis-papyrus.com

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Qlearsite is a web-based application designed to enable HR teams make data-driven decisions. Our aim is to improve business performance through better motivated and engaged people. As the pioneers of organisational science, we can help organisations know their workforce better than before. We are fascinated with understanding employee behaviour and collect data about the working lives of people to find common themes in order to establish causality. Our tools ultimately provide actionable insight to help HR professionals answer their people problems.

For more information visit www.qlearsite.com, follow us on www.linkedin.com/company/4790091 or get in contact at hello@qlearsite.com

ServiceNow makes work better across the enterprise. Getting simple stuff done at work can be easy, and getting complex multi-step tasks completed can be painless. Our applications automate, predict, digitize and optimize business processes and tasks, from IT to Customer Service to Security Operations and to Human Resources, creating a better experience for your employees, users and customers while transforming your enterprise.

For more information visit www.servicenow.com

Tradeshift is a flexible business commerce platform where companies can buy, sell, and tailor B2B solutions to meet their needs. We enable customers to digitize multiple supply chain processes, information and collaboration. Our solutions include procure-to-pay, supplier engagement and financial solutions. Our extensible cloud platform allows you to tailor solutions to meet your company‘s needs. Tradeshift connects 1.5 million companies across 190 countries and will see $500 billion dollars in annual transacted value across the platform by the end of 2017.

For more information visit www.tradeshift.com

The financial datamonetizers

Through the use of proprietary and innovative data mining software tools and accompanying services, Transparent Solutions creates value out of its client’s raw data by discovering and recovering vendor overpayments, duplicate payments, tax credits, open credits and unclaimed property. We deploy continuously evolving technology, best-in-class service and international experts to optimize its clients' efficiency, processes and financial strength.

By continuously empowering its clients to achieve their maximum potential, Transparent Solutions has established its reputation as one of the fastest growing global data mining and recovery audit service provider in the industry. Our achievements have been recognized by Deloitte twice, in the Technology Fast500™ EMEA (2013) and Technology Fast50™ (2011). Headquartered in the Netherlands, Transparent Solutions has offices in several key European capitals, South Africa and India, with Pinpoint powered by Transparent Solutions as entity in the USA.

For more information visit www.transparent.eu or www.transparentusa.com.

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Trintech, Inc. pioneered the development of Financial Corporate Performance Management (FCPM) software to optimise the Record to Report process. From high volume transaction matching and streamlining daily operational reconciliations, to automating and managing balance sheet reconciliations, journal entries, bank fee analysis, reporting, governance, risk and compliance – Trintech’s portfolio of financial solutions, including Cadency®, Trintech Disclosure Management®, ReconNET™ and T-Recs®, help manage all aspects of the financial close process. Over 1,700 clients worldwide – including the majority of the Fortune 100 – rely on our cloud-based software to increase efficiency, reduce costs, and improve governance and transparency across global financial organisations.

Headquartered in Dallas, Texas, Trintech has offices located in the United States, United Kingdom, Australia, France, Ireland, the Netherlands and the Nordics, as well as strategic partners in South Africa, Latin America and Asia Pacific.

For more information visit www.trintech.com or connect with us on LinkedIn, Facebook and Twitter

UiPath is a leading provider of Robotic Process Automation technology enabling global enterprises to design, deploy and manage a full-fledged robotic workforce that mimics employees in administering rules-based tasks and frees them from the daily routine of rote work. The UiPath RPA computing platform is dedicated to automate business processes. It provides process modelling, change management, deployment management, access control, remote execution and scheduling, execution monitoring, auditing and analytics in full compliance with enterprise security and governance best practices.

For more information visit www.uipath.com.

WNS (Holdings) Limited (NYSE: WNS) is a leading global Business Process Management (BPM) company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Travel & Leisure, Insurance, Banking & Financial Services, Manufacturing, Retail & Consumer Packaged Goods, Telecommunications, Media & Entertainment, Shipping & Logistics, Healthcare and Utilities.

WNS delivers an entire spectrum of business process management services such as finance & accounting, customer care, technology solutions, research & analytics, procurement, human resource outsourcing and industry-specific back-office and front-office processes. WNS is a pioneer in adopting an industry-specific approach to business process management solutions.

WNS has delivery centres world-wide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Turkey, Sri Lanka, UK and US.

For more information visit www.wns.com

WorkFusion Intelligent Automation empowers enterprise operations to digitize. WorkFusion delivers the quick wins of robotic process automation (RPA) and the longer term transformation and ROI of AI-powered cognitive automation through products purpose-built for enterprise operations. The leading global banks, insurance, healthcare companies, and BPO firms use WorkFusion Intelligent Automation to become leaner, more productive and agile.

For more information visit www.workfusion.com

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Conference website For further information and to register, visit www.deloitte.co.uk/sharedservicesconference

Conference dates Tuesday 21 – Wednesday 22 November 2017

Language English

General information

The two-day conference and evening event, (including food and refreshments) are free of charge to invited delegates.

Other costs such as travel, accommodation and general expenses are not included.

Registration To register for the conference, visit www.deloitte.co.uk/sharedservicesconference and complete the online registration form.

Confirmation of your place will be sent within 3-5 working days, provided you meet our delegate criteria. We recommend that you refrain from booking your travel and accommodation until you have received the final confirmation from us.

Please note: we reserve the right to refuse applications from companies who would be considered ‘vendors’ in this space. Registration will close when the event is fully booked. To avoid disappointment, early booking is recommended.

Accommodation We have negotiated special conference rates with a number of hotels. Information about the hotels and special rates are available through the official registration website: www.deloitte.co.uk/sharedservicesconference

Delegates are responsible for all accommodation costs and will need to provide credit card information to secure their room. The cancellation policy for the hotels is available on the conference registration website.

Although great effort has been taken to negotiate the lowest room rates possible we cannot guarantee that these rates are the lowest available and it is always wise to check online rates. We also only have a limited number of rooms at each hotel, so book early to avoid disappointment.

Location & Transport

The venue of the conference – Austria Center Vienna (ACV) is located in the Kaisermuhlen area of Vienna

Vienna International airport is the closest airport to this year’s conference, around a 30 minute taxi ride from the conference venue. There is also a public transport system with 5 underground lines, 28 tram lines and 90 bus lines to help get you from the airport to the conference venue and hotels.

Parking is available at most of the conference hotels at an additional cost. Please check the hotel websites for further details.

Transportation to/from the conference venue and the Arcotel Donazentrum hotel will be provided at the start of each day and the close of day 1. The Melia Vienna and Arcotel Kaisserwasser are within walking distance of the conference venue.

Pre-conference site visits

The pre-conference site visits will be taking place on Monday 20 November 2017 in Bratislava. Transportation to/from the site visits will be provided. Delegates are not permitted to make their own travel arrangements.

Currency The local currency is the Euro.

Attire Casual business attire is recommended at the conference and evening event.

Weather The average minimum temperature in Vienna in November is 2⁰C and the average maximum temperature is 7⁰C.

Time zone Central (Central European Time): GMT/UTC + 01:00 hour. Vienna is in the CET (Central European Time zone) 1 hour ahead of London and Dublin.

Electricity In Vienna sockets are designed according to the European standards (two-pin sockets) and they are supplied with 220 / 380 volts. Appliances requiring American-type plugs must be used with adapter plugs.

Logistics

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