POST SHOW

REPORT
INDIA, 16-19 APRIL 2024
THANK YOU FOR
BEING WITH US AT
SHARED SERVICES &
GCC WEEK INDIA 2024
What a fantastic experience as we embarked on the second
edition of the SSON organised week in Bangalore, India! A
sincere thank you to all of our Advisory Board Members,
industry participants, speakers and sponsors who
participated and contributed to this event. There is nothing
like having the community together in-person.

We are extremely grateful to hold the SSOW India Week at

the JW Marriott Hotel in Bangalore, India with more than 175
attendees joining in from across the country and the region.

The Shared Services & GCC Week India 2024 concluded

on a successful note. With over 50 thought leaders sharing
their perspectives and insights across the 4-day event,
we trust you came away with inspirational use cases and
key takeaways to position your GCCs and GBS centres as
technology innovation hubs and business transformation
engines.

In a recent analysis of countries’ value-add by SSON Research

& Analytics, India ranked first in four key categories: cost
effectiveness, workforce availability, skills availability, and
productivity. Nowhere else in the world do these four
factors intersect as they do in India. That is why global
multinationals continue to build on this powerhouse
in Asia. Held from 16 – 19 April 2024, the country’s
top GCC leaders and technology experts gathered to
discuss how to drive industry growth and enable Read on to discover
India on its path as a key delivery hub to support the key highlights
global operations. of the show this year!
Thank you for joining us!

Shared Services & GCC Week India 2024 | Post Show Report 2
SEEN & HEARD

SSON Conference adds lot of value Had a wonderful time connecting with
with Speakers sharing insights during various industry leaders in the SSON
Sole, Panel Discussions & Round Table GCC Week. It was a brilliant platform for
discussions. It also motivates to test engaging with other GCC’s and taking
your knowledge & processes against the inspirational learning and a wonderful
best in GBS Industry. Definitely on my opportunity to understand the latest
Annual conference list! trends in the market. Kudos to SSON for
organizing such a wonderful event.

DEEPAK MOTWANI SAURABH ARORA

Head SSC, ASSUDAMAL GROUP (HK) Global Head of OTC and Pune Center Head,
AP Moller Maersk

The most reliable source of information for global business Services.

SANDEEP PODDAR
Global Head of Record to Report & Site Lead, Philip Morris International

Shared Services & GCC Week India 2024 | Post Show Report 3
KEY THEMES

AI-ENABLED AUTOMATION IN SHARED SERVICES

In the bustling landscape of India’s Global Capability Centers (GCCs) and Global Business
Services (GBSs), the wave of Generative AI has sparked a transformative wave. These centres,
nestled within India’s rich talent pool, are harnessing the power of generative artificial
intelligence to revolutionize shared services. We heard our speakers share more on how they
are leveraging the latest hyped technology within specific functions of their centre, be it in
sustainability, procurement or accounts payable.

SUMIT MITRA SAURABH SHARMA ASHISH KUMAR JHA MANU MITTAL

Chief Executive Senior Vice President, Vice President - Vice President,
Officer, Tesco Growth and Demand Head of Business Head – Transition
Business Solutions, Generation, ProHance Automation, First & Strategic Program
Tesco American Management, Straive

SANKAR NARAYAN S APARNA RAO GEETA GADEKAR MAHESH BALAJI

Head of Global Country Head & MD and CEO, Publicis Head of Innovation -
Business Services Board Member - CBS Resources India GBS, adidas
- India, Smith and India, Cargill
Nephew

MANOJ KALRA NAVEEN MOHAN AMIT CHOUDHURY SUDESH JAIN

SVP, Group Head of GBS Head - Asia- VP - Supplier Vice President &
GBS, dsm-firmenich Pacific, Siemens Operations, Head - Group Finance
Technology and Unilever Shared Services,
Services Pvt. Ltd. Adani Group

NEXUS FOR EXPERIMENTATION AND IMPROVEMENT

India’s GCCs and GBSs serve as the nexus for experimentation and improvement, leveraging
advanced analytics, process standardisation, RPA and AI-enabled automation. Through
technology and a culture of continuous improvement, it enables them to stay ahead of the
curve, driving innovation and delivering enhanced services to meet evolving demands in a
dynamic global environment.

