offshoring

Transcription

offshoring

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CONFERENCE 21 NOVEMBER 2013
Tabl e B a y Ho t e l C a p e To w n , S outh A f r ica
PRE M I E R I NT ROD U CT I ON
On behalf of the Western Cape Government and its
people, I would like to welcome you to the Mother
City, Cape Town.
As government we
are firmly committed
to the development
of the BPO / contact
centre industry as
it serves as a major
job creator for both
the province and the
country as a whole.
In the Western Cape alone we saw over
3,000 new jobs created last year and we are
confident that this growth will continue into
2014 and beyond.
Our operations are world class and this is
driven by the quality of our people. Over
the course of the last few years we have
seen a host of new global brands entering
the local market including Amazon, Asda,
British Gas, iiNet, Everything Everywhere,
Lufthansa, Shell and Shop Direct.
We wish you well during your stay in Cape
Town and trust you will get to enjoy the natural
beauty of the city and its surrounds. Most
importantly we hope you get to experience
first-hand the warmth and hospitality of our
people and look forward to welcoming you
back in the near future.
Helen Zille
Premier of the Western Cape
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OFFSHORING SOUTH AFRICA
I would like to extend a warm welcome to all the delegates
attending the 2013 Offshoring South Africa Summit.
In response to industry trends, we have created a
high quality programme designed to engage with our
participants at all levels. Topics for discussion will
include; Why South Africa – Case Study examples,
moving up the value chain, skills development in South
Africa, etc.
Following on from last year’s event, we have
seen major expansion from almost all our
large operators as well as new investments.
This, combined with international recognition
from the National Outsourcing Association
and the European Outsourcing Association
as the Offshoring Destination of the Year in
2012 and 2013 respectively, has helped to
further cement South Africa’s position as a
world class customer service location.
The continued success in our industry
has been driven by the collective efforts
from our stakeholders. I would like to take
this opportunity to thank the Provincial
Government of the Western Cape, City of
Cape Town, the Department of Trade and
Industry as well as the private sector.
I would also like to thank our main sponsors;
WNS, Mindpearl, Capita, Webhelp Group,
Quest, Aegis, Interactive, Intelligence, Serco,
Neotel, Headset Solutions and VVM.
To all our delegates visiting Cape Town and
South Africa, we trust that you will enjoy your
time here and we look forward to welcoming
you back.
Gareth Pritchard
CEO, BPeSA
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BPeSA WESTERN CAPE OVERVIEW
The mandate of BPeSA Western Cape is to create sustainable jobs
in the BPO / contact centre industry. We do this by promoting the
Western Cape and South Africa as an investment destination of
choice and encouraging foreign direct investment into the country.
BPeSA Western Cape is committed to developing an enabling business environment and
providing business linkages to national and regional government.
BPeSA Western Cape, through its National Skills Development Strategy, has committed
to building a sustainable skills pool. The strategy aims to service the growing needs of the
market with a strong focus on developing middle management capabilities.
BPeSA Western Cape works closely with the other regions in South Africa to promote the
country as a BPO / contact centre destination of choice.
MEET THE TEAM
Gareth Pritchard
CEO BPeSA
Western Cape
Patrick Gordon
Head of Marketing
& PR
Nomzamo Ramutla Edmore Chinhamo
Naz Salie
Business
Industry Development Human Capital
Manager
Analyst
Manager
Audrey Mack
Finance
Manager
Medline Marabada Mishka Govender
Intern
Executive
Assistant
COMPANIES ATTENDING
DELEGATES
■ Allens
■ Arvato
■ Avasant
■ Bank of America
■ Call Centre Focus
■ Cellsecure
■ Cognizant
■ Corrs Chambers Westgarth
■ Convergys
■ Everest Group
■ Frost & Sullivan
■ GBST Limited
■ IDC
■ IT Decisions – Mark Hillary
■ Paribis
■ London School of Economics
■ MyNetFone
■ Nelson Hall
■ Origin Energy
■ Outsource Business Solutions
■ Ovum
■ Stellar Pacific Ltd
■ Sitel
■ Timberlake & Associates
■ Whitesight Solutions
MAIN SPONSORS
■ WNS Global Services (Pty) Ltd
■ Mindpearl
■ Webhelp
■ Capita
■ Aegis
■ Interactive Intelligence
■ Quest
■ Serco
■ Neotel
■ Headset Solutions
■ VVM
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CONFERENCE PROGRAMME
PRESENTING
JOB TITLE
Registration
TOPIC / DISCUSSION POINT
TIME
Registration
07:45 - 08:10
BPeSA Welcome
08:15 - 08:20
Gareth Pritchard
CEO - BPeSA
Solly Fourie
The Head of Department: Economic Development
Provincial Government Welcome
and Tourism - Western Cape Provincial Government
08:20 - 08:30
Peter Ryan
Scott Sommers
Senior Analyst - Ovum
Senior Site Leader - Amazon Cape Town
Amazon Case Study – Why South
Africa?
08:35 - 09:20
Dave Rumble
Gavin Snell
Experience Director - Serco
Senior Sales Director - Capita
Public Sector Outsourcing - The way of
the future?
09:25 - 10:05
Tea Break
10:05 - 10:15
Tea Break
BREAKAWAY SESSION 1 - CHOOSE ONE
BREAKAWAY SESSION (CHOOSE 1)
1. Gareth Pritchard
2. Miranda Simrie
Wayne Kruger
3. Kay Vittee
CEO - BPeSA
Executive Director - KSP Management Consulting
VP/Head of Business Development Africa-Aegis
CEO - Quest Staffing Solutions
SA Value Proposition
Enterprise Development in South Africa
Aegis Case Study
South African HR challenges unwrapped
Ivonne Brauburger
William Pattison
Sales Director Europe – American Airlines
CEO - Mindpearl
BPO in South Africa – How it all started
10:15 - 11:00
11:05 - 11:45
BREAKAWAY SESSION 2 - CHOOSE ONE
BREAKAWAY SESSION (CHOOSE 1)
1. Janet Taylor-Hall
Alida Taylor
2. Kobus van der Westhuizen
CEO - Cognia Law
Partner - KPMG South Africa
CEO - Thinksmac
Lunch/Networking
David Turner
South Africa - Moving up the value chain
11:50 - 12:40
The dollar is in the data
Lunch/Networking
12:45 - 13:30
CEO - Webhelp TSC
Investing in South Africa - The Case Study 13:35 - 14:20
Martin Dove
Sandile Gwala
Alastair Niederer
Peter Ryan (Moderator)
Professor Leslie Willcocks
Managing Executive, MEA - Merchants
Executive Director - Deloitte South Africa
CEO - Teleperformance UK and South Africa
Senior Analyst - Ovum
Director Outsourcing Unit - London School
of Economics
The future of the BPO industry in South
Africa
14:25 - 15:05
Dr Taddy Blecher
CEO - Community Individual Development
Association and Maharishi Institute
CEO - Harambee Youth Employment Accelerator
BPeSA - Human Capital Manager
Founder - Symphonia / Social Entrepreneur
Skills landscape in South Africa, trends
and developments
15:10 - 15:55
PANEL DISCUSSION
Maryana Iskander
Nomzamo Ramutla
Dr Louise van Rhyn
Tea Break
15:55 - 16:05
Andrew Craig
Professor Leslie Willcocks
Senior Researcher - London School Of Economics
Director Outsourcing Unit - London School
of Economics
The South African offering unwrapped
16:10 - 17:00
Gareth Pritchard
CEO - BPeSA
Closing
17:05 - 17:15
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BPeSA Welcome
08:15 – 08:20
Provincial Government Welcome
08:20 – 08:30
Gareth Pritchard
CEO, BPeSA
Solly Fourie
The Head of Department: Economic
Development and Tourism - Western Cape
Provincial Government
Biography
Gareth has been involved in Business
Process Outsourcing (BPO) since
1998 in Europe, India and South
Africa. As Managing Director of
Lufthansa Process Management
GmbH his company organised the
Gareth Pritchard
transfer of travel related processes
offshore, both to India and to South Africa. In 1998 he
established the first international BPO operation in Cape
Town for Lufthansa. The company was subsequently
bought in 2007 by Teleperformance. As Managing
Director of Teleperformance (South Africa) he oversaw
the expansion of the centre to over 600 seats.
Gareth became a member of the BPeSA board in 2008
and took on the role of BPeSA Western Cape CEO in
November 2010. He currently also fills the role of Interim
BPeSA National CEO. He is primarily responsible for
engaging with the international community to promote
the South African value proposition and to ensure that
potential investors have the right information at hand
to make informed decisions. He is also responsible for
facilitating progress on creating the right BPO talent
pool in the South African market.
Biography
Mr Solly Fourie is the Head of
Department: Economic Development
and Tourism in the Western Cape
Government, one of the nine Provincial
Governments in South Africa. The
Western Cape is also one of the largest
Solly Fourie
economic regions in South Africa. Mr
Fourie reports directly to the Minister
responsible for Economic Development and Tourism in
the region.
Mr Fourie joined the Department (and the Public
Sector) on 15 April 2010 and before that he spent
approximately 30 years in the Private Sector, largely in
the Financial Services industry, where he held various
senior management positions including operating
as a CEO for three large corporates. He therefore
has a unique blend of experience in both the public
and private sectors of the South African economic
framework. This blend of public and private sector
experience has enabled him to bring a fresh, business
approach to the public service, where, particularly
in terms of Economic opportunities a private-sector
demand approach is paramount.
As the head of the Economic Department in the
Western Cape Government, Mr Fourie is responsible
for the creation of an enabling environment in which
businesses can grow and expand the economy, thus
leading to the creation of job opportunities. Included in
the range of economic interfaces are the responsibilities
for trade and investment promotion, entrepreneurial
development, skills promotion, innovation and the
growth of the region`s tourism sector.
Mr Fourie holds a Bachelor of Commerce degree
(Economics), an honours and a Master’s Degree
in Business Administration from The University of
Stellenbosch Business School, a leading Business
School in South Africa.
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Amazon Case Study - Why South Africa
08:35 – 09:20
Peter Ryan
Senior Analyst, Ovum
Biography
Peter leads the BPO research within
Ovum’s IT Services practice, having
started at Datamonitor, Ovum’s
parent company, in 2003. His work
within BPO/CRM includes company
profiling, offshore and outsourcing,
self-service technology and speech
Peter Ryan
solutions, national and sectoral
market segmentation/sizing, internal
and external customer satisfaction, commercial online
content analysis, and economic analysis. He has
written extensively on call centers in EMEA, Eastern
Europe, North and South Africa, and Canada, as well
as on investment in voice applications and enterprise
software market events.
Scott Sommers
Senior Site Leader, Amazon Cape Town
Biography
Scott is the head of the Amazon Cape
Town customer service site in South
Africa. The new site is providing
support for our global network.
Scott is responsible for overseeing
the operations for Amazon’s North
America team and is responsible for
the overall culture and build out of
the Cape Town site.
Gavin Snell
Senior Sales Director, Capita
Biography
Gavin leads all Business Development
activities
at
Capita
Customer
Management, after joining from
Experian in January 2013 where he led
the UK credit bureau operation. During
his career, Gavin has succeeded in
Gavin Snell
combining data, analytics, technology
and operational capabilities to help
organisations improve customer service expectations
whilst improving results. He has worked extensively
across private and public sectors and has completed
international assignments in North America, Australia,
South Africa and Denmark.
Gavin is married with 2 boys. He’s a keen rugby, cricket
and golf player when he gets the chance, although his
boys are more likely to beat him these days!
