Shared Services & Outsourcing Week Conference
Main Day Two, Wednesday, September 17, 2025
Big Idea Stage
8:00 am - 8:50 am
Breakfast and Networking
8:50 am - 9:00 am
SSON Chairman's Opening
Brad DeMent -
Partner,
SCOTTMADDEN
9:00 am - 9:40 am
The Future of Shared Services: Driving and Proving Value in the Age of Technology
Karen Davis -
Vice President, Contact to Resolution (Shared Business Services),
US Foods
Guy Babbitt - Senior Vice President Shared Business Services, US Foods
The digital age demands a radical reimagining of shared services, transforming them from transactional hubs to strategic value engines. This panel will unpack how organizations can leverage digital technologies—automation, AI, and advanced analytics—to deliver demonstrable impact and redefine shared services by considering the integration of unconventional functions into shared services. We'll explore strategies for optimizing operations, crafting exceptional customer and employee experiences, and rigorously proving ROI through data-driven insights.
9:40 am - 10:10 am
The 2025 State of the Shared Services & GBS Industry Survey & Highlights
Naomi Secor -
Global Managing Director,
SSON Research & Analytics
The shared services model is not only in growth mode, but also increasingly shifting towards “Global Business Services” – the most effective means to achieving end-to-end process integration. Presented by SSON Research & Analytics, this data-rich session will:
- Highlight the tremendous expansion in service in modern shared services
- Recognize the capabilities that allow the model to shift from administration to core business support
- Discuss advances in data, automation and AI
- Review the most disruptive trends that taking our industry to the next level of value creation
10:10 am - 10:40 am
Networking Break and Demo Drive
10:40 am - 12:15 pm
Peer-to-Peer Interactive Discussion Groups (IDG) - Select 2 topics
2 IDGs @ 40 minutes each 10:40 – 11:25 am and 11:30 – 12:15 pm
10:40 am - 12:15 pm
IDG 1- Rethinking Risk, Spend & Compliance in the Age of AI-Powered Shared Services
Nathanael L’Heureux -
Chief Solutions Ambassador,
Oversight
10:40 am - 12:15 pm
IDG 2- How Can I Overcome the Challenges of Moving From Manual to Technology-Driven Processes?
Sam Cohen -
Senior Director, Finance Transformation, GBS,
Otis Elevator Co
Jamie Thomas - Owner, Simplify IA
10:40 am - 12:15 pm
IDG 3- Why Enterprises Are Going Beyond AI Agents to AI Employees?
Kenneth Upchurch -
Advisor,
Supervity
10:40 am - 12:15 pm
IDG 4- Transform Outcomes through End-to-End BPO Partnerships
Derek Aranda -
Former General Manager, Global Supply Chain,
Shell
10:40 am - 12:15 pm
IDG 5- Strategic AI for Indirect Tax: Moving Past Pilots to Trusted Adoption
According to recent Thomson Reuters Institute findings, AI adoption in indirect tax is uneven: while 47% plan to acquire GenAI capabilities, only 18% are exploring it today and many remain in early or manual stages. This interactive discussion will explore what a strategic AI roadmap looks like versus ad-hoc pilots within indirect tax—covering implications for ROI, compliance, and productivity—and how agentic AI can enable end-to-end workflows. We’ll dig into governance and trust (accuracy, explainability, oversight), the evolving role of tax and finance professionals from preparers to interpreters, and why organizations are leaning into upskilling over hiring. Bring your experiences and questions as we compare approaches, surface barriers, and pinpoint the GenAI skills and governance frameworks your tax and finance functions will need over the next 3–5 years.
