+65 6722 9388

Reaching the Next Frontier of Global Sourcing Outcomes - Business Agility, Innovation Incubator and Process Enablement

enquiry@iqpc.com.sg www.ssoindia.com

The conference met my expectations to a great extent. It certainly has been a great value-add and opened my mind to a lot of new ideas as well as ways of doing things differently. Very happy that I attended my first SSON conference.

Snehal Shah, Head,Aditya Birla Financial Shared Services

4-6DECEMBER 2012Double Tree by HiltonGurgaon India

200+ATTENDEES (70%+ Buy Side)

• 15%: CXOs

• 35%: FUNCTIONAL HEADS LEADING END-TO-END TRANSFORMATION AND TOTAL PERFORMANCE

• 50%: GLOBAL, REGIONAL AND LOCAL HEADS OF SHARED SERVICES, OUTSOURCING, VENDOR MANAGEMENT

5SSON EXCELLENCE AWARDS

SSOWEEK

INDIA

3rd Annual

30+SPEAKERS(90% Brand New)

1INDIAN SHARED SERVICES &OUTSOURCING WEEK

SIXVISIONARIES SOURCING THINK TANK

I6:

8STREAMS

• HR vs F&A vs MULTI-FUNCTIONAL GBS• FOREIGN MNCs vs INDIAN COMPANIES• CAPTIVE IN-HOUSE CENTRES vs OUTSOURCED OPERATIONS

After decades of dominance, the Indian technology & business services sector is NOW under review.

INTRODUCTION

hanges in global economic patterns have created a significant impact to the way in which buyers pursue global sourcing opportunities. After years of dominance, the Indian technology and business services sector is now facing a turning point in its evolution. A radically restructuring global economy, rapidly

evolving customer needs, dynamic requirement in services and business models and rising stakeholder aspirations are forcing organisations to change, whether they want to, or not.

In the past 12 months, we have witnessed:

• Global Captive (In-house) Centres evolving into Centres of Excellence, enabling end-to-end processes and generating insights through data analytics

• Outsourcing Services Providers undergoing radical changes to strengthen domain expertise, specialising in industry verticals and providing customised value-added services

• Domestic Indian Companies increasing their adoption of shared services and outsourcing models to enhance their global footprint and advance their expansion plans out of India

So what can we expect in the next 12 months?

Using the chart below to illustrate how the models are changing… The journey towards the RIGHT SIDE of the box is not just about HOW anymore, rather, it’s about HOW MUCH MORE.

This is what you can expect to see at SSO Week India, a roadmap to your future. What are the key issues this year? And how will they impact you now and in the next 12 months?

• Big Data Strategies – Capturing the data real time, conducting analysis and providing critical insights to drive your business forward• Cost competitiveness & the “Rural BPO Factor” – Building the case for cost rationalisation and tapping into diversified talent pools across India• Outsourcing advancement: Developing outcome-based performance metrics and enhancing process transparency • Moving away from pure regional/business focused service delivery to a process-centric model: What are the benefits and what needs to happen to make the transition painless?• Capitalising on the paradigm shifts in the BPO/ITO industry: Verticalisation and Business Process as a Services (BPaaS)• Enhancing the role of shared services to impact your enterprise risk management framework• Enabling Enterprise Agility & Flexibility

12 months ago, the room was filled with keen anticipation as we focused on ‘Globalisation, Integration and Value-Creation’. This year, we are taking hold of the future and engaging the ‘Next Frontier of Global Sourcing Outcomes”.

Welcome to SSO Week India 2012!

Sarah YEAsia Programme Director SSON

C

WHAT’S NEW THIS YEAR?

DEDICATED MULTI-STREAMS – DESIGN YOUR OWN AGENDA

We have restructured the programme to cater for your needs, and built in streams that address the whole range of business models and corporate structures. Choose from:

• Captive In-house Centres & Hybrid Centres • Outsourced Operations

• HR Transformation & Optimised Service Delivery• Finance Transformation & End-to-End Process Control• Multi-function Global Business Services

• Domestic Indian companies • Foreign Multinational companies

CXO FORUM (BY INVITATION ONLY)

SSON’s CXO Forum is an exclusive, closed-door meeting which runs within SSO Week India. As operational efficiency continues to permeate boardroom agendas and discussions at SSO Week climb the strategic ladder, we have designed a stream on Day One of the event especially for the C-Suite. CXOs can now enjoy both plenary sessions and dedicated roundtable interactions centred upon the best ways to take advantage of the post-GFC opportunities within INDIA and beyond.

