It's time to take the wheel and drive this technological revolution that will shape the future of the IT-BPM industry.

Makati Shangri-La Hotel
October 13-14, 2014

  • We live in exciting times in the Philippines. IBPAP, through the IOS 2013, provided the participants the opportunities, and showed dynamism of the Philippine IT/BPO industry, which has contributed much to our economic growth. More power to you!
    - Marcos Punsalang, Special Assistant, DFA

  • Very well planned and organized. Very informative and useful. Gala dinner made me feel proud to be a Filipino. Justified my decision two years ago to turn down an opportunity to work abroad and just stay in the Philippines.
    - Jay Yulo, Country Head Talent Acquisition & Training, Infosys

  • Very relevant and timely topics. The "Bots" are thought-provoking.
    - Jun Shra, Managing Director, CEDFIT

  • Very good newcoming event. Learnings are great and practical to implement. See you next year.
    - George Salinas, General Manager, FMSS

  • Once again, the IOS proved to be the best venue for BPM networking, and learning about the latest trends in our industry.
    - Erik Nielsen, President, Magsaysay BPO Inc. (GPM)

  • Great IOS! Great insights! Great Leaders! Looking forward to next year!
    - Rommel Ignacio, General Manager for Quality, WNS Philippines

  • Good networking opportunity, nice to see people in the industry now in new senior roles.
    - Jackelene Aquino, Country Manager, WNS Philippines

  • Good job guys in bringing in all the experts/resource speakers to IBPAP.
    - Jominee Mangaser, SR. IT Manager, Affinity Express Philippines Inc.

  • Excellent venue for keeping updated on the IT-BPM industry challenges, trends, and opportunities. Thank you for the excellent schedule all aring for quality networking with industry colleagues.
    - Wins Mirasol, Manager, IBM GPS

  • Congratulations IBPAP for holding IOS 2013 and for leading the Philippine IT/BPM industry to its global pinnacle of success.
    - Marcos Punsalang, Special Assistant, DFA

formerly International Outsourcing Summit

  • About the Organizer

    The Information Technology and Business Process Association of the Philippines (IBPAP) is the enabling association for the information technology and business process management (IT-BPM) industry in the Philippines. IBPAP serves as the one-stop information and advocacy gateway for the industry. With over 300 industry and support-industry members and five associations -- the Animation Council of the Philippines, Inc., Contact Center Association of the Philippines, Game Developers Association of the Philippines, Healthcare Information Management Outsourcing Association of the Philippines, and Philippine Software Industry Association - BPAP plays a pivotal role in sustaining rapid growth of the IT-BPM industry by working to ensure an enduring supply of high-quality labor, supporting service innovation, and providing country visibility.

    IBPAP assists investors in setting up operations easily and quickly in the Philippines. Relevant research, introductions to key government and industry officials, and a series of briefings at each step of the investment process ensure a seamless development process. Ongoing support is provided through a wide variety of initiatives, including programs for HR development, business development, knowledge sharing, and networking opportunities.


  • About the Theme


    The future is a vast landscape of opportunities for the information technology and business process management (IT-BPM) industry as it takes on a new shape in this technological revolution. With new advancements transforming sourcing models, management solutions, and tools, the time has come for leaders and stakeholders to jump into the driver's seat and take control of the ride.

  • About the Summit

    For the past six years, the Summit, formerly known as the International Outsourcing Summit, has been serving as an avenue for industry stakeholders to learn new insights from and network with international industry leaders and experts. This year, the IBPAP-organized event aims to drive leaders and decision makers to be part of the transformation that will shape the future of the IT-BPM industry by taking advantage of the technological revolution to further its role as one of the top economic boosters in the country.