Scott Sommers
Public Sector Outsourcing - The
way of the future?
09:25 – 10:05
Dave Rumble
Experience Director, Serco
Biography
He has both the ‘stars and scars’ of outsourcing and
off-shoring from building award winning relationships
to resolving failing relationships on both large and
small contracts. Now at Serco he is uniquely placed
having an understanding of both client and supplier
perspectives. His previous roles include Sales Director
at BSkyB, Head of Outsourcing at Vodafone and Head
of Sales at Powergen.
David is Partnership Director for
Serco Global Services and has
responsibility for the Retail sector
with clients including Shop Direct
Group, Freeman Grattan Holdings
and Ideal Shopping. He has a wealth
Dave Rumble
of experience covering all aspects of
Customer Management in Business
Process Outsourcing and Off-shoring having worked in
the contact centre industry for over twenty years.
Breakaway Session
10:15 – 11:00
South Africa’s Value Proposition
Gareth Pritchard
CEO, BPeSA
Biography
Gareth became a member of the
BPeSA board in 2008 and took on the
role of BPeSA Western Cape CEO in
November 2010. He currently also
fills the role of Interim BPeSA National
CEO. He is primarily responsible
Gareth Pritchard
for engaging with the international
community to promote the South African value
proposition and to ensure that potential investors have
the right information at hand to make informed decisions.
He is also responsible for facilitating progress on creating
the right BPO talent pool in the South African market.
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Enterprise Development in South Africa
Miranda Simirie
Executive Director, KS & Partners
Management Consulting
Biography
Miranda is a highly skilled and experienced professional who has worked
in the areas of economic and social
development, SMME support, and
enterprise development for more than
10 years. Over this period, she has
Miranda Simirie
gained extensive experience in conceptualizing, implementing and managing programmes for local government, international
donor agencies, private sector companies and in academia. She has successfully run development funds
specifically focused on entrepreneurship, social entrepreneurship, and capacity building/ skills development, with responsibility for taking these programmes
from conception to evaluation.
A dynamic leader and accomplished manager, Miranda is skilled in employing sound analysis and strategic thinking to deliver effective support to diverse
individuals and businesses at all organizational levels.
Miranda brings a wealth of experience, competence
and strategic networks to her work in the areas of entrepreneurship development and promotion. She has
been credited for conceptualizing and developing the
2012 Cape Town Entrepreneurship Week, and has
been recognized for her role as Principal Researcher
and co-author of the Global Entrepreneurship Monitor (GEM) 2011 South African report. The GEM study
is the most widely cited international research project
on entrepreneurship. Miranda is a national adjudicator
for SAB’s Kickstart programme, the Impumelelo Social
Innovations Awards, and is actively involved in various
entrepreneurship development initiatives.
The Aegis Case Study
Wayne Kruger
VP/Head of Business Development Africa, Aegis
Biography
Wayne Kruger attained a Bachelor
of Commerce degree from Wits
University in 1996 before furthering
his studies with an MBA from Durham
University in the UK focusing on
business process re-engineering
for contact centre optimisation. He
Wayne Kruger
worked extensively in the IT, accounting and financial
services arenas before concentrating on the call centre
environment. Wayne joined CCN as head of business
development 2005 working closely with Kobus van der
Westhuizen to grow CCN from 100 seats to over 1000.
When Aegis acquired CCN in 2009 Wayne joined the
Aegis Business Development Team as a Vice President
for Business Development. Wayne’s responsibilities
include Business Development, CRM and External
Marketing before being promoted to Head of Business
Development.
South African HR challenges unwrapped
Kay Vittee
CEO, Quest Staffing
Biography
Kay Vittee, wife and mother of two,
started her career as a PA and broke
every glass ceiling in her journey to
become the CEO of Quest Staffing
Solutions, one of South Africa’s
leading staffing solutions providers.
Kay’s career path has seen her gain
Kay Vittee
invaluable experience in both the
services industry (20 years) and BPO Industry(10years),
as a Marketing Analyst, Retail Sales Manager,
Marketing Manager, Call Centre Manager, National
Sales Manager and General Manger, before being
appointed CEO of Quest Staffing Solutions. She’s an
astute business woman, holding a Master’s in Business
Administration, a B.Com (Banking and Economics) and
various other financial and marketing qualifications.
Amongst her many personal recognitions is the Top
Woman Award for outstanding contribution and
commitment to the empowerment of women, and the
DTI’s – CEO’s Leading the Way Award, in appreciation
of her commitment to advancing equality between
women and men in business. Under her expert
direction, Quest has won numerous awards, including
The Career Junction Award for Best Recruiter, and the
Productivity Management Review Award, based on
votes by JSE listed companies. Quest has won both
of these awards several times over the years.
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BPO in South Africa: How it all started
11:05 – 11:45
William Pattison
CEO, Mindpearl
Biography
William is the CEO and an owner of
Mindpearl, a global, 24/7, multilingual,
contact centre outsourcing company
with facilities in Spain, Australia, South
Africa and the Fiji Islands and winner
of the 2013 National Outsourcing
William Pattison
Association (UK) – Contact Centre
of the Year Award 2013. Mindpearl services clients
across the UK, Europe, the Asia/Pacific region and North
America. William has almost 25 years’ experience in the
contact centre industry, most notably within the aviation
industry. William, with his unique insight, customer
focus, and leadership, has been the driving force behind
Mindpearl’s award-winning network of multilingual,
multi-channel customer contact centre operations. He
is widely recognised as an industry leader in the creation
and development of the “follow-the-sun” concept and
24/7 contact centre networks. His major achievements
include; the successful establishment and operation
of multilingual customer contact centres for American
Airlines, Lufthansa, Swissair/ Swiss International Air Lines
and BPO Mindpearl, and his pioneering feats in setting up
new contact centres in unconventional locations, such as
South Africa in 2001 and the Fiji Islands in 2009. William
was recently awarded the prestigious 2013 National
Outsourcing Association (UK) – People Choice Award for
his contribution to outsourcing.
Ivonne Brauburger
Sales Director Europe, American Airlines
Biography
Ivonne Brauburger has worked at
American Airlines since 1998. Starting
out as part of the Regional Sales Team
in Germany, she has taken on various
roles in the International Division
working on pricing & distribution
Ivonne Brauburger
strategy, alliance and offline selling
and leading the international aa.com and reservations
team for Europe and Pacific.
Before American, Brauburger worked in the commercial
team at Northwest Airlines. During this time she
managed the first collaborative sales force integration
in the industry between Northwest Airlines and KLM
Royal Dutch Airlines in Germany.
Breakaway Session
11:50 – 12:40
South Africa - Moving up the value
chain
Janet Taylor-Hall
CEO, Cognia Law
Biography
Janet Taylor Hall
Janet is a senior executive with 18
years of experience leading service
development and growth for outsourcing
and professional services organizations
managing programmes and offshore
delivery teams spanning Europe, Manila,
India, USA and South Africa.
Janet has recently returned to South Africa after a period
of 12 years of being based in London and now spends her
time between South Africa and London.
Janet started her career as a management consultant
with Ernst & Young, initially in South Africa, then Brussels
and London. While at Ernst & Young Janet specialized
in business process reengineering and shared services
design and implementation. After leaving Ernst & Young she
worked as a member of the international law firm Clifford
Chance’s Global Operations Group leading a change
agenda supporting Clifford Chance’s efficiency and growth
strategy which included the setup of the firm’s 380 person
shared service centre in Delhi, India. She subsequently
joined Integreon, an integrated global Legal, Research and
Business Outsourcing company. Janet was Global Head
of Legal Process Outsourcing at Integreon. After relocating
with her family back to South Africa last year Janet has
founded Cognia Law. Cognia Law is a legal outsourced
service provider to corporations and law firms in Europe,
Australia and South Africa. The technology-augmented
resourcing services, with resources primarily based in
South Africa, free legal and compliance departments to
concentrate on higher value work and enable law firms to
build broader price competitive offerings to their clients.
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Alida Taylor
Partner, KPMG
Biography
Since joining KPMG in 1998, Alida
has led the Business Performance
Improvement
section.
Her
engagements focused primary on
transformation
and
performance
management and cost optimisation.
Alida Taylor
The engagements include the design,
build and implementation of business strategies, process
blue prints, developing and implementing technology
solutions and the alignment of roles and responsibilities
to the new transformed organisation. She also manages
change management activities to ensure successful
transformation.
Her main focus at the moment is Shared Service
transformation and Business Process Outsourcing
models to enable cost optimisation. She manages and
delivers complete end-to-end solutions, which includes
the feasibility study (business case), design, build and
implementation of shared services to ensure required
benefits are achieved. She also develops the Service
Level Agreements for both outsourcing and shared
Service environments. She uses her Activity Based
Costing skills to develop costing models to determine
internal or external charges to the clients within the
Shared Service environment.
The dollar is in the data
Kobus van der Westhuizen
CEO, Thinksmac
Biography
Kobus has over 20 years of experience
and expertise in Customer Service
and Customer Experience Business
Process Improvement. In September
2013, Kobus started his own company,
SMAC², a BIG Data Analytics and
Kobus v/d Westhuizen
Solutions company, focusing on
improving the Customer Experience and Journey for
global brands. SMAC²provides Customer Analytics from
BIG Data, turning data into meaningful INSIGHTs to
increase revenues and or save on operational
expenses, while enhancing the customer
experience. Prior to this, Kobus served
as Country Head and Senior Vice
President Business Development
for Aegis South Africa for 4 years, growing the business
from a start-up in South Africa, to circa $50 million per
annum in revenues. Kobus was also instrumental in
growing CCN Group, a Business Process Outsourcing
company in South Africa, growing the business to a
market leader in the BPO market within a three year
period. Since getting involved in the Customer Service
and Business Process Outsourcing markets 20 years
ago, Kobus worked in several international projects
including USA, UK, India, Australia, Singapore, Africa
and South Africa. Kobus also serves as a member of
the Board of BPeSA, Western Cape, raising awareness
of the industry’s potential globally. He is considered one
of the innovators in the BPO industry in South Africa,
having started the first Indian owned BPO company in
South Africa.
Investing in South Africa - The Case
Study
13:35 -14:20
David Turner
CEO, Webhelp
Biography
In a career spanning almost thirty
years David has been embroiled in
major change initiatives aimed at
transforming business performance.
He began his career at Marks &
Spencer where, in the late 1980’s,
David Turner
he was responsible for the creation
of M&S Direct, which grew to a £275
million business during his tenure.He left Marks &
Spencer in 2000 to take up leadership of the change
management business Trinity Horne, where he
specialised in the development of transformational
growth strategies for service businesses including NTL,
Thames Water and BT. By the time he joined Webhelp
(then HeroTSC) in 2008 his ability to identify and unlock
sources of business performance improvement had
been finely honed. Under his leadership Webhelp UK
has tripled its revenues by focusing on the delivery
of transformational change for a growing client base
of leading UK businesses and brands. In 2012 he
orchestrated the company’s acquisition by Frenchbased Webhelp, which has injected extensive digital
experience into the business and provided the company
with a strong European footprint.
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CONFERENCE PROGRAMME Panel Discussion
14:25 – 15:05
Martin Dove
Managing Executive, MEA Merchants
Biography
Martin – a familiar face within the Merchants business – was appointed Managing Executive in October 2012. Martin has extensive knowledge and experience in the Merchants’ business having started Martin Dove
as a call centre agent in 1986. Most recently, Martin has led the Global CIS business within Dimension Data and he will continue to ensure that development and articulation of Dimension Data’s strategy for the CIS business is delivered across the group. Within Merchants, Martin is responsible for leading the development of Merchants’ strategy and driving future of our business.