Refer to the page 5 for more details

STRUCTURED NETWORKING EXERCISES THROUGHOUT THE CONFERENCE

More Time to Interact: 30% of the programme is now dedicated to structured networking, including roundtables by industry vertical, maturity, geo footprint and current concerns such as Advanced Analytics, Talent Management and Strategic Business Partnering

3 WORKSHOPS – ROADMAPPING ‘OPERATIONAL EXCELLENCE’ JOURNEY TO GIVE YOU A KICKSTART

Refer to the page 3 for more details

Centre of Excellence Complex, judgement based processesBased in location to attract talentRedefining best practices for the organisationTechnologies to increase collaboration and knowledge sharingEntrepreneurial environmentFocus on new sources of value creationSupporting and influencing board decisions

Traditional SSO• High volume, transactional processes• Based in low-cost locations • Established policies and procedures • Technologies for standardisation and automation• Factory production environment• Focus on cost reduction• Limited influence in the boardroom

MEET YOURSPEAKERS

Rajni GUPTA, Head of Finance Operations, Global Business Services, Intercontinental Hotels Group

Shyama BIjAPURKAR, Group Head Global Finance Centres,HSBC Global Resourcing

Atul DAGA, Chief Financial Officer, Aditya Birla Retail

Krish SHANKAR, CHRO,Bharti Airtel

Deepak jAIN, Finance Head, Apple India

Kush KAMRA, Sr. Vice President, Global Operations, Chairman & Managing Director, Global Operations Support Centre, Metlife

Rahul GUPTA, Deputy Group Chief Executive Officer, Ambit Holdings

Ajay Kumar DHIR, Group CIO, Lanco Infratech

Umesh jAIN, Sr. President & Chief Information Office, Yes Bank

Arindam BANERRjI,Managing Director and Global Head of GBS Service Centres,Deutsche Bank

KV GANESH, Group CFO, Opto Circuits

Iain D COlEMAN, Chief Risk & Administration Officer, Global Services Delivery,HSBC Global Resourcing

Amitabh HAjElA, Global Head of HR, Aricent

Amit VASISTHA, Head of Strategic Projects, Aviva Global Services

Bobby ABRAHAM, Vice President and Business Unit Head, Vodafone Services India

Sameer TENDUlKAR, Director- Analytics, Global Shared Services, Worldwide Procurement,Dell

Manoj CHHURA, VP Procurement, Flextronics India

Sandeep KEjRIWA, CFO & Head – Corporate Sustainability,EMC India

Sathya KAlyANASUNDARAM, Finance & Operations Director, Texas Instruments India

Sandeep DHINGRA, Global Manager –Shared Services,Temenos India

Anil BHAVNANI, Director BPO Operations, Global Financial Solutions, Pfizer

yogesh GUPTA, Director Operations, Dow Chemical International India

Ravindran SAMBANDAM, Head HR, Global Service Center,Nokia

Alka PAI, Head - Citi Employee Services, Citicorp Services India

Sharley jUNEjA, Director Implementations - Global Sourcing Centre of Excellence,BT

PRE-CONFERENCE SITE TOUR& FOCUS GROUP

Tuesday, 3rd December 2012

WORKSHOP A 9:00 - 10:30

Mastering outcome-based performance metrics Rationale: Despite the benefits of operating outsourced processes, there is still significant dissatisfaction with the overall state of affairs within outsourcing contracts. Managers continue to report vendors are not delivering services as expected. They struggle with failed customer services, poor performance and inadequate controls and compliance. BPO buyers are no longer happy with services based on headcount, nor content with standard SLAs. Outcome-based performance is a new way to manage BPO partners performance which is required to be create a material impact on the business

Anil BHAVNANI, Director BPO Operations, Global Financial Solutions, Pfizer

About workshop Leader: Anil Bhavnani is a Chartered Accountant (CA) with over 20 Years of Industry Experience in Financial Services, Corporate Finance and International Accounting. He is also a qualified Master Black Belt from Center for Learning and Organizational Excellence (CLOE - USA).Anil is currently with Pfizer Inc. since 2007 as Director for Global BPO Operations and is a part of the Global Financial Solutions group. In

this role at Pfizer, Anil is responsible for overseeing the Global BPO operations and ensuring a successful transition as is required for effective and efficient processing of Pfizer’s financial transactions around the world. He is an integral part of the Global Financial Solutions Executive Team serving as liaison with regional Shared Services Centers, external service providers and business unit clients.Anil started his Career with Blue Star in 1988 post qualifying CA. He worked with GE from 1992 – 2001 in their Plastics Division, GE Plastics India and then moved to GE Capital International Services (GECIS) – Now Genpact to start the BPO Operations of GE capital in India.Anil has also worked with HCL BPO, Convergys and Xansa (Steria) UK in positions of increasing responsibility.

WORKSHOP B 10:45 - 12:15

Benchmarking: The road to becoming Best-in-Class• Using benchmarking for more tangible performance optimisation discussions with the business• Identifying promising areas for business process engineering initiatives• Using discoveries to build a compelling business case for change• Prioritising business process improvement initiatives, both short and long term• Identifying opportunities to better align with the business• Correctly identifying areas for additional investment in your SSO

Sandeep Dhingra, Global Manager – Shared Services, Temenos India

About workshop Leader: Born & brought up in New Delhi. Sandeep qualified his Chartered Accountancy in 1996 and Cost Accountancy in 1995. In the initial days of his career, he worked in the internal audit & systems for Fena and ABB. In 2001 he joined Standard Chartered Scope International and moved base to Chennai; followed by heading the Finance for Flextronics. In Flextronics, he was instrumental in establishing shared service center in

China and a KPO in Chennai. He is presently part of Global Leadership of Temenos and in his current role he has established shared service centers in Bucharest and India.