    General Inquiries:
    Dana Abasa
    +63 2 757 3500 local 309
    +63 917 881 3706 

    Karen Balce
    +63 2 757 3500 local 311
    +63 917 589 2679

    Joana Bautista
    +63 2 757 3500 local 326
    +63 917 557 4521

    Lien Dimzon
    +63 2 757 3500 local 330
    +63 917 881 3705


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  • October 13, 2014
  • October 14, 2014
  • Registration Coffee Bar


    IIS Business Marketplace - Ribbon Cutting Ceremony


    Summit Opening


    Welcome Remarks


    Jose Mari Mercado, President and CEO, IBPAP

    Keynote Address


    Session 1

    The Philippine IT-BPM Complex: Moving from strength to strength


    Jose Mari Mercado, President and CEO, IBPAP

    Presenter and Panelist:
    Vikrant Khanna, Principal, Tholons

    Mark Galutera, Chairman, GICC
    Joey Gurango, President, PSIA
    Benedict Hernandez, President, CCAP
    Alvin Juban, President, GDAP
    Dr. Penny Lauchangco, President, HIMOAP
    Benjamin Marasigan Jr., President, ACPI

    Networking Break


    Session 2

    Market Watch: Opportunities from the land of opportunity


    Jon Kaplan, President, TeleDevelopment Services

    Matthew D’Uva, President and CEO, SOCAP International
    Tim Searcy, CEO, iPacesetters
    Michele Shuster, Partner, MacMurray Petersen Shuster LLP



  • Session 3

    ATTENTION: Brand strategies that attract investment


    Gillian Joyce Virata, Executive Director, Philippine Women’s University

    Speaker Presentation


    Deepak Mangla, CEO, Global Head of Global Service Centers, JPMorgan Chase & Co.

    Networking Break


    Session 4

    The New Hardware: Systems up in the Cloud


    Ronald Arambulo, Executive Director, IBPAP

    Session 5

    Tracking Progress: Updates on the NWCs


    Monchito Ibrahim, Deputy Executive Director, DOST-ICTO

    Lizabel Holganza, President, NICP
    Hon. Monico Puentevella, Mayor, Bacolod City

    Unconferencing Session


    Gala Night

    Sponsored by: Globe Business


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  • CEO Breakfast

    (by invitation)


    Anand Shankar, Chief Commercial Officer - Asia Pacific, Aon Hewitt

    Opening for Day 2


    Keynote Address


    Keynote Speaker:
    Dr. Lilia De Lima, Director General, PEZA

    Networking Break


    Session 6

    Simply Captivating: The growth of Global In-house Centers


    Presenter and Moderator:
    Benjamin Azada, Pricewaterhouse Coopers

    Paolo la’O, Vice President and Head of Global Delivery Communications, Wells Fargo Enterprise Offshore Program
    Nihar Nidhi, CEO, Philippine Global Service Center, JP Morgan Chase
    Paul Townsend, General Manager, Capital One Philippine Support Services Corp.

    Speaker Presentation


    Mohammed Zafar Ali, Director for Management Consulting, KPMG



    Unconferencing Session

    Head to Head: Bridging the Generation Gap


    Genny Marcial, Executive Director for External Affairs, IBPAP

    Gian Scottie Javelona, CEO, OrangeApps, Inc.
    Bea Lim, Managing Director, TeamAsia
    Greg Kittelson, Chairman, KMC Mag Solutions, Inc.
    Rainier Tan, Vice President, Operations Deployment, Convergys
    Joji Aguila, Senior Director for Learning & Development, Hinduja Global Solutions

    Session 7

    Social Media: Now more than ever


    Monette Hamlin, President, TeamAsia

    Jos Ortega, CEO, Havas Media Ortega
    Hans Eric Chua, Director, International Institute of Digital Marketing
    Stephanie Wilson, Executive Vice President and Head for ACM, Firstsource Solutions Ltd.

