View the Day One Agenda for the 2025 Shared Services & Outsourcing Week in Bogota occurring October, 20 to 22. Learn more today!
Our speakers will present in their preferred English or Spanish language. Translation services will be available onsite.
Global Business Services organization has undergone a bold shift from a transactional support model to one that drives enterprise-wide value. In this opening keynote, LATAM and global leaders share how they redefined their operating model, mindset, and talent strategy to align more closely with business priorities. Learn how they navigate the complexities of transformation while they maintain operational stability, and how value delivery is now measured, recognized, and rewarded across their GBS. In this session they will detail:
When operational misalignment slows down service delivery, metrics become your blueprint for change. In this session, Adidas shares how its LATAM GBS hub in Bogotรก rapidly shifted from structural instability to consistent, data-driven performance. With a focus on streamlining processes, accelerating onboarding, and refining KPIs, the team built market trust and unlocked new investment. Hear how they established a performance-first cultureโand how you can apply similar discipline to your own transformation journey.
Key Takeaways:
Learn how Adidas restructured its LATAM GBS operations to deliver measurable value through process stability and KPI consistency.
Explore the role of onboarding velocity, capacity management, and backlog cleanup in building a scalable, high-performing team.
Discover how customized reporting and end-to-end process mapping brought GBS closer to market expectations and global alignment.
Choose one of the Below Tracks Based on Interest and Maturity of Your SSO
As companies evolveโdivesting legacy operations, acquiring new business units, or upgrading ERP systemsโmeeting service expectations becomes more complex and critical. This session highlights how a mature shared services organization supporting FEMSA is managing SLA performance across a shifting landscape of internal clients and external stakeholders. With decades of experience, a strong governance model, and independent chargeback structure, this team is not just supporting changeโtheyโre embedding SLA adherence into every transformation. Learn how they're safeguarding performance, aligning with evolving business needs, and ensuring continuity as services transition to new ownership.
Key Takeaways:
Designing scalable shared services in the region often requires navigating fragmented processes, inconsistent data quality, and highly localized business requirements. This panel brings together leaders whoโve successfully addressed these structural and cultural challenges while building a foundation for long-term, multi-country service delivery. Learn how they balanced early standardization efforts with local flexibility, handled governance in politically diverse environments, and set up models that could grow with business ambition.
Discussion Points:
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 modelโachieving important process optimization and unlocking capacity at scale. Now, as the company expands scope, its GBS team is absorbing entire business units producing efficiency. Learn how a "Zero-Touch Mindset" and automation-first strategy reduced workload by 40% and enabled seamless integration in a fast-paced growth environment.
As global business demands grow, Shared Services organizations must evolve to stay agile, efficient, and aligned with enterprise goals. This session explores one companyโs real-world journey โ starting with operational stabilization and deep process redesign, followed by a strategic modernization phase focused on automation, standardization, and long-term value creation. After this groundwork was laid, the organization outsourced its core Shared Services functions to a global provider, while continuing the transformation journey with further automation and modernization initiatives to increase value creation and elevate efficiency to the next level. Discover key lessons learned and how the model was structured to deliver performance gains and support major initiatives such as the S/4HANA migration.
Key Takeaways:
Sustainable expansion requires more than just scaleโit demands a mindset of continuous evolution. In this session, hear how one leading organization is embedding Continuous Improvement into its GBS DNA to deliver consistent value, increase agility, and build a proactive service culture. Drawing from recent regional engagements and real-world results, this session highlights how a structured CI approach is driving operational excellence, unlocking efficiencies, and energizing teams across functions and geographies.
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 scaleโwithout 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:
AI and automation are redefining the way employees interact with their organizations, removing friction from daily tasks and enabling more meaningful work. From intelligent self-service to predictive support, digital tools are transforming how employees access information, collaborate, and grow within their roles. This session highlights how forward-thinking companies in LATAM are designing employee experiences that balance efficiency with engagement while preparing their workforce for the future.
Faced with the need to support a global portfolio and enable faster decision-making, Diageo set out to expand its shared services footprint beyond transactional processes with several services including FP&A in 2019. This case study explores how the team laid the foundation for a scalable, insight-driven model that now supports strategic finance functions across Latin-America.
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 companyโs 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:
Each Interactive Discussion Group (IDG) will be held 2 times for 40 minutes each, which allows for attendees to participate in multiple IDGs during this time period.
Inchcapeโs global finance organization has undergone a fundamental transformationโevolving from a decentralized, outsourced model into a unified, high-performing Global Business Services (GBS) organization. This session explores how Inchcape strategically brought its finance operations back in-house, building a captive model designed for scalability, efficiency, and long-term value creation. Attendees will gain an inside look at the business case, change management strategy, and operational design that made this transformation a success.
Key Discussion Points:
Explore the motivations behind shifting from a BPO model to a global captive GBS, and how the decision aligned with Inchcapeโs strategic objectives.
Understand how the organization redefined processes, technology, and governance to create a standardized, globally aligned finance function.
Learn the key lessons from building and maturing a GBS operation that continues to drive digital enablement, business insight, and continuous improvement across finance.