WORKSHOP C 12:30 - 14:00

Operational Excellence & Productivity –Do more with less• Identifying inefficiencies and installing solutions to cover that• Embracing lean or other proven approaches to achieve higher performance • Enhancing cost competitiveness

Yogesh Gupta, Director Operations, Dow Chemical International India

Site Tour: Visiting a Shared Services centre or BPO delivery centre Further information on the site tour, please visit website of www.ssoindia.com

AGENDADAY 01

Day One Main Conference | Wednesday 5th December, 201208:30 Registration

09.00 Chairman’s Welcome:

09:10 Global sourcing market outlook 2012/2013 – What’s on the road ahead for India?

• How long will wage arbitrage remain a sustainable advantage? What happens when all available scope has been offshored? • Reviewing the shifting patterns of functional and process scope • How can we increase fluency within GBS, and deal with issues such as forecasting cycles, business risk and market volatility? • Fitting together business agility, outsourcing and cloud to create a new operating paradigm • Where else can we provide value and move up the maturity curve?

Panel discussion reserved for Research Analyst, BPO Provider and Consultancy

09:40 CXOs’ Secrets of the Boardroom – Indian companies back office strategies to support accelerated growth Well-established delivery capabilities from the Indian BPOs have begun to influence Indian domestic companies to engage a Shared Services/ Outsourcing model. With no obvious cost reduction benefits, domestic buyers are instead leveraging Shared Services as a channel to achieve greater process visibility, stronger internal controls, better cash flows and smart data management. This session brings together insights from the domestic market to elaborate on the new model of ‘business as usual’

Atul DAGA, Chief Financial Officer, Aditya Birla Retail

Rahul GUPTA, Deputy Group Chief Executive Officer, Ambit Holdings

Krish SHANKAR, CHRO, Bharti Airtel

Ajay Kumar DHIR, Group CIO, Lanco Infratech

10.20 What keeps CEOs awake at night? Unleashing the upstream value of Shared Services and getting early engagement from the board Embracing and mastering market volatility sits high on your CEO’s s priority list for 2013. How are captives and outsourced centres managing the maturity curve to meet buyers’ evolving expectations, drive business agility and optimise sourcing models at a global level? Join these luminaries to understand how to align your strategy to your CEO’s priorities.

Arindam BANERRJI, Managing Director and Global Head of GBS Service Centres, Deutsche Bank

Kush KAMRA, Sr. Vice President, Global Operations, Chairman & Managing Director, Global Operations Support Centre, Metlife

10.50 Structured Networking Exercise #1: Single vs. Multi-Process vs. GBS

11.00 M O R n i n G n E t w O R k i n G & R E F R E S H M E n t B R E A k i n t H E E x H i B i t H A l l

11.20 Big Data Strategies – Capturing the data real time, conducting analysis and providing critical insights to drive business agility Organisations are beginning to realise the real power SSOs can harness. Over the years, they are slowly being tapped as a main source of knowledge, data and control for an organisation. Listen to experts uncover how Shared Services are facilitating a transition to becoming a central knowledge repository. How are they using this knowledge to embrace value creation in their SSOs and how is data analysis leveraged to drive smarter business decisions?

• Developing the framework for data collection, processing, sorting, analysis and action • Enhancing the competency of your talent force in SSO • Right tools, systems and communications

Sameer TENDULKAR, Director- Analytics, Global Shared Services, worldwide Procurement, Dell

12.00 Cost competitiveness & the “Rural BPO Factor”: The business case for cost rationalisation and tapping into diversified talent pools across India Despite the focus of generating impact on business outcomes, cost still remains a dominant focus for onshore stakeholders. However, increasing SG&A expenses in maturing delivery centres and rising inflation has pushed leaders to focus on cost rationalisation and revenue de-risking initiatives. According to the NASSCOM-EVEREST INDIA BPO Study 2012, providers (captives and outsourcing providers) can reduce total operating costs by 20-30% by moving to a low-cost city within India. In this session, we examine the opportunities, risks and accepted roadmaps for setting up operations in rural areas.

Bobby ABRAHAM, Vice President and Business Unit Head, Vodafone Services India

Stream Sessions Begin

16.00 Leap ahead or lag behind: Moving away from pure regional/business focused service delivery to a process-centric model As much as the Service Delivery Model has matured and globalised, attention also needs to be paid to function-based, end-to-end process control and management. A process with high transparency and standardisation at a global level drives executives to modify their approaches to process sourcing (from captive models to a hybrid model incorporating selective use of outsourcing) and allows senior executives to look forward to what else can be further modified to improve outcomes. • Defining processes that can be standardised at a global level • Driving end-to-end process management and the managing the changes that occur

Shyama BIJAPURKAR, Group Head Global Finance Centres, HSBC Global Resourcing

Rajni GUPTA, Head of Finance Operations, Global Business Services, Intercontinental Hotels Group

