Inconsistent expectations, cultural differences, and fragmented stakeholder landscapes can make performance management especially challenging. This session explores how organizations are reimagining SLA and KPI frameworks to promote cross-border accountability, build service credibility, and drive aligned outcomes. Discover how tailored metrics and governance models are being used to clarify ownership, resolve misalignment, and move beyond reactive performance tracking. 

Key Takeaways: 

• Designing SLAs that accommodate varying business maturity and cultural expectations 
• Creating KPI structures that link to enterprise priorities across decentralized stakeholder groups 
• Using performance data to foster transparency, address friction points, and build trust 
• Real-world examples of metric-driven improvements across multi-location operations 

As enterprises demand more agility, insight, and impact from their support functions, shared services are stepping into a new role—not just as efficient operators, but as strategic enablers of business value. This session explores how forward-thinking leaders are reframing the narrative, evolving their teams from back-office executors into proactive drivers of enterprise-wide change. 

Key Takeaways: 

• How to reposition shared services as a center for innovation, insights, and business enablement 
• Strategies for unlocking enterprise value through process ownership, analytics, and end-to-end visibility 
• Practical examples of influencing cross-functional transformation from a shared services foundation 

As finance functions evolve from fragmented business unit structures to streamlined, process-centric operations, organizations are unlocking new levels of scalability and efficiency. In this session, learn how one company transformed its R2R landscape—processing exponentially more transactions with the same team size—by shifting from siloed workflows to harmonized, automation-ready processes. Hear firsthand about the challenges of migrating to SAP, the necessity of standardization, and how early turbulence gave way to AI-enabled insights and benchmarking. Discover what it really takes to build a lean foundation capable of supporting end-to-end automation at scale. 

Key Takeaways: 

• Learn why harmonization and process standardization are essential prerequisites for successful R2R automation. 
• Gain insight into lessons learned from a full-scale ERP migration and its impact on finance transformation. 
• Explore how AI is being incorporated post-automation to unlock benchmarking and performance visibility across accounting operations. 

According to SSON R&A data, nearly 48% of GBS organizations report struggling with internal capability gaps when attempting to implement Generative AI—often stalling progress before it truly begins. This session confronts the challenge head-on, offering proven strategies for Shared Services leaders to overcome organizational dysfunction, bridge talent divides, and align siloed teams. Learn how forward-thinking leaders are turning internal friction into momentum to successfully activate Gen AI. 

Key Takeaways: 

• Diagnose the most common internal roadblocks preventing Gen AI adoption in Shared Services 
• Build cross-functional alignment between IT, operations, and digital teams to accelerate readiness 
• Explore short-term capability-building strategies that enable experimentation without overinvestment 

In today’s fast-paced business environment, organizational agility is crucial to staying ahead of customer expectations. According to SSON Research & Analytics, this is a priority for 54% of growing GBS and SSOs in the LATAM region. This session will explore how Shared Services and GBS leaders can implement agile principles across their teams and processes to improve responsiveness, drive continuous innovation, and create seamless customer experiences. Attendees will gain insights on how to pivot quickly, adapt to change, and deliver high-quality service with speed and flexibility. 

Action Points: 

• Foster an agile mindset across departments and teams 
• Align agility with customer experience goals to drive measurable impact 
• Leverage real-world examples to demonstrate how agility exceeds customer expectations 

In a region facing economic uncertainty, rising costs, and shifting talent dynamics, building a future-ready GBS location strategy has never been more critical. This session offers a practical look at how leaders are identifying where and how to expand by aligning process needs, automation opportunities, and talent empowerment. Featuring insights from an executive with experience at Accenture and Mercado Libre, discover how to evaluate new cities, structure operations, and scale capabilities—especially in high-growth areas like crypto—without sacrificing cost efficiency or speed. 

