Main Conference Day One: November 10, 2020

MC 1

11:00 am - 11:10 am Opening Remarks

11:15 am - 12:15 pm WORKSHOP: The Essentials for Change Management Success: Ensuring a Smooth Transformation and Avoiding the Hurdles

Courtney Jackson - Partner, ScottMadden, Inc.
Patricia Ferris - Partner, ScottMadden, Inc.

How do you establish an efficient, consumer-focused, world-class HR function while meeting organizational needs and readiness? In this session, we will uncover leading change management approaches, communications, marketing, and training strategies and provide tactics for success.


Courtney Jackson

ScottMadden, Inc.


Patricia Ferris

ScottMadden, Inc.

HR Shared Services (HRSS) is used to managing a dispersed workforce. However, now that more employees than ever are working from home, how can they ensure there is the same amount of engagement and continued performance? This panel discussion will answer these questions and more…

  • From sentiment analysis to mining tools, what does the technology landscape look like for the latest data insights?
  • What are best-in-class practices to track, monitor and maintain data to keep your finger on the pulse of your organization?
  • Finding the right indicators: what does disengagement really look like in the data?

Monique D Jefferson

Head of HR, Business Services - Americas
Hogan Lovells


Tyrone Smith PhD

People Operations & Workforce Analytics Leader


Elliott Dykes

Sr. Director HR Operations

12:50 pm - 1:10 pm Comfort Break

1:10 pm - 1:40 pm USE CASE Improving Employee Wellbeing at Castellini: From Physical, to Mental and Financial Health

Bonnie Curtis - Chief Human Resources Officer, Castellini Group of Companies

With experience across HR, Supply Chain and Change Management, Bonnie Curtis knows it can be hard to move the needle on employee satisfaction. Join this session to hear how Bonnie has led a cultural revival during both a companywide consolidation and covid, in order to install systems for learning and development, career growth and performance management.

  • New expectations for what a happy and healthy employee means and needs
  • Updating the employee benefits that promote a competitive wellbeing package
  • Tools used to track employee sentiment, maintain stable scores and responding to poor scores

Bonnie Curtis

Chief Human Resources Officer
Castellini Group of Companies

1:45 pm - 2:15 pm AdventHealth: User Focused Design with Front Line Heroes in Mind

Tom Nesteruk - VP HR Shared Services, Advent Health

Five years post-launch, this rapidly growing healthcare organization continues to advance along their transformation journey, and recently undertook their own internal shared services “health check”. Join this session to hear how a unique service culture evaluated various HRSS optimization opportunities, and followed a user-focused design approach to prioritize efforts. Discussion will include a case study for shifting the paradigm for delivery of leave of absence– a highly complex and personal HR process – from a cost-focused legacy to a user-experience driven outcome. Find out how this organization was ultimately able to achieve a lower cost and more streamlined solution, as a result of customer engagement and insights.

  • Evaluating service delivery improvement opportunities and prioritizing user-focused impacts
  • Developing methodology to acquire breadth and depth of customer inputs, including designing relevant customer personas
  • Presenting a united solution that maintains or reduces overall cost while improving customer experience


Tom Nesteruk

VP HR Shared Services
Advent Health

2:20 pm - 2:50 pm VIRTUAL ROUNDTABLE HR Operations as a Customer Service

Kelly Timpane - VP Human Resources, Precision Medicine Group
  • What does customer service in HR look like?
  • Becoming seen as a service organization by your employees
  • Setting clear SLAs (Service Level Agreements) for HR Operations

Kelly Timpane

VP Human Resources
Precision Medicine Group

2:50 pm - 2:55 pm Closing Remarks