16.40 SSOW INDIA EXCELLENCE AWARDS While our mission stays the same, to honour, recognise and promote both captive and outsourced SSOs that

demonstrate winning practices, we want to make it easier for you to enter. Everyone is encouraged to apply regardless of age, size, shape and model. Introducing the “Excellence In” Series: We’ve crafted 5 new categories around the core competencies of shared services and outsourcing. We are no longer asking you to claim your delivery centre/s

as “best,” but rather enter into the category in which you excel beyond the normal. The ceremony will begin in the main plenary room. Our judging faculty will recognise each of the shortlisted candidates for their achievements “in excellence” followed by the announcement of our 2011 award winners. Here Are the Brand New “Excellence In” Categories for the 2012 SSON Awards • Excellence in Customer Service • Excellence in Value Creation • Excellence in Culture Creation • Excellence in Improvement & Innovation

• Excellence in People and Communications • Personal Contribution to the Industry For more information or to apply for one or more of these categories, please email nena.ganesan@ssonetwork.com or visit www.ssoindia.com for more details.

AGENDADAY 01

Day One Main Conference | Wednesday 5th December, 2012

Operational excellence – Achieving higher performance with the right formula• Applying right process management methodologies: Why has it been so difficult all these years?• Identifying duplication and eliminating bottlenecks • Measure, track and improve – How can the Line of Business (LOB) also contribute to performance enhancement

Yogesh GUPTA, Director Operations, Dow Chemical International India

Driving process transparency – Increasing clarity in your outsourced partnerships• Understanding your internal processes• Key considerations in driving process transparency with your outsourcing partners • Optimising governance model to control the outcome of the process delivery Sharley JUNEJA, Director implementations - Global Sourcing Centre of Excellence, BT

CAPTIVE/HYBRID

More than just managing your operations in India: How to enhance your centres’ position in your organisations’ Shared Services global footprint • Addressing the benefits and challenges of having Shared Services in one location• Evolving expectations from Shared Services: Cost arbitrage/ Standardisation/ Service delivery• Developing into multi-locational shared services: benefits and challenges

Sandeep DHINGRA, Global Manager – Shared Services, Temenos India

OUTSOURCED

Mitigating risks for your outsourcing strategy and enhancing your governance structure • Identifying the ways to weave security and risk management into BPO provider selection and management• Designing a strong governance model • Lessons learned and developing a stronger risk model for the future

Umesh JAIN, Sr. President & Chief information Officer, Yes Bank

CLOSE DOOR CXOS FORUM

Today’s C-Level Executives, whether Finance, HR, IT or Procurement-focused, are all under increased pressure to drive efficiencies and savings; to embrace new technologies; to embed 21st century company culture; to become linchpin strategists within the business – all whilst exhibiting inspiring leadership skills. It is no surprise that CXOs lack the time and resources needed to develop real relationships with their peers and to find an environment in which to have private and meaningful discussions about the challenges they face.

Join this session to access top-level discussions on:• The Art of Good Leadership: Striking the right balance when adjusting to modern day management• People Power: Attracting the right people for increased productivity and innovation whilst keeping costs down• Breaking New Ground: Coping with new hurdles and navigating new ground in the age of APAC growth• Cross Skilling: Understanding how the Finance, HR, IT and Procurement functions will further intertwine in an agile business• Technical Terms: Building a solid relationship between business goals, efficient processes and technology enablers• Refocusing on Risk: Ensuring all bases are covered and embedding a risk management culture throughout the organisation

SSON’s CXO Forum is an exclusive, closed-door discussion which runs within Shared Services & Outsourcing Week.

By Invitation Only

Email sarah.ye@ssonetwork.com ornena.ganesan@ssonetwork.com to get your invitation

14.50 A F t E R n O O n n E t w O R k i n G & R E F R E S H M E n t B R E A k i n t H E E x H i B i t H A l l

13.30

14.10

AGENDADAY 02

Day Two Main Conference | Thursday 6th December, 201208:30 Re-Registration

09.00 Chairman’s Welcome:

09.10 Paradigm shifts in the BPO/ITO industry: Verticalisation and Business Process as a Services (BPaaS) What is the accepted wisdom in the BPO-ITO sector? Challenging the status quo, more and more companies are talking about “Pay as you go” and “not hiring an outsourcer that does everything but doesn’t specialise in anything”. While outsourcing industry is maturing, buyers are getting savvier. More than 25% of the India BPO/ITO market today consists of delivering functions and processes specific to a particular vertical. In addition, the hype about cloud technology has increased the acceptance and popularity of BPaaS model. What does that mean to buyers? How should this be translated into your sourcing strategy?

