MAIN CONFERENCE, DAY TWO, WEDNESDAY, OCTOBER 22, 2025

View the Day Two 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 - 9:10 am Registration & Breakfast

9:10 am - 9:15 am Chairperson's Welcome

9:15 am - 10:00 am PANEL - Lessons Learned from GBS Growth Journeys

Juan Victor Salazar Duque - Head Of Finance and Digital Transformation, Holcim

As shared services organizations scale from regional to global operations, the journey is full of challenges and opportunities. This panel brings together global leadership who have navigated this transformation, sharing key lessons on managing complexity, driving standardization, and maintaining local relevance while scaling globally. Attendees will gain valuable insights on how to successfully expand their GBS footprint without losing sight of operational excellence. 


  • The key challenges and opportunities in scaling GBS operations from regional to global 
  • Best practices for achieving global standardization while respecting local needs and nuances 
  • How to manage cultural, organizational, and operational changes during global expansion
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Juan Victor Salazar Duque

Head Of Finance and Digital Transformation
Holcim

10:00 am - 10:30 am Embedding a Culture of Continuous Improvement to Power Shared Services Growth

Erick Castillo - AGS Center PMO & SMP Implementation Manager - MXC, 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

AGS Center PMO & SMP Implementation Manager - MXC
Alcon Laboratories

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

Supply Chain & Procurement Track

11:00 am - 11:30 am Expand Supply Chain Shared Services: What Functions Can (and Should) Be Centralized?

As organizations continue to scale their shared services, centralizing supply chain functions can unlock significant value, but itโ€™s not always straightforward. This panel gathers LATAM leaders to explore the opportunities and challenges of centralizing supply chain operations, from procurement to logistics and everything in between. Gain insights into which functions are best suited for centralization and how to ensure successful implementation without disrupting the supply chain. 


  • Which supply chain functions offer the most potential for centralization and why 
  • The role of technology and data in enabling centralized supply chain services 
  • Key strategies for managing change and ensuring collaboration across regions during centralization 

Supply Chain & Procurement Track

11:35 am - 12:05 pm Achieve Agility: How to Scale Supply Chain Capabilities Globally

Scaling supply chain capabilities across global operations requires agility, adaptability, and strategic foresight. In this session, agile leadership shares their approaches to building flexible, responsive supply chain models that can rapidly adjust to changing market conditions. Learn how to scale effectively while maintaining operational excellence, enhancing customer service, and optimizing costs across regions. 


  • Key strategies for scaling supply chain capabilities to support global growth 
  • How to achieve agility through technology, process redesign, and strategic partnerships 
  • Real-world examples of overcoming challenges and achieving scalable, high-performance supply chains 

Supply Chain & Procurement Track

12:10 pm - 12:40 pm Enable Data-Driven Decisions in Supply Chain Operations

In todayโ€™s fast-paced business environment, data-driven decision-making is essential to optimizing supply chain performance. This session explores how leaders are leveraging data analytics, real-time insights, and predictive modeling to drive smarter decisions and improve supply chain outcomes. Learn how to build a data-centric culture that empowers teams to make informed, timely choices that enhance efficiency and reduce risk. 


  • The role of data analytics and real-time insights in transforming supply chain operations 
  • How to create a data-driven decision-making framework for supply chain teams 
  • Key tools and technologies for enabling predictive analytics and improving supply chain forecasting 

HR Track

11:00 am - 11:30 am Design a Location-Agnostic Hiring Strategy to Build Talent

As global work models evolve, shared services leaders are reimagining their approach to talent acquisitionโ€”prioritizing skills over geography to unlock broader access to capabilities. According to SSON Research & Analytics, 26% of GBS organizations are now hiring in a location-agnostic manner, a steadily growing trend compared to the 37% that still recruit only within a commutable distance. This session explores how to build a truly borderless talent engine that drives agility, diversity, and competitiveness across regions. 

Key Takeaways: 

  • Structure hiring systems that emphasize skills, flexibility, and business alignment over physical location 
  • Navigate onboarding, development, and performance management for geographically distributed teams 
  • Drive upskilling strategies that maintain enterprise standards while supporting regional adaptability 

HR Track

11:35 am - 12:05 pm The Digital Employee Experience: Leverage AI and Automation in HR

As digital transformation accelerates, HR functions are increasingly leveraging AI and automation to enhance the employee experience. This panel brings together LATAM HR leaders to discuss how they are integrating cutting-edge technologies to streamline recruitment, onboarding, performance management, and employee engagement. Gain insights into how AI and automation are shaping the future of HR and driving organizational success. 


