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

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

CFO & Head of Strategy and Performance for Americas
Amrize

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Renato Mazzarolo

GBS Latam Director
Saint-Gobain

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Diego Amaya

Sales & Marketing Controller
Johnson & Johnson

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Eduardo Rocha

Global Service Excellence Manager
SLB

10:00 am - 10:30 am Unlock Productivity: How Streamlined Teams can Boost Efficiency and Revenue Without Increasing Headcount

In a landscape where cost-saving measures are imperative, increasing headcount is counter-intuitive. Instead, offsetting proactive engagement within streamlined teams can significantly grow organizational efficiency. This session explores tailored methodologies of task mining and process optimization that can create remarkable outcomes without resorting solely to expanding personnel. In this session we will learn how global leaders tackle productivity challenges head-on exploring: 


  • How optimizing headcount can enhance productivity, leading to improved output and revenue generation 
  • The strategic insights provided by a data-first task mining, empowering business to make informed decisions and maintain a competitive edge.  
  • Best practices for process optimization that streamline workflows, reduce inefficiencies, and drive cost savings, ultimately optimizing overall business performance 


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?
Iris Meza - Senior Director, Supply Chain, Coca-Cola

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 
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Iris Meza

Senior Director, Supply Chain
Coca-Cola

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
Sergio Cadavid - HR Head, LafargeHolcim LatAm

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 
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Sergio Cadavid

HR Head
LafargeHolcim LatAm

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 Aligning People Strategy and Business Strategy to Drive Financial Resilience
Paulina Garces - ABB Services Hub Lead, ABB

As organizations across Latin America navigate inflationary pressure, talent shortages, and digital disruption, finance leaders are increasingly stepping into a strategic roleโ€”ensuring that people decisions are aligned with business priorities and cost objectives. This session explores how shared services finance teams are using data-driven insights to optimize workforce-related investments, manage financial risk, and support organizational scalability across the region.

  • Explore how finance leaders are enabling workforce agility by integrating financial modeling with strategic workforce planning
  • Understand how labor cost forecasting and scenario analysis are informing decisions on talent hubs, automation, and reskilling
  • Learn how shared services are building sustainable cost structures while supporting talent initiatives that drive long-term business value 
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Paulina Garces

ABB Services Hub Lead
ABB

Finance Track

11:35 am - 12:05 pm The Sword, The Shield and the MIDAS Touch: Turning Data into Financial Power
Gelver Hernandez - Head of Financial Operation Operations Department, Ecopetrol S.A.
Francisco Patino - Asset Information Management Coordinator, Ecopetrol

One Shared Service organization reimagined how data-driven insights could transform traditional financial and asset management processes into strategic levers for enterprise efficiency and value creation. Through different initiatives we unlocked new value by accelerating tax recovery, securing timely tax deductions and optimizing fixed asset utilization. By leveraging existing data and embedding a proactive mindset across teams, they created a scalable model that reduced costs, improved cash flow, and enhanced compliance. What began as isolated improvements evolved into a cohesive strategy that delivered measurable financial and operational impact. This formula for success is distilled into three key elementsโ€” The Sword, the shield and the MIDAS Touch โ€”each designed to unlock specific sources of value across the finance function. 

Key Takeaways:

  • Discover how one team used data to speed up the recovery of tax credits and improve working capitalโ€”without major tech investment.
  • Learn how rethinking asset management led to smarter resource allocation and reduced waste.
  • Explore how timely asset registration enabled tax savings and strengthened compliance in income tax declarations. 

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Gelver Hernandez

Head of Financial Operation Operations Department
Ecopetrol S.A.

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Francisco Patino

Asset Information Management Coordinator
Ecopetrol

Finance Track

12:10 pm - 12:40 pm Aligning People Strategy and Business Strategy to Drive Financial Resilience

As organizations across Latin America navigate inflationary pressure, talent shortages, and digital disruption, finance leaders are increasingly stepping into a strategic roleโ€”ensuring that people decisions are aligned with business priorities and cost objectives. This session explores how shared services finance teams are using data-driven insights to optimize workforce-related investments, manage financial risk, and support organizational scalability across the region. 


  • Explore how finance leaders are enabling workforce agility by integrating financial modeling with strategic workforce planning 
  • Understand how labor cost forecasting and scenario analysis are informing decisions on talent hubs, automation, and reskilling 
  • Learn how shared services are building sustainable cost structures while supporting talent initiatives that drive long-term business value 

Lunch

12:45 pm - 1:45 pm Lunch!