KV GANESH, Group CFO, Opto Circuits Umesh JAIN, Sr. President & Chief information Office, Yes Bank Sandeep KEJRIWA, CFO & Head – Corporate Sustainability, EMC India

09.40 Survey Results Revealed: A first-ever study of vertical industry-specific strategies in Shared Services & Outsourcing Everest Group and SSON launched a global survey in 2012 to understand the current and emerging state of global services by industry and geography. This marked the first-ever study of industry-specific strategies in shared services and outsourcing. Covering more than 10 different industries, the study, titled “Vertical Industry Strategies in Shared Services and Outsourcing”, analysed traditional SG&A functions and industry-specific functions across the value chain to understand how companies are approaching the increased benefits derived from their global services initiatives. This session will review the highlights of this study to provide a unique understanding of each function in each industry, the role, structure and involvement level of the shared services group and the levers (for example, analytics, process re- engineering, technology enhancements) being pursued to capture the next state of value for each function.

EVEREST

10.00 Structured Networking Exercise #2 Industry Roundtables: BFSI vs Manufacturing vs FMCG vs Pharmaceutical vs Retail vs. Technologies & Communications

10.10 What does the future holds? From an outsourcing executive to a global operation leader A radical alteration in global workforce population is already underway. The maturing of the global offshoring market in the past decade has cultivated a great number of global operation leaders from emerging countries. At the forefront of the BPO market, India is becoming home to world’s top executives who develop from outsourcing executives to global operation leaders. Understand the journey of this transition and explore what the future holds for you. Amitabh HAJELA, Global Head of HR, Aricent

10.40 M O R n i n G n E t w O R k i n G & R E F R E S H M E n t B R E A k i n t H E E x H i B i t H A l l

11.00 I6 Sourcing Think Tank: Under Practitioner Review I6 remains your one chance each year to vote in your chosen top vendor individuals, and pose in public the

questions you REALLY want answered. There is no script, no rehearsal, nowhere to hide. Have you voted yet? www.ssoindia.com/i6

This time there is a twist. The “Buy-side” community is right in the driving seat. Biting back harder than ever before, I6 2012 has your PRACTITIONER peers moderating the session live.

HR TRANSFORMATION & OPTIMISEDSERVICE DELIVERY

Changing Needs: Defining, implementing and globalising HR service delivery

• What makes a successful HR BPO implementation• NOKIA strategic agenda & NOKIA HR• Controls & standards• Quality, measures & metrics

Ravindran SAMBANDAM, Head HR, Global Service Center, Nokia

FINANCE TRANSFORMATION &END-TO-END PROCESS CONTROL

Transformation through technology: A business imperative for the CFOs

• Streamlining Finance process through technology • How much should a CFO know about technology and how to integrate that into the total skill set?• Leveraging shared services, technology platform as a value driver

Sandeep KEJRIWA, CFO & Head – Corporate Sustainability, EMC India

MULTI-FUNCTIONAL GLOBAL BUSINESS SERVICES

Optimising internal expense to ensure sustainable cost competitiveness

• What needs to be considered to bring cost down?• Proven techniques for reducing business process complexity• Location strategy: exploring second-tier or third-tier cities

KUSH KAMRA, Sr. Vice President, Global Operations, Chairman & Managing Director, Global Operations Support Centre, Metlife

Stream Sessions Begin

12.00

AGENDADAY 02

Day Two Main Conference | Thursday 6th December, 2012Uncovering the elements of HR organisation efficiency and identifying the danger signs of a failing transformation • Re-engineering strategy and process: Tools, system, metrics and measurement• Recognising the warning signs in your people, processes and technology• Avoiding costly mistake• How to go beyond the extra 1%

Alka PAI, Head- Citi Employee, Citicorp Services India

Thinking out of box: What other Finance processes could be transformed into Shared Services and how?• Can corporate tax, treasury and budgetary planning all be delivered from shared services?• Identifying processes and integrated into SS• Overcoming the challenges of insufficient local resources

Sathya KALYANASUNDARAM, Finance & Operations Director, Texas Instruments India

Achieving Economies of Scale or creating Centres of Excellence? By its very definition, CoEs focus on perfecting functions and processes. But how does this hold up against cost reduction initiatives. In theory, it should be done well and done cheaply but in reality, the CoE model goes against the Economies of Scale objectives. Hear the differing viewpoints and make up your own mind on whether you should pursue CoE, Economies of Scale models… or both?

Arindam BANERRJI, Managing Director and Global Head of GBS Service Centres, Deutsche Bank

Bobby ABRAHAM, Vice President and Business Unit Head, Vodafone Services India

FOR INDIAN COMPANIES

Setting up a business case for outsourcing: What advantages will it bring to your global business requirements?• Developing communication strategy and gaining management support• Building system platform and ERP roll out • Demonstrating the outsourcing benefits

Tata Motor (Invited)

Developing a solid transformation strategy, ensuring sound change management & formulating a strong governance model• Shifting to a centralised operation model: What should it entail and what will be gained/lost? • Going hand-in-hand: process standardisation and process migration • Developing a customer-based value proposition to your business partners in China • Deploying structured change management

Alok BAFNA, VP Finance Shared Services, Aditya Birla

FOR FOREIGN MULTI-NATIONAL COMPANIES IN INDIA

Executive Insights: Driving optimized business outcomes by engaging and making the most out of shared services or outsourcing model• How to drive efficiency in the core business post shared services• What more to expect from your shared services• Releasing the true value of shared services to the business