Sponsored by: Thomson Reuters
10:40 am - 12:15 pm
IDG 6- Execute a Global Process Strategy to Ensure Efficiency & Alignment Across Operations
Johnnie Moore -
Former Head of Global Service Center BP Management Americas,
The JR Moore Group, Inc
Johnnie Moore
Former Head of Global Service Center BP Management AmericasThe JR Moore Group, Inc
10:40 am - 12:15 pm
IDG 7- Is Shared Services at a Crossroads? How Finance is Transforming in the AI Era
Josh Heenehan -
AP Solutions Consultant,
Vic.ai
10:40 am - 12:15 pm
IDG 8- The AI Payback Clock: Fund Accuracy Upstream
Michael Chasteen -
CRO,
Adlib Software
Every $1 spent cleaning documents saves $3–$5 downstream in model, HITL, and rework
Sponsored by: Adlib Software
12:15 pm - 1:15 pm
Networking Luncheon
Data
1:15 pm - 1:45 pm Accelerating O2C with AI – From Collections Chaos to Cash Flow Clarity Juliano Godoy - GM, Agile Enterprise Services, Philips 66Imreet Bhatia - Vice President, High Radius
What happens when you apply AI to one of the most overlooked, data-rich areas in finance—collections? In this fireside chat, two organizations share how they modernized their Order-to-Cash processes using AI to eliminate bottlenecks, unlock visibility, and accelerate cash flow.
You’ll hear how one company automated dunning, remittance, and cash application tasks to free up staff for high-impact collections—and used integrated AI tools to give teams instant access to invoice and customer data previously buried in ERP silos. Alongside that, learn how the Diocese of Orlando transformed manual, delayed donation tracking into an intelligent, automated workflow across nearly 200 locations—triggering next-day fund transfers with zero added headcount.
Together, these stories spotlight how practical AI—not expensive overhauls—can deliver immediate wins, create scalable digital foundations, and set the stage for more advanced agentic AI in the future of O2C.
Sponsored by: HighRadius
Process Excellence
1:15 pm - 1:45 pm From “As-Is” to “To-Be”: Standing Up HR Shared Services to Drive Operational Excellence at Scale Zachary Larson - Senior Director, People Strategy, Analytics, & Innovation, First StudentAt First Student, the world’s largest private student transportation company, we recognized that operational excellence in HR required more than incremental fixes; it required transformation. We began by conducting a rigorous “As-Is” analysis, using resource load studies, process mapping, and management system reviews to uncover where time, effort, and decision-making were breaking down.
Armed with these insights, we defined the “To-Be” future state and stood up a centralized HR Shared Services function to streamline processes, improve service delivery, and free managers to focus on what matters most: people and performance.
This session will share how we bridged the gap from research to execution, the lessons learned along the way, and the measurable impact of building a shared services foundation that supports both efficiency and employee experience.
Learning Objectives:
How to use “As-Is” research (resource load analysis, process critiques, operating system review) to diagnose organizational pain points.
Practical steps for designing and standing up HR Shared Services in a large, complex environment.
How to align future-state process excellence with improved employee experience, leadership bandwidth, and measurable business outcomes.
Workforce Management
1:15 pm - 1:45 pm The New Hire Experience: Comprehensive Onboarding Strategies Tonia McMillan - Vice President - HR Strategy and Shared Services, AmtrakDerek Aranda - Former General Manager, Global Supply Chain, Shell
Modern onboarding transcends basic paperwork; it's about crafting a welcoming and efficient experience for both new hires and their managers. This session delves into the strategic implementation of comprehensive new hire resources, designed to foster engagement and accelerate integration. We'll explore the creation of user-friendly digital portals that house essential policy acknowledgements, ensuring compliance while providing transparent access to company guidelines. Beyond compliance, we'll examine the power of structured "Meet and Greet" sessions, strategically scheduled throughout the first few weeks, to build connections and foster a sense of belonging.
1:45 pm - 1:55 pm
Transition
Data
1:55 pm - 2:25 pm The Hidden Catalyst in GBS Transformation: Trustworthy, Empirical Data Khiv Singh - Senior Vice President of Growth, Prohance AnalyticsAnand Baradwaj - Executive Director, Guidehouse
The Shared Services and GBS landscape is evolving at breakneck speed. Leaders are under pressure to not only deliver cost efficiencies but also retain talent, standardize processes, and accelerate digital transformation.
