July 23 - 24, 2018
DoubleTree by Hilton Toronto Downtown

WORKSHOP B & MAIN CONFERENCE DAY TWO, Tuesday, July 24, 2018

7:00 am - 7:30 am Registration for Workshop B

7:30 am - 9:00 am WORKSHOP B: A ROADMAP TO DEVELOP A ROBOTIC PROCESS AUTOMATION (RPA) PROGRAM

Bosede Hodo - Shared Services Director NOAM Applus+ RTD
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Bosede Hodo

Shared Services Director NOAM
Applus+ RTD

8:30 am - 9:00 am Breakfast & Morning Mingle

9:00 am - 9:15 am Chairperson’s Welcome & Recap

9:15 am - 10:00 am DRIVING SHARED SERVICES TRANSFORMATION USING ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING

Neeraj Grotra - Senior Director, Global Shared Services D+H
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Neeraj Grotra

Senior Director, Global Shared Services
D+H

10:00 am - 10:45 am KEY COMPONENTS OF BUSINESS CASE BEYOND LABOR SAVINGS AND CONTINUED SUCCESS FOR YOUR SHARED SERVICES

Charanjit Singh - Director, Shared Services CRH Canada
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Charanjit Singh

Director, Shared Services
CRH Canada

10:45 am - 11:15 am Morning Coffee Break

11:15 am - 12:00 pm CALL CENTRE DATA PROVIDES GOLDEN BUSINESS INSIGHTS – A SHARED SERVICES MUST!

Shiva Badiee - Director, Employee Records & Benefits Provincial Health Services Authority
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Shiva Badiee

Director, Employee Records & Benefits
Provincial Health Services Authority

12:00 pm - 12:45 pm IT’S ALL ABOUT THE PARTNERSHIP: HOW TO BUILD AN EFFECTIVE LONG-TERM RELATIONSHIP WITH YOUR OUTSOURCING PROVIDER

Kirk Larson - Vice President HR Wolseley Canada Inc.
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Kirk Larson

Vice President HR
Wolseley Canada Inc.

12:45 pm - 1:45 pm Networking Lunch

1:45 pm - 2:30 pm FROM IDEA TO IMPLEMENTATION TO OPTIMIZATION—THE IMPORTANT ROLE GOVERNANCE PLAYS IN YOUR SS SUCCCESS

Nadia Vattovaz - Vice President Finance Holt Renfrew
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Nadia Vattovaz

Vice President Finance
Holt Renfrew

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Greg Allworth

Director of Sales, Canada
Chrome River

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Shelley Coughlin

Solutions Consultant
Chrome River

3:15 pm - 3:30 pm Afternoon Refreshment Break

3:30 pm - 4:15 pm METRICS MATTER: EXAMINE THE RIGHT KPIS TO BENCHMARK AND IMPROVE YOUR SHARED SERVICES

4:15 pm - 4:45 pm Town Hall Meeting: “How Do I…?”

Let’s face it, the greatest take-away you can take back to your shared services program is sound advice that specifically addresses your
past, current and future challenges.
This session will consist of open-forum Q&As, with speakers answering questions you have submitted earlier in the day, such as:
·· ·· What is the best process you have implemented in your Call Center?
·· What timeframe should we expect to plan for a successful shared services implementation and how should success be evaluated?
·· What should your governance model include
·· How have you kept from losing a personal touch when separating services to a shared services center?
Led by Focus Day Speakers

4:45 pm - 4:45 pm Close of Conference---See You Next Year!