Shared Services & GBS Select
September 16 - 17, 2024
| Houston, TX
DAY 2: Tuesday, September 17, 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
Day Two Opening Remarks
Carla Sarti -
Former Vice President Global Business Services,
Lear Corporation
9:00 am - 9:45 am
EST
Keynote Panel: Simplify, Standardize & Enhance Processes to Support Organizational Restructuring
Jennifer Kruman -
Executive Director, Business Intelligence and Operational Excellence Lead,
The Estee Lauder Companies
Dina Baker - Senior Director, Business, Technology, and Operations, Amazon
Laura Hendrix - Senior Vice President, Director, Robotic Process Automation (RPA) and Process Improvement, First Horizon Bank
Understanding how Shared Services can absorb more services without it resulting in extra costs to the business is critical in the current market. Whether you are adding in new services to your shared services or looking to standardize and elevate current processes for cost savings and efficiencies to support a restructure, join leaders as we create a roadmap for the future:
- Analyze current services and weigh the value add to your shared services against your cost analysis
- Discover gaps in service and areas of success to determine what is working and what needs attention
- Uncover bottlenecks in service delivery for opportunities to enhance processes for a better experience
- Consider outsourcing as a resource management tool
- Explore strategies on how to best align expectations across teams when standardizing processes
- Assess tools and technologies that are moving the needle to create more efficiencies, resulting in cost savings
Jennifer Kruman
Executive Director, Business Intelligence and Operational Excellence LeadThe Estee Lauder Companies
Laura Hendrix
Senior Vice President, Director, Robotic Process Automation (RPA) and Process ImprovementFirst Horizon Bank
9:50 am - 10:15 am
1:1 Business Meetings
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.
10:20 am - 10:45 am
1:1 Business Meetings
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.
9:50 am - 10:15 am
Challenge Round: Improve your Productivity by 20% – Revolutionize Workforce Optimization through Analytics
Leveraging insights into workforce productivity and operational processes are highly valuable when striving to do more with less. Enabling data-driven decision making unlocks the full potential of work by helping shared services understand work patterns, gaps, shrinkages and leakage in operations. Join peers to hear best practices in data analytics and leading productivity tools.
10:20 am - 10:45 am
Challenge Round: Benchmark KPIs and Compare Dashboards for Customer Excellence
The key to lasting customer satisfaction is continuous iteration based on feedback. Understanding bottlenecks in processes and being able to visualize and improve in real time leads to a more positive and efficient experience. Discuss different standardized metrics and KPIs, including timeliness and accuracy, that leaders find impactful and benchmark dashboards used to create a dynamic reporting process to increase overall productivity.
10:55 am - 11:10 am
EST
Networking Break
Take a few minutes to refill your coffee before we reconvene for exciting content!
11:10 am - 11:40 am
EST
Panel: Improve Performance, Delivery and Experience in a Customer Era
Suzanne Leopoldi-Nichols -
Former Chief GBS Officer,
WPP
Cost reduction, service excellence and service effectiveness are the top drivers leading to the end goal of delivering an exceptional customer experience. Optimizing customer experience processes requires a shift in Shared Services and continuous evaluation to ensure you are providing services in a timely and satisfactory manner.
- Leverage customer feedback including surveys, interviews, focus groups, etc. to uncover bottlenecks in the customer journey and opportunities for process improvement
- Empower employees through trainings, tools and resources for excellent service and communication
- Break down silos, foster collaboration cross functionally for seamless experience
- Adopt a continuous improvement mindset, evaluate regularly and refine processes based on feedback and data
- Implement process automation to improve accuracy, consistency and speed of service delivery
11:45 am - 12:10 pm
1:1 Business Meetings
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.
12:15 pm - 12:40 pm
1:1 Business Meetings
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.
11:45 am - 12:10 pm
Challenge Round: Applying Gen AI Functionalities to Your GBS Portfolio
Increase value for customers and overall productivity through the integration of new technology. Explore use cases and opportunities to leverage Generative AI that you can incorporate into your tech stack.
12:15 pm - 12:40 pm
Challenge Round: Transitioning to a Successful End-to-End Process Structure
Dina Baker -
Senior Director, Business, Technology, and Operations,
Amazon
How do you move from structured silos and transition to an end-to-end model? Successful transitions and integrations consider communication, stakeholders, people, technology implementations and KPIs alignment. Hear best practices and lessons learned when handling these touchpoints between functional components and the people involved to assist in a well-managed transition.
12:45 pm - 1:45 pm
EST
Executive Lunch
Join peers for a sit-down lunch to mingle with new connections!
1:45 pm - 2:15 pm
EST
Bring your Own Challenge
Take 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.
2:20 pm - 2:45 pm
1:1 Business Meetings
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.
2:50 pm - 3:15 pm
1:1 Business Meetings
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.
2:20 pm - 2:45 pm
Challenge Round: Location Strategy Planning – Uncovering the Best Site for Your Needs
Vijay Rao -
Chief People Officer,
Okta
When choosing your next site, you need to consider what location will fit your business needs best. Talent, costs, languages, time zones, industry and so much more impacts this decision and takes times to evaluate. Where is the next best place to be? We want to know where you have been, why it works and where you are looking to go next. Join peers to stay on top of location planning.
2:50 pm - 3:15 pm
Challenge Round: Benchmarking for Cashflow Improve DPO and DSO for Efficiencies
Identify opportunities to create a better experience for customers and cashflow for the business by streamlining DPO and DSO processes. Brainstorm metrics, automation tools and best practices to make the greatest impact on payment standardization and dispute management.
3:15 pm - 3:45 pm
EST
Afternoon Break
Take a few minutes to stretch your legs – but don’t go too far! One final session will be starting shortly.
3:45 pm - 4:10 pm
1:1 Business Meetings
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.
4:15 pm - 4:40 pm
1:1 Business Meetings
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.
3:45 pm - 4:10 pm
Challenge Round: Creating an Agile Automation Strategy to Drive Process Improvement
Mindie Fischer -
Senior Vice President, Operations Enablement and Automation,
US Bank
They key to smart investments is to use automation on problems you are trying to solve for or KPIs you are trying to improve. Whether that be increasing accuracy, time savings, lowering risk or reducing costs, automation can be used to improve productivity and processes at scale. Unpack these benefits and hear successful use cases of how leaders are using automation to transform their processes.
4:15 pm - 4:40 pm
Challenge Round: Speaking Your Leaderships Language – Unlocking a Roadmap to Create Effective Business Cases to Move the Needle
Rob Bradford -
Vice President, Global Business Services,
Kimberly Clark
Creating a successful business case that actually resonates with leaders does not start and end with the hard numbers. In fact, the qualitative benefits are often the key to making a difference with C-suite. Discuss strategies and best practices to deliver impactful business cases to leadership, backed by data insights to propel the business forward.
4:45 pm - 5:15 pm
EST
Project Analysis: When to Reinvent Yourself as a GBS?
If you’re not at the forefront of driving your own disruption, are others planning it without you? Learn how to use GBS for “value creation,” how to transition to a new phase, and determine what is next!
- Break down the definition of success in a GBS
- Explore when is the right time for a new strategy and best practices on how to approach this
- Discuss what the future of GBS could look like and strategies to meet that vision