Deepak JAIN, CFO, Apple India

Architecting and growing a global procurement Shared Services centre in India – Governance model, key metrics, process structuring• What is ‘IN’ and what is ‘OUT’• Performance measurement of your procurement shared services centre• Tackling talent challenges when globalising your services

Manoj CHHURA, VP Procurement, Flextronics India

15.20 A F t E R n O O n n E t w O R k i n G & R E F R E S H M E n t B R E A k i n t H E E x H i B i t H A l l

15.50 Enhancing the role of shared services within your enterprise risk management framework Facing the recent economic crisis, increased business complexity, new technologies, globalisation and the rapid pace of change, companies need proven solutions for risk management. However, not all Shared Services have been able to fulfill the capability of strengthening internal controls, compliance and effectively meet the expectations of external industry regulations. Join this session and hear how HSBC have mitigated risk internally through their SSC.

Iain D COLEMAN, Chief Risk & Administration Officer, Global Services Delivery, HSBC Global Resourcing

16.30 Debunking Myths: Exploring the validity of common industry perceptions about the Indian BPO industry We assembled a panel to identify and debunk myths about the road to shared services maturity. Why? Such myths can cause confusion and hold the industry back from embracing or declining certain solutions/processes sooner than later. Get access to candid truths about what’s possible and what’s hype to help steer clear on the road ahead. • Is wage inflation in India going to wipe out cost savings? • Will Indian BPOs lose competitiveness to emerging BPO countries across the world? • Are the top talent migrating outside of India? • Have data security issues has limited the industry’s capability • Keeping scale of economy or switching to Centre of Excellence? Can you have both?

Amit VASISTHA, Vice President and Head of Strategic Projects, Aviva Global Services

Iain D COLEMAN, Chief Risk & Administration Officer, Global Services Delivery, HSBC Global Resourcing

17.10 Chairman Closing Speech

17.20 End of Main Conference

13.00 l U n C H E O n

Stream Sessions Begin

12.30

14.00

14.40

BRAND NEW CXO FORUM

Join this session to access top-level discussions on:

• The Art of Good Leadership: Striking the right balance when adjusting to modern day management

• People Power: Attracting the right people for increased productivity and innovation whilst keeping costs down

• Breaking New Ground: Coping with new hurdles and navigating new ground in the age of APAC growth

• Cross Skilling: Understanding how the Finance, HR, IT and Procurement functions will further intertwine in an agile business

• Technical Terms: Building a solid relationship between business goals, efficient processes and technology enablers

• Refocusing on Risk: Ensuring all bases are covered and embedding a risk management culture throughout the organisation

CXOs already confirmed from organisations including:• Aditya Birla Retail• Ambit Holdings• Bharti Airtel• Lanco Infratech • YES Bank • Opto Circuits• Aricent

*Please note: Access to the CxO Forum is strictly controlled and only open to C-level delegates. those wishing to attend must pre-register with SSOn prior to the event.

Today’s C-Level Executives, whether Finance, HR, IT or Procurement-focused, are all under increased pressure to drive efficiencies and savings; to embrace new technologies; to embed 21st century company culture; to become linchpin strategists within the business – all whilst exhibiting inspiring leadership skills. It is no surprise that CXOs lack the time and resources needed to develop real relationships with their peers and to find an environment in which to have private and meaningful discussions about the challenges they face.

SSON BRINGS YOU

SSON’s CXO Forum is an exclusive, closed-door discussion which runswithin Shared Services & Outsourcing Week.

Wednesday 5th December, 13:30 - 14:50

““Good insight on the paradigm shift

from cost to value creation and

partnering. Excited to find out how

business transformation is driving

business value

Ravi Shankar,Global Reporting Manager,

TEMENOS

WHAT IS INDIA 6 (I6)?

• In 2009, SSON launched G6 as the sourcing world’s first ever neutral platform designed to help shape a common industry agenda

• Established to help our buy-side audience’s all over the world understand where and how their chosen thought leader companies agree and disagree on the future of the SS and outsourcing industry.

• 2011, SSON launched I6 (India 6) as localised version of G6, this time designed specifically to tackle the challenges/nuances of the Indian market (domestically and globally).

• Designed as always to address the most provocative and challenging questions, based on YOUR feedback, we’ve cranked up the gears for 2012 and put your vendor line-up to the ultimate test…

• Can they handle LIVE moderation by a panel if straight-talking, buy-side practitioners with tough questions looking for answers?

How to vote: Visit www.ssoindia.com and vote by clicking one of the nominees on the website

When is the results announced? 2nd November 2012

When is the debate taking place? 6th December 2012

I6 VISIONARIES

If you’re not already familiar with SSON’s Global G6 Series, here’s the background to fill in the blanks…

It was quite a nice first experience

to be associated with a group of

shared services practitioners from

all across India from different

industries. We all read about best

practices in shared services space

but hearing the practitioners view

was worth

Ruchika Aggrawal, AVP Business Services and Finance, PEARSON

INDIA SHARED OPERATIONS

Thursday 6th December, 11:00 - 12:00

SSONAWARDS

With ideas and innovations constantly evolving and challenging business outcomes, we want to know how you have used these within your SSC to excel at core competencies. Our 2012 “Excellence In” Awards are easy to enter and you don’t have to be the ‘best’ SSO in the world to have an amazing story to tell.

