Global Steering Committee
The SSON advisory board consists of key thinkers and thought leaders in the Shared Services space. These seasoned industry experts guide the topics on the SSON site in addition to frequently contributing content and media. These industry leaders were selected due to the caliber of their work within their respective areas of expertise.
- Global Steering Committee Europe
- Global Steering Committee North America
- Global Steering Committee Asia
- Global Steering Committee Australia
- Global Steering Committee China
- Global Steering Committee Latin America
About our Advisors
Jens is the Chief Financial and Commercial Officer of Reactive Technologies, an innovative smart power company. Reactive Technologies brings sophisticated communications engineering to the energy space, enabling a more intelligent use of energy and offering radically different solutions to address the challenges resulting from decarbonisation, decentralisation and digitalisation. With his wealth of experience in the energy industry, Jens takes up responsibility for the strategic, financial and commercial development and growth of London-based Reactive Technologies within the UK and abroad.
Prior to joining Reactive Technologies, Jens was CFO of RWE npower, one of the ‘big six’ UK energy retailers, transforming its culture and strategy into a customer centric organisation and supporting its operational turn around in a highly competitive market. Jens was also Managing Director for RWE’s European Group Sales Portfolio Management, driving commercial value through innovation and transfer of best practices in RWE Retail’s regional Energy Risk Management organisations. He also led the restructure of RWE npower’s large B2B customer segment, transforming it from an EBITDA negative business into a profitable and award winning provider of risk management products and services. This was achieved largely through culture change led by a high performing leadership team operating with clarity about risk-return trade-offs in the business and aligned in their strategy for client engagement. Prior to this role, Jens worked for RWE in Finance and M&A in continental Europe.
Jens holds a PhD in International Management and Master of Business Administration from the University of Muenster, Germany.Back to Top
Lee Coulter is an expert in Shared Services, Information Technology, and Business Process Outsourcing (BPO). He has a unique combination of business leadership, process transformation, and change management skills developed over more than 25 years leading profit centers, operations and holding staff positions in some of the world¹s largest companies such as General Electric, AON, Ascension Health, and Kraft Foods. Currently, he is Senior Vice President, Ascension Health, and CEO of Ascension Health Shared Services where his organization delivers finance, HR, and supply chain services to the nation¹s third largest health system as part of an organizational transformation.
Previously, he was Senior Vice President of Global Shared Services at Kraft Foods and a leader of Kraft's corporate wide "Organize for Growth" transformation initiative, implementing shared service globally in nine functions. In this role, he led global IT, HR services, finance services, travel, print and facilities in more than 70 countries and completing major outsourcing transformation "mega-deals" in IT, HR, and facilities management. He created and led both the Shared Services Center of Excellence and the Outsourcing Center of Excellence. While with Kraft, Mr. Coulter received Chairman Roger Deromedi¹s CEO Award for his efforts.
Prior to joining Kraft, Lee served as Vice President of Infrastructure Services at AON Corporation. There, implemented ITIL and shared services, reduced costs by more than 35%, and integrated legacy infrastructure from a long acquisition strategy, and finally outsourced IT to CSC.
Lee spent 15 years with GE in a multitude of roles culminating as a VP in GE¹s outsourcing business. He also spearheaded the Company¹s global Y2K initiative and served as a technical and operating executive in its Healthcare Services business, including as an expatriate in China. He received the President¹s Award from GE CEO Jeff Immelt.
Lee holds a BS in Electronics Engineering from DeVry University and has completed all course work for a BS in Electrical Engineering and a Masters Degree in Biomedical Engineering at California State University at Long Beach.Back to Top
Deborah Kops is the Founder and Managing Principal of Sourcing Change. Formerly a founding partner of one of the first global business processing outsourcing (BPO) units, the CMO of a leading offshore BPO, Managing Director of FleetBoston's (now Bank of America) Services Group, Managing Director of Global Sourcing Transformation for Deutsche Bank; and consulting partner at Price Waterhouse and Arthur Andersen, Deborah understands the implications of globalizing work, the movement of that work from one generation to the other, and the new capabilities required to succeed personally.
Harnessing what she’s learned through sometimes painful experience, Deborah now works with leading companies to manage globalization challenges through www.sourcingchange.com - the first resource solely dedicated to services change management. She is also a Research Fellow with award-winning analyst firm HFS Research, a member of the Editorial Board of industry-leading publication Outsource Magazine, and sits on the Global Advisory Board for SSON, for whom she writes a weekly blog.
