Shared Services & Outsourcing Cluster

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Shared

Services & Outsourcing Cluster

By CM Voon

Head, Client Management & Development,

Shared Services & Outsourcing Cluster

Role:

To

implement and

develop growth

opportunities

across all SSO

verticals.

Role:

To provide

continuous

client-centric

nurturing

and provide full

support

towards

all client

requirements

.

Moving Forward:

Grow existing

installed base and

cross-sell / up-sell

to enhance

re-investments.

Moving Forward:

Move jobs up the

value chain

and

attract new

customers

in

existing product

lines.

Role:

Identify and

analyze cluster

growth,

potentials

and growth

opportunities.

Moving Forward:

Develop

new

sources of growth

by creating new

product lines.

Moving Forward:

Increase revenue

and exports

of

MSC Malaysia

companies.

Role:

To

grow, nurture

and promote local

Outsourcers

to be

globally

competitive.

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CLIENT MANAGEMENT &

DEVELOPMENT

Shared Services & Outsourcing

ROLES

/

To build rapport and engage companies on a periodic basis to ascertain

issues and challenges related to MSC matters.

/

Identify and organize programs to promote growth of MSC companies’

activities and to move up the value chain.

/

Develop and execute networking programs to promote up selling, cross

selling and networking opportunities.

/

Facilitate the implementation of the AQIR, Base profile and SCORE+ activity

for industry reporting.

/

Act as a focal point to bridge relationship between Ministries and

Government Agencies.

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ACTIVE SSO COMPANIES WHICH

CONSIST OF FDI & DDI

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NUMBER OF SSO COMPANIES BY

VERTICALS

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TYPE OF ACTIVITIES BY SSO

COMPANIES

Data as of December 2013

The activities are defined as Business Process Outsourcing (BPO), IT Outsourcing (ITO)

and Knowledge Process Outsourcing (KPO)

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SHARED SERVICES &

OUTSOURCING LANDSCAPE

Data as of year 2012

MSC Malaysia SSO companies,

over 172 are multinationals

287

MSC Malaysia SSO companies

contributed to the nation’s GDP

RM 5.87

BILLION

65,836

MSC

Malaysia

SSO

created

High-Value Jobs with average

net salary of

RM5,783/month

HIGH-VALUE

JOBS

RM 6.83

MSC Malaysia SSO catalyzed

the shift towards Exports

RM 10.45

MSC Malaysia SSO companies

generated these Revenues

BILLION

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COMPLIANCES HIGHLIGHT

COMPLIANCE HIGHLIGHT

/

Commencement of operation

/

Commence operations (“MSC Malaysia Qualifying Activities”) of the proposed

entity within six (6) months from the date of the MSC letter.

/

Location

/

Locate to a designated Malaysia Cybercities / Cybercentres as listed on the MSC

Malaysia website within six (6) months from the date of the MSC letter.

/

Knowledge Workers

/

Ensure at least eighty five percent (85%) of the total number of employees shall

be “knowledge workers” and they should be appointed solely to undertake the

MSC Malaysia Qualifying Activities

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COMPLIANCES HIGHLIGHT

/

Annual Report & Audited Statement

/

Submit to MDeC a copy of the annual report and audited statement in parallel

with and whenever submission is made to the Companies Commission of

Malaysia.

/

Quarterly Reporting (AQIR) & Annual Reporting (SCORE/SCORE+)

/

Completing any detail standard forms of updates, which maybe issue by MDeC

from time to time.

Reporting

Rate of Completion

AQIR Q1 2013

97 %

AQIR Q2 2013

99 %

AQIR Q3 2013

97%

AQIR Q4 2013

98%

SCORE 2012

75 %

SCORE 2013

Ongoing

STRATEGY & PLANNING

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17

Strategy

and

Planning

(Main

Programs)

Thought

Leadership

Niche Areas

Expansion

SSO Career

of Choice

Campaign

Talent Pool

Enrichment

Strategy

and

Planning

(Task and

Functions)

Data

Analytics

Comms and

Marketing

SSO PMO

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SPECIAL PROJECTS : EPP2

Shared Services & Outsourcing

NKEA BUSINESS SERVICES

EPP2: GLOBAL OUTSOURCING

Objective

is

to build

globally competitive

SSO industry in

Malaysia

by:

Attracting and retaining

the best SSO companies in

the world to Malaysia

Increasing the

competitiveness of

Malaysian outsourcing

companies

1

2

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MAJOR PROGRAMS IN

2013

SPECIAL PROJECTS/SSO CLUSTER

SCORE+ ACCELERATION PROGRAM 2013

Proposed Program Focus

Brief Description

1 Effective Global Sales Strategies and approach –

Meet the experts

(Held 28 Feb - 1 Mar 2013; Cititel KL)

1. Selling to Developed Markets

2. Selling to APAC

3. Selling to ASEAN

2 Global Marketing and Business Development in

the new digital era

- Why stay in the Shadows?