Sandile Gwala
Executive Director, Deloitte South Africa
Biography Sandile joined Deloitte in 1997 from
BhP Billiton. As a management
consultant at Deloitte, he has been
part of various projects, ranging
from SAP, IT audits, Outsourcing
and Public entities turnarounds.
Sandile Gwala He served, amongst others, clients
such as SAB, AstraZeneca, Royal Greenland, AECI,
Namibian Breweries, SABC, Unemployment Insurance
Fund, etc. He was appointed as a Partner at Deloitte in
June 2002 and in 2011 he was appointed as a member
of the Group Exco at Deloitte and still continue to serve
various consulting clients such as Nissan, Bankseta,
SABC, Gauteng Provincial Government, Toyota SA,
etc. Sandile is an executive responsible for managed
solutions in banking, real estate, public sector, shared
services, etc. Sandile remains a passionate mentor to
many colleagues and youngsters in South Africa.
Alistair Niederer
CEO, Teleperformance UK and South Africa
Biography
Alistair Niederer is the CEO of
the 8,000 strong Teleperformance
UK, Ireland and South Africa. As
a subsidiary of the world’s largest
and most successful customer
service
outsourcing
business,
Alastair Niederer
Teleperformance UK manages the
strategy, tactics and execution of their client’s customer
experiences. With over 80 premium clients TPUK aims to
bring the best practices operationally to those clients but
customer satisfaction whilst increasing revenue. TPUK is
industry average and Alistair Niederer has achieved this by
building a strong team of specialist leaders, who execute
on clear strategic and tactical plans, bringing the best of
TP to bear and translating this rigor and discipline into
customer experience excellence for the clients of TPUK.
Peter Ryan (Moderator)
Senior Analyst, Ovum
Biography Peter leads the BPO research within Ovum’s IT Services practice, having started at Datamonitor, Ovum’s parent company, in 2003. His work within BPO/CRM includes company Peter Ryan
self-service technology and speech solutions, national and sectoral market segmentation/sizing, internal and external customer satisfaction, commercial online content analysis, and economic analysis. He has written extensively on call centers in EMEA, Eastern Europe, North and South Africa, and Canada, as well as on investment in voice applications and enterprise software market events.
Pofessor Leslie Willcocks
Director Outsourcing Unit, London School of Economics
Biography
Professor Leslie Willcocks is Professor in Technology Work and Globalization at the Department of Management at London School of Economics and Political Science. He also heads the LSE’s Outsourcing Unit research centre. He is Editor-in-Chief of the Journal of Information I
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Technology. Leslie has a global
reputation for his work in outsourcing,
global strategy, organizational change
and managing digital business.
His clients for advisory, work,
education programmes, research
and presentations include multiple
Prof. Leslie Willocks
major corporations and government
institutions worldwide. He is co-author of 38 books. In
press for 2014 are Moving To The Cloud Corporation
(Palgrave) and The Rise of Legal Services Outsourcing
(Bloomsbury). He has published over 200 refereed
papers in journals such as Harvard Business Review,
Sloan Management Review, California Management
Review, MIS Quarterly, Journal of Management Studies
including most recently Outsourcing Business Processes
For Innovation.
Skills landscape in South Africa;
trends and development
15:10 – 15:55
Dr Taddy Blecher
CEO, Community Individual Development
Association and Maharishi Institute
Biography
Dr Taddy Blecher is the CEO of the
Impact Sourcing Academy and
Maharishi Institute and Chairperson
of Invincible Outsourcing. He is
Chairperson of the SA National
Government
task
team
on
Dr Taddy Blecher
Entrepreneurship, Education, & Job
Creation in the Human Resource Development Council
for the Deputy President, as well as the CEO of the
34-year old non-profit organisation: Community &
Individual Development Association. He is known as
a pioneer of the free tertiary education movement in
South Africa, having helped to create six free access
institutions of higher learning out of nothing, as well as
inspiring the creation of two other institutions. He is also
on the British Government Task Team for the reinvention
of higher education and skills development. Dr
Blecher co-founded the Branson Centre of
Entrepreneurship with Sir Richard Branson.
He has raised over R500 million in cash,
property and equity to support free
access to post-secondary school
education. As a result, over 10,000 unemployed South
Africans have been educated, found employment
and moved from poverty to the middle-class. These
formerly unemployed youth now have combined
salaries in excess of R300 million p.a. and expected
life-time earnings of R10 billion. Over 600 000 young
South Africans in schools have been reached with oneweek education and life-skills training courses.
He is consistently working on developing sustainable
means to help unemployed youth in South Africa gain
access to transferable skills through education, training,
jobs, and careers, thereby breaking the poverty cycle.
Dr Blecher was a 2002 World Economic Forum “Global
Leader of Tomorrow” award recipient, a 2005 World
Economic Forum “Young Global Leader of the World”,
a Skoll Global Social Entrepreneur winning a $1 million
prize for his work, an Ashoka Fellow, and has been
honoured with two honorary doctorates. In 2009 he
was named by author Tom Peters as one of his top 5
most influential entrepreneurs in the world over the last
30 years.
A qualified actuary and management consultant,
Dr Blecher is passionate about the approach of
Consciousness-Based Education, a system of
education developing the full potential of every student.
This has led the Maharishi Institute to winning the first
prize in a global competition to find the most promising
and innovative education initiative in the world in
October 2010.
I
ESSENTIALS
Maryana Iskander
CEO, Harambee Youth Employment
Accelerator
Biography
Maryana Iskander is Chief Executive
Officer of the Harambee Youth
Employment Accelerator. Harambee
partners with over 30 South African
employers to source, place and
successfully retain young, firstMaryana Iskander
time work seekers in the business
process outsourcing, financial services, insurance, retail,
hospitality, and industrial sectors. Harambee is on track
to place 10,000 at-risk youth into sustained employment
by the end of 2014 with established operations in
Johannesburg, Cape Town, Durban, and Port Elizabeth,
and mobile capacity extended to 3 additional provinces.
From 2006-2012, Maryana served as Chief Operating
Officer of the Planned Parenthood Federation of
America in New York, a nearly US$1billion operation,
and she currently sits on the board of directors. She
has been an associate at global business consultancy
McKinsey & Co., a strategy consultant for W.L. Gore
& Associates, and a law clerk at Cravath, Swaine &
Moore in New York, and Vinson & Elkins in Houston.
Maryana also served as Adviser to the President of
Rice University and as a law clerk on the United States
Court of Appeals for the Seventh Circuit. Maryana
earned a B.A. magna cum laude from Rice University,
a M.Sc. from Oxford University as a Rhodes Scholar,
and a J.D. from Yale Law School
Nomzamo Ramutla
BPeSA Human Capital Manager
Biography
Nomzamo Ramutla initially studied
to be a computer programmer but
her career aspirations took a turn
when she landed her first job in a
Contact Centre Quality Assurance
team. She has more than 10 years
Nomzamo Ramtula
customer service management and
general management experience.
Her knowledge ranges through a variety of industries
including BPO, banking and Provincial & National
Governments. She has defined strategies, frameworks,
policies and other management activities with a focus
on achieving tangible sustainable delivery. Her career
path was further modified when she changed her
focus from operations to Human Capital 4 years ago,
adjusting her focus more into managing projects that
focus on talent and skills development. Although her
initial passion and expertise remain in managing and
growing Contact Centres, her proficiency and interests
are evolving into the skills development processes that
feed into the industry. Nomzamo is an avid believer
in people and the roles they play in the successful
achievement of business and sector strategies.
Nomzamo has, for the past 18 months, managed the
Monyetla Work Readiness Programme in her role as
Programme Manager: BPS Talent Development within
the dti. Her role included marketing of the programme,
interacting with key stakeholders and funders, working
with the appointed implementing agent on monitoring
the roll-out of the project and budget management.
Her passion for talent development has made a very
difficult decision to leave the Monyetla Programme
more bearable as she moves into a broader role with
a greater potential to affect more lives through career
guidance and skills development.
Dr Louise van Rhyn
Founder, Symphonia / Social Entrepreneur
Biography
Dr Louise van Rhyn is a social
entrepreneur. She believes the
world’s huge intractable problems
can be solved through crosssector collaboration and a solid
understanding of complex social
Dr Louise van Rhyn
change. Her approach to change
is shaped by 20 years of working
as an Organisational Change practitioner. She holds
a Doctorate in Complex Social Change and has
founded a few entrepreneurial organisations. In 2010
she started the School at the Centre of Community
social change process and the Partners for Possibility
leadership development process: an innovative
process to change education in South Africa through
collaborative partnerships between business leaders
and school principals.
I
ESSENTIALS
The South African offering
unwrapped
16:10 – 17:00
Pofessor Leslie Willcocks
Director Outsourcing Unit, London School
of Economics
Biography
Professor Leslie Willcocks is Professor
in Technology Work and Globalization
at the Department of Management
at London School of Economics and
Political Science. He also heads the
LSE’s Outsourcing Unit research
Prof. Leslie Willocks
centre. He is Editor-in-Chief of the
Journal of Information Technology. Leslie has a global
reputation for his work in outsourcing, global strategy,
organizational change and managing digital business.
His clients for advisory, work, education programmes,
research and presentations include multiple major
corporations and government institutions worldwide.
He is co-author of 38 books. In press for 2014 are
Moving To The Cloud Corporation (Palgrave) and The
Rise of Legal Services Outsourcing (Bloomsbury). He
has published over 200 refereed papers in journals
such as Harvard Business Review, Sloan Management
Review, California Management Review, MIS Quarterly,
Journal of Management Studies including most recently
Outsourcing Business Processes For Innovation.
Andrew Craig
Senior Researcher, London School of
Economics
Biography
Andrew Craig heads the IT
leadership and governance stream
of Carig Ltd and is also a director
of Board Coaching Ltd. He is a
visiting Senior Research Fellow at
the London School of Economics
Andrew Craig
and Political Science UK where he
helped set up and now works
in the Outsourcing Unit. He has coached
executives, teams and boards in the
Defence Procurement Agency, the UK
Border Agency, the leisure industry,
Balfour Beatty, HSBC and
finance and fund
management companies.
In his professional Army career, as Brigadier,
he directed the recruiting operation- an annual
requirement of 16,000 people- and was responsible
for Human Resource planning for a workforce of
120,000. He commanded engineering operations
worldwide, including the first Gulf War and Bosnia,
and led the UK’s planned military response to nuclear,
biological and chemical terrorism. He was awarded an
OBE in 1992.
Closing
17:05 – 17:15
Gareth Pritchard
CEO, BPeSA
Biography
Gareth has been involved in Business
Process Outsourcing (BPO) since
1998 in Europe, India and South
Africa. As Managing Director of
Lufthansa Process Management
GmbH his company organised the
Gareth Pritchard
transfer of travel related processes
offshore, both to India and to South Africa. In 1998
he established the first international BPO operation
in Cape Town for Lufthansa. The company was
subsequently bought in 2007 by Teleperformance. As
Managing Director of Teleperformance (South Africa) he
oversaw the expansion of the centre to over 600 seats.
Gareth became a member of the BPeSA board in 2008
and took on the role of BPeSA Western Cape CEO in
November 2010. He currently also fills the role of Interim
BPeSA National CEO. He is primarily responsible for
engaging with the international community to promote
the South African value proposition and to ensure that
potential investors have the right information at hand
to make informed decisions. He is also responsible for
facilitating progress on creating the right BPO talent
pool in the South African market.