Reward your employee’s hard work by submitting an application that globally recognises noteworthy achievements.

Awards Activity Onsite – An All-Inclusive Celebration. This year’s ceremony has been worked into the main agenda of 2012 SSOW programme. At the conclusion of the sessions on Wednesday 5th December the Awards Ceremony will begin in the main plenary room.

Our judging faculty will recognise each of the shortlisted candidates for their achievements “in excellence”.

Award Categories for 2012:

• Excellence in Customer Service

• Excellence in Culture Creation • Excellence in People and Communications

• Excellence in Value Creation

• Excellence in Improvement & Innovation

Get Recognition for your Shared Services Journey!

SSON EXCELLENCE AWARDS 2012:Wednesday 5th December, 16:40 - 17:40

HOW DO I APPLY? Simply download the application forms above and email your completed application to nena.ganesan@ssonetwork.com

WHEN DO I APPLY?From now till Awards Application Deadline: Friday, 9th November, 2012

Where will the Winners be Announced and Awarded?Awards Ceremony: Wednesday, 5th December 2012

For More Information please email nena.ganesan@ssonetwork.com

PRIOR TO THE EVENT & AT THE EVENT

Website: www.tmf-group.com

Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS’

Business Process Services (BPO) manages and executes core business processes across industries, analytics & insights and support processes such as accounting, HR and supply chain management to help customers drive efficiency and effectiveness. TCS’ domain expertise is unrivalled and TCS is unique in its ability to deliver value beyond SG&A processes, not only reducing COG S but also identifying and developing new revenue streams. Whether your need is gaining consumer insights, managing fraud, undertaking predictive modeling or analyzing risk, TCS’ Analytics & Insights Services have the power to transform how you can manage your enterprise TCS’ transformation methodology, FORE™, assists you in your journey toward best-in-class processes, delivering both efficiency and effectiveness. TCS’s commercial propositions match your imperatives and the wide range of platforms offer you choice between capital and revenue spend. TCS’ global footprint allows us to work as an extension to your business, providing the scale and flexibility you need to adapt in a changing environment.

Website: www.tcs.com

TMF Group helps companies succeed globally. Our accounting, corporate secretarial and HR & payroll professionals, in over 75 countries, enable clients to reduce the risks and pain

of doing business abroad, control costs by taking over the back office administration of their foreign companies and simplify operations with a single point-of-contact, giving clients complete control and visibility. TMF is a world leader in this – we have over 30,000 corporate clients, including over 50% of Fortune 500 and FTSE 250 companies. TMF spans 17 countries across Asia Pacific, offering you a complete suite of private and corporate services to meet your personal and business needs, including private client services, corporate services, international incorporations andfund services.

Thought Leadership and Programme PresenceIn a highly competitive market, the ability to demonstrate insights and expertise can give you an edge over your competitors. SSON China offers a limited number of prestigious speaking opportunities to qualifi ed partners alongside key industry leaders. BrandingAlign your brand and expertise with the shared services & outsourcing sector – be seen as the leader at this industry leading event. Increase your visibility by having your logo on event collaterals, onsite-branding and special networking functions. Company ProfilingBy including a company profile in the conference proceedings or a seat drop onsite at the event, every delegate will have clear and precise information on your proposition, success stories and full contact details. Have your company logo (with a hyperlink to your corporate website) featured on our event website and let it start creating awareness for your business. Networking ActivitiesWe do not miss out on important networking elements for our sponsors to meet with their prospects and mingle with clients. We have carefully tailored hours of quality networking opportunities for sponsors to meet with our delegates in an informal business setting. By hosting our networking socials, you will have ample opportunity to find out what your prospects want and tie in your solution offeringsto them. to find out more, contact our sponsorship team today at +65 6722 9388 or email amit.patel@ssonetwork.com and let us put you in-front of your customers.

CONFIRMED SPONSORS

rom the moment you confirm your involvement at Shared Services & Outsourcing Week India 2012 in Gurgaon, we will provide you with outstanding marketing opportunities through a targeted campaign that will culminate in face-to-face meetings with existing customers, new business partners and potential clients all in one place and at one time. We undertake a comprehensive global marketing campaign. Approximately 20,000 executives in SSON’s database will be targeted for this event, via various marketing channels.

These reach the highest echelons of your target markets - delivering you value, before, during & after the conference in generating real business prospects, real ROI and deals! Early confirmation entitles sponsors to optimise their marketing spend and receive maximum benefi ts from our targeted marketing and branding campaign to promote your presence at Shared Services & Outsourcing Week India 2012.

• Electronic / email direct marketing• Telemarketing• Audience development initiative• Advertisements and inserts

F

My booking code is: 19375.004 PDFPlease complete in BLOCK CAPITALS as information is used to produce delegate badges.Please photocopy for multiple bookings.

