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

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At 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. 

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. 

EJ Santos

Head of Farmers Business Services
Farmers Insurance

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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

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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

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In a business environment defined by rapid digital acceleration, workforce capability is the true engine of transformation. This session explores how global shared services leaders are designing dynamic competency frameworks that align employee development with strategic transformation goals. 

You’ll learn how to build a scalable skills matrix that supports continuous improvement, links individual growth to enterprise outcomes, and enables employees to adapt to disruptive technologies like AI and automation. We’ll cover how to embed change resilience into learning programs, use data to measure impact, and turn talent development into a lever for innovation. 

Whether you’re modernizing your service model or rolling out new digital tools, this session provides a practical blueprint for strengthening workforce readiness and building lasting competitive advantage. 

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. 

Juliano Godoy

GM, Agile Enterprise Services
Philips 66

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Managing Order-to-Cash across borders, ERPs, and currencies can feel like navigating a maze while blindfolded. This session offers a clear path to global O2C standardization, transforming complexity into a streamlined, strategic advantage. We'll explore how to build a robust yet adaptable global O2C framework, balancing centralized control with the nuances of regional markets. 

Nicole Sherwood

Finance Director
ABS

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Effective workforce management is critical to the success of Shared Services organizations striving to meet evolving business demands while controlling costs. This session will explore strategies and best practices for forecasting workload, scheduling talent, managing capacity, and maintaining high service levels—all within the unique operational environment of Shared Services.

Learn how to leverage technology, data analytics, and flexible staffing models to enhance workforce agility and optimize resource allocation. We’ll also dive into approaches to boost employee engagement and reduce burnout in high-volume, fast-paced service centers.

Whether you’re tackling fluctuating demand, remote/hybrid team challenges, or striving to improve performance metrics, this session offers actionable insights to transform your workforce management into a competitive advantage.