The Sourcing Summit

Richard Harvey

Former Chief Executive Officer, Aviva

Biography

Richard Harvey was the long standing CEO of AVIVA, one of the UK's largest FTSE companies, until July 2007. Richard was responsible for the strategic development of the group through both organic and inorganic growth. His notable achievements include the successful merger of Norwich Union and CGU in May 2000 to create Aviva. Richard has held various positions: for instance, he was Chair of the Association of British Insurers (ABI); a member of the CBI’s Governing Council and the CBI President’s Committee; a member of the European Financial Services Roundtable and a member of the Geneva Association. In mid-2007 Richard and his wife Kay decided to take a ‘gap year’ with Concern Universal, and spent time in Kenya, Malawi and Mozambique. Since returning to the UK, they have continued to volunteer their time with Concern Universal, engaging business in development.

Tony Marchak

Vice President, HR Global Operations, BP International

Biography

Tony Marchak is currently Vice President Human Resources, Global Operations for BP International Plc located in London, England. He started in this position in August 2005 with global responsibility for HR Operations including compliance and management of HR service delivery, HR Information Technology and HR Transformation.

Tony began his career with IBM in June 1972 working in Finance where he spent seven years and then moved to Human Resources. His experience with IBM has taken him around the globe, having lived and worked on four continents.

Within IBM, Tony was a member of the Senior Leadership Team, the Human Resources Leadership Team, the Supervisory Board of IBM Netherlands, the Board of Directors of IBM France, IBM Europe and IBM Eurocoordination. He was also a Director of IBM UK Pensions Trust Limited.

Tony is currently a member of the Supervisory Board of Deutsche BP, the Regional Advisory Board of the London Business School, the Oxford Executive Education International Advisory Board (University of Oxford, Said Business School) and the Association Francaise de Strategie et Developpement d’Enterprise (AFPLANE). He was, formerly, the Vice Chair for Business at the Supervisory Board of the European Academy of Business in Society (EABIS).

Tony holds an undergraduate degree in accounting. He is married and has two children.

Sanjiv Somani

Managing Director, UBS

Biography

Sanjiv Somani is responsible for Demand and Cost Management Initiatives across UBS Group covering non-compensation expenses.

He joined UBS 5 years ago to work on Group wide strategic initiative on offshoring. He joined the management team, at the start-up stage, responsible for offshoring across UBS Group and setting up captive centres in India and Poland. He was responsible for a global team covering business and solutions development, transition, marketing and communications. He has also worked on projects to develop a global operating model by evaluating/setting up centres in India, China, Europe and America. He was a member of the Management Committee responsible for setting strategy and exercising oversight of captive centres.

Prior to UBS, Sanjiv worked with McKinsey in London for 5 years as a consultant advising various Financial Services and IT services companies on business strategy and Operations/IT strategy. On Offshoring and outsourcing, he has been involved on all aspects - vendor selection, commercial model selection, location selection, transition and captive set-up. Before McKinsey, Sanjiv worked with Citibank in India where he was Head of Operations for a retail banking product and Head of Internet Banking for Emerging Local Corporates in India, Poland, Hungary and Czech Republic.

Sanjiv holds an MBA in Marketing and a bachelor's degree in Electronics Engineering.

Heather Rodgers

Head of Group Procurement and Supplier Management, Centrica

Biography

Heather Rodgers is the Chief Procurement Officer for Centrica and has responsibility for the overview of procurement spend across the group reporting to the Board. This includes setting strategy and policy with the focus on group level activity, risk management and effective governance. She runs several centres of excellence, including a virtual contract management community across the company for all key contracts (including a large off shore portfolio) and major change programmes to ensure end to end contract and supplier management and global sourcing strategies

Centrica is the leading UK utilities company recognised as British/Scottish Gas, and also has a global presence in US/Canada and Europe. Heather's experience covers upstream and downstream third party spend and supporting a fast growing business in US and Canada. She is involved in coordination of commercial ventures for Energy, Home Services and Business to Business teams, Centrica Energy power generation, renewables and upstream. Acquisitions and divestments also form part of her experience.

Heather is a non executive board member of National Outsourcing Association, has passed the Diploma for Institute of Directors, a Fellow of the International Association of Contract and Commercial Management, a member of CIPS Leadership Nework and a member of the Institute of Personnel Management and has a degree in history from Birmingham University.

Adrian Davey

Head of IT, Tube Lines

Biography

Adrian Davey is Head of IT for Tube Lines a position he has held since 2005. Tube Lines maintains the Jubilee, Piccadilly and Northern lines on the London Under Ground as part of a 30 year PPP contract awarded in 2003. Between them the lines carry over 1 million passengers per day. Adrian is accountable for the development of the IS and IT strategy and enabling technology to support the maintenance activities and upgrade programmes on the three lines. The focus over the last two years has been on information visibility using enterprise 2.0 technology approaches and Green IT.