Group 2

IDG 7

1:45 pm - 3:10 pm IDG 7 - Balance Global Standards with Regional Flexibility in Shared Services
Juan Carlos Gomez Ochoa - Chief Information Officer LATAM, B. Braun Group


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Juan Carlos Gomez Ochoa

Chief Information Officer LATAM
B. Braun Group

IDG 8

1:45 pm - 3:10 pm IDG 8 โ€“ From Support Function to Strategic Partner: Aligning Shared Services with Business Goals
Jairo Sancho - AP Senior Manager, Align Technology


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Jairo Sancho

AP Senior Manager
Align Technology

IDG 9

1:45 pm - 3:10 pm IDG 9 - Building Organizational Agility to Enhance Customer Experience
Ronald Navarro - Jefe de Mejora Continua (Transformaciรณn & Mejora Continua en Shared Services Cen, CMI


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Ronald Navarro

Jefe de Mejora Continua (Transformaciรณn & Mejora Continua en Shared Services Cen
CMI

IDG 10

1:45 pm - 3:10 pm IDG 10 - Align GBS Strategy with Organizational Strategy
Karin Lachner - Strategy Director, Global Business Services, Equifax


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Karin Lachner

Strategy Director, Global Business Services
Equifax

IDG 11

1:45 pm - 3:10 pm IDG 11 โ€“ Prepare Your Business for AI Operational Readiness


IDG 12

1:45 pm - 3:10 pm IDG 12 - Upskilling and Reskilling at Scale: Whatโ€™s Actually Working?
Pamela Perez Mendoza - Team Manager Recruitment Services WW & HR Manager, Lufthansa Global Business Services


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Pamela Perez Mendoza

Team Manager Recruitment Services WW & HR Manager
Lufthansa Global Business Services

3:15 pm - 3:45 pm Building Talent Engines Across the Americas: A Case Study in Regional Transformation

Ximena Florez - Head of HR for Enterprise Functions LATAM and One HR LAN, Johnson and Johnson

Faced with rapid business growth and the need for broader service coverage, a global organization launched a bold talent transformation within its regional hubโ€”originally built to serve South America. In just two years, the hub increased its delivery capacity by 30% and expanded its scope to support operations in both South and North America. Set within a highly regulated, complex environment, this case study explores how the organization built a resilient and scalable talent engineโ€”driven by strategic workforce planning, focused capability development, and strong leadership alignment.

Action Points:
  • Unpack the transformation strategy that enabled a 30% increase in delivery capacity across the region
  • Examine the governance shift and resource model needed to expand hub services from South America to North America
  • Learn how leadership alignment, partnerships, and structured learning programs fueled a scalable talent ecosystem

 

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Ximena Florez

Head of HR for Enterprise Functions LATAM and One HR LAN
Johnson and Johnson

3:45 pm - 4:15 pm Road to Recognition: Building a GBS that Became One of the Best Places to Work in the Region

Enrique Aguirre - Global Service Center Director and Country Government Leader C&C for Costa Rica,, 3M Company

In just a decade, 3M's Global Business Services (GBS) organization has transformed from a modest team of 100 in Costa Rica to having a team of over 1,400 employees as part of a global powerhouse operating from Poland, the Philippines and Costa Rica, where more than 250 processes are managed, primarily serving U.S. operations. The journey of 3M's GBS has evolved while always keeping in mind that productivity goes hand in hand with creating an exceptional employee experience, which opens a range of opportunities for leaders in the region.

This session will illustrate how 3M has established benchmarks in engagement, standardization, and leadership. Explore the strategic initiatives that have driven this transformation, including the consolidation of operations under unified models at a single site, the pursuit of process excellence through a continuous improvement mindset, and the broadening of services to encompass non-traditional offerings. These efforts have resulted in an industry-leading attrition rate and the distinction of being recognized as one of the Best Places to Work in the region.

Key Takeaways:

  • Learn how 3M expanded its GBS presence while preserving culture and agility across global hubs
  • Explore practical strategies to retain top talent and maintain low attrition during rapid growth
  • Understand the connection between process standardization, leadership structure, and employee engagement

 

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Enrique Aguirre

Global Service Center Director and Country Government Leader C&C for Costa Rica,
3M Company

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

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