Deborah frequently presents at industry forums including those sponsored by the Financial Times, Corporate Research Foundation, SSON, Das Shared Services Internationale/ Management Circle Finance and Accounting Transformation, The Conference Board, HROA, and Global Services. She has delivered workshops at institutions such as University of Pennsylvania Wharton School of Business, Carnegie-Mellon University and Lancaster University School of Management (UK), and has had research relationships with Lancaster and Oxford (Said School of Business) Universities. Deborah can be reached at firstname.lastname@example.org, or on Twitter - @SourcingChangeBack to Top
Edward Hansen has more than two decades of experience representing clients in transformative information technology enabled projects, including business process and information technology outsourcing. Mr. Hansen has been recognized as a leading outsourcing lawyer by Chambers Global, Chambers USA and Legal 500 USA, and was named one of the key "innovators and influencers" who will drive change in the business technology sector by Information Week.
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Bob has more than 25 years of expertise in assisting clients in the transformation of their organizations and operations. With a primary focus on the general and administrative processes, Bob has helped companies realign their structure, governance and management processes, establish shared service centers, evaluate and transition services to outsourcing arrangements, plan and transition processes to offshore centers, re-engineer administrative business processes, and reduce the overall cost structure and spend on goods and services.Back to Top
Name: Romeo Fernando J. Aquino, Jr
Title: Principal, assigned as Executive Program Manager with a banking client
Your location: Philippines
- Vice President at the finance and technology shared service center of a major investment bank, in following roles: transformation program manager, finance change and analysis, head of relationship management. 8 years, Philippines
- Managing Director at neoIT, an offshoring consulting organization, 1-1/2 years, Philippines and US
- General Manager, Fidelity Information Services, in the following roles: general manager of AllProfits Hong Kong, head of Asia Professional Services, seconded as vice president and general manager of Allied Information Services. 8 years, Hong Kong and Philippines
- Vice President, head of Information Technology, Aetna Life and Health, 2 years, Philippines.
Reporting to: At investment bank, last role reported to technology division head. At neoIT, reported to neoIT president. At Fidelity, reported to Asia Pacific director and international head. At Aetna Life, reported to president.
Most value-added service your SSO has delivered to business: at previous investment bank role, delivery of finance, operations, and technology services, with defined service levels, from basic operations, middle office, to higher value financial reporting, to technology business analysis and project management. Provided scale, rapid ramp-up, rigorously controlled processes.
Biggest challenge on your agenda in the year ahead: defining program goals in specific engagement, managing the planning and execution process.
Your area of expertise: Transformation and strategic program/project management; SSO relationship management, transfer pricing, contract management; vendor selection and negotiation.Back to Top
Based in New Delhi, India Brish Bhan Vaidya has led Procurement Transformation for British Telecom and headed the Procurement Shared Services & Operations Team? based out of Gurgaon & Budapest.
In his prior assignments, he was responsible for Transition, Solution Design and Operations in the Procurement Outsourcing and Shared Services center set up, and led processes like Procure to Pay, Category Management, Spot buy, E-sourcing, Contract Administration, Life cycle Management, Bid management, Procurement Tools and systems, Management reporting etc.?In his lt role he reported to the Head of Global Procurement Operations Center.?Back to Top
Tony Breen is an award winning Executive with a strong and outcome-based track record across an International Captive and Business Process Out-Sourcing operating model. He is an experienced Financial executive in all aspects of Accounting, Business Finance, Tax and Functional Management. He has held senior positions with leading Global MNCs, Trading Operations, Manufacturing and Shared Services. He has a strong record in start-ups and as a team building leader.
Name: Tony Breen
Title: Head of Shared Services – PepsiCo Asia, Middle East & North Africa ( AMENA)
Location: Dubai, United Arab Emirates
Time in current position (also total with organization): 5 Years (8 Years)
Previous roles/organizations: Head of Finance Shared Services – EMEA – Ingersoll Rand; General Manager – VERITAS Software International
Reporting to: Controller
How many people/teams report to you: 3 Process Owners & Senior Service Delivery Manager
Your SSO model: Hybrid, Captive & BPO
Most value-added service your SSO has delivered to business: Simple – Standardised processes that re-wire the Finance function and service agility coupled with routine Financial analytics
Biggest challenge on agenda in the year ahead: Automation for efficiency and effectiveness
Area of expertise: Value Creation, Transitions and Automation.Back to Top
Current location: Selangor, Malaysia
Ross is currently running "the world's most international shared service centre for the world's most international company."