Prior to this Adrian was COO for netdecisions an IT consultancy which grew out of the dotcom era expanding to 1500 people before the crash. We successfully negotiated the downturn, acquiring a number of other companies including Agilisys. The group was renamed in 2006 as Agilisys and is now a successful IT outsourcer in the Public sector.

Adrian also spent many years as a management consultant delivering change and operational strategy to the FTSE 250. His interests include attempting to sail and he studied Economics.

Duncan Scott

Former Global Chief Information Officer, DTZ

Biography

Duncan's most recent role was as the Group CIO at global real estate advisor DTZ. Prior to this, he held CIO roles at Sea Containers, Regus and Allen & Overy.

In each of his CIO roles, he has been responsible for all IT activities across the organisation. This has included both provision of the full range of IT services for internal staff (at DTZ, 12,500 staff in 45 countries) and delivering an ever increasing array of IT services directly to clients.

Duncan's focus is often towards the commercial use IT and the development of IT strategies.

He believes that some aspects of IT can still be key business differentiators. This is particularly the case in professional services environments where a complex combination of drivers including business globalisation, the war on talent, client centricity and the current economic challenges (and the resultant cost pressures) are producing ever higher levels of demand on the IT function.

Paul Hopkins

Head of Customer Experience, easyJet

Biography

Paul has over 13 years experience within the customer arena. Presently Head of Customer Experience for easyJet, the 4th largest airline in Europe carrying over 45 million passenger annually. easyJet supports 6 languages from 4 centres around the world; offering support via, telephone, email and web chat. Its operations ensure that it provides a high level of customer experience whilst its cost base remains optimised and these savings are then past on to the customer in the form of low fares.

Paul Kenmir

UK Life Chief Operations Officer, Zurich Financial Services

Biography

Paul Kenmir is currently Chief Operations Officer in UK Life.

He joined Zurich in 1984 as an IT Systems Consultant. He has held a variety of roles in IT, Marketing, Sales, e Business, Business Change and Outsourcing. He was instrumental in the delivery of significant improvements in the UK e Business capability.

As Chief Operations Officer, Paul is responsible for the UK Life Operations, both retained and outsourced, Business Controls, Business Change and Outsourcing relationships. In addition Paul is the UK Life owner of the relationship with IT and Shared Service functions. The primary aim is to deliver exceptional customer service in the most efficient way.

Andy Beale

Technology Director, Guardian News & Media

Biography

Since Autumn 2007 Andy has been responsible for all internal enterprise technology for GNM, spanning support, infrastructure, applications and system development and delivery. Recent major projects include the entire IT programme for GNM's relocation to Kings Place and the organisational restructuring of the Technology Department.

Andy jointly leads the Technology Department of 152 staff and sits on the GNM Commercial Directors board.

Andy joined GNM in 1996, having started his career in media on a sandwich placement with the Yorkshire Evening Post in 1993.

Denise Plumpton

Director of Information, Highways Agency

Biography

Denise started as an operational research analyst with Land Rover, then part of British Leyland and moved to business and product planning with Rover Group. She was later part of the management buy out of British Leyland’s IT services department, Istel. She joined Powergen as commercial manager at the time of privatisation of the electricity industry and following a period as Head of the Management Consultancy Group was promoted to IT Director in 1996. She then became IT Director of TNT UK Ltd, and later spent a year as IT Director at British mobile phone company Sendo. She joined the public sector in January 2005 as Director of Information for the Highways Agency.

Denise is also a member of the Strategy Group of IT user group The Corporate IT Forum (Tif), and a non-executive Director of Heart of Birmingham Teaching Primary Care Trust and of Centro. She is a member of the annual awards judging panel for Computing where she is also an independent editorial adviser.

Andrew Brothers

Information Systems and Change Director, Whitbread Group

Biography

Andrew joined Whitbread in June 2005 as Director responsible for MIS / CRM Systems. Since then he has also had responsibility for the IS infrastructure and service delivery across Whitbread’s 1800 outlets in the UK. This covers brands such as Costa coffee, Premier Inn, Brewers Fayre, Beefeater, Table Table and Taybarns.

Currently Andrew is Whitbread’s Information Systems & Change Director with responsibility for all IS and Strategic Change activity across the Whitbread Group.

Before joining Whitbread, Andrew worked as an Associate Partner for IBM Business Consulting, working on a number of business change programmes. Prior to leaving IBM, Andrew had responsibility for leading the IBM consulting business with Tesco.

Andrew’s initial career was in operational retailing with Sainsbury’s PLC.

John Hayward

Head of Business Architecture, Network Rail

Biography

John is a visionary leader with a proven track record of successful IT Governance, Stewardship, Delivery, Outsourcing and Organisational Change. John possesses significant experience in the engineering of process and the appropriate deployment of technology for competitive advantage.