I
DELEGATES
Allens
arvato
GWENYTH TAYLOR
DEBRA MAXWELL
General Manager
COMPANY PROFILE
Allens Arthur Robinson (“Allens”) is an international law
firm with more than 1,500 personnel across 14 cities
in Australia, South East Asia and China. It combines
technical excellence and commercial insight to provide
clear cut solutions and legal advice to a broad range
of industries. Allens’ focus on excellence has led it
to many accolades including the 2008 BRW Client
Choice Awards, CFO Awards and the Chambers Global
2008 Awards. It is currently a finalist in the 2009 BRW
Awards. As a leading global law firm, Allens is focused
on being proactive and setting the standards within its
industry. Allens’ focus on the environment is reflected
by its people, whose passion and commitment to
sustainability led to the development of the Footprint
Committee. The Footprint Committee’s purpose is to
help Allens minimise its impact on the environment
PERSONAL INFORMATION
Gwenyth Taylor is currently the General Manager,
Secretarial Services & Project Management at Allens.
She has been working in the technology industry for
more than 25 years, working in systems design, user
acceptance, change management, user engagement,
business process review, and project and portfolio
management She established a busy firm-wide
PMO at Allens, and managed several major projects.
Gwenyth manages the national secretarial workforce
at Allens, bringing a fresh look at how secretaries best
support lawyers and clients, implementing standard
operating process, and introducing efficiencies
through technology and team-building. One of her
initiatives has been establishing and managing an
outsource supplier for document production and
related activities to provide an overflow service for
Allens’ secretarial and word processing staff, as we
strive to move work to where the capacity exists, to
spread peaks and troughs in workload, and provide
a better outcome for the business. Prior to working at
Allens, Gwenyth spent 10 years organising a birthday
party for Australia’s bicentennial celebrations.
Managing Director, Public Sector
COMPANY PROFILE
arvato is a trusted global business outsourcing partner
to the private and public sectors in the UK. With more
than 50 years of experience in outsourcing, arvato
combines expertise in business process outsourcing
(BPO), finance services, contact centres, loyalty
and customer retention, supply chain solutions,
and public sector and citizen services to deliver
innovative, individual solutions. arvato has longterm partnerships with some of the most respected
companies in the UK and globally, as well as innovative
public sector clients. It is a subsidiary of arvato AG,
an internationally networked outsourcing provider
with over 63,000 people employed across almost 40
countries worldwide. arvato has annual revenues of
€4.4bn contributing over a quarter of the Bertelsmann
group annual revenues of over €16.1bn. For more
information, visit www.arvato.co.uk.
Debra is responsible for arvato’s public sector
business in the UK, overseeing the negotiation and
implementation of complex public-private partnerships
and driving new BPO growth areas, including central
government, public healthcare and beyond.
As part of her role Debra will direct the strategy
for arvato’s recent contract win to operate the first
Independent Shared Service Centre (ISSC1) on behalf
of the UK Government.
Debra has a wealth of expertise and experience in private
and public sector outsourcing across senior strategic
and operational roles. Prior to her current position as
MD Public Sector, Debra was Global BPO Director for
arvato, leading the company’s global BPO partnership
with Microsoft. The role included overseeing teams in
the USA, Ireland, Mexico, Singapore and Manila and
establishing a new managed service model for Microsoft.
This partnership gained international recognition by
winning ‘BPO Project of the Year’ at the 2012 European
Outsourcing Association (EOA) Awards. Previous roles
within arvato have included General Manager Ireland and
Global Operations Director at arvato Finance Services.
Prior to joining arvato, Debra worked as Director of
Shared Services at Surrey County Council, where she
led the implementation and delivery of Shared Services
for the council.
I
DELEGATES
Avasant
DR. PRADEEP MUKHERJEE
President and Managing Partner
COMPANY PROFILE
Avasant is a next-generation management consulting,
research and globalization advisory firm servicing
global clients across the public, private and non-profit
sectors. Avasant’s experienced team of consultants,
analysts and technologists’ average more than 15 years
of industry-honed experience and have conducted
over 1,000 sourcing, IT strategy and globalization
engagements in over 40 countries worldwide.
Avasant is recognized as a leading strategic sourcing,
IT & business transformation and globalizationconsulting firm. The International Association of
Outsourcing Professionals (IAOP) has consistently
ranked Avasant among the “World Best Outsourcing
Advisors”. IAOP ranked Avasant among top 3 “World’s
Best Outsourcing Advisors’ for 2013. Vault Consulting
survey has recognized Avasant as the “Best to Work
For” management consulting firms for 2014 and also,
ranked Avasant among “Top IT Consulting” and “Best
to Work For” consulting firms for 2013. The Black Book
of Outsourcing as the ‘Number 1 BPO Advisor’ and a
‘Top 10 Full Service Advisor’ has also ranked Avasant.
Pradeep heads Avasant’s Asia & Africa operations. He
brings to Avasant, a unique blend of understanding
of outsourcing from both the buy side and sell side
perspective. Pradeep brings to Avasant over 20 years
of rich experience and expertise in Consultancy and
Management of Technology Businesses.
Pradeep’s deep knowledge regarding market
requirement and insight into buyer-supplier relations
provides him a unique perspective on the risks
and value in Global Sourcing for IT, Business and
Knowledge based services. His key strengths are
in IT Consulting & Strategy including Offshore
Sourcing Strategy, M&A, Operating Models, Cost/
Benefit Analysis, Service Provider Evaluation, Global
Risk Assessment and Management, Relationship
Management, Investment Planning, Contracting
and Outsourcing Program Management. He has
been involved in imparting Offshore Knowledge to
client in the areas of Country Analysis, Operating
Structures, Governance Model, Finance Model,
Risk Assessment and Mitigation, Vendor Evaluation
and Contract Assessment as well as successful
implementation and management of the off-shore
centers for Fortune-1000.
Pradeep joined the IT sector in early 80s and held key
responsibilities at Vice-President levels in ICL-Fujitsu
(UK) and Groupe Bull (France). He was instrumental
in setting up one of the first Offshore Development
Center in India for ICL-Fujitsu to address services
in ASEAN, Africa and Middle East markets. Later as
CEO of TCG Software (a George Soros enterprise) he
implemented and managed large offshore delivery
organizations having over 5000 employees, for
multinational clients like United Airlines, Computer
Associates, and Singapore Technologies etc.
Pradeep has supervised and provided consultancy
for implementing SAP, PeopleSoft and Oracle
Financials to over a dozen clients, worldwide. He has
advised organizations on ISO and CMM Certification.
Pradeep holds a Master’s degree in Industrial
Engineering and Operations Research from Indian
Institute of Technology (IIT) and a Doctoral degree
in Management and Expert Systems. He has been
active in the education field and has been a visiting
faculty at leading Management Institutes in India &
USA.
I
DELEGATES
Bank of America
Corporation
CallCentre.co.uk
Gobal Compliance and Risk
Content and Community Manager
CHRIS MASON
COMPANY PROFILE
The Bank of America Corporation is an American
multinational banking and financial services corporation
headquartered in Charlotte, North Carolina. It is the
second largest bank holding company in the United
States by assets.
BPO / Transformation professional with extensive
strategic, operational and delivery experience in
business services management. Recognized as having
a collaborative, partnering relationship management
style with demonstrated competencies in global service
delivery, execution and control performance. Results
oriented leader evidenced by ability to build high
performance teams capable of delivering extraordinary
operational and financial results.
Specialties:
Global Human Resources, Payroll,
Benefits, Call Center, Financial Outsourcing Services,
Shared Services Operations, Global Service Delivery,
Business Process Transformation, Talent Development,
Global Risk & Compliance, and Asset Recovery
Consulting.
LARA DOYLE
COMPANY PROFILE
CallCentre.co.uk is the online destination for the
contact centre and customer service industry. It is
updated daily with news, opinion, how to guides,
downloadable resources and whitepapers from
leading industry experts. CallCentre.co.uk is also
home to the Customer Contact Expo (previously
Call Centre & Customer Management Expo), an
essential annual 2 day event consisting of the Call
Centre Conference where 5,000 visitors and 500
exhibitors gather to network, the European Call
Centre & Customer Service Awards and the Top
50 Companies for Customer Service (a mystery
shopping and benchmarking programme).
Lara Doyle is from South Africa where she graduated
with a BA in English and History from the University
of Cape Town. After several years travelling, Lara
began her Editorial career at Pearson Education in
Hong Kong. After moving to London, Lara accepted
a position as Editor of CallCentre.co.uk (previously
print magazine Call Centre Focus). Lara has since
become immersed in the contact centre and customer
service industry and is kept busy visiting sites,
networking with industry specialists, learning about
the key challenges the industry faces, attending
and speaking at industry events and judging for the
European Call Centre & Customer Service Awards.
This year, Lara judged the Outsource Partnership
category, and was absolutely astounded to learn
the value that the right outsourcer can bring to a
business.
I
DELEGATES
Cellsecure
Cognizant
GRANT FORSDICK
RAVI NANDYALA
CEO
Grant is a degree-qualified mechanical engineer who
holds an MBA. Grant has over 20 years experience
in manufacturing and allied industries and has been
successful in growing private/family owned businesses
both organically and through acquisition from the
position of CEO/GM over the past 10 years. Grant has
worked in the mining equipment manufacture; mining
supplies manufacture, can making, clothing, plastics
and intensive agriculture/fresh produce industries.
Grant has also provided consulting services to a
number of industries using lean thinking principles
to increase enterprise value. Grants successful
application of lean thinking principles includes
financial services and businesses providing front and
back office processing services.
More recently Grant has provided advisory services
to businesses preparing to raise expansion capital.
These services include business growth and capital
raising strategies. This has led to opportunities to
assist businesses using mobile technology to fund
expansion and setup global operations. Grants
specific interest in attending the BPeSA conference
is to further investigate and research opportunities
to establish partner relationships with businesses in
South Africa that are able to provide ‘round the clock’
technical support contact centres. This will form the
framework for a 24/7 global support operation.
Director of Strategic Operations
COMPANY PROFILE
Cognizant Technology Solutions Corporation is an
American multinational information technology,
consulting and business process outsourcing
company listed on the NASDAQ.
Ravi has over 18 years of IT industry experience, 14
of which have been with Cognizant in performing
Software delivery, Project Management; Program
Management & Strategic Operations head (BPO
Practice). He is the current Director of Strategic
Operations for Cognizant.
I
Convergys
BRAAM HOFFMANN
Snr Director of Operations
COMPANY PROFILE
Convergys Corporation (NYSE: CVG) is a leading
global Business Process Outsourcing (BPO)
company specialising in contact center and customer
management services. For more than 30 years, our
unique combination of domain expertise, operational
excellence, and innovative technologies has delivered
improvements to our clients’ interactions with their
customers. Convergys has approximately 80,000
employees in over 70 customer contact centers and
other facilities in the US, Europe. Latin America, and
Asia. Convergys has been named a Fortune Most
Admired Company for nine consecutive years, and
more than half of the top 50 Fortune 500 companies
are Convergys clients.
In Braam’s current capacity, as Snr Director of
Operations in Convergys, his key responsibilities
include operational delivery and accountability, client
management and strategic planning for Convergys
operations within the APAC region. During his 13 years
in the BPO industry, Braam has been instrumental in
setting up businesses in various new locations. He
has operated in numerous countries where he has
gained extensive knowledge and industry experience
in designing, implementing and operating complex
multilingual service delivery models.