  • Networking Break


    Session 8

    Talent Leads: Closing the leadership gap


    Penny Bongato, Executive Director, IBPAP

    Presenter and Panelist:
    Anand Shankar, Chief Commercial Officer - Asia Pacific, Aon Hewitt

    Sarah McLeod, Executive Vice President, Q2HR Solutions
    Asheesh Mehra, Vice President and Head of BPO - APAC, Japan and the Middle East, Infosys BPO Ltd.
    Joyce Penalosa, Chief Human Resource Officer, QBE Insurance Group Limited

    Closing Ceremonies


    Farewell Dinner

    Sponsored by: PLDT Alpha Enterprise


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  • Benjamin Azada

    Consulting Partner, PricewaterhouseCoopers (PwC)

    A partner at PwC’s Southeast Asia Consulting practice based in Manila, Benjamin Azada recently moved from PwC Hong Kong, where he spent over a decade helping clients in China and across the region plan and deliver enterprise-wide transformation programs. He has 17 years of operations consulting experience which includes offshoring and shared services implementation.

    Benjamin’s short to medium-term plan is to expand PwC Philippines’ advisory capabilities in shared services and outsourcing, from strategy to execution. He hopes to be an active participant in the Philippines’ business process management community in the coming years, creating value for clients and helping the sector grow further. An engineer with postgraduate diploma in business administration, Benjamin is a member of the Hong Kong chapter of the Institute of Industrial Engineers.

    Mark Galutera

    Chairman, Global In-House Center Council

    Mark Galutera leads DSM Manila LLC, the global in-house shared services centre for the international law firm White & Case. In 2007, Mark founded DSM Manila which has earned recognition for shared services excellence from three international ICT awards. Mark also helped DSM achieve a zero-attrition rate on its first year, and sustain an industry-leading two percent annual attrition rate through its first five years of operation.

    Mark is a veteran of the business processing and shared services industries, becoming the first Filipino vice president for the Pennsylvania-based ICT Group, and serving as enterprise HR director for software-developer, Alvion. His expertise stems from his 20-year career built on leadership in the areas of operations, human resources, people development, and sales & marketing.

    Joey Gurango

    President and Director Philippine Software Industry Association Founder, CEO and CTO Gurango Software

    Joey Gurango started his IT career with two of the largest tech companies in the world—Apple and Microsoft. In 1987, he founded Match Data Systems (MDS) and in 1991 he went back to the Philippines to bring MDS’ operations to the country. He eventually sold MDS which was later acquired by Microsoft. After the acquisition, Joey served as the Asia-Pacific Regional Director for Microsoft Business Solutions.

    His vast experience, knowledge, and contribution to the IT industry earned him recognition from the Philippine Center for Entrepreneurship as one of the country’s Ten Most Inspiring Technopreneurs. In 2007, he was inducted into the Hall of Fame for Microsoft’s Most Valuable Professionals.

    Currently, he is the CEO and CTO of Gurango Software, an award-winning global provider of human capital management solutions. He is also the president of the Philippine Software Industry Association, and has co-founded several other software start-ups such as

    Benedict Hernandez

    President, Contact Center Association of the Philippines

    Benedict Hernandez has 15 years of leadership and management experience in the customer care and outsourcing industries. He is the founding president of the Contact Center Association of the Philippines (CCAP), and was president and CEO of the IT-Business Processing Association of the Philippines (IBPAP). He was named as one of the Ten Outstanding Young Men of the Philippines for Business Leadership in 2006, and was awarded the ICT Champion Award by the Department of Trade and Industry in 2008. He was appointed as general manager of eTelecare Global Solutions in 2000, and helped it grow to a US$200 million operation with 10,000 employees.

    Before working in the IT-BPM industry, Benedict spent seven years in the telecommunication, setting up and building the customer care operations of Nextel Communications Philippines Inc., where he served as vice president for customer care, and Smart Communications, Inc., where he last served as customer care manager.

    Lizabel Holganza

    President and Chairperson, National ICT Confederation of the Philippines

    Lizabel “Wit” Holganza is the president and chairperson of the National ICT Confederation of the Philippines, a national organization composed of over 40 ICT councils in Luzon, Visayas and Mindanao. She is also vice president and committee chair for policy and advocacy of ICT Davao Inc. She serves as chief executive officer of several Davao-based companies, namely: Nanoscript Inc., a technical training facility for aspiring BPO professionals; and ZipIT Solutions, a business process outsourcing provider for Health IT Services and voice-based customer service.