In this session, Guidehouse shares how trustworthy workforce analytics became the hidden catalyst in their GBS transformation journey. Guidehouse gained empirical visibility into workforce effort, identified opportunities for optimization, and translated insights into measurable business outcomes.
Join us as they walk through their story, unpacking real-world lessons, practical frameworks, and strategies for scaling transformation.
What You’ll Take Away:
How Guidehouse connected workforce effort with measurable business outcomes
Case study results: productivity gains, process optimization, and enhanced efficiency
A maturity-based roadmap to boost workforce effectiveness and adoption of workforce analytics
How empirical data is reshaping the future of work — moving from visibility to execution
Don’t miss this opportunity to hear directly from two seasoned leaders on how data-backed insights are driving real, outcome-based transformation in Shared Services and GBS.
Sponsored by: ProHance
Anand Baradwaj
Executive DirectorGuidehouse
Process Excellence
1:55 pm - 2:25 pm Embracing AI for Future-Ready Financial Operations with BlackLine Michael Krogermeier - CFO, CreditsafeAnita Espinosa - Finance Manager, Creditsafe
The next wave of transformation is here. Powered by artificial intelligence, future-ready financial operations are not just faster and more accurate—they’re more efficient and intelligent. Join us for a forward-looking discussion on how Generative AI and Machine Learning are redefining finance and accounting, with tangible impacts across shared services, record-to-report (R2R), and invoice-to-cash (I2C) processes.
Learning Objectives
- What it means to be “future ready” in shared services—and why it matters now
- How AI and Machine Learning are core to R2R and I2C
- The tangible benefits AI-powered solutions deliver for shared services teams today
Sponsored by: BlackLine
Anita Espinosa
Finance ManagerCreditsafe
Workforce Management
1:55 pm - 2:25 pm Managing a Global, Distributed Team & Centralizing Global Process Ownership Valquir Correa - Vice President, Corporate Finance, Baha MarReeta Pattanaik - VP, Cencora Business Services, CENCORA
Nicole Sherwood - Sr. Director, Finance, ABS
As organizations expand across borders, the challenges of leading globally distributed teams while maintaining consistent processes only grow more complex. In this fireside chat, leaders will share strategies for balancing local needs with global standards, fostering collaboration across time zones, and ensuring ownership and accountability in centralized process design. Attendees will gain practical insights into building trust across cultures, overcoming communication hurdles, and creating governance structures that drive both efficiency and employee engagement.
2:25 pm - 2:30 pm
Transition
Data
2:30 pm - 3:00 pm The HR Analytics Toolkit: Engagement and Self-Service Rhea Bauer - Senior HR IT Digital Consultant, BoschDave Polacheck - Director, Global HR Advisory, herronpalmer
In the modern HR landscape, shared services are no longer judged solely on transactional efficiency; they're evaluated on their strategic impact. This session delves into the critical role of metrics and analytics in demonstrating the value of HR shared services, focusing on the pivotal measures of employee engagement and self-service efficacy. We'll explore how to establish a robust framework for collecting, analyzing, and interpreting data, enabling HR teams to move beyond reactive service delivery and embrace a proactive, data-driven approach.
Sponsored by: Herronpalmer
Process Excellence
2:30 pm - 3:00 pm From Cost Center to Growth Engine: A Blueprint for the AI-Native GBS Alex Borges - Vice President, Global Shared Services, Forward AirVrinda Khurjekar - VP - Americas, Searce
Global Business Services leaders are under pressure to do more than just cut costs—they must become strategic partners that drive enterprise growth and innovation. This session, led by Vrinda Khurjekar, VP of Solutions Consulting at Searce, and Alex Borges,VP Global Shared Services, Forward Air, will provide a practical blueprint for this transformation. We will explore real-world insights on how they successfully leveraged an AI-native operating model to move from simple automation to a proactive engine for business agility and growth.