The Asia Pacific Shared Service Centre in Malaysia provides Finance and Accounting, Billing and Accounts Receivable and Customer Master Data services to the DHL Express and PEP entities in Europe, Africa, Middle East and Asia Pacific covering around 150 countries.
Ross is a Finance & Business Transformation Leader with more than 20 years of international Blue Chip experience gained in a variety of industries (Financial Services, Utilities, Legal, Logistics, and Management Consulting).Back to Top
In his current role, Sanjay's responsibilities include the delivery of Order-to-Cash, Record-to-Report and Procure-to-Pay services for Asia Pacific / Japan as well as oversight of operational centers in Singapore, Japan and China.
Sanjay joined SBS in December 2008 as the Global Lead for Record to Report; he also led the SBS Merger Integration team. Prior to joining SBS, Sanjay held the position of Senior Director, Financial Evaluation & Analysis, Merck R&D Financial Services, with responsibility for the financial support of the R&D Alliances & Joint Ventures, Project Accounting, Franchise Reporting & Analysis as well as financial analysis for R&D business decision support.
Sanjay began his Merck career in New Zealand in 1992. His subsequent assignments have taken him to Hong Kong, Malaysia, Thailand, and the US where he held various positions including Country Finance Director, Audit Director - Joint Ventures/Corporate Staff Groups, and Senior Director - Business Standards & Compliance. These opportunities provided Sanjay with a broad background of diverse experiences at the country, regional and corporate levels. He supported the establishment of the MSD Thailand & MSD Malaysia organizations, established the Asia Pacific Human Health Compliance function and was also instrumental in the development and implementation of a robust Industry Sales & Marketing Pharmaceutical Code of Conduct in Thailand.
Prior to joining Merck in 1992, Sanjay served as a senior auditor with the firm of Coopers & Lybrand in New Zealand.
Sanjay holds a CPA from the Australian Society of Certified Practicing Accountants, CA from the New Zealand Institute of Chartered Accountants (CA) and a Bachelors degree in Accounting from James Cook University (Australia).Back to Top
Name: Ehsan Shammasi
Title: Head, HR Shared Services
Organization: Al Tayer Group
Location: United Arab Emirates - Dubai
Time in current position: 4 years (9 years total with the same organization)
Previous roles/organizations: HR Manager with Al Shaya Group
Responsibility: Managing the HR Shared Services for the Group companies and its joint ventures across the countries in the Persian Gulf
Reporting to: CHRO
People reporting to you : 5 direct reports and a total of 48 members in the team
SSO Model: functional captive model, moving into multi-function
Most Value Add Service you have delivered to the business: Concierge Services to all employees
Biggest Challenge: Expansion of HRSS Call Center (volume and service categories)
Area of Expertise: Setup of shared services, customer centricity in shared services, and metrics
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Scott Singer is the Global head of Procurement for Rio Tinto. He is responsible for implementing sourcing strategies and executing supply agreements for the Rio Tinto Group businesses. In addition he leads a shared services team supporting all buying, inbound logistics and warehouse management operations. He is supported by a team of over 1500 people based at Rio Tinto sites across the world and regional office hubs on five continents. He is based in Brisbane, Australia.
Prior to Rio Tinto, Scott spent 19 years with United Technologies Corporation most recently serving as the Chief Procurement Officer. In 2006, UTC Supply Management was awarded Purchasing Magazine’s Medal of Professional Excellence. He joined UTC as an environmental engineer and served in a number of operational and staff positions at UTC Corporate and within the business units including Pratt & Whitney, Sikorsky Aircraft and Norden Systems. Scott holds a Bachelor’s degree from the University of Rhode Island and two Master’s degrees from the University of New Haven, CT.Back to Top
Neil has been involved in the shared services industry for over 20 years, having been part of the design, development and management of centres at Australia Post, BHP Billiton, Air New Zealand and Transport NSW. He now leads the establishment of Shared Services at Echo Entertainment.