    Alvin Juban

    President, Game Developers Association of the Philippines

    Alvin Juban is the president of the Game Developers Association of the Philippines, an association committed to the advancement of the game development industry in the country. He served as director for business development at Synergy 88 Studios, which does design and development of art, animation, and games across different platforms. Alvin also held various positions for several studios and consultancy firms that are into print and online applications. While working with these organizations, he was able to establish new business units, manage and direct the production of local customized interactive multimedia-learning applications in the field of sales, training, human resources, and education.

    Prior to these, he was a location/production and territory manager, and research assistant. Alvin was also into publication, contributing his expertise in projects such as the ASEAN Internship Project for SMEs 2014; TESDA’s Courseware Design and Development; and the ASEAN eCommerce Database Project in 2010.

  • Jon Kaplan

    President, TeleDevelopment Services, Inc.

    Jon is the president of TeleDevelopment Services, Inc. He was the 1997 National President of the American Teleservices Association (ATA) and is currently the Chairperson for the ATA International Committee. Starting his call center career in 1979, Jon spent his first eight years managing the start-up of in-house call center operations for the BF Goodrich Company and General Motors. He spent six years in the service agency arena, working as vice-president of a large service agency and then as founder and president of his own service agency. Jon and TeleDevelopment are recipients of a number of industry awards, including two Telo Awards (ATA) and one ACCE Award (Customer Interface Magazine). In 1999, he was declared Call Center Magazine’s Industry Pioneer of the Year.

    Vikrant Khanna

    Principal, Tholons

    For almost a decade, Vikrant Khanna has been advising both private organizations and governments on services globalization and allied initiatives. He has been part of several government-led initiatives on building & executing IT/BO competitiveness plans that included articulating location value propositions, targeting potential customer geographies, and execution of skills development strategies to create the right-skilled, industry-ready talent to support sustainable business growth.

    He has also worked for various globalization initiatives with organizations that have spanned activities like sourcing strategy, cost & location optimization and performance benchmarking. Through working for international organizations from Columbia, Egypt, Guatemala, India, Jordan, Philippines, Sri Lanka, Thailand, and Uruguay, he has developed insights on location selection, operations setup, and scale-up of global operations.

    Prior to joining Tholons, he was a senior consultant at Aon Hewitt’s Transaction & Transformation Practice, and has worked with QAI Global, HCL Technologies, and The Indus Entrepreneurs (TiE).

    Gregory Kittelson

    Chairman, KMC MAG Group

    Gregory Kittelson is the chairman of KMC MAG Group, a full-service real estate firm based in Bonifacio Global City. In addition to KMC MAG Group, Gregory is the chairman of KMC Solutions, an IT-BPM and serviced office company, and is the managing director of Kittelson & Carpo Consulting. In the past six years, Gregory and his three companies have assisted over 600 companies setting up, outsourcing, offshoring, and doing business in the Philippines. Heavily involved in business consultancy, Gregory has a wealth of experience in various areas including: IT-BPO, software development, Internet companies, recruitment, serviced offices, and real estate.

    Previously, Gregory worked with three start-ups in Manila: FBM Software, Digital Media Exchange and FBM e-Services.

    Bea Lim

    Managing Director, TeamAsia

    Bea started her marketing career as TeamAsia’s marketing manager. Fuelled by her passion for storytelling, she took up her master’s in integrated marketing communications (IMC) at Emerson College in Boston, Massachusetts, where she received the President’s Award, the highest level of academic achievement given by the institution, with a 4.0 average. As managing director, Bea drives TeamAsia’s world-class IMC practice with her progressive leadership and deep knowledge of international trends. She spearheaded some of the company’s biggest projects for various clients in different industries. She’s also one of the key persons behind the very successful annual CSR project, My Dream in a Shoebox. Bea’s passion for big ideas and bringing them to life translates into exceptional IMC campaigns that leave stronger and meaningful connections with brands, clients and partners.