With more than 20 years industry experience he has worked in a variety of business sectors, alternating between Advisory and Delivery capacities for both Public and Private sectors. Currently Head of Business Architecture at Network Rail. Previous roles have included CIO, Programme Director and Management Consultant.

Awarded an MBA from Warwick in 1996.

Steve Briggs

Head of IT Strategic Partnerships, Co-operative Financial Services

Biography

Steve is Head of Strategic Partnerships at the Co-operative Financial Services where he is responsible for managing the overall relationship with several key suppliers, such as IBM, BT, Steria SCC and HSBC.

When he joined CFS in 2007 he was Head of Management and Control in where he is responsible for supplier strategy and management in the project delivery function as well as, finance, performance measurement, demand management, risk, process management & QA as well as a Project Office.

Prior to CFS Steve worked for Barclay's, where he spent four and a half years. In that time he managed the relationship between the CIO and the international and wealth businesses. Latterly he was responsible for managing the strategic relationship with Steria and was heavily involved in the renegotiation of the Barclay's Xansa outsource.

Prior to Barclay's Steve Xansa and Scottish Hydro-Electric in Edinburgh and Perth.

Steve Jeffree

Chief Information Officer, The Law Society

Biography

Steve Jeffree joined The Law Society as Interim IT Director in September 2007. He became a permanent member of the executive team as Group CIO in September 2008.

In March 2009 Steve took on the role of Director - Law Society Services, with accountability for the Societies membership, operational and commercial services. Steve retains his Group CIO responsibilities.

Since joining The Law Society Steve has developed a shared service capability across the Group, overhauled the IT organisation and governance structures and brought about improvements to the stability and transparency of the IT systems.

In addition, Steve and his team have developed a Group IT Strategy, agreed and implemented a project portfolio, and secured a new 5 year applications and infrastructure outsourcing deal.

Prior to joining The Law Society, Steve held CIO and IT Director roles with a variety of businesses, including Birds Eye iglo Group, DSGi, TUI Travel and National Car Rental.

In addition to his role at The Law Society, Steve is also a Member of the Board of Trustees of the Dyspraxia Foundation.

Steve hails from Coventry, but now divides his time between Berkshire and Somerset.

John Willmott

Chief Executive Officer, NelsonHall

Biography

John is the founder and CEO of NelsonHall, developing the company to its present position as the leading BPO analyst firm globally.

John's emphasis is on assisting buy-side clients in understanding how and where BPO can be applied to their businesses and in selecting short-lists to meet their unique business requirements.

In particular, where organizations are seeking rapid and cost-effective sourcing mechanisms, NelsonHall supports in-house teams in rapidly and cost-effectively selecting the most appropriate shortlist for their specific requirement, through up-to-date and detailed understanding of vendor capability.

John presents BPO Index a quarterly web cast monitoring developments with the BPO industry and is a frequent speaker on BPO worldwide.

John holds a MA from Cambridge University and an MBA from Manchester Business School.

Adrian Quayle

Vice President Strategic Sourcing, Gartner

Biography

For several years Adrian was the NOA's Board Member responsible for professional services. In February 2010 he took on the responsibility on behalf of the NOA Board of representing the outsourcing industry on the British Standards Institution (BSI) Committee drafting the new British Standard on Collaborative Business Relationships (BS11000). He also took on the Board Member role to develop NOA activities in the UK Regions and has been actively engaged in a number of member events in the North.

As the outsourcing industry representative on the BSI Committee Adrian contributed throughout the development of the Draft Standard to its final version for publication. To ensure the widest representation from the outsourcing industry Adrian set up a Special Interest Group (SIG) involving all sectors including service recipient customers, service providers, and third party advisers. Working with the SIG members Adrian provided and co-ordinated the delivery of the wide range of industry best practice contributions to enhance the Draft Standard.

Prior to this from 1995 to 2010, as Vice-President Gartner Consulting, Strategic Sourcing EMEA Adrian Quayle led and delivered client engagements throughout EMEA and worldwide. He carried out a wide range of assignments assisting clients in structuring and assessing their outsourcing deals across many industry sectors, including the use of global sourcing / delivery models).

Previously he was a Vice President in Gartner Measurement EMEA, and a Principal Consultant for ACT Business Systems. Adrian began his career as a telecommunications engineer, worked as a computer systems engineer becoming a consultant to management in IT. He also worked as a senior management services manager in a large retail group.

Mr. Quayle earned a BSc Electrical Engineering and Electronics and a Diploma in Management Studies (DMS). He is a Chartered Engineer, a Member of the UK Institute of Management and a Member of the Institution of Engineering & Technology (IET).