(Held 11 April 2013; One World PJ)

Conducting Business Development with unique

Marketing & Branding - How to communicate value

propositions clearly and confidently

3 Growth Strategies and methods – Beyond

Business Survival

(11 June 2013; One World PJ)

How to grow your business & company - through

service expansion, diversification, moving up value

chain etc

4 How can the government help in my business

expansion?

(3 July 2013; One World PJ)

Malaysian Government Incentives - to understand the

various sources of financial and non-financial

incentives available

5 The Malaysian Shared Services & Outsourcing

Landscape

(17 October 2013; One World PJ)

To bring together stakeholders such

as buyers, captives and service

providers to interact and build a

mutual sharing and learning platform.

6 The Malaysian Shared Services & Outsourcing

Landscape

(14 November 2013; One World PJ)

Platform for

Sellers to meet buyers

- VIP Speakers:

a. MALAYSIA AIRLINES

b. Sunway Group

c. DELL-Cyberjaya

d. IBM Global Delivery Centre Malaysia

e. Hewlett-Packard Company

f. British Petroleum

g. CIMB Group

Targeted for

EPP2 companies

- VIP Speakers:

a. Tan Sri AK Nathan - Executive Chairman & Group MD,

Eversendai Corporation Berhad

b. Ernie Chen - Group CEO - ATCEN

c. Cheng Ping Keat - Group CEO – KHIND Holdings Berhad

d. David Mizan Hashim - Founding Principal, VERITAS

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A

p

ro

a

c

h

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Nurture & Market Access (DDI):

Nurture

1.

SCORE+ Acceleration

2.

IAOP/Gartner

Benchmarking

3.

Industry Exchange program

for CEOs

of top 10 companies to expose to

strategic and leadership best practices

(with world class outsourcing

companies)

4.

IAOP Chapter Meetings

Grow

1.

Innosource t

o facilitate M&A to create larger DDIs

2.

Business missions

via targeted industry events for

selected

ASEAN & developed markets

3.

Co-Op Marketing

to target verticals and markets not

covered by MDeC

4.

Target MNCs in Singapore & Penang and

MSC SSO

Captives

in Malaysia

5.

Stacking

to create more compelling service portfolio; &

Target Malaysian LLC and GLCs through

Co-Creation

6.

Global Listing

opportunity via

The Outsourcing

Guide-www.theoutsourcing-guide.com

7.

Impact Sourcing(with B40 DM)

Note: Programs highlighted in Blue are

NEW

CIMA Roundtable Talent Pipeline

• Held on 15

th

January, at Pullman Hotel Putrajaya. A closed- door roundtable

discussing talent pipeline in Finance Shared Services.

AIESEC Youth to Business Forum

• Held on 29

th

January, at Taylor’s University. Mark Lwin (AIG) and Leo

Ariyanakam (Scicom) participated as speakers.

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Participation in 11

th

Annual HR Transformation & Service

Delivery Summit, Singapore

• Held on 20

th

– 22

nd

February. Attended by approx. 100 HR delegates to share

experience and trends in HR SSO.

SSO Market Outlook 2013 & Appreciation Dinner

• Held on 27

th

February, at Hilton Sentral attended by close to 100 clients and the

entire SSO team. 20 recipients were presented the Appreciation Token.

SCORE & Acceleration Workshop

• Held on 28

th

February – 1

st

March, at Cititel attended by VP, Head of SSO

Clusters, SIRs & BMD. Briefing on EPP2 & industry insights from SIRs.

SSO EVENTS FOR 2013

MSC New Company Recruit Induction

•Held on 6th_{March, at Bunga Raya auditorium. A joint induction for SSO Cluster and InfoTech Cluster.} There were 15 new SSO companies and 11 new InfoTech companies that participated

Official opening of SWIFT’s new office, Bangsar South

•Held on 7th_{March, at SWIFT’s Corporate Service Center. Officiated by Alan Raes (Chief Executive),} Francis Vanbever (CFO), Heikki Vandermander (Belgian Embassy Deputy Head) and YBhg Datuk Badlisham Ghazali.

