MAIN CONFERENCE DAY ONE, TUESDAY, OCTOBER 21, 2025

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.

8:00 am - 9:00 am Registration and Breakfast

9:00 am - 9:10 am Opening Remarks from SSON


9:10 am - 9:15 am Chairperson's Opening Remarks

Esteban Carril - Managing Director, LATAM, Chazey Partners
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Esteban Carril

Managing Director, LATAM
Chazey Partners

9:15 am - 10:00 am Evolve from Efficiency to Impact: The Journey to Value-Driven Service Delivery

Carlos Santos - CEO, Amrize

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: 

  • What prompted transformation from a transactional to a value-centric GBS model 
  • How the operating model and service architecture were reshaped to align with enterprise value levers 
  • The cultural, capability, and leadership shifts required to make โ€œvalueโ€ more than a buzzword 
  • Lessons learned in managing stakeholder expectations and sustaining momentum across regions 
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Carlos Santos

CEO
Amrize

10:00 am - 10:30 am From Chaos to Clarity: Establishing a Global Standard for GBS in LATAM

Sofia Becerra - Sr. Director of GBS Operations, Adidas

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 cultureโ€”and 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. 

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Sofia Becerra

Sr. Director of GBS Operations
Adidas

10:30 am - 11:00 am Morning Refreshment Break

11:00 am - 11:00 am TRACK SESSIONS BEGIN

Choose one of the Below Tracks Based on Interest and Maturity of Your SSO

Shared Services Foundations Track

11:00 am - 11:30 am Maintain SLA Performance to Enable Seamless Business Transitions
Mauricio Gonzalez - Director of Financial Services, FEMSA

As companies evolveโ€”divesting legacy operations, acquiring new business units, or upgrading ERP systemsโ€”meeting 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 changeโ€”theyโ€™re 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: 

  • Translating governance models and internal tools into SLA stability during ERP and ownership transitions 
  • Managing service continuity while divesting business units and onboarding new acquisitions 
  • Aligning SLA delivery with a federated business model through proactive communication, performance dashboards, and cross-functional accountability 
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Mauricio Gonzalez

Director of Financial Services
FEMSA

Shared Services Foundations Track

11:35 am - 12:05 pm Laying a Scalable Foundation Amid Regional Complexity
Claudio Martinez - Executive Director, Global Shared Services, Syneos Health

    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 whoโ€™ve 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:

    • Balancing standardization with flexibility across multi-country operating environments
    • Designing service scope and governance to manage country-specific regulations and business maturity
    • Building executive alignment in matrixed organizations and managing conflicting stakeholder priorities
    • Lessons learned in infrastructure readiness, data consolidation, and change management during early design
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    Claudio Martinez

    Executive Director, Global Shared Services
    Syneos Health

    AI and Automation Track

    11:00 am - 11:30 am Optimize Order-to-Cash: Standardization, Automation, and Global Rollout

    The order-to-cash process is crucial for maintaining a smooth flow of revenue but optimizing it across multiple regions can be complex. This session will explore how to standardize and automate the O2C process to drive efficiency, improve customer experience, and enhance cash flow management. Learn how to roll out these improvements on a global scale and ensure alignment with business objectives.
    Key strategies for standardizing and automating the order-to-cash process across global operations
    The role of technology in improving customer experience and accelerating cash collection
    Lessons learned in managing a global rollout while maintaining local adaptability
     

    AI and Automation Track

    11:35 am - 12:05 pm Accelerating Digital Talent Growth at Bosch Latin America
    Amanda Sa - Director of Digital Transformation, Robert Bosch
    Andrรฉ Bertolin - Chief Financial Officer, Robert Bosch
    Bosch is turning its long tradition of technical training into a powerful driver of digital transformation and social impact. Launched in partnership with SENAI, the Digital Talent Academy (DTA) has scaled rapidly from a 17-student pilot to more than 400 apprentices, preparing young people with 3,200 hours of intensive education in programming, AI, data analysis, and automation. With a 95% retention rate and a strong focus on diversity, the program is building a high-performing digital workforce while creating opportunities for underrepresented groups.

    • Learn how Bosch plans to train 1,000 digital talents in Brazil by 2030 through a dual-education model combining theory, practice, and real-world projects.
    • Explore how the curriculum blends technical expertise, problem-solving, and teamwork to prepare apprentices for immediate impact.
    • Discover how an inclusive, highly competitive selection process is shaping a diverse and resilient pipeline of future leaders.
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    Amanda Sa

    Director of Digital Transformation
    Robert Bosch

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    Andrรฉ Bertolin

    Chief Financial Officer
    Robert Bosch

    Global GBS Expansion Track

    11:00 am - 11:30 am Scaling Without Strain: How a Global Business Services Model Enables Growth with Efficiency
    Sylvia Cantuรฑa - Western GBS Finance Director, SLB

    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 modelโ€”achieving 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.  

