Site Visits

Morning: Scottish & Newcastle

Heineken Shared Service Centre, Livingston
As part of the Scottish & Newcastle brand, the Heineken Finance Shared Service Centre is the central location for all UK AP & AR transactions. The UK business first implemented a FSSC in 2005, spread over three locations (London, Edinburgh & Livingston) and now with current strategies to further consolidate three locations into two. Currently Accounts Receivable and pricing & discounts are located in Livingston at the principle contact centre, and Accounts Payable is located nearby in Edinburgh (head office) - two different offices but only 7 miles from each other.

As a benchmark FSSC across the Scottish and Newcastle organisation SSON now offer you the chance to see behind the scenes.

Scope of Shared Services Centre

1) Accounts Receivable (Account Opening, Order Management, Billing and Invoicing, Cash Management, Credit Management, Debt Recovery, Customer Masterfile, Query Management, Process and policy Management)
2) Accounts Payable (Expense Management, Vendor Masterdata, Invoice Processing, Payment Execution, Vendor Query Handling)
3) Pricing and Discounts (Pricing Masterfile & Payment Execution)

Structure of your visit

9.00: Leave EICC
9.15: Arrive at Heineken
9.30: Host welcome and overview of SSC
10.15: Tour of FSSC
11.30: Q&A with Heineken team
12.30: Coffee & Sandwiches

Afternoon: BSKYB

Sky is a valued part of everyday life in almost 10 million homes, helping people to get even more out of the things they love. Sky entertains, excites and inspires customers with a great choice of highquality content, making technology simple and putting viewers in control of how they watch TV.We connect people to each other and to the world with our broadband and phone services. As such Sky puts customers first and works hard to earn their trust. Making products affordable so millions can join in and backing it all up with a commitment to exceptional customer service.

Operational Finance and history

• The operational Finance Team in Livingston, Scotland was established in 1990 .The function was consolidated and enhanced when in 2006 we transferred some from Osterley in London to our centre in Scotland
• Operational finance employs approximately 130 people and in 2009 our adjusted group revenue increased to £5,323m
• 2009 have embarked on extensive Transformation Programme with vision of becoming Best Finance Team in Britain Scope
• P2P Processes -Accounts Payable (Travel & Expense, Payments functions and master data maintenance)
• O2CProcesses - Accounts Receivable, Invoicing, Credit and cash allocations
• Financial Operations
• Customer Financial Processes
• Reporting and Data Analysis
• Process Governance responsibilities
• Common financial system is JDE Edwards

Visit Structure

2.00: Arrive at BSkyB
2.15: Host welcome and overview of SSC & plans
3.00: Tour of FSSC
3.45: Tour of Contact Centre
4.30: Q&A with BSkyB team
5.30: Return to EICC

Leadership Team

Denise Allan - Head of Operational Finance
Lesley Laird – Operational Finance Manager
Sarah Swanson - Groups Payables Manager
Peter Fennessey - Financial Operations Manager
Gillian Glass - Customer Financial Process Manager

Morning: SHELL

Shell Shared Service Centres are part of the Finance Operations organisation within Royal Dutch Shell’s Global Finance Structure and is one of the key enablers for delivering world-class process performance on the Finance Functional Plan journey. The vision for Finance Operations is to create an organisation that delivers top quartile process performance, as part of Shell’s strategy More Upstream, Profitable Downstream. Glasgow was the first SSC to be established in Shell in March 1998 as a joint venture between Shell and Ernst & Young under the name of TASCO Europe. In 2000 the centre became a 100% Shell owned operation and is now an important part of the Global Finance shared services organisation within Finance Operations. There are now over 650 employees based in the office in the centre of Glasgow supporting all the main businesses and functions within Shell. Globally Shared Service Centres also provide support for other Shell businesses including Downstream Customer Services and Human Resources.

Services:

Shell’s SSC provides a wide range of Accounting services including Expenditure, Revenue, Data, MI Planning & Budgeting and Record-to-Report including Cash Management, Financial, Fixed Assets, Hydrocarbon Management, Intragroup and Statutory & Group Accounting.

Your primary points of contact will be:

George Connell - Centre Finance Lead Glasgow
Tracy Taylor - General Manager & HR Manager Glasgow

Visit Structure

In addition to the overview of Finance Operations, you will learn more about the area of Common Infrastructure Management which delivers a management structure that aims for operational excellence in delivering: people & systems, services to our functional/business operations, optimal cost structure and minimal risk, and aspects of convergence.

14.00: Arrive at Shell SSC
14.10: Initial welcome and overview of the Shell Shared Service Centre covering the history and the scope of the services we provide
15.30: Tour of the centre covering some of our key Finance Process teams
16.30: Participation in an open Q&A session where you will have the opportunity to raise any questions you might have regarding the centre and the services within the centre
17.30: Return to EICC

Afternoon: EATON

Eaton is a global technology leader in electrical components and systems and has approximately 70,000 employees globally selling products to customers in more than 150 countries.

ISSC history and achievements

• Established in 1997, Eaton’s ISSC in Glasgow provides internal Financial, Accountancy and IT support services to sites in 44 countries, covering Europe, Mexico, Australia, the Middle East and Asia
• The ISSC employs approximately 100 people and in 2008 transacted almost $8.5 billion of sales
• Since its inception, the ISSC has twice been named as an Eaton Premier Organisation. This is recognition for its outstanding implementation of the Eaton Business System and for overall business excellence
• The ISSC has also been recognised externally, being voted one of Britain’s Top Employers in 2005 and 2007, as well as a number of Honorary Mention Awards for Most Advanced Automation of a SSO and Shared Services Employer of the Year

ISSC scope

• Financial and Accounting Services (Accounts Payable, Accounts Receivable, Credit, General Accounting, Fixed Assets transaction processing) for Europe, Middle East and Africa as well as Payroll and Insurance services
• Acquisition and Divestiture Accounting
• Projects Implementation Services
• Value Creation Services (Project Management, Delivery of training and consultancy to customers, cash-flow improvement and functional and management services)
• Process Governance responsibilities across shared service centres in Pune and Suzhou
• Common financial system is Oracle
• IT: European Data Centre Operations; IT regional (and global) infrastructure support; IT applications development/support for Oracle Financials

Structure of visit

08.30: Depart event venue - EICC
09:30: Arrive & Eaton for welcome, introductions and coffee
10:00: Host presentation: Background, history and scope
11:00: Tour of centre, with opportunity to meet managers and gain understanding of key metrics
11:30: Q&A session: Eaton’s leadership team will be delighted to answer your questions!
12:30: Networking and lunch
13:30: Depart Eaton

Leadership Team

Jim Ward - Vice President Shared Services International
Ian Yule - Director Financial Shared Services EMEA
Rafael Caceres - Accounts Receivable Senior Manager EMEA
Stuart Clark - General Ledger Senior Manager EMEA
David J Cameron - Accounts Payable Senior Manager EMEA
Sue Siegel - Senior Manager International Projects
Isla West - HR Manager