Next Generation Shared Services Roadshow in Warsaw
On May, 10 BSC leaders met in Warsaw at the Next Generation Shared Services Roadshow to discover the future of the business services sector in the region. At the third stop of our conference series, we discussed the most important trends, solutions and best practices in the areas of process and automation, HR, finances, location and housing in the industry.
The future of the sector
The future of process and automation turned out to be one of the hottest topics of the conference. Arjen Sader from Dentons highlighted the main areas of change that will greatly influence the business services sector in the upcoming years: “a large number of new innovations are ready to change our SSC landscape as we know it". Arjen Sader stressed that “robotics and automation alone are not the keys to success; process improvement should be looked at end-to-end".
Myths, real challenges and best practices in the areas of RPA, AI, big data and blockchain were discussed by the panelists: Marcin Tchorzewski from Marsh & McLennan, Matthieu Fersing from Atos and Aleksander El Mahdi from BNP Paribas Security Services.
The future is all about data: Victor Tiller from TransparenT highlighted the various benefits that the business services centres can achieve by cleansing, enrichment and analysis of data. Steve Britton from Cloud Trade presented a great alternative to OCR that enables clients to send electronic invoices and other business documents straight into a processing application.
Future of Finance
Karolina Tarnawska gave the audience an insight into what banks and shared services can learn from each other. According to the Head of Transaction Services Sales at ING Bank, adopting to digitization requires organizational transformation: the mindset of innovation and skill has to be embedded into the whole organization and led by the CEO.
HR & Employer Branding
The HR-focused panel began with a presentation on building a positive customer experience at Schneider Electric’s shared services centre. Anna Rakowska told the audience about creating a positive experience during each stage of the employee life cycle at the company and presented custom-made HR tools.
Peter Balazsik from SSC Heroes introduced us to the idea of the recruitment revolution: “Recruitment is not HR anymore, it is IT & Branding/Marketing spiced with HR” and presented end-to-end recruitment solutions that make pre-selection of the candidates faster and easier.
He was then joined by Jan Gorczyński from Stanley Black & Decker to discuss and debate recruitment trends, innovative best practices and employer branding findings. Jan Gorczyński presented two of the latest employer branding videos made by SB&D and started a discussion on the effectiveness of different approaches toward potential candidates.
Location & housing
Anna Bartoszewicz-Wnuk from JLL has given us insights of how the ideal office in the SSC sector should look like. She highlighted which amenities should the office have and what employees actually value in the office space. Gábor Paukovics from Kinnarps shared his thoughts on fundamentals needed to create a good workspace: the most important in every case is for tenants, for the actual employees to take part in the process of designing their office. The key is also to have elements of your office based on real demand. Gábor Paukovics also highlighted the steps within the famous Next Office Concept that might be of high interest to leaders in the shared service & outsourcing industry.
The business services sector in Warsaw
Viewers had a chance to get some updates on the investment climate in Poland and Warsaw from dr Krzysztof Senger from PAIH. Dr Senger answered some key questions by Thom Barnhardt, Biznespolska and highlighted to the audience the reasons investors are considering Poland an attractive location for business services centres. Grzegorz Jedynak from FOSS introduced his company to the guests and shared his thoughts on the development of the business services sector in the country: “Observing this area of the industry in Poland I see a very positive trend. It’s not only about providing simple tasks that nobody wants to do, but we can provide something more than low prices and language skills”.