Braam is qualified in the COPC (Customer Operations
Performance Centre) standard, which is the quality
framework Convergys SEA deploys, to not only ensure
continuous improvement and operational excellence,
but also the ongoing delivery of quality outcomes for
Convergys clients. This is evident in the numerous
regional awards presented to Convergys South East
Asia for operational excellence over the past 7 years.
DELEGATES
Corrs Chambers
Westgarth
MICHAEL DO ROZARIO
Special Counsel
COMPANY PROFILE
Corrs Chambers Westgarth is a premium independent
law firm based in Australia, with strong international
alliances. Its key partnering relationships throughout
Asia-Pacific and globally allow The firm to pursue
strategic outcomes for corporations and government
nationally and across borders. Corrs is committed
to providing legal advice grounded in commercial
understanding. Moving beyond the traditional legal
needs of clients, The firm works to gain an intimate
knowledge of wider industry and business issues.
Lawyers support clients with market-relevant advice
and insight for high-level decision making. As one of
Australia’s best recognised firms, Corrs is proud of its
reputation for excellence. Its lawyers are consistently
involved in some of the largest and most significant
transactions in Australia and globally.
Corrs is ideally placed to meet the needs of clients with
cross-border transactions and projects. The firm is
noted for its extensive involvement in the Asia-Pacific
region, including China and India, and has established
strong connections with regulators, government, policy
makers and trade agencies. Corrs sits at the fore of
business and policy development and is focused
on facilitating transactions at every level throughout
Australia, the Asia-Pacific and internationally.
Michael specialises in cases that have long term
strategic implications for his clients. He is recognised
as an excellent technical and outcome focussed litigator
capable of dealing with complexity and large amounts
of information.
Michael has a wide range of high level experience in the
areas of product liability law, inquiries and investigations,
commercial litigation, constitutional law, administrative
law, insurance, insolvency, and privacy. As the Lead
Lawyer to Corrs’ Legal Technology Solutions group,
Michael is a recognised expert in the areas of electronic
discovery, privilege and information management law.
He also leads Corrs’ Legal Process Outsourcing initiative,
consulting and advising clients on strategies to realise
value in the management of their legal portfolio.
I
DELEGATES
Everest Group
Frost & Sullivan
SHYAN MUKERJEE
STEPHEN LOYND
Practice Director
COMPANY PROFILE
Everest Group is an advisor to business leaders on the
next generation of global services with a worldwide
reputation for helping Global 1000 firms dramatically
improve their performance by optimizing their front-,
mid-, and back-office business services. With a factbased approach driving outcomes, Everest Group
counsels organizations with complex challenges
related to the use and delivery of the next generation
of global services in their pursuits to balance shortterm needs with long-term goals. Established in
1991, Everest Group serves enterprises, providers of
business services, country organizations and private
equity firms in six continents across all industry
categories.
Shyan Mukerjee is a Practice Director at Everest
Group and manages the firm’s Global Sourcing
and Location Advisory Practices. He brings a wellrounded, multi-geography professional experience
as an executive advisor and industry analyst. He is
responsible for leading the firm’s work with Global
in-house Centers (GICs)/shared services of Fortune
500 companies and outsourcing service providers
on issues of global sourcing spanning strategy,
integrated delivery models, location optimization,
market entry, and benchmarking performance of
offshore operations. He also has rich experience in
supporting the investor community execute M&A in
the global technology/business services space.
Shyan is an expert on emerging global sourcing
markets and served Governments and location
development organizations across the world,
including India, Philippines, South Africa, Mauritius,
Egypt and Colombia in country competitiveness
and capacity building. He has supported the South
African BPO Marketing Sector Support Programme
since 2010. Shyan is a frequent speaker at industry
forums (e.g., NASSCOM, IBPAP, Shared Services
and Outsourcing Network, Sharedserviceslink). Prior
to joining Everest Group, Shyan worked with Boston
Consulting Group (BCG) and Infosys.
Global Program Director, Customer Contact
COMPANY PROFILE
Frost & Sullivan provides global industry analysis,
custom consulting, management and strategy
consulting, market research, market forecasts, and
insights into emerging technologies that are designed
to help you address current trends and challenges,
identify new technologies, and take advantage of
opportunities for growth.
Functional Expertise
• Twelve years of research and analytical as well as
sales and marketing expertise in the contact center
BPO market. Particular expertise in:
- Emerging trends and market dynamics in the BPO
industry
- Go-to-market BPO strategies relative to specific
vertical markets
- The competitive landscape of outsourcing vendors
in the realm of customer contact
Industry Expertise
• Experience base covering broad range of sectors,
leveraging long-standing working relationships with
leading industry participants’ Senior Executives
- Customer care/CRM/customer contact
- Business Process Outsourcing (BPO)
- Global sourcing (from the US, to offshore, nearshore
and homeshore)
Career Highlights
• Extensive expertise in the evolving customer
contact landscape
• Twelve years experience at several relevant
organizations:
- Stream Global Services - IDC
- Sakon, LLC
- MassTrade
Education
• M.A. from the Paul H. Nitze School of Advanced
International Studies (SAIS) at Johns Hopkins
University, Washington, D.C.
• B.A. from Colby College, Waterville, ME
I
DELEGATES
GBST Limited
IDC South Africa
PATRICK SALIS
LISE HAGEN
Chief Operating Officer
COMPANY PROFILE
GBST Limited is a provider of software and services to
the global financial services industry, with more than
30 years’ experience delivering innovative, robust
and reliable solutions for capital markets, securities
processing and wealth administration. Publicallylisted on the Australian Stock Exchange (ASX:GBT),
GBST employs more than 400 staff in offices across
Australia, the United Kingdom, Asia and North
America. The Company provides:• Client accounting and securities transaction
technology solutions for the finance, banking and
capital markets industry in Australia, Asia, Europe
and North America;
• Funds administration and registry software for the
wealth management industry in Australia and the
United Kingdom;
• Gateway technology to the superannuation industry;
provider of data and quantitative services offering
after tax measurement of portfolio performance
and delivery of other related services for financial
advisers and institutions in Australia; and
• Website and mobile platform design and digital
agency services focused on e-commerce and the
financial services industry in Australia and Europe.
Patrick is the Chief Operating Officer and is based in
Sydney and has been with the company for over 6
years. He has held the following previous roles within
GBST:- Chief Executive, GBST Global Broker Services from
2010 to 2012, based in London and;
- Chief Financial Officer from 2007 to 2009, based in
Sydney.
Before joining the company Patrick held senior
Executive roles in the financial services industry, most
recently as Chief Financial Officer of Virgin Money
Australia Limited. He has extensive experience
working in wealth management, equities and
derivatives broking, superannuation, mortgages and
unsecured lending.
Patrick holds a Bachelor of Accounting and is a
member of the Institute of Chartered Accountants in
Australia.
Research Manager
COMPANY PROFILE
International Data Corporation (IDC) is the premier
global provider of market intelligence, advisory
services, and events for the information technology,
telecommunications and consumer technology
markets. IDC helps IT professionals, business
executives, and the investment community make
fact-based decisions on technology purchases and
business strategy. More than 1000 IDC analysts
provide global, regional, and local expertise on
technology and industry opportunities and trends in
over 110 countries worldwide. More than 49 years,
IDC has provided strategic insights to help our
clients achieve their key business objectives. IDC is
a subsidiary of IDG, the world’s leading technology
media, research, and events company.
As Research Manager for sub-Saharan Africa, Lise is
responsible for producing IT Services, Software and
Outsourcing (IT and BPO) thought leadership and
providing advisory services. She has been engaged
in provider, location, solution and market maturity
assessments globally and across Africa, for both endusers and vendors. She has been involved in projects
for key horizontal (functional) BPO segments such as
HRO, Procurement BPO, KPO and FAO. At IDC, her
focus is on advising both end users and vendors on
market trends locally and globally, with cost saving
initiatives, including operational consolidation and
optimization currently an ongoing theme. Lise joined
IDC in April 2013 after gaining varied experience in the
consultancy and telco environment, and has a double
MA in Literature, and Anthropology.
I
DELEGATES
IT Decisions
MARK HILLARY
CEO
Mark Hillary is a British author, blogger, and advisor
on technology and globalisation. He is the CEO
of IT Decisions in São Paulo; focused on research
and advisory work. His areas of expertise involve
publishing, technology (work related, such as BPO),
and social media.. He has written several successful
books, including ‘Global Services: Moving to a
Level Playing Field’, ‘Who Moved My Job?’, ‘Talking
Outsourcing’, and ‘Building a Future with BRICs’.
Mark’s most recent book, “Reality Check: Life in Brazil
through the eyes of a foreigner”, was published in Sep
2013 and has stayed since publication in the top 20
books about Brazil sold by Amazon.
He is well known as a media commentator, focused on
globalisation, work, and technology in journals such
as The Huffington Post, Reuters, The Guardian, and
Computer Weekly.
Mark was one of the official British bloggers covering
the London 2012 Olympics. He was shortlisted
as business blogger of the year in 2009 & 2011 by
Computer Weekly and won the SSON 2011 best
blogger award.
Mark has advised the UN on the development of
the IT industry in Africa and Bangladesh, the Indian
government on service exports, and the British
government on developing a hi-tech economy – as
well as being a blogging mentor to teenage children
under the guidance of the Department for Education.
Mark is on the public diplomacy committee of the British
Ambassador to Brazil, focused on working with British
artists to promote business and tourism to the UK.
London School Of
Economics
ANDREW CRAIG
Senior Researcher
COMPANY PROFILE
The London School of Economics and Political
Science is a public research university specialised in
social sciences located in London, United Kingdom,
and a constituent college of the federal University of
London. It is ranked as one of the top social science
universities in the world. The Outsourcing Unit was set
up in 2007 within the Department of Management to
research global issues surrounding outsourcing at the
international, governmental and corporate levels. The
findings are disseminated through education, advice
and publications. The Outsourcing Unit undertakes
independent research on the trends, lessons and
the practical implications of outsourcing practices.
Through this work the Unit aims to provide a benchmark
of what works, and what does not, and so raise
the standard of knowledge in this field. By working
with governments, individuals and organisations, the
Unit provides a special means of influencing policy,
management and practice in making outsourcing
less risky, and more cost-effective. The Outsourcing
Unit regularly produces Reports and White Papers
available on its website www.outsourcingunit.org.
Andrew Craig heads the IT leadership and governance
stream of Carig Ltd and is also a director of Board
Coaching Ltd. He is a visiting Senior Research Fellow
at the London School of Economics and Political
Science UK where he helped set up and now works
in the Outsourcing Unit. He has coached executives,
teams and boards in the Defence Procurement Agency,
the UK Border Agency, the leisure industry, Balfour
Beatty, HSBC and finance and fund management
companies.
In his professional Army career, as Brigadier,
he directed the recruiting operation - an annual
requirement of 16,000 people - and was responsible
for Human Resource planning for a workforce of
120,000. He commanded engineering operations
worldwide, including the first Gulf War and Bosnia,
and led the UK’s planned military response to nuclear,
biological and chemical terrorism. He was awarded an
OBE in 1992.
I
DELEGATES
London School Of
Economics
MyNetFone
Director Outsourcing Unit
Chief Operating Officer
LESLIE P. WILLCOCKS
COMPANY PROFILE
The London School of Economics and Political
Science is a public research university specialised in
social sciences located in London, United Kingdom,
and a constituent college of the federal University of
London. It is ranked as one of the top social science
universities in the world. The Outsourcing Unit was set
up in 2007 within the Department of Management to
research global issues surrounding outsourcing at the
international, governmental and corporate levels. The
findings are disseminated through education, advice
and publications. The Outsourcing Unit undertakes
independent research on the trends, lessons and
the practical implications of outsourcing practices.