Peter Skyte

National Officer, Unite

Biography

Peter Skyte is a National Officer of Unite, the largest union in the UK and Ireland formed in May 2007 with nearly 2m members in the public and private sectors. He has responsibility for the IT and Communications Sector in the union.

He is also President of the ICT Committee of UNI-Europa, the European section of the international labour organisation Union Network International representing professional, commercial and clerical workers worldwide, which brings together unions covering IT and communications across Europe.

Peter Skyte served on the UK Home Office Work Permits Panel that advised government departments on work permits policy for the IT, Communications and Electronics sectors, and also served on the UK Electronics Leadership Council. He has written a number of articles on Online Rights and Privacy, Outsourcing and Offshoring and writes a blog for Computing magazine..

His interests include 2 children, food and wine, travel, and supporting long-term causes as a Leeds United supporter.

Ian Brinkley

Knowledge Economy Programme Director, The Work Foundation

Biography

Ian is Director of the Knowledge Economy programme having joined the Work Foundation in June 2006.

Ian previously worked at the Trades Union Congress between 1980 and 2006. He was Head of the Economic and Social Affairs Department at the TUC from 2004 to 2006 and TUC Chief Economist from 1996 to 2006.

Prior to 1980 he worked as a researcher at the University of Kent and the Centre for Environmental Studies.

He has been a member of the Low Pay Commission, the body that sets the UK’s National Minimum Wage (NMW) from 2004 to 2007.

He has worked in a wide range of economic and industrial policy and research areas, including economic policy, public spending and public service reform, labour markets, energy and the environment and manufacturing policy and produced numerous submissions to government and analytical papers.

Chris Halward

Programmes Director, NOA Pathway

Biography

Chris Halward has many years experience of the business world, having worked with organisations throughout the UK and in countries throughout the world. He has over 15 years experience working in the outsourcing sector and for a number of years was a director of an outsource provider. Chris is a highly regarded facilitator and coach who has worked with people at all organisational levels up to and including Board level. He is Programmes Director for NOA Pathway, the NOA's professional development arm.

Dr Christopher Lonsdale

Birmingham University Business School

Biography

Chris Lonsdale has worked at the Birmingham University Business School since 1994 and resides in the Procurement and Operations Management Group. He received his PhD in 1995 for work into the private equity market. From 1998 to 2001, Chris was the Programme Director of the MBA in Strategy and Procurement Management, a post he took over again in 2007. In 2007, he also became the Head of the Procurement and Operations Management Group and the Director of the Centre for Business Strategy and Procurement. In 2008, he was awarded fellowship of the Chartered Institute of Purchasing and Supply, FCIPS.

Chris has worked with a number of public and private sector organisations including the Department for Education and Skills, the Department of Health, IBM, Interbrew, the NHS and Rolls Royce. He has also been the joint-recipient of research grants from the EPSRC, the Oxford Radcliffe NHS Hospital Trust and the ESRC. All of these research projects have yielded a high number of publications, many in internationally leading journals such as Supply Chain Management, Public Administration, the British Journal of Industrial Relations and the International Journal of Human Resource Management. Chris's current research activities focus upon public sector contracting, in particular the contractual arrangements for PFI and PPP, buyer-supplier relationships, trust and opportunism in business markets and organisational buying behaviour.

Dr Richard Hale

Director of Studies, NOA Pathway

Biography

Richard works internationally supporting professional and talent development and is Director of Studies for the NOA Pathway professional development programme. He has been a key player in the design and launch of this programme and supports key account clients as well as delivery of the public courses.

He recently completed research into the continuing professional development for emerging professions in particular global outsourcing, gaining an MA in Professional Development in Outsourcing.

Richard has worked in a number of different organisations and sectors and with several professional associations over the past 25 year on a consultancy and interim basis. This includes work with, for instance, Zurich Insurance, Lloyds TSB Asset Finance, Diageo, HBOS Clerical Medical and Westbury Homes. His early career was heading learning and development functions in GEC Marconi and BSkyB.

He is also a Lecturer at Middlesex University and his doctoral research was into the subject of coaching and mentoring relationships.

Richard has published several books relating to leadership, learning and development including Impact and Influence. He is currently working on a trilogy of books on 'Living Leaders' from the world of adventure, sport and public service.

More on Richard at www.richardhaleassociates.com.

Martyn Hart

Chairman, National Outsourcing Association

Biography

Martyn is the Chairman of the National Outsourcing Association, (the association for business & process sourcing). He has been involved in Outsourcing and Information & Communications Technology for over 30 years, working for Steria, DTI, PWC, BT, BR and the UK's Home Office where he delivered Europe's first outsourced police ICT platform.

He has acted as an outsourcing "Expert" in many UK and international negotiations, a writer on outsourcing and a regular conference speaker & chairman.

He is currently Consulting Director with Gartner the leading provider of research and analysis on the global IT industry.

