Shared Services & GBS Select Leadership Summit
Orlando, FL
Main Conference Day 2 - Tuesday, March 17, 2026
Check out day 2
8:00 am - 9:00 am
EST
Executive Breakfast
8:50 am - 9:20 am
EST
Managing Growth and Resources: Balancing Workloads and Scaling Shared Services
Daniela Tiuso Villamil -
Hub Engagement & Transformation Lead - Bogota,
Opella
As organizations continually reorganize and bring work in and out of Shared Services, the pressure to manage resources effectively grows. This session explores how to balance increasing demands with finite capacity, drive labor arbitrage, and leverage economies of scale to optimize Shared Services performance.
• Learn strategies for managing resource allocation and maintaining service quality despite expanding workloads
• Discover how to drive labor arbitrage and scale effectively, ensuring Shared Services remains a strategic business asset
9:20 am - 9:45 am
EST
How Must GBS Evolve to Deliver Strategic Value?
Peter Nag -
Global Head BPO and GBS,
Merck
GBS is moving beyond continuous improvement toward leveraging agentic AI to drive enterprise-wide impact. This session explores practical approaches for integrating AI, optimizing productivity, and timing AI adoption effectively.
• Building transparency with internal teams and third-party partners
• Treating AI as an end-to-end solution rather than a point improvement
Challenge Rounds
9:45 am - 10:15 am Upskilling for the Future: Preparing the Workforce for a Tech-Driven GBS Environment Monica Santilli - Assistant Vice President of Delivery Excellence, L'OréalTransactional roles in shared services are rapidly being disrupted by AI and automation. GBS leaders must act now to ensure their workforce can not only adapt but excel alongside emerging technologies in a complex global environment. This session dives into how organizations can turn upskilling into a strategic advantage, bridging the gap between technology adoption and human capability.
• Discover actionable strategies to reskill and upskill employees, transforming transactional teams into tech-enabled value creators.
• Learn how to design workforce development programs that account for generational differences and global deployment, ensuring readiness for AI-driven change.
Challenge Rounds
10:15 am - 10:45 am Challenge Round: Turning GBS Data into Stories that Drive Action Ranil DeSilva - Chief Financial & Operating Officer, CAREData alone doesn’t change an organization — the story behind it does. We’ll explore how GBS leaders can bridge the gap between analytics and influence, using data-driven narratives to spark alignment, inspire confidence, and accelerate decision-making.
• From insight to impact: Discuss approaches for framing analytics so they lead to clear, strategic action across functions.
• The narrative advantage: Explore how to connect metrics to business priorities in a way that resonates with both operational teams and executives.
1:1 Business Meetings
9:45 am - 10:15 am 1:1 BUSINESS MEETINGS1:1 Business Meetings
10:15 am - 10:45 am 1:1 BUSINESS MEETINGS
10:45 am - 11:15 am
EST
Networking Break
11:15 am - 11:45 am
EST
Creating an Innovation Ecosystem: Building a Culture of Continuous Improvement in GBS
Amy Neely -
SVP, Finance and Payroll Operations,
Coca-Cola Bottlers' Sales & Services
Innovation is key to staying competitive in today’s fast-paced business environment. This session will explore how GBS organizations can build a culture that encourages continuous improvement, fosters creativity, and drives organizational success through innovative thinking.
• Learn how to foster an innovative mindset and create environments where experimentation and new ideas thrive
• Discover best practices for creating cross-functional teams that drive innovation and lead transformational change
Amy Neely, Senior Vice President. Financial Services Operations, Coca Cola Bottler Sales and Services
Sustainability is no longer optional—it's a core business objective. This session will explore how GBS organizations can drive sustainability initiatives across their operations, aligning them with the overall environmental goals of the business.
• Learn how to embed sustainability in GBS operations, from reducing energy consumption to improving supply chain practices
• Discover the role of GBS in driving the broader sustainability agenda within the organization
1:1 Business Meetings
11:45 am - 12:15 pm 1:1 Business Meetings
12:15 pm - 1:15 pm
EST
Executive Lunch
As the enterprise reinvents itself in a rapidly evolving world, GBS must do more than adapt—it must lead. This session challenges GBS leaders to architect agile, multifunctional models that deliver on today’s business needs while staying ahead of tomorrow’s disruption.
• Learn how to align GBS strategy with the unique priorities of CFOs, CHROs, CIOs, and regulators.
• Explore how resilient GBS models connect efficiency, customer growth, and total cost of ownership into one business value engine
1:1 Business Meetings
1:15 pm - 1:45 pm 1:1 BUSINESS MEETINGSTake time to engage with peers and new connections to dive into the challenges on your plate. Benchmark and share experiences in small groups to move the needle on your projects and take away action items to inspire the next steps for your organization.