Official opening of BT’s new office, Bangsar South

•Held on 11th_{March, at BT’s new Global Development Centre (GDC). Officiated by Kevin Taylor} (President of APAC, Middle East, Africa & Turkey), Howard Watson (MD Architecture & Global IT), Raymond Kyles (Acting UK High Commissioner) and YBhg Datuk Badlisham Ghazali.

Business Analysis ‘Changing the Way Organizations Change’

Seminar

•Held on 29th_{March at KDC. Speaker Praveen Udapa talked on Business Analysis and insights on CBAP} and CCBA certifications.

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Participated in Shared Services & Outsourcing Conference, Warsaw, Poland

• Held on 11th_{– 13th March. The SSO: Central and European AGM is an event where 100 PAN-CEE Community, Global GBS &} process leaders gather to drive measureable top-line value and advance business decision making.

Business Missions to Singapore and Penang

• Held on 20th– 22ndMarch and 25th– 27thMarch respectively.

SSO EVENTS FOR 2013

MSC Malaysia Golf 2013

• Held on 6th_{July 2013 at The Mines Golf Resort . 100 participants attended}

.

MSC SSO Night of Excellence 2013

• Held on 4th_{December 2013 at Double Tree Hilton, Kuala Lumpur. It was held to give} recognition to the top performers in the SSO industry across foreign and local companies. Attracted 133 attendees.

Build Malaysia as an SSO Destination of Choice

In place for 2014, there will be a continuation of exhibition / conference involvements, regional / global publications, networking activities such as hi tea and golf events, talent awareness programs as well as online campaigns to be leveraged on. The objective is to further position Malaysia as a destination of choice for Shared Services & Outsourcing globally. Listed below are the identified and key events for 2014 (tentative):

Brief Information on SSO’s Key

Programs in place for 2014

SSO Calendar of Events 2014

No Event Name Date Location

1 SSO as Industry of Choice Campaign: Youth 2 Business Forum January Kuala Lumpur

2 Business Mission: NorthAm to Singapore January Singapore

3 SSO as Industry of Choice Campaign: Speaking Engagement February Kuala Lumpur

4 Deloitte Networking Event February Kuala Lumpur

5 Golf Networking Event February Kuala Lumpur

6 Business Mission: 2014 IAOP World Summit, February 17 -19, Orlando February Orlando, US

7 Business Mission: EU to Singapore February Singapore

8 Nasscom Leadership Forum, Mumbai February 12-14 February Mumbai, India

9 Outbound Mission: Singapore / Indonesia / Japan / Australia / UK / US February Orlando, US

10 Financial Services Thought Leadership: Roundtable Series March Kuala Lumpur

11 Engineering Services: BI March Indonesia

12 Talent Pool Enrichment: Outreach Program March Kuala Lumpur

13 SCORE+ & Acceleration Programme March Kuala Lumpur

14 Target Networking Events in Singapore March Singapore

15 Targeted Events in Penang March Penang

16 18th Shared Services and Outsourcing Week, March 11-15 (TBD) March US

17 European Summit for Leaders in SSO, London 11-13 March March London, UK

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Brief Information on SSO’s Key

Programs in place for 2014(cont)