NITIN JAIN ANEELKUMAR RAHUL RAI VINOD ELANGOVAN

Chief Executive SAVALAGI Managing Director Director, Digital
Officer & Executive Head – IT GBS, T.E.N Global Solutions, AB InBev
Director, Welspun Infrastructure & Business Services India GCC
Transformation Operations, GCC, Giant
Services Limited Eagle Bengaluru
ANKUR GARG NAVIN BHATIA YOGESH SEHGAL ANAND PATKAR
Global Head (CI, Head of Global Global Head of Head of Shared
Digital Transformation Shared Services, Finance Operations, Service Center,
& Strategy), Infinera India Pvt. Ltd M&G Plc Clariant India Pvt. Ltd.
Halliburton

SANDEEP PODDAR DEEPAK MOTWANI

Global Head of Head of Shared
Record to Report & Services & Group
Site Lead, Philip Financial Controller,
Morris International Assudamal & Sons
(HK)

Shared Services & GCC Week India 2024 | Post Show Report 4
KEY THEMES

EXPANDING CENTRE SCOPE TO

THE NEXT LEVEL
Gain insights on how India’s GCCs are advancing to the
next level by expanding their centre scope, with a focus on
incorporating new functions horizontally, analyzing
operations for growth opportunities, and reworking talent
acquisition processes. There is an emphasis on service
delivery excellence, value creation, and business partnering,
as they aim to become the preferred partners for business growth
and innovation.

NAVANEETHA ABHISHEK JAIN

KRISHNAN General Manager
Head of GBS – India, (GM) - India Centre of
Bunge India Ltd Excellence (CoE),
Atlas Copco

DUAL ENGINE OF DRIVING GROWTH: INNOVATION & SCALE

Hear from leading GCCs and GBSs on they have built a high-value innovation hub to power
innovation, digitalisation and growth across the region and beyond – despite the impact of
macroeconomics and geopolitics that are impacting key decisions. How can GCCs and GBSs
successfully build an innovation ecosystem through collaborative approaches to drive value
creation?

BINU JOHN HEMA NEVETIA SANDEEP KULKARNI JISON JOHN

Executive Director- CFO, Allstate India SVP & Head, Chief Delivery Officer for
Manufacturing Worley Enterprise Allianz Services India,
Division Shared Services Mauritius and Morocco
Services, MSD and MD & CEO, Allianz
Services India
CHIRAG BUCH ANISH MUKKER AKHILESH KOHLI RENI VARGHESE
Global Service Chief Executive Philips GBS APAC Vice President – APAC
Delivery Leader, Officer, Operations Leader, Process Excellence,
Mercer India Teleperformance Philips Northern Trust
Corporation

KAPIL KHANEJA
Director of GBS
India & Chair, India
Management Group,
BT Global Business
Services

Shared Services & GCC Week India 2024 | Post Show Report 5
KEY THEMES

IT’S ALL ABOUT THE TALENT

We heard from the leading HR practitioners and leaders from India on how they are building
the GCC and GBS leaders of the future as well as how they are cultivating the next generation
of women leaders in India’s shared services. These sessions highlighted the importance of
creating a positive employee experience and its positive impact on driving business growth.