Through this work the Unit aims to provide a benchmark
of what works, and what does not, and so raise
the standard of knowledge in this field. By working
with governments, individuals and organisations, the
Unit provides a special means of influencing policy,
management and practice in making outsourcing
less risky, and more cost-effective. The Outsourcing
Unit regularly produces Reports and White Papers
available on its website www.outsourcingunit.org.
Leslie P. Willcocks is Professor in Technology Work
and Globalization at the Department of Management
at London School of Economics and Political
Science. He also heads the LSE’s Outsourcing Unit
research centre. He is Editor-in-Chief of the Journal of
Information Technology.
Leslie has a global reputation for his work in
outsourcing, global strategy, organizational change
and managing digital business. His clients for
advisory, work, education programmes, research and
presentations include multiple major corporations and
government institutions worldwide.
He is co-author of 38 books. In press for 2014 are
Moving To The Cloud Corporation (Palgrave) and The
Rise of Legal Services Outsourcing (Bloomsbury). He
has published over 200 refereed papers in journals
such as Harvard Business Review, Sloan Management
Review, California Management Review, MIS
Quarterly, Journal of Management Studies including
most recently Outsourcing Business Processes For
Innovation.
BEN DUNSCOMBE
COMPANY PROFILE
MyNetFone was founded in 2004 and was listed
on the ASX in mid 2006. Since then, the Group has
earned its stripes in the industry, experiencing rapid
growth in less than a decade, from a new-comer to
establishing itself as a peer to Tier 1 incumbents and
the largest player in Voice-over-IP communications in
Australia.
The MyNetFone Group has made the investment in
building its own network and interconnecting with
incumbent carriers. Stepping up as an independent
equal to its longer-established peers, the Group
challenged the status quo, while others relied on
wholesalers and languished at the mercy of their
anti-competitive resale and wholesale conditions.
While playing by the established rules, the Group is
not buying into the status quo – instead, MyNetFone
has chosen to be an advocate for technological
innovation, encouraging consumer adoption and
migration to new voice communications technology.
As an independent player that has recently overcome
the challenges to become a fully- fledged Carrier,
the MyNetFone Group brings a fresh perspective on
what changes the industry needs to keep pace with
technological advancements.
The company’s success can be attributed to a focus
on innovation, investment in developing intellectual
property and a commitment to providing high-quality,
Australian-based customer service. The Group has
been recognised for its efforts, winning numerous
awards including the Deloitte Technology Fast 50 and
500 (2008, 2009, 2010 and 2012), Money Magazine
Product of the Year (2007), PC User Product of the
Year (2005) and many others.
Ben Dunscombe is the Chief Operating Office for
MyNetFone and is based in their Sydney offices. A
veteran of the telecommunications industry with over
15 years of senior leadership roles in emerging markets
and start up’s. Ben is a seasoned professional also in
new business development and technical solutions
consulting and brings a depth of experience to the
MyNetFone team. His role as COO of MyNetFone
is highly focussed on continual improvement for his
customers and this is demonstrated by his personal
commitment to leading the Operations Business Units in
the group to be the best at what they do and questioning
the status quo whilst looking for improvements.
I
DELEGATES
Nelson Hall
Origin Energy
Rachael Stormonth
GLENN WATKINS
Senior Vice President
COMPANY PROFILE
Founded in 1998, NelsonHall is the industry’s leading
BPO and outsourcing analyst firm. Following a
disciplined evidence-based methodology NelsonHall
facilitates accurate decision-making through timely
access to current and objective marketplace
information.NelsonHall works closely with clients to
create a value based relationship based on unrivalled
outsourcing knowledge to act as a trusted advisor,
providing answers and making business sense of
the complexity and challenges faced by both service
buyers and service providers within the global
outsourcing market.
Rachael Stormonth is Senior Vice President at
NelsonHall where she has global responsibility for
multiple programs including:
• Key Vendor Assessments, from which she has
acquired deep knowledge of key vendors in the
ITO and BPO industries
• The NelsonHall Industry Insight database
• Procurement BPO, where she was the first analyst
globally to provide a realistic account of the global
BPO market size.
Rachael also has day-to-day responsibility for many
aspects of NelsonHall’s overall research. She is also
sought after by clients for a variety of custom research
and advisory engagements.
Rachael is widely recognized to have a close
understanding of individual ITO and BPO vendors’
specific capabilities and strategies, of the commercial
and business significance of current developments in
the market, and also of global developments in BPO
and ITO contracts. This knowledge and insight is of key
value in helping clients with their sourcing strategies.
Rachael is frequently sought after to present her
insights to both large and private audiences. She
is also a regular columnist in Outsource Magazine.
Rachael joined NelsonHall in September 2001.
Rachael’s academic qualifications include an MBA
(distinction) from Warwick University and a BA from
Nottingham University.
Category Manager
COMPANY PROFILE
Origin is proudly Australia’s leading integrated energy
company – exploring, generating and delivering
energy solutions locally and internationally. We deliver
today’s energy needs to over 4 million electricity,
natural gas and LPG customers, making us Australia’s
largest energy retailer. With significant investments in
gas exploration and renewable energy technologies
such as geothermal, hydro, wind and solar, we’re
also searching for and creating tomorrow’s energy
solutions. We are committed to fostering a diverse
and inclusive work environment.
I
Outsourced Business
Solutions
Ovum
Owner
Senior Analyst
PAUL LUKETICH
COMPANY PROFILE
The Australian Business Process Outsourcing
Association (ABPOA) has been established to promote,
nurture and support the BPO sector in Australia. Our
vision is to transform the nature of businesses in
Australia through BPO. We will foster understanding
and growth-driven collaborative relationships for all
our members and partner organisations. ABPOA
objectives: Strengthen the brand equity of the BPO
sector in Australia as a professional and integral part of
the business landscape .Partner with the Government
of Australia and State Governments in formulating
policies and legislation that impact upon the BPO
sector. Encourage and facilitate members to uphold
world class quality and service delivery standards.
Aim to uphold Intellectual Property Rights. ABPOA
Membership - ABPOA welcomes members, companies
Paul Luketich is an excellent senior manager with
20 years strategic planning capability with a strong
commercial and operational focus both locally in
Australia and Internationally. An industry veteran of
the IT and Telecommunications segments in Australia,
Paul has been instrumental in the development of new
markets always with a clear bottom line focus. Paul
has successfully led the adoption of global Software
solutions to this market. Paul’s previous role was to
launch and lead the Noble Systems Brand in Australia
where he recently spearheaded the acquisition process
of a well know WFM brand for the company.
Paul has also worked at board levels and currently
sits on the Australia Business Process Outsource
Association (ABPOA) as a Board Member. He has
dedicated his time working on major industry councils
including the Australian Teleservices Association (ATA)
and currently continues to holds a seat on the council
for ADMA. Paul has a comprehensive grasp of the
Global Contact Centre Industry coupled with pragmatic
understanding of delivery methods within the Business
Process Outsource (BPO) operations universe. Most
recently, Paul has worked with numerous organisations
within a consultative nature to delivery strategic BPO
arrangements for his clients within the Asia Pacific
Region.
DELEGATES
PETER RYAN
COMPANY PROFILE
Ovum Ltd. is an independent analyst and consultancy
firm headquartered in London, specializing in global
coverage of IT, and telecommunications industries.
Peter leads the BPO research within Ovum’s IT
Services practice, having started at Datamonitor,
Ovum’s parent company, in 2003.
His work within BPO/CRM includes company profiling,
offshore and outsourcing, self-service technology
and speech solutions, national and sectoral market
segmentation/sizing, internal and external customer
satisfaction, commercial online content analysis, and
economic analysis.
He has written extensively on call centers in EMEA,
Eastern Europe, North and South Africa, and Canada,
as well as on investment in voice applications and
enterprise software market events.
I
DELEGATES
Paribis Group
Sitel
JASON POWELL
JOE DOYLE
COO
COMPANY PROFILE
For over a decade, the Parabis Group has been
dedicated to providing high-quality services and
delivering innovative, practical solutions to the
insurance industry. From legal support for defendants,
uninsured loss recovery for insurers, to risk
assessment and insurance fraud, our committed team
of professionals combines considerable experience
with commercial expertise to ensure our clients’
operations run smoothly – working in partnership
to help minimise complications and maximise costefficiency.
Jason Powell qualified as a Chartered Management
Accountant in 1996 and has since also qualified as
a Cranfield MBA. Jason joined Parabis Group earlier
this year as Group Chief Operating Officer; Parabis
provides legal services to the Insurance Industry as
well as incorporating rapidly growing claims handling,
loss adjusting health and safety and rehabilitation
divisions.
Jason joined Parabis from Capita Group PLC where
he was Executive Director and Chief Executive
Officer, Health Division. Prior to Capita, Jason lead
a successful Private Equity transaction as Chief
Executive of Premier Medical Limited. Jason has
lead over 10 acquisitions across Heath, Legal and
Insurance markets and is an experienced business
operator.
Jason is husband to Helen and father to their four
Children. He is a keen athlete participating in many
long distance triathlon and cycling endurance events.
Vice President, Global Marketing
COMPANY PROFILE
As caring for customers becomes the differentiator
that drives consumer spend, Sitel is advancing its
position as a world leader in outsourced customer
care innovation.
With over 28 years of industry
experience, Sitel’s 58,000 employees support clients
with CRM contact centre services that provide
predictable and measurable Return on their Customer
Investment by building customer loyalty, increasing
sales and improving efficiency.
Sitel’s global
solutions include customer acquisition, customer
care, technical support and social media programs.
Support operations span from home based agents
to 100+ domestic, nearshore and offshore centres in
23 countries across North America, South America,
Europe, Africa and Asia Pacific. Sitel manages client
programs on behalf of some of the best known brands
in the world in 40 languages. Sitel is privately held
and majority owned by Canadian diversified company,
Onex Corporation.
Joe Doyle is Vice President, Global Marketing at Sitel.
Joe has been with Sitel for 6 years and is responsible
for Sitel marketing strategy, lead generation, corporate
communications, branding, analyst relations and
business intelligence. A 20 year veteran of the sales
and marketing profession, Joe has previously held
senior positions at companies including Azzurri
Communications, Kingston Communications, Npower
and Cable & Wireless. Joe has a BA in Business
Administration and lives in Surrey, England.
I
DELEGATES
Stellar Pacific Ltd
TDR Capital
ERICA JOHNSON
JIM MOORE
General Manager Business Solutions
COMPANY PROFILE
Stellar is a leading provider of outsourced contact
centre and business process solutions. Operating
globally, Stellar handles over 300 million customer
interactions every year. Since 1998, world leading
companies have entrusted customer contact to Stellar.
Our industry expertise spans Telecommunications,
Banking, Utilities, Consumer and Retail, Public Sector,
Travel, Health and Restaurants. As the voice of our
clients’ brands, Stellar delivers positive outcomes
on every customer interaction. Our contact centre
mediums extend beyond voice services to embrace
social media, web and 3DTelepresence Video. Stellar
offers a comprehensive range of outsourced services,
including Customer Service, Acquisition, Retention,
Technical Help Desk, Collections, Directory Assistance,
Relay for the Hearing Impaired and Restaurant Orders.
