23 - 24 July, 2018
Toronto, Canada

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

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 CASE STUDY: HARNESSING PROCESS AUTOMATION TO DRIVE BUSINESS EFFICIENCIES & IMPROVE CUSTOMER SATISFACTION

Vinh Lien CPA, CA, MBA, Finance Director,AMG
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Vinh Lien CPA, CA, MBA

Finance Director
AMG

10:00 am - 10:45 am BRINGING IT BACK TO THE EMPLOYEES: DEVELOP TALENT MANAGEMENT PROGRAMS THAT DRIVE PRODUCTIVITY AND ENGAGEMENT WITHIN YOUR ONSHORE & OFFSHORE SSO

7:15 am - 7:30 am Registration for Workshop B

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

11:15 am - 12:00 pm IT’S ALL ABOUT THE PARTNERSHIP: HOW TO BUILD AN EFFECTIVE LONG-TERM RELATIONSHIP WITH YOUR OUTSOURCING PROVIDER

Dhruv Devnani, Director of Business Processing Services/BPO Category Mgmt,Manulife Financial
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Dhruv Devnani

Director of Business Processing Services/BPO Category Mgmt
Manulife Financial

12:00 pm - 12:45 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

12:45 pm - 1:45 pm Networking Lunch

8:30 am - 9:00 am Breakfast & Registration for Main Summit

1:45 pm - 2:30 pm PANEL DISCUSSION: HOW TO EVALUATE WHICH INTELLIGENT AUTOMATION BUSINESS MODELS MIGHT BE BEST FOR YOUR ORGANIZATION

2:30 pm - 3:15 pm METRICS MATTER: EXAMINE THE RIGHT KPIS TO BENCHMARK AND IMPROVE YOUR SHARED SERVICES

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

3:15 pm - 4:00 pm SHARED SERVICES EVOLUTION: MOVING TO GLOBAL BUSINESS SERVICES TO SUPPORT GROWTH AND COMPETITIVENESS

4:00 pm - 4:00 pm Close of Conference---See You Next Year!