Matt Havens

European Head of Consulting Practice, Cognizant

Biography

Matt Havens is an AVP and Head of Europe for Cognizant’s Business Consulting Group based out of London. Matt joined Cognizant in 2008, bringing over 17 years of experience at the intersection of information technology and business strategy.

Matt started his career with Andersen Consulting (now Accenture) where he specialized in technology-based business solutions around enterprise platforms and PMI in the energy and financial services sectors. Matt went on to be a leading e-Commerce and business strategist with The Boston Consulting Group, working on PMI, e-Commerce, process re-engineering, and value management with a variety of leading international clients in the US and Europe. Matt worked at a successful pan-European internet start-up, BuildOnline, before serving Fortune 500 clients in the US and Europe through his own IT and strategy advisory practice. Most recently, Matt was Head of Group Strategy with United Business Media where he played a key role in transforming the company from its print-publishing heritage to a leading-edge digital media company.

Matt has a Bachelor’s degree in economics, magna cum laude, from Case Western Reserve University in Cleveland, Ohio, and an MBA from Harvard Business School in Boston, Massachusetts.

Rob Sumroy

Partner, Head of Outsourcing, Slaughter and May

Biography

Rob is Head of our Outsourcing and Information Technology practices. His practice focuses on major outsourcings, strategic sourcing arrangements and related contracts (including tender documentation, sub-contracts, collaboration agreements and intra-Group arrangements). He also advises on system development and integration agreements and the development of global licensing strategies, as well as IP, IT and data protection aspects of corporate/M&A transactions and joint ventures. He recently advised:

• Ericsson in connection with its managed service agreement between Ericsson and MBNL (a joint venture established by H3G and T-Mobile)
• Aviva on its BPO with WNS, which was one of the biggest ever BPO transactions in the financial services sector involving a UK Group
• Cadbury on the global outsourcing of its communications capability (voice, data, mobile, satellite, support and services) to BT and on its global data centre operations to Hewlett-Packard; and
• Royal Mail Group on the rationalisation and renegotiation of certain contracts relating to its arrangements with outsource providers Fujitsu and CSC

Rob regularly writes for publications such as Outsource Magazine and PLC and is recognised as a leading individual by Chambers 2009.

Sanjiv Gossain

Vice President and UK Country Manager, Cognizant

Biography

Dr. Sanjiv Gossain is a Vice President and Head of UK & Ireland for Cognizant Technology Solutions. In this capacity Sanjiv manages Cognizant’s growing business across all industry sectors in the United Kingdom & Republic of Ireland. He and his team are responsible for all client relationships, sales, and operations.

Sanjiv has 20+ years in the IT industry having worked with numerous blue-chip clients in North America and in Europe, especially in Capital Markets, Banking, Communications, and Life Sciences. Sanjiv has been both an entrepreneur -- as a co-founder of NerveWire, a management consulting and systems integration firm in Boston USA – and as a successful leader in a large systems integration firm: Cambridge Technology Partners (now Novell) where Sanjiv was the Worldwide CTO. Sanjiv is a rare individual who comes with a deep understanding of technology supporting his strong business acumen.

Sanjiv is the author of a book, "Object Modelling and Design Strategies: Tips and Techniques", (Cambridge University Press, 1998) and has published over 40 industry articles and has presented at numerous conferences and industry events

Sanjiv earned advanced degrees from the University of Essex in England: a PhD in Object-Oriented Development and Reuse, a master's degree in Telecommunications and Information Systems, and a bachelor's degree in Electronic Systems Engineering. He is a member of the Association of Computing Machinery, the British Computer Society, and is a Chartered IT Professional.

Paul Teather

President, UK & Rest of World, Compass Management Consulting

Biography

Paul is currently President of the UK and Rest of the World region for Compass Management Consulting having joined the company in January 2008 following 7 years with Atos Origin and KPMG Consulting.

"The Compass Fact Based Consulting^® approach to delivering business performance improvement is transforming the way that our clients manage business change.  We pride ourselves on our ability to accurately identify and quantify performance improvement potential within our clients’ business operations and work in partnership with them to ensure the benefits are successfully delivered."

Paul has held a number of senior leadership positions in several market sectors including Telecoms, Media, Utilities, High Tech and Transport and has extensive experience across Consulting, Systems Integration and Outsourcing services.

Prior to joining KPMG Consulting Paul had a successful career at Oracle Corporation where he worked in a variety of roles across the European business within Consulting, Product Management, and Business Development.

Bill Payne

Vice President, IBM

Biography

Bill Payne is Vice President of CRM and Industries in Managed Business Process Services (MBPS) in IBM.His current role encompasses the development of business strategy and service development for MBPS CRM Services Globally. This portfolio covers all core CRM customer experience and industry vertical services which IBM delivers from over 50 centres globally with over 60,000 staff.

