Outsourcing & Shared Services 2019-2023 - Global, Middle East And UAE Industry Outlook

Monitor Deloitte and Dubai Outsource City closely collaborated to publish the Outsourcing and Shared Services 2019- 2023 whitepaper which will be officially launched during this session. The report assesses the current state of the OSS industry from a global, regional and local UAE perspective, and study the latest challenges, trends and opportunities associated with the transformational technologies adopted by the industry. This session will highlight the key findings of the report and offer a way forward for buyers, vendors and operators to capitalize on the opportunities that are present across the region.

Achieving Business Excellence Using A Global Business Service Model

Deutsche Telekom Services Europe successfully migrated 75% of the organisation onto a global business service model, servicing over 140,000 employees. Understand how the new service model improved process efficiency, transformed customer service, upgraded talent management practice and implemented an automation programme that delivered great savings. What elements of their business model can be successfully translated into other markets? How can other companies adopt and advance with an innovative business model? This and much more will be discussed in this international case study.

Speaker:

Claus Peter Schründer, Senior Vice President of HR Special Services, Deutsche Telekom Services Europe

LEVERAGING DATA: A Guide to Capturing, Storing, Analysing, Securing Data and Staying Compliant

This panel discusses the complete lifecycle of data, sharing insights and tools with OSS players who handle large amount of customers and confidential data on how to better:

• Build data analytics capability to optimize customer experience and add business value
• Understand when to use cloud computing, hybrid or on-premise solutions
• Secure data and limit cyber threats
• Address data privacy and GDPR compliance

Speakers:

Elizabeth De Freitas, Regional Director, Darktrace

Dino Wilkinson, Partner, Clyde & Co

Jeroen Schlosser, Managing Director Middle East, Equinix

Moderator:

Baghdad Gherras, Adjunct Professor - MSc Data Analytics, Rochester Institute of Technology, Dubai

The Workforce Of Tomorrow

This session discusses how the Middle East’s organizations can adapt their talent management strategies in the ever-evolving automation climate, overcome talent shortages, skills gap and a lack of long-term staff commitment.

Key themes to be discussed:

• What are the implications of adopting new technologies on talent management strategies?
• Which methods to use to upskill and reskill workforce?
• How to keep Millennials engaged?
• What is gamification and how it can improve employee performance?
• Is in-house hiring better than outsourcing?
• What flexible employment solutions can be considered?

Speakers:

Edwin Hage, Senior Director HR Shared Services, Jumeirah Group

Safiyah Alli, Regional Operations Director, Manpower Group Middle East

Mirhan Mandour, Managing Director, SalesARM

Moderator:

Ashley Boots, Head of HR Operations and Transformation & Senior Vice President, Noor Bank

Assessing the “Real” RPA Capabilities

It has been a few years since RPA gained traction across MENA and while most enterprises are still at the early stage of its implementation, many have moved from proof of concept to centres of excellence. This session discusses how Mashreq Bank have successfully implemented RPA to radically transform their operations, increase productivity and improve customer experience.

Key themes to be discussed:

• How to maximise the capability and adaptability of RPA?
• What to expect from RPA and how to choose the best fit vendor?
• How to handle change management during RPA implementation?

Speaker:

Aditya Agarwal, Vice President Lean Transformation & Strategy, Mashreq Bank

Shared Services and Outsourcing Innovation in the Region: Multi-Stakeholders Dimension

An interactive discussion on how the region’s leading public and private companies are innovating shared services and outsourcing for end-to-end support and effective service delivery.

Key themes to be discussed:

• Is innovation in the OSS industry all about technology?
• Which innovation models to adopt by the shared services centers & outsourcing service providers?
• Can Private Public Partnerships or collaboration with startups facilitate business leadership and innovation?
• What are the success factors that OSS players should adopt to boost innovation?
• How to manage internal changes when deciding on adopting innovative solutions?

Speaker:

Dr. Ayoub Kazim, Managing Director, AXS

Georgy Ovanesyan, Deputy General Manager, NNTC

Moderator: Gavin Maxwell, Managing Director MENA, EY

Putting AI Into Practice

The discussion goes beyond artificial intelligence, into ‘insightful intelligence’ that enables business leaders to have a clearer understanding of the information at hand and take better, well-informed decisions. AI now plays a major role in offering this insight-driven intelligence, by leveraging analytical science and advanced algorithms to sort, analyse, understand and apply the data for global decision makers. How to maximise on the power of AI?

Key topics:

• Do all businesses really need AI?
• What are the different AI/cognitive automation capabilities?
• Where to implement AI?
• How to prepare an organisation for AI?
• How to put AI into practice?
• Assessing its impact on staff and how to prepare employees to work with AI?

Lab lead:

Baghdad Gherras, Adjunct Professor - MSc Data Analytics, Rochester Institute of Technology,Dubai