Jamie Thomas

Before you automate, map. Join this session for a step-by-step guide on how to bring order to operational complexity through process mapping and smart automation strategies specifically geared to new SSOs: 

• Uncover best practices to document and analyze workflows across key shared services functions to create a solid foundation before automation by uncovering inefficiencies, bottlenecks, and variation that need addressing
• Discover how to prioritize automation opportunities that deliver immediate impact with minimal complexity
• Use process mapping as a guiding tool to align technology investments with real operational needs, ensuring automation solutions are scalable and sustainable
• Gain practical advice on challenges specific to immature SSOs, including fragmented data, lack of standardization, and change resistance helping you navigate a smoother path to automation maturity
• Explore how involving frontline staff and stakeholders in process mapping drives buy-in and uncovers hidden insights critical for successful automation 

As organizations expand from single-country operations to global business services, the challenge isn’t just launching new centers, it’s making smart, sustainable decisions about where to grow, what to centralize, and how to manage risk along the way. GBS leaders will share real-world lessons on designing a scalable global footprint, building a business case that goes beyond labor arbitrage, and navigating tax, regulatory, and operational complexity across regions. Reflect on experiences with transitions that didn’t go as planned and how stronger governance, scenario planning, and finance partnership can prevent costly rework. Get a clearer view of how to balance cost, risk, and long-term flexibility when making major footprint decisions.