Shared Services & GBS Select
March 24 - 25, 2025
Orlando, FL
Orlando, FL
Main Conference Day 2 - Tuesday, March 26, 2024
8:00 am - 8:50 am
EST
Executive Breakfast
This is an opportunity to review your customized itinerary for the day over morning coffee and connect with a few new faces.
8:50 am - 9:00 am
EST
Chairperson’s Opening Remarks
9:00 am - 9:45 am
EST
Keynote Panel: Demonstrating Shared Services & GBS Value to the Business
Peter Nag -
COO & Global Head of BPO Shared Services & Transformation,
Merck
John Wilke - Vice President of Enterprise Services, Zachry Group
Brad Killinger - CEO, Sapience Analytics
Establishing shared services/GBS as a strategic partner and cost optimizer for the business is consistently a top priority. In addition, this function is becoming an advocate for automation and technology initiatives to further optimize processes for smarter and faster operations. By adding in new value, shared service leaders are not only able to influence the business, but better meet the needs of their customer.
· Discuss how to create buy-in from senior leadership and prove your worth to stakeholders by relating to challenges they face onshore, listening to concerns and what works and what doesn’t work in terms in being effective in value proposition
· Explore how to communicate data to influence technology investments and projects
· Hear examples of how standardization, flexibility and recalibration of internal talent can create bench strength for efficiency
· Create visibility to hidden arbitrage and assess how it creates cost savings and growth potential at a lower cost
· Discuss how prioritizing your customer experience and relationships can optimize your value for the enterprise
9:45 am - 10:15 am
EST
Trend Spotlight: 2024: the year of Problem Solving and Workforce Optimization
Tom Bangemann -
Head of Data, Development & Research,
SSON Research & Analytics
This is the year SSO/GBS stabilize by rebuilding on the basics, but also find themselves having to navigate the tidal wave barreling down on them in the shape of digitization. Transactions still form the foundation of service delivery but expectations around new capabilities are driving much of the scope expansion we will witness in the year ahead. Join us for a review of the key trends shaping GBS this year and how to ensure you stay on the cutting edge.
As the industry continues to bring forth new tools, strategies and technologies to further drive efficiency we have curated a few sessions focused on technology adoption, process efficiencies and building the business case for your leadership.
*Preregister for Your Business Case Think Tanks
BUILDING A BUSINESS CASE THINK TANKS
10:15 am - 10:45 am Networking BreakBUILDING A BUSINESS CASE THINK TANKS
10:45 am - 11:15 am The Power of GenAI: Transforming Document Processing Automation Bala Arumugam - Chief Growth Officer, KlarityDiscover how GenAI is revolutionizing workflows and addressing Intelligent Document Processing (IDP) challenges, offering unprecedented accuracy, speed, and scalability. Explore the latest trends and developments in GenAI, including real-world examples of its impact across various industries. Gain practical strategies to prepare your organization for the future of document processing automation, and learn how to leverage GenAI technologies to drive sustainable growth in today's digital landscape.
BUILDING A BUSINESS CASE THINK TANKS
11:15 am - 11:45 am Leading Strategies for Expanding Scopes of Service or Adding in New Services for Better Value Daniel Santanna - Director, Shared Services, North America, TK ElevatorStephen Lenich - Vice President, Shared Services, TK Elevator
Adding in new services to your shared service model can show added value to the business by creating additional cost savings. Service like sales and operation support, customer service, marketing and project management might be considered. Hear lessons learned from peers on how to expand your services successfully within your organization and eliminate bottlenecks for streamlined transitions.
A series of 30-minute consultative meetings with service providers that can help provide insights and value to your roadmaps, strategies, and plans for the quarters to come: based on mutual availability and personal preference.
1:1 Business Meetings
10:15 am - 10:45 am 1:1 BUSINESS MEETINGS1:1 Business Meetings
10:45 am - 11:15 am 1:1 BUSINESS MEETINGS1:1 Business Meetings
11:15 am - 11:45 am 1:1 BUSINESS MEETINGS
11:45 am - 12:00 pm
EST
Stretch Break
Take a few minutes to refill your coffee before we reconvene for exciting content!