  • How AI and automation are transforming key HR processes and improving employee experience 
  • Practical examples of leveraging technology to enhance recruitment, onboarding, and performance management 
  • Challenges and best practices in scaling digital HR solutions across diverse regions 

HR Track

12:10 pm - 12:40 pm Customer-Driven KPIs to Elevate Your HR Shared Services

To drive continuous improvement in HR shared services, itโ€™s crucial to align KPIs with the needs and expectations of internal customers. This session will explore how to develop customer-centric KPIs to enhance service delivery, employee satisfaction, and overall HR performance. Learn how to define and measure success from the perspective of those you serve, ensuring that HR shared services truly add value to the business. 


  • How to design and implement customer-driven KPIs that reflect employee needs and business goals 
  • The impact of customer-focused KPIs on HR service delivery and employee engagement 
  • Best practices for measuring, tracking, and acting on HR performance metrics that matter most 

Finance Track

11:00 am - 11:30 am Optimizing Quote-to-Cash: Driving Efficiency and Enhancing Customer Experience

Quote-to-Cash is under increasing pressure to deliver moreโ€”faster, cleaner, and with fewer customer disruptions. From order management and invoicing to dispute resolution and collections, organizations are rethinking their internal processes to improve service quality and drive global consistency. This session will showcase how shared services leaders are cleaning up and standardizing their Q2C operations across regions, leveraging AI, and aligning internal functions like O2C and PO management to create a more efficient, customer-focused value chain. 


  • Strategies for streamlining internal Q2C processes to reduce disputes and enhance customer service 
  • How AI and automation are being applied across regional hubs to improve accuracy, speed, and visibility 
  • Lessons from global standardization efforts that connect Q2C with upstream processes like Create-to-Make 

Finance Track

11:35 am - 12:05 pm Optimize Order-to-Cash: Standardization, Automation, and Global Rollout
Suemi Gonzalez - OTC Senior Manager for LATAM, Iberia, BENELUX and part of NASS, PepsiCo

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 
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Suemi Gonzalez

OTC Senior Manager for LATAM, Iberia, BENELUX and part of NASS
PepsiCo

Finance Track

12:10 pm - 12:40 pm Touchless Transactions: The New Standard for Procure-to-Pay

As automation and AI reshape the Procure-to-Pay landscape, touchless transactions are becoming the benchmark for modern P2P operations. This session will examine how shared services leaders are driving end-to-end automation in P2Pโ€”from procurement through invoicing to paymentโ€”eliminating manual touchpoints and accelerating process efficiency. Discover how to integrate intelligent workflows that enable real-time processing, enhance compliance, and drive cost-effective scalability across global operations. 


  • How automation, AI, and machine learning are transforming the full P2P lifecycle into a touchless experience 
  • Key technologies and integration strategies for implementing seamless P2P automation across regions 
  • Tangible benefits, including faster procurement cycles, reduced errors, and improved working capital management 

Lunch

12:45 pm - 1:45 pm Lunch!

Group 2

IDG 9

1:45 pm - 3:10 pm IDG 7 - Balance Global Standards with Regional Flexibility in Shared Services


IDG 10

1:45 pm - 3:10 pm IDG 8 โ€“ From Support Function to Strategic Partner: Aligning Shared Services with Business Goals


IDG 11

1:45 pm - 3:10 pm IDG 9 - Make Your Shared Services Organization a Talent Destination


IDG 12

1:45 pm - 3:10 pm IDG 10 - Build Agility into Your Operating Model Without Sacrificing Efficiency


IDG 13

1:45 pm - 3:10 pm IDG 11 โ€“ Prepare Your Business for AI Operational Readiness
Prakash Kewalramani - Senior Director - Data Governance, WWE


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Prakash Kewalramani

Senior Director - Data Governance
WWE

IDG 12

1:45 pm - 3:10 pm IDG 12 - Upskilling and Reskilling at Scale: Whatโ€™s Actually Working?


3:10 pm - 3:15 pm Chairwoman's Closing Remarks

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