He took this role in March 2009 having previously been Vice President of Strategy and Development in Europe. In the last three years, Bill has spearheaded the development and delivery of MBPS services in procurement, finance and accounting, customer relationship management and human resources, and in the last year has driven service development in banking and public sector. He has had responsibility for developing markets in Germany, Nordics and Ceemas.

Bill has also led major deals from inception through to delivery and has been responsible for the management of IBM’s recent acquisitions and development of new targets. Bill also leads initiatives to develop relationships with analysts and advisors.

Prior to this role he was Vice President of the Industrial Sector, Business Transformation Services, Europe.Bill has undertaken a wide range of assignments for companies across a span of business sectors worldwide. His career in IBM has seen him lead both Consulting and Systems Integration in Europe in the Industrial Sector. Prior to joining IBM Bill was an Associate Partner at Andersen Consulting and prior to this was Commercial Director at an Oil Services Consultancy.

Bill has performed at a strategic and implementation level, developing best practices, business optimisation programs and Information strategies for several multi-nationals. He has considerable experience in Transformational and IT Outsourcing and delivery of complex long term projects.

Bill obtained a Bachelor of Science Honours degree in Chemical Engineering from Leeds University and is a Chartered Engineer, a Euro Engineer and is a Fellow of both the Institute of Chemical Engineers and Institute of Petroleum. He is also a Member of the Institute of Directors. Bill frequently provides keynote presentations at leading business seminars and conferences.

Secretary Ray Anthony Roxas-Chua III

Commission on Information and Communications Technology , Philippines Government

Biography

Ray Anthony Roxas-Chua III joined the Philippine government in October 2007 as the Chairman of the Commission on Information and Communications Technology (CICT). Prior to his appointment, he was President of ARCYA Glass Corporation, a glass manufacturing company, and Vice President and Assistant General Manager of Pacific Land and Building Corporation, a property development and management company.

Prior to moving back to the Philippines in 2005, Sec. Roxas-Chua was Vice President of the Technology Investment Banking unit of Citigroup Inc. in Palo Alto, California, where he focused on equity and debt underwriting, mergers and acquisitions advisory, and bank loan syndication for technology companies, particularly in the communications equipment, electronic manufacturing services and semiconductor sectors.

Sec. Roxas-Chua graduated at the top of his high school class at Xavier School and pursued his college education at the University of Pennsylvania, where he graduated magna cum laude with a Bachelor of Science in Economics from the Wharton School and a Bachelor of Applied Science in Computer Science from the School of Engineering and Applied Science.

Born on November 8, 1975, Sec. Roxas-Chua is the son of Sebastian Antonio Roxas-Chua, Jr., and Betty Go Roxas-Chua, and the grandson of the late Don Antonio Roxas-Chua.

Oscar Sanez

CEO, BPAP

Biography

Mr. OSCAR REMULLA SAÑEZ is the CEO of the Business Processing Association of the Philippines, the umbrella organization for the IT-BPO industry in the Philippines. His main responsibility is to lead his team, government and local industry leaders to make the Philippine IT-BPO industry. Mr. Sañez returned to the Philippines in 2005 after completing a 29-year career at Procter & Gamble Co., where he held various senior management assignments abroad. For 3 years, he served as President of the American Chamber of Commerce in Australia. Mr. Sañez also held various positions in the Customer Development function of Procter & Gamble’s operations in Singapore, Japan and the United States. He holds a Business Administration degree from the University of the Philippines.

Paul Raine

Head of Fault Management, TalkTalk Residential

Biography

Paul spent the first part of his career working for the Royal Air Force as an engineering officer. Here he rose to be a senior officer covering a wide range of technical and managerial appointments the latter ones in IS applications and infrastructure. He left the Service in 1999 to take up the appointment as Head of IT Applications and Infrastructure Group at the global facilities consultants EC Harris.

At EC Harris he was responsible for conducting a major IS strategy review and forcing the pace of web enabled knowledge management applications to support business need. This development initially centred on finance and HR applications, but was then expanded to included wider CRM functions plus delivery of a suitable infrastructure that enabled robust global delivery. In short his mission was to e-enable the company. The changes he effected were recognised by KPMG in a report they produced in 2002 outlining EC Harris as best practice for use for web technology within a corporate environment.

In 2002 Paul left EC Harris to help set up the software as a service (SaaS) company expressHR. Here in his role as Operations Director he pioneered this new method of application delivery using offshore resources with the result that by 2008 the company was processing £500M of recruitment transactions for over 150,000 users within the public and private sector. The support model developed by Paul to enable effective software as a service delivery was recognised by Microsoft as being world class with the company being selected as one of 22 globally to work in an incubator programme to further develop and enhance this new operational model.