Echo Entertainment Group is a dynamic organisation with four vibrant businesses - hospitality, dining, nightlife and gaming with facilities based in Sydney, Brisbane, Gold Coast and Townsville. Echo Shared Services will be providing HR, IT, Finance and other services to over 9000 employees.
Neil has a degree in accounting, completed his CPA program and an MBA from the University of Southern Queensland, majoring in HR Strategy and Change Management. He is also a member of the Institute of Company Directors (NZ).
Neil is also President of the Australasian Shared Services Association, who support the growth of the Shared Services professional by being the leading source of knowledge and facilitator of its practical applicationBack to Top
Albert was appointed as Chief Executive in August 2010 after acting in the position since March 2010.
Before his appointment as Chief Executive, Albert was responsible for the Commercial Operations and Corporate Governance in Businesslink. This included being Company Secretary and Chief Financial Officer with responsibility for corporate governance, financial services, taxation services, payroll, business service centre (call centre), internal audit and risk management, product management, corporate services and the management of relationships with key clients and stakeholders.
Albert has significant experience in management roles with hands-on relationship management and project/program delivery, following previous employment with Westpac Banking Corporation, and Allianz, where he held the roles of Group Process Officer, managing organisation-wide process reengineering, and National Manager, Strategy Implementation Support.
Some of Albert's achievements since he joined Businesslink include the successful implementation of SAP Human Resources and Finance functions for Businesslink’s largest client; the lead and management of the key organisational transformation program to implement a whole of business product framework and unitised fee-for-service business model and the oversight of implementation of organisational risk management, fraud and corruption and Business Continuity Management strategies and plans.
Director of Strategic Programs, Public Sector & Iconic Accounts
Oracle Corporation, Australia
Brendan Wright is Director of Strategic Programs for the Public Sector and Iconic accounts in Australia at Oracle Corporation. Brendan is responsible for leading cross line of business customer engagements, through development and execution of strategic programs that define a roadmap to realise customer outcomes.
Brendan joined Oracle in 1999, in a Technology Pre-sales role. As a Technology Pre-sales consultant, Brendan was responsible for evangelizing contemporary architectures, particularly in the early market establishment of middleware. Brendan has also held several other roles in Oracle including architectural and customer responsibility for Oracle in key markets including WA and NSW Government during his career in Oracle.
Prior to his tenure at Oracle, he held a senior consulting role at QSP.
Brendan holds a bachelor’s degree in Applied Science from Victoria University.
Shane Goodwin has recently become Policing Excellence Programme Manager for the New Zealand Police Force. He runs a multi stream portfolio of projects designed to free front-line police time to focus on preventative policing to reduce crime. It includes developing new policing models, improved productivity tools, process engineering, call centre expansion and shared services.
Shane is a highly experienced change agent and transformation lead with over 25 years experience in a variety of industries (including Financial Services, Energy, Defence) and in a wide range of strategic, change and operational roles.
Shane previously worked with the New Zealand Defence Force as the Director of the Defence Transformation Programme, implementing a new organisational operating model which included the establishment/expansion of shared services across the Human Resource, Logistics and Head Quarters functions within the NZDF.
He has particular interest in bringing organisational strategy to life through the successful implementation of large scale structured, purposeful and outcome oriented change.Back to Top
Coretta Bessi is the Head of Shared Services for BlueScope Steel. Coretta has worked as a Procurement professional in all transactional, tactical and strategic aspects for in excess of twenty years prior to her current role of managing cross functional business processes across Procurement, Finance, Human Resources and Informational Technology.
A key deliverable of her role is in initiating and executing change management programmes to improve the effectiveness and efficiency of integrated business activities – this is through her mantra of consolidating, standardising, outsourcing, offshoring and automating shared services activities.
As the Head of Shared Services, Coretta promotes the development of process improvements, fosters communication and cultural change and enables collaboration between BlueScope Steel and their chosen outsourced business process service provider Capgemini.
Coretta holds a Bachelor of Commerce and a Masters of Business Administration and has been lecturing in Procurement Management for Masters students at universities for the past eight years.Back to Top
David Mitchell is the General Manager of Kronos Greater China. Having launched Kronos operations in India, China, and Europe, David brings a global perspective to best practices in workforce management. Prior to joining Kronos, David led Asia operations for a leading workforce management consulting firm, advising numerous Fortune 500 companies on strategies to improve workforce productivity, health, and safety.