    Jose Mari Mercado

    President and CEO, Information Technology and Business Process Association of the Philippines

    Jose Mari “Jomari” Mercado is the president and CEO of the Information Technology and Business Process Association of the Philippines (IBPAP), overseeing IBPAP's key initiatives in marketing the Philippines as a top global outsourcing destination, implementing talent development initiatives, and maintaining investor confidence in the country. Mercado has 30 years of experience in sales, marketing and consulting in the BPM, finance, insurance, and telecommunications industries both in the Philippines and across the ASEAN and South Asia region. He has been a member of the leadership team of Convergys Corporation in the Philippines for the past nine years. As head of business development at Convergys, Mercado played a key role in the company's rapid growth in the Philippines.

    Joyce Penalosa

    Chief Human Resources Officer, QBE Group Shared Services Ltd.

    A pioneer HR practitioner in the international IT-BPM industry, Joyce Penalosa earned her college degree in Psychology and post graduate in Industrial Relations major in Human Resources from the University of the Philippines. In her years in the IT-BPM industry, she has led human resources teams with clients from different industries such as telecommunications, retail, and financial services. She extended her passion in human resources through teaching HR management on a part-time basis at the DLSU-College of St. Benilde, and has done HR consulting work on employee relations, change management, organizational development, and talent management.

    As Chief HR Officer of QBE Group Shared Services Ltd., she leads the HR support function composed of HR business partnership, recruitment, learning and development, engagement and wellness, compensation and benefits, and communications and branding. She also leads the global recruitment portfolio of subject matter experts across QBE’s different geographic regions.

  • Anand Shankar

    Chief Commercial Officer AON Hewitt, Asia Pacific

    Anand Shankar is a well-known senior strategist and consultant with 27 years of experience in professional services and HR consultancy. He specializes in linking business strategy to people strategy, and has extensive experience as an advisor to organizations in the Asia Pacific region, consulting on HR effectiveness and efficiencies, multi-tower HR outsourcing, workforce management and corresponding functional & technical implementation across Asia-Pacific.

    He is the chief architect for Aon Hewitt’s research studies, curator of original insights, and evangelist of the firm’s thought leadership. Prior to joining Aon Hewitt, Shankar served for two years as group director for Asia Pacific Corporate Development with Talent2 International. Before that, he spent 11 years with Hewitt Associates, leading their client development function for Asia Pacific, and serving as CEO for their regional outsourcing business, and as a consulting leader.

    Gillian Joyce Virata

    Executive Director, Basic Education Division, Philippine Women’s University

    Gillian Virata is the executive director of the Philippine Women’s University’s (PWU) Basic Education Division, running the university’s preschool, elementary, and high school campuses in Quezon City and Manila. Prior to this, Gillian was the senior executive director of the IT & Business Process Association of the Philippines (IBPAP), and was responsible for IBPAP’s marketing and research services lines. As research director, she provided industry statistics and information to the public through the publication of annual industry statistics on talent pools, IT-BPM revenues, and employment, and the resulting benefits to the country. As head of marketing, she led IBPAP’s efforts in career, institutional, and country marketing and brand management. Concurrently, she’s the executive director of C. Virata & Associates, Inc., and has extensive professional experience in reputable institutions such as the World Bank, Asian Development Bank, Ayala Corporation, and SyCip Gorres Velayo & Co.

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Sponsorship & Partnership Opportunities

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Summit Organizer
Unit 308, Building B, The Plaz@ Northgate Cyberzone,
Filinvest Corporate City, Alabang, Muntinlupa City, Philippines
Fax: (632) 7575 3510 to 11

Contact Person:
Dana Abasa
+63 2 757 3500 local 309 +63 917 881 3706

Makati Shangri-La
Ayala Avenue corner Makati Avenue, Makati City, Philippines
Tel: (63 2) 813 8888
Fax: (632) 813 5499

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