Additionally Stellar can assist businesses make in
house operations more effective with Knowledge
Management, Quality Assurance and Customer Analytic
solutions which provide clients with in-depth reporting,
trend analysis and customer insight. Stellar’s services
are underpinned by our focus on quality, data security
and regulatory compliance. Stellar is passionate about
our people, their development and rewarding great
performance. As a result our people are passionate
about helping customers and achieving client goals.
Erica has worked in the outsourced contact centre
industry for more than 12 years, and joined Stellar
in 2003.
With extensive experience in operations, quality and
strategic account management, Erica has worked with
both clients and operating centres across Australia
and the Philippines.
A certified PRINCE2™ practitioner, Erica is currently
responsible for project implementation, marketing
and digital product offerings, and the development of
effective customer solutions.
Operating Partner
COMPANY PROFILE
TDR Capital is a highly selective private equity firm
with a track record of investing in businesses that
have delivered excellent returns for investors.
The Company was founded in 2002 and currently
manages funds worth €2.6 billion on behalf of a range
of sophisticated investors. The team has collectively
completed transactions with an aggregate value in
excess of €15 billion.
Jim joined TDR as an Operating Partner in October
2010. He works closely with the management of
portfolio companies Stonegate and Lowell Group,
where he has focused on major technology initiatives,
organisation and other human resource issues,
procurement activities and strategy development.
Prior to joining TDR, Jim worked for seven years at US
online grocer FreshDirect, where he was Senior Vice
President. He is member of the District of Columbia
and Virginia bars. Jim received a BA in Philosophy
I
DELEGATES
Timberlake and
Associates
Whitesight Solutions
Principal
Chief Financial Officer
DEBORAH ELLIS TIMBERLAKE
Deborah Ellis Timberlake has extensive global
experience as an operation leader in payroll
services, HR, benefits and contact centers for
retail, manufacturing, finance, consumer goods
and technology companies in shared service and
outsourcing models. Deborah is an expert in strategic
solutions for functional operations and business
transformation execution, executive compensation
planning and taxation, business continuity and
disaster recovery planning, and acquisition strategy
for consolidating organizations for several Fortune
500 companies. As an Internationally acclaimed
speaker, Deborah is also a published author and
editor of the Payroll Answer Book 2013, 2012 and
2011, white papers and articles on outsourcing and
business continuity planning.
Since it’s inception, Timberlake and Associates has
been a leader in the field as a consulting practice for
HR/Finance, domestic and global strategies, business
transformation,
shared service and outsourcing,
business continuity and disaster recovery planning,
team development and training. The firm also
specializes in global and domestic operations,
business process outsourcing, shared service
organization, business transformation, strategic
development, product development and management,
business continuity and disaster recovery planning
and implementation, taxation, team coaching and
development and training.
As an accomplished decision maker in payroll,
human resources, training, and benefits, Deborah has
repeatedly and successfully designed, enhanced and
implemented complex service delivery models for
several Fortune 100 companies. Deborah has been
able to pioneer and execute successful, profitable
business process models for payroll and benefits
outsourcing businesses. She has global operational
expertise in HR, benefits, payroll, time and attendance,
and contact centers, specializing in shared services
and outsourced environments. She is also a speaker
at global and regional conferences, business advisory
groups and webinars.
ANDREW LORKING
INFORMATION
Andrew began his career as a Chartered Accountant
before moving into investment banking. He worked
on the origination, structuring and implementation of
structured finance transactions in South Africa and
Australia from 1994 to 2005. Andrew then worked
with a boutique asset management company in
Sydney, Australia as Portfolio Manager managing
third party money in portfolios of structured credit
funds as well as developing and executing investment
products from 2005 to 2007. Andrew gained valuable
experience in managing the outsourcing relationship
of middle and back office functions during this period.
Andrew has since raised capital and consulted
at a strategic level to a number of growth phase
businesses, in industries as diverse as agriculture
equipment, loyalty rewards, medical devices,
telematics and SaaS. He has also consulted in lean
thinking principles to various companies in financial
services and businesses providing front and back
office functions.
Andrew is currently a shareholder in an Australian
company involved in the rolling out of a global strategy
for an enterprise grade SaaS, managing a range of
products and services in mobile corporate work flow,
productivity and risk management.
I
Xchanging
MARGARET SPINK
Managing Director, HR Outsourcing
Services
COMPANY PROFILE
Xchanging is a mature provider of outsourced HR services
with well over 10 years’ experience. Xchanging HR
Services helps clients from the defence, manufacturing
& securities sectors build leading HR capabilities by
integrating our services into their organisation. We work
in partnership with our clients to improve their business
performance through increased standardisation,
efficiency and by enabling them to make better decisions
through real-time HR insights. Our highly experienced
team of administrators, advisors and subject matter
experts utilise the very latest Cloud-based HCM
platforms, spanning the entire employee life-cycle. This
means we are not only flexible and adaptive to our clients’
changing needs, but also our day-to-day interactions are
through a modern, consumer-like user interface.
Margaret joined Xchanging in January 2011 as part of
a new Senior Management Team tasked with leading
the transformation of the whole Multi-Process HRO
and Payroll Shared Services businesses. The team
have restructured and modernised the service offerings,
operating model and commercial constructs serving their
defence, manufacturing and securities customers in the
UK, Middle East and Europe. In addition to taking on her
role as Managing Director of Xchanging HR Services,
Margaret was appointed to the EMEA Board of Directors
of the HR Outsourcing Association in 2011. She is an
enthusiastic advocate of moving the industry forwards
and exploring the benefits which recent advances in
technology and predictive analytics can deliver.
Previously Margaret was a Senior Executive in
Accenture’s Business Process Outsourcing business.
She led the EMEA HR Transition and Transformation
practice and held a number of senior leadership roles on
the largest global HR, Learning, F&A and Procurement
outsourcing engagements.
Margaret also spent 7 years with IBM Business Consulting
and Global Services where she specialised in leading
complex System Integration and ERP Implementation
programmes globally, working in both the Industrial and
Telecommunications sectors. She started her career
as an engineer, designing and implementing process
control systems in oil and gas, power generation,
aerospace and manufacturing industries worldwide.
DELEGATES
Well done Serco South Africa
Just over a year ago Serco Global Services, an industry giant worldwide, opened for business
in Cape Town. Globally, Serco serves a range of international and domestic customers in
sectors such as banking, insurance and retail. Our entry into South Africa supports our
corporate strategy to enter new geographies, where we see growth potential for our services.
Our team has hit the ground running:
•
•
•
•
•
•
More than 2.5-million calls answered
Just over 350 local staff trained and recruited
High customer satisfaction scores received out of Cape Town
Operational speed exceeded expectations for quality and service delivery
Excellent English capabilities and domain expertise in various sectors
Business advantage of a similar time zone to the United Kingdom
Visit www.sercoafrica.com
Twitter @SercoGlobal_SA
Facebook page /sercoafrica
Serco Global Services (pty) Ltd
2nd Floor, 122 Newspaper House
Cape Town 8001 | South Africa
careers@sercoafrica.com
MEMBER OVERVIEW
OPERATORS:
International Outsourcers:
Domestic Outsourcers:
COMPANY WEBSITE
COMPANY WEBSITE Aegis www.aegisglobal.co.za
118 Contact www.118contact.com
Capita www.capita.co.uk
Achievement Awards www.awards.co.za
Chase Response www.chaseresponse.com
ForwardSlash www.forwardslash.com
Askosca www.askosca.com
Buzzline www.performrewards.co.za
Merchants Asda / iiNet / www.merchants.co.za Everything Everywhere
Debt Trackers www.debttracker.co.za
Mindpearl EOH BPO www.eoh.co.za
Mango 5 www.mango5.co.za
Pixelfaerie Business Services
Pouchel Holdings (Pty) Ltd www.pouchel.co.za
SA Commercial www.sa-commercial.co.za
Solluco www.solluco.co.za
The Data Factory www.datafactory.co.za
Voice Contact www.voicecontact.co.uk
Domestic Captives
COMPANY WEBSITE Capfin (Pty) Ltd. www.capfin.co.za
Capitec www.capitecbank.co.za
Direct Axis www.directaxis.co.za
Engen Petroleum Limited
www.engen.co.za
Metropolitan Health www.mhg.co.za
Old Mutual www.oldmutual.com
The Foschini Group www.tfg.co.za
www.mindpearl.com
www.pixelfaerie.com
Serco Global Services www.sercoafrica.com
(Pty) Ltd
Teleperformance www.teleperformance.com
Webhelp Group www.webhelp.com
WNS Global Services (Pty) Ltd
www.wns.co.za
Wonga Customer Service (Pty) Ltd
www.wonga.com
International Captives:
COMPANY WEBSITE
Amazon www.amazon.com
Sanclare Financial www.sanclare.co.za
Shell www.shell.com
MEMBER OVERVIEW
VENDORS:
Technology:
COMPANY
WEBSITE
1Stream
www.1stream.co.za
Bridgenti (Pty) Ltd
www.bridgenti.com
Dimension Data
www.dimensiondata.co.za
Excelian
www.excelian.com
Inter-Active Technologies www.inter-active.co.za
Intuate Group (Pty)Ltd www.intuategroup.com
Jascomp Systems
www.jascomp.co.za
Property:
Training:
COMPANY
Drive2MPower
WEBSITE
www.drive2mpower.co.za
I-fundi
www.i-fundi.co.za /
www.i-fundi.com
M’PowerMax
Training Solutions
www.mpowermax.co.za
Omni HR Consulting
www.omnihrc.com
People Solutions
www.psolutions.co.za
Primeserv Corporate
Solutions
www.primeserv.co.za
PMI - South Africa
www.pmi-sa.co.za
COMPANY
WEBSITE
Quality Solutions
www.qualitysolutions.co.za
Baker Street
Properties
www.baker-street.co.za
The Training Room
Online
www.thetrainingroomonline.com
Maxigroup
www.maxigroup.net
Sensory Intelligence
www.sensoryintelligence.co.za
Consulting:
COMPANY
WEBSITE
Braxton Group
www.braxtongrp.com
Indutech
www.indutech.co.za
JLP Consultants CC
www.jlpconsultants.co.za
KS and Partners
www.kpsconsulting.co.za
Management Consulting
LCT Solutions
www.lctsolutions.co.za
Transparent S.A.
(Pty) Ltd
www.transparentsa.co.za
Turner & Townsend
www.turnerandtownsend.com
Training:
COMPANY
WEBSITE
Recruitment:
COMPANY
WEBSITE
CallForce
www.callforce.co.za
CR Solutions
www.crsolutions.co.za
Human Alliance
www.humanalliance.co.za /
www.humanalliancerecruitment.co.za
Khatala Staffing
www.khatalastaffing.co.za
MPC Recruitment
www.mpc.co.za
Quest
www.quest.co.za
Teleresources
www.teleresources.co.za
Interior Design:
COMPANY
WEBSITE
Decam Projects
www.decam.co.za
Bytes People Solutions www.bytespeoplesolutions.co.za
Design 360
www.d360.co.za
Bwise Training Solutions www.bwisetraining.co.za
DHK Thinkspace
info@dhkthinkspace.co.za
BYC Aqua Solutions www.byc.co.za
Contact Centre
Dynamics
www.ccdynamics.co.za
PLATINUM CONFERENCE SPONSOR
INVESTOR DINNER SPONSOR
INVESTOR LUNCH SPONSOR
Over the years, WNS Global Services SA (Pty) Ltd has built
a reputation as an industry leader, partnering with globally
leading companies to deliver best-in-class BPO services
within their respective fields of operations.
We have won numerous industry awards by delivering worldclass Business Process Outsourcing services to major local
and international players in the telecommunications, financial
services and insurance, travel and leisure and utilities
industries – some of our clients are among the biggest local
and international players in their respective fields.