A frequent speaker on workforce management best practices, David has been quoted in the New York Times, Los Angeles Times, Business Week, Yomiuri Shimbun (Japan), IndustryWeek, Workforce Management, and Human Resource Executive Magazine. In this presentation, David will share case studies and best practices from companies in the US, Europe, and China that have applied effective workforce management strategies, enabling these companies to reduce costs, minimize compliance risks and increase productivity.Back to Top
Aries Liu, is running Lenovo China Based Global Shared Service Center based in Dalian and Beijing. Center is providing end to end order to cash operations, financial back office services, product marketing plans and sales supports to valued customers aligning with the operations from geographic differences and various functions. Aries was leading the transformation of the center to execute the idea of Shared Service and conducting the worldwide standardization strategy, aiming at improving customer purchasing experiences through the end to end process integration.
After a long journey of developing itself by globalization and centralization since the acquisition of IBM PC business in 2005, Lenovo's Global Shared Service Organization was named and founded in 2010. Aries Liu had been a major leader during the journey of growth: He built up a pioneer team in China, took over the regional operations, and transformed it to a global shared service business model. Followed by his leadership, this Global Shared Service Center copied its success, got developed by merging and integrating the operations in Asia Pacific, North America and Europe with Great China & Russia, providing the excellent end to end customer support operations by partnering with Sales, Finance and Supply Chain organization.
Aries Liu is acting as the General Manager role of Lenovo (Dalian) Technology & Service Ltd and leading the strategy of broadening service to Lenovo internal and external customers. He is also the key member of Worldwide Steering Committee of Customer Support Organization and Customer Fulfillment Operations, helping with Lenovo Worldwide business transformation, managing high level business process standardization and new business/customers enabling. Previous to current role, Aries was the leader of Lenovo Mature Market Customer Support Organization, Japan & ANZ Supply Chain Operations, and Overall Strategy management in Great China & Russia CSO operations.
Samuel Hur is Vice President Global Business Services APJ for Hewlett Packard. He leads the captive shared services organization for Hewlett Packard in Asia Pacific Japan. His career spans over 22 years and he has an extensive background in finance & accounting, shared services, BPO and consulting.
“Taking Next Big Step: Building on the China successes to implement multi-process, multi-geography operations”
China is emerging as one of the key hubs in the global network for a number of MNC’s. China is increasingly offering the flexibility and differentiating value propositions in response to the growing needs of global shared operations. Building on China successes requires a comprehensive understanding of strength and opportunity, and matching of fast emerging capabilities and talents with evolving needs of global business.Back to Top
Born and raised in France Alain Bridoux has an MBA from ESSEC and a Law degree from the Sorbonne.
He spent the major part of his business life working outside of France for Multinationals in Europe before relocating to China.
Employers include Alcatel, Sonoco, Ashland and Sandvik. Expertise includes most facets of F&A in Operations, Headquarters and SSCs. Functions have ranged from Branch Controller to Treasury Manager, European Credit Controller and CFO.
Sandvik Greater China employ around 2,000 people and operate 7 manufacturing plants plus 25 sales offices. Sandvik is a public company employing around 40,000 worldwide and listed on the Stockholm Stock Exchange.Back to Top
https://www.linkedin.com/in/thielmann-alexander-b8a0395Back to Top
Global Shared Services SSC/GBS lead, with significant Finance Transformation experience running a mix of larger operational Transaction Processing Centres & smaller regional Front Desk Service Delivery Centres of Expertise, from many geographical locations. I enjoy working with passionate & engaged teams from different cultures, who excel in focusing on service delivery & customer satisfaction, with sound compliance & control. Have run ‘traditional’ Finance SSCs covering typical A2R, P2P & OTC functions, and expanded portfolios with additional support operations for Sales; Supply Chain/Procurement; HR; Facilities & Commercial Functions to provide strategic value add expertise activity & support for internal functions & external customers. I have a passion for this exciting evolving industry that keeps me on my toes! My rally cry for Global Shared Services is “Never Stand Still”, to push boundaries on Evolution, Continuous Improvement, Innovation & Revolution.