Following his success at expressHR Paul left to take up a new challenge at the ISP Tiscali as Head of Consumer Technical Support. Here he was faced with the challenge of reengineering the consumer fault management model to drive up CSAT scores and drive down cost to serve. Within 15 months he had increased CSAT scores by 3 points and also reduced cost to serve by 35% despite completing the Pipex integration, numerous network migrations and also supplier rationalisation.

After the acquisition of Tiscali by TalkTalk in July 2009 Paul transitioned into a new role as Head of Fault Management. Here he is tasked with developing and delivering a new fault management model across the TalkTalk Group with the aim being to increases NPS whilst reducing cost to serve. Paul has spoken at numerous international conferences over the years on various subjects such as e-enablement and SaaS operations. He is a Member of the Institute of Electrical Engineers and a Chartered Engineer with a BSc in Electronic Systems Control Engineering and an MSc in Areosystems Engineering.

Andrew Houston

Co-Founder and Managing Director, Amba Research

Biography

Ex-JPMorgan/Jardine Fleming MD and Head of Asia Research, and Asia Strategist with 15 years of research experience. During his career, Andrew hired over 100 analysts in Asia (ex-Japan). For four years, he was responsible for all graduate and MBA recruitment to Jardine Fleming/JP Morgan Securities in Asia.

Graham Jump

Independent Consultant

Biography

Graham Jump is an independent consultant specialising chiefly in adding value to Outsourcing arrangements. Graham works on both sides of the client/supplier Outsourcing relationship, advising at all stages: strategy, tender development, supplier selection, contract drafting, negotiation, implementation, service delivery, troubleshooting and contract renewal. He recognises that every Outsourcing agreement is unique and that it is of fundamental importance to identify clear, realistic objectives which balance the needs of both client and supplier.

Graham is one of the first three candidates for the NOA Pathway Diploma in Global Strategic Outsourcing and his paper "What is Value for Money in Outsourcing?" won the NOA's Award for Academic Achievement 2009.

Graham also has an interest in Business Continuity Management and Disaster Recovery Planning, where he helps clients to overcome inertia to deliver affordable and effective solutions.

He has worked through his own company, www.consolve-consulting.com, since 1996. Before that he worked for IBM, BOC, Coopers & Lybrand and EDS/AT Kearney. He has a PhD in Chemistry.

Andy Rogers

Board Member, National Outsourcing Association

Biography

Andy Rogers is an IT professional of twenty five years, having worked in the utility sector holding a number of positions. These have included key operational and project roles.

Andy has been involved in a number of outsourcing deals, holding roles from due diligence, transition and transformation. Andy's key focus within the NOA is to promote best practice to the end-user community.

Paul Graham

Board Member, National Outsourcing Association

Biography

Paul is a partner in Dundas & Wilson’s TMT and Outsourcing team. Prior to qualifying as a lawyer, Paul spent three years as a Business Systems Analyst for Bass Brewers and IBM. He has spent the last 10 years working as a legal adviser on large-scale outsourcing projects in the public and private sector. He specializes in IT/BPO outsourcing deals, data privacy and intellectual property matters.

During the last three years he has advised a number of suppliers and users on establishment and re-negotiation of outsourcing arrangements in both the public and private sector (on deals ranging in value from £20 million to £2 billion). His most recent projects include advising Fujitsu in its successful bid to run the IT systems for the Southern region of the NHS’ Connecting for Health programme, advising a UK Government department on its re-negotiation strategy in relation to a £2 billion outsourcing arrangement, advising a Tier-1 supplier in relation to a BPO outsourcing in the financial services sector and advising a major construction company in re-negotiating a 5-year outsourcing arrangement.

Mark Kobayashi-Hillary

Board Member, National Outsourcing Association

Biography

Mark Kobayashi-Hillary is a British writer and frequent media commentator with a history of commenting on technology, outsourcing, globalisation, and corporate change. His many books include:

• The Outsourcing Yearbook (VNU Incisive 2007) Author
• Who Moved My Job? (Lulu 2008, Viva 2009) Author
• Talking Outsourcing (Lulu 2009) Author

Mark also writes a regular blog for Computing (Incisive Media) magazine and is a frequent contributor to silicon.com (CBS). He publishes the Talking Outsourcing podcast on iTunes – one of the most frequently downloaded podcasts on this subject.

Mark holds a number of board positions:

• Director, UK National Outsourcing Association
• Board member, British Computer Society ELITE group (Effective Leadership in Information Technology)
• Founding member, British Computer Society working party on offshoring
• Board member, African Outsourcing Association – a body created by the United Nations and initially designed by Mark for the UN
• Advisory board member, Saffron Chase Communications
• Director, peerpex.com – a web based service designed to connect small businesses internationally

Mark is also a visiting lecturer at the London South Bank University where he teaches MBA and MSc management students.

www.markhillary.com

Yvonne Williams

Board Member, National Outsourcing Association

Biography

Yvonne Williams is a board director for the National Outsourcing Association responsible for the training initiative. This training is for both individuals and corporate members, with a range of qualifications from an entry level qualification at Professional Certificate, through to Advanced Certificate, Diploma and Masters degree. All accredited by a UK University, the courses cover the entire life-cycle of an outsourcing deal, and are work-based to ensure they are practical and reflect real-time situations.