    • Learn how shifting from centralization to optimization redefined GBSโ€™s value to the business  
    • Understand the impact of zero-touch design in reducing manual effort and enabling scalability through process adherence  
    • Explore lessons in integrating new scope into GBS with no additional resources 
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    Sylvia Cantuรฑa

    Western GBS Finance Director
    SLB

    Global GBS Expansion Track

    11:35 am - 12:05 pm From Stabilization to Strategic Outsourcing: A Transparent View on Transforming Global Shared Services
    Andre Aguiar - Director, Global Process Owner, AngloGold Ashanti

    As global business demands grow, Shared Services organizations must evolve to stay agile, efficient, and aligned with enterprise goals. This session explores one companyโ€™s 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:  

     

    • Discover the critical groundwork required before outsourcing โ€” including operational stabilization, process redesign, and the establishment of global standards, governance, and service placement strategy. 
    • Understand the key lessons learned from a transparent, practitioner-led journey โ€” covering change management, communication, stakeholder engagement, and cultural alignment across regions.  
    • Learn how to sustain service quality and unlock long-term value in an outsourced model โ€” through effective governance, continuous automation, and a balanced approach between global scalability and local needs. 
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    Andre Aguiar

    Director, Global Process Owner
    AngloGold Ashanti

    12:05 pm - 1:05 pm Networking Lunch

    Shared Services Foundations Track

    1:10 pm - 1:40 pm Embedding a Culture of Continuous Improvement to Power Shared Services Growth
    Erick Castillo - Continuous Improvement Manager, Alcon Laboratories

    Sustainable expansion requires more than just scaleโ€”it 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. 


    • Explore how a formal CI framework supports global standardization while encouraging local innovation 
    • Learn how this GBS team is using Continuous Improvement to engage employees, streamline processes, and enable scalability 
    • Walk away with practical strategies to embed CI into your service delivery model and create lasting impact 
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    Erick Castillo

    Continuous Improvement Manager
    Alcon Laboratories

    Shared Services Foundations Track

    1:45 pm - 2:15 pm Design a Talent Strategy That Overcomes Labor Market Volatility
    Francys Romero - LAC GBO HRBP Leader, Diageo

    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 scaleโ€”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 
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    Francys Romero

    LAC GBO HRBP Leader
    Diageo

    AI and Automation Track

    1:10 pm - 1:40 pm Enhancing the Employee Journey with AI and Automation

        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.

        • How AI-driven tools are simplifying everyday employee interactions and boosting productivity
        • Practical examples of automation enhancing learning, collaboration, and internal mobility
        • Strategies to ensure technology adoption strengthens culture and employee satisfaction

        AI and Automation Track

        1:45 pm - 2:15 pm Banking Secrets for GBS: Mastering Automation, Centralization & Standardization in the Region
        Juan Restrepo - Latam Global Cash Management, BBVA

        Global Business Services leaders are under pressure to move beyond disparate bank portals and manual workarounds toward a single, scalable operating model for cash, payments, reporting, and employee onboarding and benefits. From a bank-side vantage point, this session reveals practical playbooks to automate end-to-end payment flows, standardize reporting and controls, and centralize critical tasksโ€”so your GBS can increase straight-through processing, gain real-time cash visibility, and de-risk operations across countries and entities. With LATAM accelerating toward instant payments and richer data standards, now is the moment to build a bank-integrated โ€œpayment factoryโ€ that your ERP/TMS and shared services teams can trust.
        - How to design a bank-integrated payment factory using APIs, ISO 20022, and payment hubs to drive high straight-through processing and reduce exceptions.
        - Ways to standardize cash reporting with CAMT messages to achieve real-time reconciliation and a single source of truth for liquidity.
        - Bank Fee Governance: Use automated billing reports to verify contract rates, flag overcharges, and enforce your banking agreements.
        - Travel & Expense Control: Integrate your T&E system with bank data and dashboards to auto-reconcile spend and accelerate trip legalizations.

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        Juan Restrepo

        Latam Global Cash Management
        BBVA

        Global GBS Expansion Track

        1:10 pm - 1:40 pm Case Study: Scaling Shared Services Across LATAMโ€“ Diageoโ€™s FP&A Experience
        Rafael Muรฑoz - Head of FP&A for Latin America and Carribean, Diageo

        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.  

          

        • Learn how Diageo identified FP&A as the starting point for shared services expansion and the steps they took to build early credibility  
        • Explore the governance, technology, and talent strategies that enabled Diageo to scale advanced finance capabilities across multiple regions  
        • Understand the lessons learned in aligning global stakeholders, managing change, and creating a model that balances standardization with local business needs 

         

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        Rafael Muรฑoz

        Head of FP&A for Latin America and Carribean
        Diageo

        Global GBS Expansion Track

        1:45 pm - 2:15 pm Leveraging the Brand to Strengthen Culture, Attract Talent, and Elevate Shared Services Demand
        Ricardo Correa - People Services Head Americas, Opella

        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 companyโ€™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 
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        Ricardo Correa

        People Services Head Americas
        Opella

        2:20 pm - 3:50 pm INTERACTIVE DISCUSSION GROUP (IDGs)

        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.

