AGENDA

Second day – 11th April 2024

Cultural fit and ability to drive change at a pace the enterprise can embrace are critical.
Balance hard skills with cultural understanding, stakeholder management,
knowing when to lead from behind and when to aggressively push change.


8:30 – 9:00

Registration & morning active networking

Chairman of the plenary session:
Krzysztof Herdzik, GBS/SSC/BPO Independent Consultancy HERDZIK.PRO


9:00

Opening by The Chairman

9:10

END TO END STAKEHOLDERS’ MANAGEMENT: how to identify key stakeholders for GBS initiatives and prioritize their needs and interests
  • Identifying key GBS stakeholders
  • Defining specific needs of specific groups of stakeholders
  • Typical challenges in building an efficient cooperation between GBS and its stakeholders
  • Tools and methodologies which help to manage stakeholder’s expectations 

Sylwia Opala,

Manager | Shared Services and Outsourcing Consulting, KPMG


9:30

COMMUNICATION STRATEGIES: developing tailored communication plans for different stakeholder groups, using marketing segmentation and targeting strategies
  • “What’s in it for me”: what product/benefit are we implementing?
  • Who is the customer? 
  • Is our customer interested in how the sausage is made?
  • Do we really need “training KPIs”
  • Real life examples: best in class

Paulina Handke,

Head of Finance Operations GBS,

IMPERIAL BRANDS PLC


9:50

CHANGE MANAGEMENT IN STAKEHOLDER RELATIONS: from enemies to business allies – how tailor-made approach supports change management
  • First attempts and initial failures – our story
  • What if standard approach doesn’t work?
  • The role of collaboration and communication at all levels (benefits and challenges)
  • Should we be friends in business?

Joanna Hrynenko-Dudek,

Director, Head of CoE Procurement,

DANISH CROWN GLOBAL BUSINESS SERVICES


10:10

Coffee break & networking

10:30

MEASURING STAKEHOLDER SATISFACTION: using marketing metrics and KPIs to gauge stakeholder satisfaction and adjust strategies as needed
  • Stakeholder satisfaction: one metric to rule them all?
  • How to effectively measure stakeholder satisfaction
  • The limits of boiling satisfaction down to numbers
  • The importance of governance in leveraging feedback to steer strategy

Arnaud Diaz,

GBS EMEA Regional Lead,

ZIMMER BIOMET


10:50

ENGAGEMENT AND FEEDBACK MECHANISMS: utilizing marketing tools to create engagement plans, such as surveys and focus groups, to collect stakeholder feedback and adjust services accordingly
  • Shall we listen to our stakeholders or not?
  • Why can design thinking approach support us in stakeholders’ engagement?
  • Surveys: art or science?
  • Can Artificial Intelligence manage our stakeholders?

Damian Druzga,

Director, EMEA BSO Business Analytics Lead,

CBRE


11:10

Panel discussion: TRANSLATING GBS STRATEGY INTO REALITY: A LEADERSHIP DISCUSSION
  • Strategic Alignment: how do GBS leaders align their plans with company goals and market trends?
  • Understanding Stakeholders: what should GBS do to better understand and meet stakeholders’ needs?
  • Success Metrics: which are the key indicators to measure the effectiveness of a GBS strategy?
  • Future-Proofing GBS: how can GBS leaders adapt to new trends and technologies to stay effective and innovative?
  • Innovation Role: what’s the role of innovation in GBS, and how do leaders create a culture ready for change?

Moderator:

Krzysztof Herdzik,

GBS/SSC/BPO Independent Consultancy,

HERDZIK.PRO

Panelists:

Marek Smarkusz,

Head of Delivery Excellence,

L’ORÉAL BUSINESS EXPERTISE SERVICES & TECHNOLOGY CENTER (BEST)

Arnaud Diaz,

GBS EMEA Regional Lead,

ZIMMER BIOMET

Mira Mech,

Director, Global Projects & Business Integration,

JTI (Japan Tobacco International)

Piotr Malinowski,

Head of Poland Finance and Data, Finance Data Control Lead,

NatWest Poland


11:55

Coffee break & networking
MASTERMIND SESSIONS

12:30 – 13:30

MASTERMIND SESSIONS 1ST ROUND

INTERNAL LEADERSHIP BRANDING: increasing your visibility, influence and impact as a leader


Natalia Mank,

Leadership & Executive Coach

MAXIMIZING GBS IMPACT: crafting value propositions that speak to Stakeholders


Krzysztof Herdzik, GBS/SSC/BPO
Independent Consultancy, HERDZIK.PRO

AI-ENHANCED MANAGEMENT: personalize, respond to challenges, resolve conflicts


Tomasz Chyrchel,

AI & Innovation Expert, CEO,

Generator Pomysłów

DLACZEGO NIE LUBIMY PONIEDZIAŁKÓW?


Joanna Karpeta,

Coach wypalenia zawodowego

MULTINATIONAL TEAMS: how to deal with colleagues across cultures, technologies and distances


Radosław Walentynowicz,

Co-Founder & Cross-cultural Trainer,

INTERPOINT CULTURAL TRAINING

RESKILLING – is it about: processes, people, tools, knowledge or maybe sth else?


Katarzyna Szczudlińska – Urban,

Head of Technology Talent Services,

NORDEA POLSKA


13:30

Coffee break & networking

13:45 – 14:45

MASTERMIND SESSIONS 2nd ROUND

PROCESS COMMUNICATION MODEL: poznaj unikatowy model komunikacji, który uratował misje NASA


Joanna Delbar,

Owner,

INSTYTUT JOANNY DELBAR

BUILDING AND SUSTAINING CONTINUOUS IMPROVEMENT CULTURE: making Continuous Improvement a key element of a company’s DNA


Paweł Bonar,

SSC/GBS/Finance/Board Member/Lean Expert/Coach&Mentor

INTERNAL BRAND BUILDING FOR GBS: define your brand and enhance GBS perception within the organization


Magdalena Lach, Senior Consultant | Shared Services and Outsourcing Consulting, KPMG


Dawid Ostręga,
Business Leader, Head Coach, Scout Master, Keynote Speaker

AI IMPACT AND HUMAN EVOLUTION: preparing for a Limitless Future


Mila Orlińska,

Co-founder, CEO,

iMIND INSTITUTE

AI AS A PERSONAL TEAM LEADER ASSISTANT: Elevating Your Team Leadership with Virtual Assistants of Tomorrow


Anetta Lasota,

Head of Service Process Management, THYSSENKRUPP


14:45

Lunch & networking

15:45

End of the BSACADEMY

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