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Cognizant Snapshot Breakfast - True Customer Experience through Next Generation Shared Services

Date: 20 May, 2016 Time: 8:00 am - 10:00 am Location: Linnégatan 87D, Stockholm

Cognizant’s Snapshot Breakfast May 20, 2016: True Customer Experience through Next Generation Shared Services

– new tools, new possibilities

The discussion of how to manage and adapt for best-in-class digital experience continues in our third Snapshot Breakfast 2016.Visit previous breakfasts to find out more.

How far can we reach when it comes to efficient, smart and cost-effective solutions for service centers? How can we deliver the service, knowledge and linguistic ability, which fully meets the demanding customers expectations of service? And how can you at the same time achieve significant cost savings? What is the analysis behind the decisions, and how can a shared service center become a strategic approach for a more efficient digitalization process?

Meet up and be part of the conversation about what we mean by shared next generation service center – even better customer service, customer experience and real cost savings.

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Speakers

Heidi Skaaret, COO, Storebrand Group
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Heidi Skaaret

COO

Storebrand Group

Stronger Customer Processes and Effective Cost Management
– Shared Service Center as Leverage for Digitalization

How can we refine and strengthen our customer processes to meet both current and future customers? How can a modern and qualified shared service center respond to – and perhaps even exceed – customer expectations on service and quality? And how do we at the same time achieve significant efficiencies and cost savings?

Listen to Heidi Skaarets insightful presentation of Storebrand’s development of shared service center in the Baltics, as part of an exciting digitalization journey.

Previous: Executive Vice President at Lindorff Group 2008 – 2012, Managing Director at IKANO Bank Norway 2001 – 2008, Senior Vice President at DNB – 2000. Education: Civil Engineer (Master of Business), University of Washington, USA.

Jone Sceponaviciute,, Head of Securities Services Operations, Swedbank
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Jone Sceponaviciute,

Head of Securities Services Operations

Swedbank

5 Years of Nearshoring
– Challenges along the road, learnings and results

What is the experience of building up the efficient processing center? What is required by the new team members, both from the organization receiving services and the organization providing services? Young talents – what is special about them? How to turn cultural differences within the shared service to opportunities and benefits? And what is needed for the operation to become an effective and appreciated component in the larger, overall organization?

Listen to Jone Sceponaviciute and her analysis of lessons learned and experiences – and her views on the demands that will be put on future shared service centers to meet customer expectations.

Jone Sceponaviciute has over 15 years of experience from various positions in the banking and financial sector, primarily international. With various post-trade process and operational roles at companies such as Hansa Bank, Franklin Templeton Investments (Canada, Toronto), CITCO Canada, SEB (Lithuania) and Swedbank (Lithuania and Swedbank AB, Large Corporates & Institutions), Jone has a wide variety of experience, which have been useful during the last five years when she has been a driving force in shaping and establishing Swedbank’s cross-border operations in Vilnius, Lithuania.

Charlotte Gamnis, Head of Service Management, Telia Company
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Charlotte Gamnis

Head of Service Management

Telia Company

SSC Customer satisfaction
– It is all about People, Efficiency and Quality

Our journey so far – How do we at Telia Company’s Finance SSC work to achieve high customer satisfaction? How do we attract and retain the right competence? How do we ensure efficiency and quality in our processes?

Charlotte Gamnis has over the years held a number of positions within Finance, as business analyst and controller and project manager within companies such as Posten, Ericsson and Astra Zeneca. From 2010 she moved into AstraZeneca’s Shared Service organization taking the role as Customer Service Manager, Global Finance Services, EMEA at AstraZeneca.

Today, in the role as of Head of Service Management at Telia Company (formerly TeliaSonera) Charlotte is responsible for ie Service Management in Financial Services (FSS), a SSC, shared service center for the Nordic countries. Her responsibilities includes strategy, the service offering, performance management, training and communication and a Service Desk team supporting Finance, Procurement and SAP and a Master Data team.

Charlotte holds a Master in Business Economics.

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