**Prices below are quoted in USD$

Please do not remove this label even if it is not addressed to you.

BOOK NOW!T: +65 6722 9388 F: +65 6720 3804 E: enquiry@iqpc.com.sg W: http://www.ssonindia.com

Main conference: 05 - 06 December, 2012Pre conference workshop & Site Tour: 04 December, 2012 Venue: Double Tree by Hilton, Gurgaon, Indiawww.ssoindia.com

All Solution Providers & BPOs (inclusive of Sales/Marketing and Delivery functions)

Package Regular Price

Conference 4,499

Site Tour 799

Workshops (each) 699

Corporate End-Users based in India

Sweet Deal expires Early Bird expires Package on 31 Aug on 5 October Regular Price

Conference 499 549 599

Site Tour 119 149 179

Workshops (each) 149

DELEGATE DETAILS

Please photocopy for additional delegates and/or delegate with different addresses

Salutation: Mr Mrs Ms Dr Other

Name:

Email: Telephone:

Job Title: Department:

Organisation Nature of Business

Address:

Country:

Postcode: Fax:

Approving manager’s name: Job Title:

Address

Signature: Date:

I agree to IQPC’s payment terms and cancellation policy. Please note: If you have already registration and acknowledgement before the conference, please call us to confirm your booking.

*Discounts DO NOT apply to workshop(s)-only bookings*Registrations without immediate payment or credit card details will incur a processing fee of USD99 per registration

PAYMENT METHODPAYMENT POLICY: Payment is due in full upon booking. Full payment is mandatoryfor admission to the event.

By Cheque/Bank Draft: Made payable to IQPC India Private Limited By Direct Transfer: Please quote 19375.004 with remittance advice IQPC Bank details: Bank Name: HSBC BANK Gurgaon Account number: 054-360565-001 Account Name: IQPC India Private Limited Swift Code: HSBC INBB IFSC CODE: HSBC0110005 All bank charges to be borne by payer: Please ensure that IQPC receives the full invoiced amount. By Credit Card: Please debit my credit card: Visa MasterCard Amex Card No:

Expiry Date: (MM/YY)

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Signature: (Signature is Mandatory)

VENUE & ACCOMODATIONDoubleTree by Hilton Hotel Gurgaon - New Delhi NCRSector -56, Golf Course Road, Gurgaon, 122011, India Tel: + 91-124-491 1234Online: http://doubletree3.hilton.com

Hotel accommodation and travel costs are not included in the registration fee. A reduced corporate room rate has been arranged at DoubleTree by Hilton Hotel Gurgaon - New Delhi NCR for attendees at this conference. To take advantage of this special rate, please process the hotel room reservation form provided upon confirmation of your attendance

Reaching the Next Frontier of Global Sourcing Outcomes - Business Agility, Innovation Incubator and Process Enablement

PAYMENT TERMSPayment is due in full at the time of registration and includes lunches, refreshments and detailed conference materials. Your registration will not be confirmed until payment is received and may be subject to cancellation. If a booking is received 10 working days before the conference a credit card number will be required to confirm your place, likewise if full payment has not been received before the conference date.

5 WAYS TO REGISTER

Online : www.ssoindia.com Email : enquiry@iqpc.com.sg Phone : (65) 6722 9388Fax : (65) 6720 3804Post : IQPC Worldwide Pte Ltd, 61 Robinson Road #14-01 Robinson Centre Singapore 068893

TEAM DISCOUNTS

IQPC recognises the value of learning in teams. Group bookings at the same time from the same company receive these discounts:

3 or more 7% 5 or more 10% 8 or more 15%

This offer is exclusive of the early bird discount. Call us for a special discount rate for teams of 10 and above. Not applicable to workshop(s) only bookings.

CONFERENCE DOCUMENTATION & AUDIO CD

I am registering as a delegate, please send me an extra set of Conference Documentation with Audio CD with a USD100 discount: USD399.

I cannot attend the event, please send me the Conference Documentation and Audio CD at USD399.

I cannot attend the event, please send me the Conference Documentation only at USD549.Orders without immediate payment or credit card details will incur a processing fee of SGD99 per order.

(N.B. Advance orders will determine whether or not this conference will be recorded - Please enclose payment with your order.)

Any custom duties & taxes imposed on the shipment of order/s shall be borne by the recipient.

IQPC CANCELLATION, POSTPONEMENT AND SUBSTITUTION POLICY• You may substitute delegates at any time by providing reasonable advance notice to IQPC.

• For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference.

• In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation.

• In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement.

• Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances.

• IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/ postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible.

For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor strike, extreme weather or other emergency.

DISCOUNTS: All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any other discounts offered by IQPC (including teamdiscounts) must also require payment at the time of registration. All discount offers cannot be combined with any other offer.

PROGRAMME CHANGES: Please note that speakers and topics were confirmed at the time of publishing; however, circumstances beyond the control of the organisers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary. Any substitutions or alterations will be updated on our web page as soon as possible.