Listed on the New York Stock Exchange (NYSE: WNS), WNS
(Holdings) Limited has more than 25,000 employees operating
across 31 delivery centres in ten countries, including China,
Costa Rica, India, the Philippines, Poland, Romania, South
Africa, Sri Lanka, UK and US. WNS manages the operations
of more than 200 clients, many on the Fortune 500 list, across
nine industry verticals.
GOLD CONFERENCE SPONSOR
Webhelp South Africa is part of the Webhelp Group, which provides
comprehensive customer lifecycle management services across
a range of digital, social and traditional voice channels to an
international client base. Webhelp operates from 2 locations across
South Africa, 10 sites in the UK and 25 across Europe and Africa.
The Group provides multi and omni-channel services to more than
130 clients across the world including BT, Cisco, FedEx, Groupon,
Sky and Vodafone.
Webhelp has trebled its revenues in the past five years by focusing
on value-based outsourcing, channel expansion and use of crosschannel analytics to create optimal customer journeys.
Continuing its global expansion, the Webhelp Group launched
Webhelp South Africa earlier this year with state of the art centres
in Cape Town and Johannesburg. Webhelp SA plans to recruit
1000 people over the next 12 months to deliver BPO and customer
experience management solutions for clients globally. This South
African venture will give Webhelp the ability to service international
contracts, operating a blended onshore, offshore and near shore
model.
PLATINUM CONFERENCE SPONSOR
Mindpearl winner of the National Outsourcing Association (UK) –
Contact Centre of the Year Award 2013 for outsourcing excellence.
Mindpearl is a BPO specialist focusing on international, high
quality contact centre operations.
Mindpearl’s management are the majority shareholders in the
business, which allows clients a direct route to the top level
stakeholders. With an emphasis on inbound customer support,
through multiple communication channels encompassing phone,
e-mail, web chat and social media, Mindpearl supports global
brands in the aviation, leisure, telecommunications, retail and
weight management industries. Mindpearl have a reputation for
‘spin on a dime’ flexibility and will challenge convention, improve
your service offering and deliver a superior customer experience.
Our success lies in our ability to offer cost effective, tailor made,
intimate solutions focused on innovation, quality, and valueadd. With our highly skilled, motivated multilingual workforce
and our strategically located ‘Follow the Sun’ locations, in
Brisbane, Barcelona, Cape Town and Suva, Fiji, we have the
know-how, experience and resources to maximise your business
performance and profitability – so why not ‘Make the call’.
GOLD CONFERENCE SPONSOR
Capita, being the UK’s leading outsourcing and professional
services company, acquired Full Circle in July 2012 with the
ambition to become a global player in the BPO sector. Capita
recognised South Africa as a leading offshore destination resulting
in a substantial investment offering serious commitment and the
opportunity to build a solid foundation, this way becoming a
significant employer with plans to employ more than 2000 people
by 2015.
We tailored our recruitment process to create a sustainable
labour pool and have increased speed to competence without
compromising on quality or impacting customer brand, also
investing a substantial amount in our people thereby ensuring we
create future leaders at international standards.
Our offering is to focus on staff at all levels, demonstrating our
commitment to the customer and the client. We also ensure that
the performance and objectives of the centre are in line with the
company goals, and show a clear regard for the protection of the
outsource industry. As a start-up organisation with origins in the
UK we inherited established benchmarks, however as a South
African entity we ensure that these have taken South Africa into
consideration creating our own unique culture and voice.
SILVER CONFERENCE SPONSOR
Aegis is a global outsourcing and
technology company committed
to impacting clients’ business
outcomes by focusing on enhancing
customer experience across all
touch points and channels.
Aegis was founded 30 years
ago and has operations in 56
locations across 13 countries
with
more
than
55,000
employees. Aegis services over
300 clients from verticals such as
Banking and Financial Services,
Insurance, Technology, Telecom,
Healthcare, Travel & Hospitality,
Consumer Goods, Retail, and
Energy & Utilities. The company
is wholly owned by Essar, a USD
39 billion conglomerate. Aegis
Outsourcing South Africa (Pty)
Ltd, previously CCN was started
in 1996. It has seen a 30% yearon-year growth on the back of a
strong sales drive into the local
market, as well as attracting
offshore clients. In June 2012,
Aegis expanded its operations to
Durban serving 3 major clients, of
which two are located in the UK.
Aegis provides two key elements
it believes make for a compelling
proposition. Firstly Aegis focuses
on driving effectiveness by
focusing on the key drivers of
operational excellence. Secondly
Aegis aims to reduce costs by
providing focus on efficiency
and by providing the necessary
management processes and
practices.
Aegis has crafted
a wide range of services that
specifically targets every point
of business and customer
interaction. Its comprehensive
suite of solutions specifically
manages, enable, and extend
the client’s complete business
experience.
EVENT PROGRAMME SPONSOR
Quest Staffing Solutions (PTY) LTD is a black empowered
leading white-collar recruitment and staffing company in
South Africa and Africa.
Since 1974, Quest has been investing in the future by
facilitating employment and developing skills in thousands
of young South Africans, and in so doing, we have ensured
the sustainability and success of our business and the
businesses of our many Clients.
Our services include Permanent Staffing, Flexible Staffing,
Field Marketing, Response Handling, Contingent Workforce
Management and Outsourced Payroll.
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider
of contact center automation, unified communications, and business
process automation software and services designed to improve the
customer experience.
The company’s unified IP business communications solutions, which
can be deployed on-premises or via the cloud, are ideal for industries
such as financial services, insurance, outsourcers, collections, and
utilities.
The company is among Forbes Magazine’s 2011 Best Small
Companies in America and Software Magazine’s 2012 Top 500
Global Software and Service Providers.This year it has received
the Frost & Sullivan South African Hosted Contact Centre Market
Product Leadership Award. Interactive Intelligence was founded in
1994 and has more than 5,000 customers worldwide.
The company employs more than 1,400 people and is headquartered
in Indianapolis, Indiana. It has offices throughout North America,
Latin America, Europe, Middle East, Africa and Asia Pacific.
In South Africa Interactive Intelligence can be reached at +27 87 825
0900 or info.za@inin.com; on the Net: www.inin.com/za
Launched just over a year ago Serco
South Africa has processed more
than 2.5-million calls since opening
for business in 2012. The global
Business Process Outsourcing (BPO)
firm, which has an international staff
of more than 120 000 employees in
30 countries, has employed more
than 350 local staff. South Africa is a
great location for enabling innovation
across Serco’s service capabilities, in
particular the brand’s digital service
capabilities. Based on the country’s
extensive talent pool in financial
services, compliance and insurance,
higher value services, including
shared services and complex back
office operations, are on the cards.
Globally, Serco serves a range of
international and domestic customers
in sectors such as banking, insurance
and retail. The company’s entry into
the region supports their corporate
strategy to enter new geographies,
where they see growth potential for
their services. South Africa brings a
large talent pool to the table, offering
excellent English capabilities and
domain expertise in various sectors,
including financial services and
insurance. It also brings advantages
of a similar time zone to the United
Kingdom. With the announcement of
further investments and the creation
of many jobs, South Africa is fast
becoming a hot destination for the call
centre and BPO sector. Currently the
sector is worth an estimated R8-billion
to the economy and employs 38 000
people. South Africa has emerged as
a valuable offshore delivery location,
which offers excellent infrastructure,
an expanding talent pool, great
customer experience and attractive
cost saving opportunities. The sector
has delivered a massive boost to the
region’s economic growth and has
created a number of opportunities,
especially for young job seekers,
the demographic with the highest
rate of unemployment in the region.
By continually developing offshore
opportunities
and
contributing
to job location, investing in skills
development and sharing our global
best practices, Serco aims to make
a meaningful contribution towards
social and economic development.
Neotel is a telecommunications network operator that
caters for wholesale, business and home customer
needs. We deliver services that reduce the cost of
doing business through the optimal use of advanced
technologies. We are South Africa’s first converged
telecommunications network operator. This means that
voice, data and Internet is now offered over a single
connection.
We provide a range of value-added voice, internet
and data services for business, wholesale network
operators, network providers and consumers. In other
words from the telephone handset at home to the data
centres that have become the epicentres of local and
international business. Additional services include
Virtual Private Networks, hosting and satellite services.
Our various telecommunications licences, Electronic
Communication Network Service License and Electronic
Communication Network License, allow us to provide
the entire range of telecommunications services. Neotel
covers all major metropolitan areas of South Africa. Our
coverage expands on a regular basis.
Headset Solutions (Pty) Ltd. has been in the
telecommunications business for 26 years. We are the sole
distributor of Plantronics products and services in South
Africa.
The company has offices in Gauteng and the Western Cape
in South Africa, plus supply into SADC via our partners.
For decades, contact centres worldwide have turned to
the trusted brand, Plantronics, for clear and precise sound.
Plantronics delivers an unparalleled audio experience and
quality that reflects our more than 50 years of innovation and
customer commitment.
Plantronics is a market leader globally and in South Africa.
In 1969, a Plantronics headset carried the historic first words
from the moon: “That’s one small step for man, one giant
leap for mankind.” From the man on the moon to the man
on the street, Plantronics is an innovation leader dedicated
to creating quality communication solutions for the planet.
VVM Global Services is part of the VVM Group of Companies with 15 years of experience in the BPO and Call Centre Industry; we are able
to provide unrivalled, professional and specialised services .With deep domain expertise and extensive resources, we have all the technical
skills and know-how to provide tailor made solutions support our product offering: Account Receivables Management, Debt Collection
(Early/Late Stage), Legal Recovery, Customer Service, Back Office (Transactions and Claims Processing), Inbound and Outbound Support,
Queries Handling, Emails and Fax Responses, Help Line /Hotline, Telemarketing, Project Management. Process Reengineering and Quality
Assurance Training. VVM Global Services trusts and believes in our strongly motivated team, proud of their devotion to quality and high
standards of client service. VVM Global Service prides itself in offering the best practices in the Business Process Outsourcing in the Credit
and Finance markets.
VVM Global Services utilises “BEST of BREED” technology in its infrastructure such as: Avaya Predictive Dialer, Spescom DataVoice:
VVM Global Services uses Spescom DataVoice for all its compliance Voice Recording, Dell: VVM Global Services uses Dell for all its Server
and Network requirements, In-House Developed In Bound & Out Bound Call Centre: C4 - Collections and CRM Front end; QA4 - Quality
Assessment; CM4 - Campaign management; CIS4 - Customer Information System; AM4 - Email and Fax Routing; Web Portal; SMS Portal
– Single / Bulk; SMS Chat – Real time responses and Email/Fax – Bulk Email/ Fax Solution .
NOTES for BPeSA CONFERENCE
NOTES for BPeSA CONFERENCE
FOLLOW US ON:
BPeSAWestern Cape.Your BPO investment partner.
Cost savings of at least 50% and above
Neutral accents together with a large pool of English speaking talent
Cultural afﬁnity with UK - we understand your customers
World class infrastructure
Deep domain skills: ﬁnancial services, telecoms, retail and legal
Time zone positioning ideal for Europe
Presence of internationally renowned brands such as: Amazon, Asda, Bloomberg, iiNet, British Gas,
Everything Everywhere, Lufthansa, Shell & Shop Direct
Tel +27 21 427 2900
info@bpesawesterncape.co.za
www.bpesawesterncape.co.za
Facebook.com: BPeSAWesternCape
Twitter: @BPeSA

offshoring

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