APEKSHA GUPTE POOJA JOIS HEMALATHA PALLAVI MADAP

Director Strategic Head of Strategy & SHANKAR Director – Finance
HR Business Partner Programmes, Tesco TGRC Lead and Vendor Shared Services,
- GBS, Smith and Business Solutions Governance Lead dsm-firmenich
Nephew - Cargill Business
Solutions, Cargill
KEITH LAZARO SHALINI NATARAJ SHEEBA JOSHUA
Senior Director, Global Global Head, HR Senior Director –
Colleague Services Transformation & Global Business
Transformation, Otis Delivery, A.P. Moller – Services, AstraZeneca
Elevator Co. Maersk India

DESIGNING & SUSTAINING YOUR ORGANISATION’S INTELLIGENT

AUTOMATION ECOSYSTEM
With a growing need to ensure your organisation’s automation programme is successful, we
deep dived into identifying which solutions and KPI’s should be implemented to prioritise
automation candidates, measure and manage the success of deployed automations. These
sessions explore both the technical and business aspect of having a successful intelligent
automation ecosystem.

ANEELKUMAR VENKAT KUMAR NEETESH RASTOGI

SAVALAGI SIDDINENI Director- Tech
Head – IT Head - Kone Compliance,
Infrastructure & Business Services AB InBev India GCC
Operations, GCC, Giant (APM & ENA), Kone
Eagle Bengaluru Elevator India Pvt. Ltd.

Shared Services & GCC Week India 2024 | Post Show Report 6
EXCITING ACTIVITIES
The Shared Services & GCC Week India 2024 would not be complete without our iconic Speed
Networking Session, and not to forget an exciting Site Tour to two of Bangalore’s leading
centers! We also introduced Interactive Discussion Groups during the week to facilitate an in-
depth discussion on the diverse topics within Finance and HR.

The SSON team brought back our iconic Speed A limited group of participants were invited to
Networking Session to India! With this Speed join a private lunch at the SSOW India Week
Networking Session, attendees were able to 2024. Hosted by Thomson Reuters, GCC &
network with other industry peers and take the GBS leaders delved deep into building strong
connection to the next level, beyond the event. strategies around global statutory reporting
transformation – all the while enjoying a
scrumptious 3-course meal!

The conference was buzzing with peer- A select group of attendees enjoyed an
driven conversations during the Interactive informative site tour to the Cargill Business
Discussion Groups. Five roundtables took Services centre in Bangalore where they
place concurrently and discussions ranged learned more from Cargill’s leadership team on
from finance automation, talent attraction how the organisation has evolved over the last
and retention, ESG reporting, successful eight years.
transformation project management and data
analytics.

Once again, a handful of attendees visited the

Diageo Global Business Operations centre
in the city to hear from their leadership team
on how they became more agile and flexible
to respond to fast changing consumer trends
and overcome global supply chain risks – and
emerged stronger from the global pandemic.

Shared Services & GCC Week India 2024 | Post Show Report 7
BENCHMARKING RESULTS
As part of our benchmarking efforts conducted by the SSON Network, we want to understand
a bit more about our community and our peers. Here are the benchmarking results conducted
during the Shared Services & GCC Week India 2024.

What best reflects future plans regarding Which “trend” do you see as the most
your global footprint? important to improve GCC/GBS value add?

Promoting data
analytics for
predictive and
prescriptive
25% insights
15%
Expand into
more centers
47%
Developing
48% impactful
Centralize into
fewer centers 38% capabilities in a
Center of
Integrating new
technologies like Excellence
27% generative AI
No change

What do you believe is most significant in How confident are you regarding the
driving improved agility? effectiveness of your GCC/GBS’ current AI
skills/capabilities?
A broad global
footprint to offset
shifts in demand

5% 5%
A virtual but Not at all
accessible 12% 12%
workforce
We are really
confident
55% 46%
Optimizing To some
28% technology use extent
Digital
workflows 31%
It is at an
acceptable
level

What’s your vision for redefining GCC/GBS in the next 10 years?

7%
38% 32% 22% 2%
Embracing advanced Focusing on Investing in talent Prioritizing Strengthening
technology for customer-centricity development sustainability and collaboration and
enhanced efficiency to drive value and diversity for social responsibility social responsibility
and agility creation innovation initiatives initiatives

Shared Services & GCC Week India 2024 | Post Show Report 8
BENCHMARKING RESULTS
As part of our benchmarking efforts conducted by the SSON Network, we want to understand
a bit more about our community and our peers. Here are the benchmarking results conducted
during the Shared Services & GCC Week India 2024.