Here’s what you’ll gain from this session:
A Strategic Roadmap: Learn how to build a scalable and secure technology foundation that turns your GBS into a strategic partner for the entire enterprise.
Use-case discussions: Hear a first-hand account of current business challenges faced by Global Business Services leaders and the need for the right mix of AI partnerships.
The AI-Native Advantage: Discover how to embed AI into end-to-end processes, enabling high-value, front-office capabilities that drive better data-driven decisions and enhance customer experience.
Sponsored by: Searce
Vrinda Khurjekar
VP - AmericasSearce
Workforce Management
2:30 pm - 3:00 pm Level Up Your Team: Skills for the Future Erika Beltran - Senior Director, Financial Reporting, PepsiCoThe robots are coming...and that's a good thing! Automation is reshaping all shared services, creating a demand for more analytical and strategic skills. We'll explore targeted training programs, mentorship opportunities, and development initiatives that focus on critical thinking, problem-solving, and data-driven decision-making. Learn how to identify talent, assess skill gaps, and create a roadmap for developing a high-performing, strategically focused team.
3:00 pm - 3:30 pm
Networking Break
3:30 pm - 4:15 pm
Respect the Culture, Drive the Change: What They Don’t Teach You About Transformation in Strategy School
Dahlia Rigsby -
Director, Finance Shared Services,
West Fraser
What happens when you bring a proven shared services playbook into a company that isn’t ready for the script? This session shares the candid, behind-the-scenes story of West Fraser’s finance transformation—from a change resistant culture to emerging wins in FP&A and accounting.
You’ll hear how a finance-led effort evolved into a company-wide movement (sometimes reluctantly), and what it takes to drive standardization, automation, and centralization in an environment that limits the vocabulary and the approach. From cross-border tensions to gender dynamics, this is a real-world account of leading transformation where culture was the biggest variable—and the biggest opportunity.
What You’ll Learn:
- How to navigate deep cultural resistance between operations and finance
- Lessons from success (and misfires) in shared services and FP&A
- Tactics to build trusted relationships and momentum without relying on automation buzzwords
Sponsored by: ScottMadden
4:15 pm - 4:45 pm
The Collaboration Imperative: How Catalent’s Global Process Owners Are Powering the Future of Finance
Rachael Thorley -
Director and GPO of R2R,
Catalent
Eric Joyner - Senior Solutions Marketing Manager, BlackLine
Florian Bejko - P2P Process Owner, Catalent
In today’s fast-paced and complex business environment, siloed finance functions can no longer meet the demands of agility, efficiency, and transparency. True transformation happens when O2C, P2P, and R2R leaders work in harmony toward shared goals. This session brings together Global Process Owners from each of these towers to explore how cross-functional collaboration is enabling breakthrough results in shared services. Learn how world-class organizations are aligning processes, data, and technology to drive end-to-end value across the enterprise — and hear practical strategies for fostering a culture of collaboration, establishing joint KPIs, and navigating global complexity.
4:45 pm - 5:15 pm
AI Straight Talk: Capabilities and Roadblocks within Shared Services
Jeffrey DeWolf -
Director, Global Process Office,
Tetra Pak Group
Richard Stevens - Director, Procurement, Indeed
Jamie Thomas - Owner, Simplify IA
Beyond the buzzwords, what are the real capabilities and roadblocks of AI implementation in shared services? This session cuts through the hype and delivers an honest assessment of AI's potential and limitations. We'll explore the often-overlooked challenges of data quality, integration complexities, and the human impact of automation. Learn how to navigate the practical realities of AI adoption and avoid common pitfalls.
Sponsored by: Simplify IA
Jamie Thomas
OwnerSimplify IA