        Interactive Discussion Groups

        IDG 1:

        2:20 pm - 3:45 pm IDG 1 - Time, Money, Trust: Whatโ€™s at Stake in Global Communication and How Bosch turned Risk into Results
        Kristin Smith - Vice President, Immerse




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        Kristin Smith

        Vice President
        Immerse

        IDG 2:

        2:20 pm - 3:45 pm IDG 2 โ€“ Advance Your Finance Strategy with Customer-Centric, People-First Leadership
        Carlos Rincon - Head of Operations Finance, Lufthansa Group Business Services
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        Carlos Rincon

        Head of Operations Finance
        Lufthansa Group Business Services

        IDG 3:

        2:20 pm - 3:45 pm IDG 3 - Overcome Change Fatigue Across Your Functional Teams
        Brenda Barba - P2P Manager, Elanco
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        Brenda Barba

        P2P Manager
        Elanco

        IDG 4:

        2:20 pm - 3:45 pm IDG 4 - What AI Can and Cannot Solve in Your Shared Services Journey
        Monica Teson - Manager of Excellence Services, SSC, Thomas Greg & Sons
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        Monica Teson

        Manager of Excellence Services, SSC
        Thomas Greg & Sons

        IDG 5:

        2:20 pm - 3:45 pm IDG 5 โ€“ Ready Your Teams for Data-Driven Decision-Making
        Juan Camilo Aguilar - BA&C Head Americas, Opella
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        Juan Camilo Aguilar

        BA&C Head Americas
        Opella

        IDG 6

        2:20 pm - 3:45 pm IDG 6 โ€“ Build Buy-In for Shared Services Expansion from Business Units
        Claudio Martinez - Executive Director, Global Shared Services, Syneos Health
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        Claudio Martinez

        Executive Director, Global Shared Services
        Syneos Health

        3:45 pm - 4:15 pm Afternoon Networking Refreshment Break

        4:15 pm - 4:45 pm Transforming Shared Services into a Customer-Facing Engine

        Bernardo Londono - Center Head GSC, DHL
        DHLโ€™s Global Service Centers are redefining what shared services can deliver. With 6,000 employees across five major hubs and a rapid nearshore buildout in Bogotรก, DHL is shifting from purely transactional support to strategic, customer-facing operations. By enforcing global process standards, scaling automation through 100+ robots, and investing in bilingual talent (increasing from 30% to 71% in just two years), DHL is creating a service organization that drives value beyond cost savings.

        • Business drivers behind DHLโ€™s evolution from back-office processing to a front-office mindset.
        • Process standardization, nearshoring, and automation enabling 200 new value-added roles.
        • Data-driven insights improving decision-making and customer support.
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        Bernardo Londono

        Center Head GSC
        DHL

        4:45 pm - 5:15 pm Inchcape Finance Transformation: Our Journey from a BPO to a Global Captive GBS

        Inchcapeโ€™s global finance organization has undergone a fundamental transformationโ€”evolving 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 Inchcapeโ€™s 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.

        5:15 pm - 5:20 pm Chairperson's Closing Remarks

        5:20 pm - 5:50 pm SSON LATAM Impact Awards Celebration

        5:50 pm - 6:50 pm Drinks Reception



        6:50 pm - 6:50 pm End of Day One

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        Conference passes provide access to the Big Idea Stage, Receptions, Meals, the Innovation HUB, and so much more!

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        Gold

        Main Conference Pass (Oct. 21-22)

        • Breakfast & Lunch
        • Networking Activities
        • Access to Innovation Hub
        • Exciting Keynotes
        • Actionable Tracks
        • Interactive Discussion Groups
        • 2025 Latin American SSON Impact Awards Announcement
        • Access to Event App & Digital Takeaways
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        Platinum

        All Access Pass (Oct. 20-22)

        • Workshop Day
        • Site Tour at Adidas (SOLD OUT) or Zimmer Biomet
        • Breakfast & Lunch
        • Networking Activites
        • Access to Innovation Hub
        • Exciting Keynotes
        • Actionable Tracks
        • Interactive Discussion Groups
        • 2025 Latin American SSON Impact Awards Announcement
        • Access to Event App & Digital Takeaways
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        Gold (Vendor)

        Main Conference Pass (Oct. 21-22)

        • Breakfast & Lunch Daily
        • Networking Activities
        • Access to Innovation Hub
        • Actionable Tracks
        • Access to Event App and Takeaways
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        Our speakers will present in their preferred English or Spanish language. Translation services will be available onsite.