12:00 pm - 12:30 pm
EST
Project Analysis: Partnering with C-Suite to Reboot Shared Services to Meet Business Needs
Manny Korakis -
CFO,
Presidio
Navigating market uncertainty has proven to be challenging. Hear from C-Suite to understand business priorities and how shared services can support changing needs. Hear the C-Suite perspective on:
- Creating a flexible roadmap for cost management and growth in an uncertain market
- Investment considerations regarding centralization and data technologies
- Better involving executive leadership in the process mapping/decision making
- Prioritizing customer experience within Shared Services models
12:30 pm - 1:00 pm
EST
BPO to the Rescue! Identifying Opportunities and Creating Strong Relationships for Efficiency and Resource Management
Srini Cherukumilli -
Head of Global Business Services,
Tropicana Brands Group
Anurag Chaturvedi - Vice President, Operations Strategy and Transformation, Kyndryl
Jose Sorondo - Director Global Finance Shared Services, lululemon
Providing your workforce with value-forward tasks is a major focus for leadership given the current landscape. Given the shrinking workforce, leaders are leveraging BPOs to take on certain activities that are time consuming, repetitive, and high volume in nature to free up employees to focus on core business tasks. Join experts as they share their insights and best practices on how to partner, execute and manage the process when working with a BPO.
· What key factors need to be addressed when considering the decision to use a BPO? What benefits does it offer to the business?
· When considering preparation and management, how do you overcome fragmenting your process to not disrupt quality and speed? What oversight is needed?
· Consider the role of labor arbitrage and the opportunities using a BPO presents to your business
· How do you transition processes to external partners without disrupting service?
· What are the success factors to which you can measure ROI?
· Is this a short- or long-term decision?
1:15 pm - 2:15 pm
EST
Executive Luncheon
Join peers for a sit-down lunch to mingle with new connections!
As the industry continues to bring forth new tools, strategies and technologies to further drive efficiency we have curated a few sessions focused on technology adoption, process efficiencies and building the business case for your leadership.
*Preregister for Your Business Case Think Tanks
BUILDING A BUSINESS CASE THINK TANKS
2:15 pm - 2:45 pm BYO ChallengeTake 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.
BUILDING A BUSINESS CASE THINK TANKS
2:45 pm - 3:15 pm Enhancing Customer Experience Management to Differentiate Your Service Pinku Dutia - Head of Strategic Initiatives, Iron MountainCreating customer retention is proving to be more cost effective for businesses, so value-added partnerships are a top priority. Advancing and streamlining your customer experience can drive efficiency and continuous improvement. Explore strategies to operationalize data to better meet user expectations and consider tools like predictive analytics that can help to support the process to anticipate future needs.
BUILDING A BUSINESS CASE THINK TANKS
3:15 pm - 3:45 pm Maintain Process Excellency by Optimizing your GPO Rohit Dhir - Head of Global Financial Shared Services, Zoetis Inc.Creating ownership and accountability of processes enterprise-wide can make a significant difference in operations if done right. Navigate the ins and outs of utilizing and supporting a global process owner (GPO) in your organization.
BUILDING A BUSINESS CASE THINK TANKS
3:45 pm - 4:15 pm To Outsource or To Automate? Nicole Caley - Director, Shared Services A/P, Aspen DentalWhen optimizing your processes you are faced with the choice to outsource or to automate? Can you go tech-first and skip the outsourcing step? Or do you need a quick hand off and circle back when the time is right? Engage in meaningful conversations to troubleshoot case by case.
A series of 30-minute consultative meetings with service providers that can help provide insights and value to your roadmaps, strategies, and plans for the quarters to come: based on mutual availability and personal preference.
1:1 Business Meetings
2:15 pm - 2:45 pm 1:1 Business Meetings1:1 Business Meetings
2:45 pm - 3:15 pm 1:1 BUSINESS MEETINGS1:1 Business Meetings
3:15 pm - 3:45 pm 1:1 BUSINESS MEETINGS1:1 Business Meetings
3:45 pm - 4:15 pm 1:1 BUSINESS MEETINGS
4:15 pm - 4:30 pm
EST
Afternoon Stretch
Take a few minutes to stretch your legs – but don’t go too far! Sessions will be starting shortly.
4:30 pm - 5:00 pm
EST
Improving the Employee Experience through People Development to Combat Inflated Attrition
Stephen Sharlow -
Vice President, Global Shared Services,
Brinks, Inc.
With the sustained levels of attrition across the board, people development is a top priority for companies who want to stay competitive. Join this session to unlock strategies to help reach goals of 10% attrition rates within your Shared Service Center through flexible options and opportunities including:
· Fostering high engagement of employees in company culture
· Creating career paths to reduce turnover and cost savings for the business by investing time in educating your workforce in knowledge of other opportunities available internally
· Leveraging mentoring initiatives to connect your employees internally and externally
· Promoting a mental wellbeing program
· Tips and tricks to manage an evolving workforce
