Shared Services & Outsourcing Week Conference
October 21 - 23, 2024 | San José, Costa Rica
MAIN CONFERENCE, DAY TWO, OCTOBER 12, 2023
View the Day Two Agenda for the 2023 Shared Services & Outsourcing Week in Costa Rica occurring October, 10 to 12. Learn more today!
8:00 am - 9:00 am
Registration & Breakfast
9:00 am - 9:15 am
Chairwoman's Welcome
Erika Beltran -
Vice President GBS Control Mexico,
Pepsi
9:15 am - 10:00 am
Leadership Panel – Managing the Change Experience to Retain Talent and Provide Quality Services
Oliver Diehm -
Head of Shared Services,
Brose North America
Claudio Martinez - Executive Director, Global Shared Services, Syneos Health
Pablo Murta - Head of Sanofi Global Services Bogota Hub, Sanofi
Managing change is essential for organizations looking to remain competitive in
today's fast-changing business environment. But change can also be disruptive, leading to talent loss and a decline in service quality. In this conference session, we'll explore the key elements of managing change effectively to retain talent and provide quality services. From building a culture of transparency and open communication to providing opportunities for growth and development, we'll discuss the strategies that help employees navigate change and stay engaged and motivated. Attend this session to learn from experts and gain practical insights on how to create a positive change experience for your employees. By prioritizing change management, you'll be better positioned to drive innovation and achieve your business objectives while retaining top talent and delivering exceptional service to your customers.
10:00 am - 10:30 am
Award Winners Recognition
Hear from the winners of the LATAM 2023 Impact Awards on their process, their vision, and key insights that gave them the recognition of SSON's esteemed award!
10:30 am - 11:00 am
Morning Networking Refreshment Break
11:00 am - 11:05 am
Track Sessions Begin!
Finance Track
11:00 am - 11:30 am Transformative Journey of J&J Bogota Global Shared Service Center: Evolution, Adaptability, and Cross-Functional Collaboration Diego Amaya - Sales & Marketing Controller, Johnson & JohnsonJoin us on the remarkable journey of the J&J Bogota Global Shared Service Center. This session will delve into the center's transformative evolution, highlighting its transition from a transactional service factory to a global value-added provider. Discover how adaptability and cross-functional collaboration played pivotal roles in this inspiring triumph, offering invaluable insights for shared service professionals seeking to elevate their operations and deliver strategic impact in a rapidly changing business landscape.
Finance Track
11:30 am - 12:00 pm Cash is Still King – Evaluating Your O2C Processes for Maximum Efficiency and Cost Effectiveness Jose Sorondo - Director, Global Finance Shared Services, LululemonDiscover how to evaluate and optimize your Order-to-Cash processes for maximum efficiency and cost-effectiveness. Our industry experts will share their insights and best practices for streamlining credit management, invoicing, and collections. You'll learn about the latest technologies and tools available for O2C optimization. Through interactive discussions and real-world case studies, you'll gain a deeper understanding of the key success factors for evaluating and improving O2C processes, such as process standardization, automation, and customer-centricity. This session is ideal for finance professionals and shared services leaders looking to boost their organization's financial health and drive operational excellence.
Finance Track
12:00 pm - 12:30 pm Roundtable Discussion – Finance Track DiscussionSpend 30min discussing the two previous “Finance" sessions!
Maturity Track
11:00 am - 11:30 am VMWare's Journey of IA Adoption Across the Enterprise Alejandro Leiva - Manager, Robotics Process Automation CoE, VMWareSix years ago, VMware established a CoE as an early adopter of intelligent automation in the Finance space. Fast forward to the present, this CoE enables and drives business and digital transformation enterprise-wide through a sustainable and scalable intelligent automation program. In this session, we will discuss VMware’s journey of IA adoption enterprise-wide, success stories and challenges on the way, lessons learned, and best practices adopted.
Maturity Track
11:30 am - 12:00 pm Harnessing the power of RPA & AI to Execute Process and Transform Global Operations Gonzalo Solis - Sr. Director of Operations, Global Shared Services, Equifax Inc.Through 30min comprehensive Case Study of Equifax's journey towards process maturity, this session will explore how RPA and AI have revolutionized their global operations. Delve into the key strategies and methodologies employed to leverage the transformative capabilities of these technologies, and discover the challenges faced, lessons learned, and the tangible benefits achieved through this remarkable transformation. This high-level session promises to equip attendees with valuable knowledge and actionable takeaways to drive efficiency, optimize processes, and achieve organizational excellence within their own shared services environments. Don't miss this opportunity to learn from the industry's best and unlock the power of RPA and AI for your global operations.
Gonzalo Solis
Sr. Director of Operations, Global Shared ServicesEquifax Inc.
Maturity Track
12:00 pm - 12:30 pm Roundtable Discussion – Maturity Track DiscussionSpend 30min discussing the two previous “Maturity" sessions!