Key Takeaways: 

• How to identify the right processes for transfer and match them with the most strategic new locations 
• Using automation and digital tools to ensure process consistency and cost savings across geographies 
• Strategies for empowering local IT teams and accelerating business growth in emerging service areas 

In siloed environments, even well-performing functions can struggle to deliver seamless end-to-end outcomes. This session explores how embedding customer experience at the heart of GBS can align diverse functions, surface process pain points, and drive enterprise-wide collaboration. By focusing on the voice of the internal customer, organizations can unlock opportunities that go beyond traditional performance metrics. 

• Create alignment across teams by anchoring on shared customer experience outcomes 
• Identify and address friction in cross-functional processes through continuous customer feedback 
• Shift from cost-driven operations to service-oriented delivery without sacrificing efficiency

Talent strategy in the region requires creative approaches to recruiting, retention, and capability-building amid high attrition rates, wage inflation, and uneven access to skilled professionals. This session offers a blueprint for developing a workforce that supports digitization and scale—without being derailed by regional volatility. Discover how leaders are reshaping their talent pipelines to support emerging technologies, future skills, and career development in markets where retention and competition are daily challenges. 

Key Takeaways: 

• Aligning talent strategy with automation and analytics while coping with skill shortages in key markets 
• Navigating the pressures of employee churn and pay inflation while maintaining performance 
• Building compelling upskilling and career growth programs in fast-changing business environments 
• Leveraging hybrid work models to expand access to talent beyond traditional urban hubs 

Many organizations in the region are facing the dual challenge of accelerating automation while developing a workforce still catching up on digital fluency. This panel explores how leaders are closing skill gaps, engaging employees in transformation efforts, and fostering a culture of learning despite limited training infrastructure. Discover how organizations are navigating resistance, building digital awareness, and preparing teams to partner with—not be displaced by—emerging technologies. 

Discussion Points: 

• Key digital skills needed to support automation and how to develop them at scale 
• Structure upskilling programs when internal L&D capabilities are limited or decentralized 
• Create employee engagement around automation instead of fear or resistance 
• Embed continuous learning into business-as-usual without hurting performance metrics 

As finance teams race to close faster and operate leaner, end-to-end automation is no longer a luxury—it’s a necessity. But automating individual processes isn’t enough. The real challenge lies in connecting systems, standardizing workflows across regions, and establishing meaningful KPIs that reflect true performance. This session explores how leaders are tackling integration across functions like AR, AP, Collections, and FP&A, while using automation to unlock speed, accuracy, and insight. 

• How to approach end-to-end automation by linking disparate systems and standardizing complex processes like forecasting, accruals, and reconciliations 
• Why vendor support and process mapping are critical for identifying and quantifying automation gaps 
• Strategies for reorganizing KPIs to reflect meaningful performance and accelerate the financial close cycle 

What happens when a GBS organization stops simply centralizing and starts truly optimizing? This session explores how one global company shifted from a lift-and-shift approach to a performance-driven model—achieving 50% process optimization and unlocking capacity at scale. Now, as the company expands through acquisitions, its GBS team is absorbing entire business units without increasing headcount. Learn how a zero-touch mindset and automation-first strategy reduced workload by 40% and enabled seamless integration in a fast-paced growth environment. 

• Learn how shifting from centralization to optimization redefined GBS’s value to the business 
• Understand the impact of zero-touch design in reducing manual effort and enabling scalability 
• Explore lessons in integrating new entities into GBS with no additional resources 

The most forward-looking Shared Services and GBS leaders are turning to an unlikely but powerful lever to drive internal engagement and enterprise buy-in: the company’s brand. When leveraged effectively, brand identity becomes a unifying tool to establish a cohesive shared services culture, enhance the internal employee value proposition, and clearly communicate GBS strategy and value across the business. This session explores how aligning Shared Services with the broader brand narrative can attract top talent, deepen stakeholder trust, and elevate service demand. 

Key Takeaways: 

• Use brand identity to foster a unified SSO/GBS culture across regions, functions, and delivery centers 
• Position shared services as an aspirational, strategic destination to attract and retain top talent 
• Activate brand messaging to clarify GBS value and generate greater pull from business stakeholders 

Ricardo Correa

People Services Head Americas
Opella

See Bio