Additionally, she is the owner and Managing Director of MDA executive resourcing, a niche outsourcing advisory and human capital resourcing business. Yvonne is considered a subject matter expert within Outsourcing, and has advised major global suppliers, end-users, outsourcing consultancies, and legal firms. She has led and managed human capital growth programmes and built teams to deliver across the outsourcing sector including technology and business process outsourcing, as well as all related business and commercial functions.

Her Global experience has encompassed UK and mainland Europe, Asia, USA and Middle East. Yvonne is a regular Key Note Speaker: UK, China, Central Europe outsourcing conferences and she also chairs the UK HR special interest group.

Yvonne has recently contributed a chapter on resource management and recruitment for a book commissioned by Kingston University entitled “The Human Side of Outsourcing – Psychological Theory and Management Practice” Publisher: John Wiley & Sons Ltd.

Yvonne lives with her husband, a Commercial Lawyer in Wiltshire and enjoys walking her Airedale puppy, attending the ballet and theatre, cooking (and eating!) and travel.

Bharat Vagadia

Board Member, National Outsourcing Association

Biography

Dr Vagadia is a Board Director of the National Outsourcing Association. He is also a director at Op2i (www.Op2i.com) – an outsourcing research, advisory and implementation support firm; the founder of www.GovernanceDirector.com - an online decision governance and compliance system; and an advisor to the International Telecommunications Union on policy and regulatory matters.

Bharat has been involved in ICT and managed services for over 12 years, and has advised governments, regulatory authorities, and businesses in UK, Western and Eastern Europe, Kenya, Bahrain, Jordan, KSA, Egypt, Morocco, Oman, Qatar, the UAE and India.

He has a PhD researching the interplay of legal contracts and trust in outsourcing relationships, an MBA, LLM, B-Eng and DipM and is the author of a leading book on outsourcing, described by the journal of International Law and Management Review as "a welcome addition to the library of books on outsourcing to India.....unique... .designed to be a practical guide to outsourcing more than a theoretical debate of the issues..."

Armand Angeli

Cofounder & Vice President, EOA France

Biography

Armand Angeli is an internationally recognized expert in the field of outsourcing and shared services, and is co-founder and vice-president of EOA (European Outsourcing Association). He is currently Director, Outsourcing Business Development worldwide for Grant Thornton, responsible for strategy, business development and leading international projects. Based in Paris, he is also head of business development for Grant Thornton France. The world's sixth largest audit and accounting firm, operating in more than 100 countries, Grant Thornton is a leading provider of outsourcing services in finance, accounting, payroll and related consulting and administrative services.

Prior to joining Grant Thornton, Armand co-founded and developed an independent business process outsourcing advisory firm providing expert consulting services to large corporations. Previously, he was European Business Development Director, Business Process Outsourcing for Price Waterhouse Coopers (PWC), responsible for business development for the shared services, outsourcing and consulting businesses.

Prior to PWC, Armand held senior level international roles over a 15 year period with multinational corporations including IBM, GE and CASE Corporation. He began his career in sales with IBM and over more than a decade held international management positions in sales, purchasing, IT, internal audit and finance, receiving the IBM France President's Prize in 1993. He joined GE in 1998, serving as European Financial Controller and Global e-Business Program Manager for General Electric Medical Systems based at the company's Milwaukee, USA headquarters. At CASE Corporation, Armand was Director Internal Audit and Business Controls, Europe. At Tekelec Corporation he was Director of Finance & Administration responsible for all of the company's finance, human resources and IT areas. In the course of a varied career, he has successfully directed numerous financial re-structuring, IT, consulting, shared services and BPO projects.

Armand is active in key professional and leadership organizations currently serving as President of DFCG international (the French CFO organization), and President of the 2008 World Congress of Financial Executives (IAFEI in Paris, December) and of the 2009 DFCG national Congress. He is a member of La Fédération Nationale des Cadres Dirigeants (national association of senior executives) and Club de l'Europe (Euro-Politic). He serves on the organizing committees of international finance, HR and outsourcing conferences and is a frequent speaker and quoted regularly in the media. He has also donated time to several educational institutions, sharing practical experiences and evaluating student projects.

Armand holds an MBA from INSEAD (finance & accounting), and a Diploma / Master's degree in Engineering (electronics) from INSA Lyon. He was awarded a prestigious fellowship and subsequently studied at the Illinois Institute of Technology (Chicago, USA).

Armand holds both French and Italian citizenship and is bi-lingual French-English, and fluent in Italian.