HR Track
11:00 am - 11:30 am Case Study – HR Employee Engagement Jorge Monge - Director, Global T&E & Sales Incentives GBS, Smith & NephewJoin us for an exciting case study led by a visionary leader from Smith+Nephew as we explore the transformative impact of shared services on employee engagement. Discover the strategic secrets behind fostering a culture of collaboration, empowerment, and innovation within shared services and Global Business Services (GBS) organizations. Unveiling groundbreaking insights and real-world success stories, this session promises to challenge traditional norms and unlock the untapped potential of your workforce. Learn how Smith+Nephew's pioneering approach to shared services propels employee engagement to new heights, driving organizational excellence and paving the way for future growth. Don't miss this opportunity to revolutionize your shared services ecosystem and ignite unparalleled employee commitment.
HR Track
11:30 am - 12:00 pm Colleague Engagement Initiatives to Build Business Resilience against Employee Turnover Diego Viquez - Director, Head of Americas Shared Services Center, ZoetisTatiana Quirós - Costa Rica HR Lead, Zoetis
Immerse yourself in an insightful case study exploring Zoetis' HR department's transformative approach to empowering employees and building resilience against the pressing issue of employee turnover. Gain invaluable knowledge on pioneering strategies, best practices, and cutting-edge tools employed by Zoetis to enhance employee engagement, retention, and overall satisfaction. Uncover the secrets to cultivating a robust workforce, optimizing talent management, and driving unparalleled organizational triumph. Secure your spot at this exclusive, high-level session for corporate leaders in shared services.
HR Track
12:00 pm - 12:30 pm Roundtable Discussion – HR Track DiscussionSpend 30min discussing the two previous “HR" sessions!
12:30 pm - 1:30 pm
Lunch!
1:30 pm - 2:00 pm
Managing the Employee Experience to Improve the Client Experience
Flavia Schlesinger -
Vice President – Mexico Business Services Hub,
PepsiCo
This session offers a compelling opportunity for professionals in the LATAM region to glean valuable insights from the distinguished Vice President of the Mexico Business Services Hub at PepsiCo. This session delves into the pivotal correlation between employee experience and client satisfaction within the shared services landscape. Through a comprehensive examination of tangible case studies and industry best practices, participants will explore actionable strategies to amplify employee engagement, streamline processes, and cultivate a customer-centric organizational culture. By implementing these practical techniques, attendees will be empowered to elevate the employee experience, leading to superior service delivery and, ultimately, enhanced client experiences.
IDG 6:
2:05 pm - 3:35 pm Controlling the Chaos with R2R Transformation Rogerio Diogo - Senior Director, Global Shared Service Center, Playa Hotels & Resorts
IDG 7:
2:05 pm - 3:35 pm The User Experience: Bringing People and Customers to the Center of Your SSC Luis Javi Diaz - Head of Shared Services Center, John Crane
IDG 8:
2:05 pm - 3:35 pm Upscaling Your Automation Programs to Promote Business Continuity Sindi Liang Ma - Global Product Owner for Automation, Roche
3:35 pm - 4:05 pm
Afternoon Refreshment Break
4:05 pm - 4:35 pm
Cultivating Growth in GBS: Exploring Psychological Safety and Proactive Behavior
Andre Aguiar -
Head of Global Shared Services - South America,
RHI Magnesita
In this session, we will present a study conducted in collaboration with FDC - Fundação Dom Cabral, delving into the evolution of GBS organizations, where maintaining efficiency, specialization, and innovation is both paramount and challenging. The research focuses on the relationship between psychological safety, proactive employee behavior and GBS maturity level, along with the internal factors that shape them. Through a mixed-method approach, we surveyed 176 respondents from diverse organizations and conducted interviews with 18 executives from different GBSs.
Throughout this session, we will explore key insights and strategies to enhance Shared Services maturity. We'll discuss how psychological safety influences GBS development, the impact of span of control and seniority, the necessity for ambidexterity within teams, fostering innovation, communication strategies, and more.
4:35 pm - 4:40 pm
Chairwoman's Closing Remarks
Erika Beltran -
Vice President GBS Control Mexico,
Pepsi
Register Now. Which customer are you?
Conference passes provide access to the Big Idea Stage, Receptions, Meals, the Innovation HUB, and so much more!
Select Your Packages
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Gold
Register by Friday, June 21Main Conference Pass (Oct. 22-23)
- Breakfast & Lunch Daily
- Networking Activities
- Access to Innovation HUB
- Exciting Keynotes
- Actionable Tracks
- Interactive Discussion Groups
- Access to Event App & Digital Takeaways
Unit Price
$2199
$1299
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Best Deal
Platinum
Register by Friday, June 21All Access Pass (Oct. 21-23)
- 3 Workshops
- 1 Site Tour
- 1 Off-site Experience
- Breakfast & Lunch Daily
- Networking Activities
- Access to Innovation HUB
- Exciting Keynotes
- Actionable Tracks
- Interactive Discussion Groups
- Access to Event App & Digital Takeaways
Unit Price
$2899
$1999
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Gold
Main Conference Pass (Oct. 22-23)
- Breakfast & Lunch Daily
- Networking Activities
- Access to Innovation HUB
- Exciting Keynotes
- Actionable Tracks
- Access to Event App & Digital Takeaways
Unit Price
$2999
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