I spent almost all of my career in Shared Services to date with Unisys, a global Technology company, headquartered in Philadelphia, but have recently moved to VimpelCom, a leading global provider of telecommunications and digital services headquartered in Amsterdam and serving over 200 million customers
A Chartered Accountant (ICAI) with BSc Accounting from Queen’s University, Belfast, Ireland. Graduated from Executive Business Leadership program at INSEAD Business University, Fontainebleau, France. Qualified with KPMG in Ireland. Previously also led Regional Internal Audit & Compliance teams
For over 10 years I was the Co-Chair & Executive Steering Committee representative of European Council for Shared Services, and am a member of ACCA Finance Transformation global think-tank. I like to speak regularly at industry conferences in these areas. These important networks not only allow an opportunity to showcase our company but to work closely with other industry thought leaders to explore deeper insights into issues, challenges & opportunities we face as leaders in continuing to transform our finance & business operations through shared services, to bring best practices & innovation into our SSC Portfolios.
I live in Amsterdam, enjoy watching Celtic FC & going to deafening Heavy Metal gigs!Back to Top
Graham Russell joined WPP Group, the world leader in media communication services, in June 2011 as BPO Director, to assist in the evaluation and implementation of BPO across the Group. Mr. Russell has previous experience in the Pharmaceutical, Telecommunications and High Tech industries.
Graham was formerly the Global Head of Shared Services at AstraZeneca where he led the migration to and management of a regional based shared services and outsourcing environment. Before Astra Zeneca, Graham played the same role at Orange Business Services, which followed a period as VP Financial Processes and Systems, when he led the company to a single instance of Oracle operating standard global processes from five regional shared service centers. In his outsourcing work, Graham has worked with both Accenture and Genpact.
Prior to Orange Business Services, Graham spent 18 years with NCR Corporation in roles of increasing responsibility including County and Area Finance Directors, CFO Latin America, CFO & Business Operations Director, Services Division, Europe/Middle East /Africa and Area Director, Services Division, Southern Europe Area.
Graham joined NCR following several years at KPMG (then Peat Marwick) where he gained both audit and consulting experience.
Graham is married with 3 children and is in the process of relocating from the Washington DC area to the New York area.Back to Top
Jesus has 18 years of experience in Shared Services, Supply Chain and Customer Operations. He has a proven record of building high performance teams, develop talent and drive radical transformation. He has setup new missions and facilities, starting from scratch and has built deep operational expertise across Mergers and Acquisitions, Supply Chain, Order to Cash and Business Operations.
At the beginning of his career Jesus held several staff and management roles in Mexico, LA and US, including logistics, parts, general procurement and Strategic Sourcing across LATAM in 2004. When Jesus moved to Shared Services - Order to Cash, he led process and culture transformation to improve Mexico’s DSO to a record low of 24 days. Also, in 2005 Jesus led the first transition of IBM Mexico in-country on-shore operations to an offshore shared services model. As part of his role as Director of Shared Services strategy and PMO, in 2007 he developed a strategic plan that included selection, risk assessment and ranking of locations around the world.
Starting in 2010, he led the transition of large critical missions, including ~ 200 HC from US, Brazil and Canada to Guadalajara using methodologies to define the fastest more affordable path to offshore processes and roles. After this he was appointed in 2012 as Global Leader in Shared Services, he delivered 20% expense reduction in less than 1 year via radical simplification and cross geo workforce rebalancing. In 2014, he was responsible for transition 120 resources to a new facility within Brazil, along with developing a bold risk mitigation plan coordinating across the enterprise to avoid business disruption. From an operational point of view, Jesus managed $4B in order management and logistics, where he over-achieved KPI’s for < 24 hrs. Order entry, < 30 days dispute resolution and 5 days ship WW.
In 2015, as leader of Supply Chain’s PMO’s he has transitioned manufacturing operations, deployed TMS and transformed customer satisfaction by implementing the NPS survey methodology. Also, as operations leader Jesus led manufacturing teams in Mexico and China to drive 95% serviceability and keep days of backlog below 5 days.
He has a MBA from Thunderbird, School of Global Management and holds a US patent issued in 2008.Back to Top
Responsible for Global Operations across Kellogg GBS Captive and Out-Sourced Centers. Covering Order to Cash, Hire to Retire, Record to Report, IT Services, Demand Planning and Integrated Planning