Which aspect of Performance Management is most crucial for driving the next wave of
GCC/GBS Transformation?

12%
5%
33% 28% 22%
Aligning Key Integrating emerging Leveraging Enhancing Implementing
Performance technologies for advanced analytics employee continuous feedback
Indicators (KPIs) with process optimization for predictive engagement and and coaching
strategic objectives and efficiency performance insights empowerment mechanisms

Which of these has the biggest impact on your ability to deliver sustainable business
services?

28%
25%
18%
15%
13%

Access to master Bigger budgets to Political and Increasingly The workforce

data and enterprise invest in economic uncertainty/ stringent ESG or demanding remote
analytics/a business technology unrest around the other compliance work options (at least
intelligence hub world requirements part time)

Should GCC/GBS reassess its model considering Generative AI inroads?

5%
2%
37% 33% 23%
Yes, GAI will reshape GBS should cautiously Maybe, but only Unsure, more No, Generative AI
GBS strategy and integrate Generative after GAI proves its information is needed adoption might not
delivery for enhanced AI, before widespread reliability / suitability to understand the offer significant
innovation/flexibility implementation for enterprise-grade potential impact impacts
solutions

Shared Services & GCC Week India 2024 | Post Show Report 9
BENCHMARKING RESULTS
As part of our benchmarking efforts conducted by the SSON Network, we want to understand
a bit more about our community and our peers. Here are the benchmarking results conducted
during the Shared Services & GCC Week India 2024.

What is the most critical factor for successful GCC/GBS performance in a digital-first
environment?

27%
22%
20% 20%
12%

Strategic Alignment: Customer-Centric Talent Development: Technology Adoption: Agile Processes:

Ensuring GBS goals Approach: Focusing Nurturing skills for Leveraging cutting- Adapting swiftly to
align with overall on user needs and digital leadership and edge tools for changing digital
digital strategy experiences innovation efficiency landscapes

To what extent is
25-50% of our
GenAI used within your 5% activities/services
GCC/GBS operations? 50-75% of our
activities/services 10%

85%
<25% of our
activities/services

What type of use cases are you prioritizing with GenAI?

3% 3%
47% 25% 13% 8%
Analytics/Insights Improved Nothing yet Unstructured data Text Augmented
generation Customer classification summarization knowledge
Experience management

Shared Services & GCC Week India 2024 | Post Show Report 10
ATTENDING COMPANIES

Shared Services & GCC Week India 2024 | Post Show Report 11
THANK YOU
TO OUR SPONSORS
& PARTNERS

SPONSORS

MEDIA PARTNERS

Shared Services & GCC Week India 2024 | Post Show Report 12
AN EVENT FOR THE COMMUNITY
BY THE COMMUNITY
The Shared Services & GCC Week India is where top strategic Shared Services, GCC and GBS
leaders meet and discuss key challenges and gain actionable insights. Through in-depth indus-
try research, our global network, and our very own advisory board members, the team at SSON
continues to put forth stimulating topics of discussion focusing on the hottest topics and
most pressing challenges in the industry.

MARK YOUR CALENDARS!

10 - 13 JUNE 2024
12th Malaysian
(11-12 JUNE 2024 MAIN CONFERENCE)

View Event Agenda | View Sponsorship Guide

6 - 9 AUGUST 2024
14th
(7-8 AUGUST 2024 MAIN CONFERENCE)

View Event Agenda | View Sponsorship Guide

15-18 OCTOBER 2024

27th Asian
(16-17 OCTOBER 2024 MAIN CONFERENCE)

View Event Agenda | View Sponsorship Guide

22-25 APRIL 2025

(23-24 APRIL 2025 MAIN CONFERENCE)

View Event Agenda | View Sponsorship Guide

Shared Services & GCC Week India 2024 | Post Show Report 13