20 Financial Services Thought Leadership: Speaking / Networking April Kuala Lumpur

21 SSO as Industry of Choice Campaign: Speaking Engagement April Kuala Lumpur

22 SSO as Industry of Choice Campaign: Student Conpetition April Kuala Lumpur

23 IAOP Benchmarking / Gartner Magic Quadrant Programme April Kuala Lumpur

24 Business Mission: EU to Singapore April Singapore

25 Business Mission: NorthAm to Singapore April Singapore

26 Business Mission: APAC to Singapore April Singapore

27 Co-Creation Programme April Kuala Lumpur

28 Engineering Services: Networking Session May Kuala Lumpur

29 SSO as Industry of Choice Campaign: Speaking Engagement May Kuala Lumpur

30 SSO as Industry of Choice Campaign: Social Media Campaign May Kuala Lumpur

31 Golf Networking Event May Kuala Lumpur

32 Malaysia Excellence Awards- Frost & Sullivan May Kuala Lumpur

33 SSON Shared Services Outsourcing Week, 11-14 May, Dublin May Dublin, Ireland

34 Shared Services & Outsourcing Week Asia, Melbourne May 20 - 22 May Australia

35 Financial Services Thought Leadership: Roundtable Series June Kuala Lumpur

36 Financial Services Thought Leadership: Social Media Campaign June Kuala Lumpur

37 SSO as Industry of Choice Campaign: Social Media Campaign June Kuala Lumpur

38 IAOP Benchmarking / Gartner Magic Quadrant Programme June Kuala Lumpur

39 Targeted Events in Penang June Penang

40 CFO Innovation Forum - Singapore June Singapore

41 Shared Services Exchange Jun 15 - 17, Georgia June Georgia, US

42 Gartner Outsourcing Summit, 2-3 June, London June London, UK

43 GIL Global F&S Event, Korea June 26 -27 June Korea

44 Business Mission: APAC to Singapore June Singapore

45 MSC Malaysia Golf Networking Event June Kuala Lumpur

Brief Information on SSO’s Key

46 Financial Services Thought Leadership: Social Media Campaign July Kuala Lumpur

47 SSO as Industry of Choice Campaign: Social Media Campaign July Kuala Lumpur

48 Targeted Events in Singapore July Singapore

49 Gartner’s Outsourcing and IT Services Summit, Jul 26 Tokyo July Tokyo, Japan

50 International Outsourcing Summit, Philippines Jul 16 -17 July Philippines

51 Shared Services SSON Shanghai Jul 10 -11 July China

52 Financial Services Thought Leadership: Speaking / Networking August Kuala Lumpur

53 Financial Services Thought Leadership: Social Media Campaign August Kuala Lumpur

54 Engineering Services: BI August Kuala Lumpur

55 Talent Pool Enrichment: Up-skiling Program August Kuala Lumpur

56 Golf Networking Event August Kuala Lumpur

57 SSO Conference 2013 - Invest Penang August Penang

58 Business Mission: NorthAm to Singapore August Singapore

59 Business Mission: EU to Singapore August Singapore

60 Business Mission: APAC to Singapore August Singapore

61 SSO as Industry of Choice Campaign: Social Media Campaign August Kuala Lumpur

62 Financial Services Thought Leadership: Roundtable Series September Kuala Lumpur

63 Financial Services Thought Leadership: Social Media Campaign September Kuala Lumpur

64 Engineering Services: Networking Session September Kuala Lumpur

65 Talent Pool Enrichment: Up-skiling Program September Kuala Lumpur

66 SSO as Industry of Choice Campaign: Social Media Campaign September Kuala Lumpur

67 SSOW Singapore September Singapore

68 Gartner’s Outsourcing and IT Services Summit, 10-12 Sept, Orlando September Orlando, US

69 5th CFO Innovation, Hong Kong September 24 25 September Hong Kong

70 InnoSource: M&A September Kuala Lumpur

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Brief Information on SSO’s Key

72 SSO as Industry of Choice Campaign: Social Media Campaign October Kuala Lumpur

73 Talent Pool Enrichment: Up-skiling Program October Kuala Lumpur

74 GIL Asia Pacific Summit, Singapore- Frost & Sullivan October Singapore

75 Targeted Events in Penang October Penang

76 Gartner Symposium, Tokyo Oct 16 -18 October Tokyo, Japan

77 Outbound Mission: Singapore / Indonesia / Japan / Australia / UK / US October TBC

78 Talent Pool Enrichment: Up-skiling Program November Kuala Lumpur

79 SSO as Industry of Choice Campaign: Speaking Engagement November Kuala Lumpur

80 SSO as Industry of Choice Campaign: Networking Session November Kuala Lumpur

81 MSC Malaysia SSO Night of Excellence November Kuala Lumpur

82 Golf Networking Event November Kuala Lumpur

83 CFO Innovation Forum - Malaysia November Kuala Lumpur

84 Business Mission: NorthAm to Singapore November Singapore

85 Business Mission: EU to Singapore November Singapore

86 Business Mission: APAC to Singapore November Singapore

87 Shared Services & Outsourcing Conference Tokyo Nov 13 -14 November Tokyo, Japan

88 InnoSource: M&A November Kuala Lumpur

89 Co-Creation Programme December Kuala Lumpur

90 Business Mission: EU to Singapore December Singapore

91 Business Mission to India December 1-5 December India

Energy ,

Chemical and

Resources

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THANK YOU