Aranzazu Lopez

Head of Operations HR Service Delivery Lufthansa Group Business Services

Main Conference Day One, Tuesday, 13 October, 2026

12:40 PM The Productivity Control Room: Running Shared Services and BPO Operations in the Age of AI

Why next-generation operations visibility is now a competitive necessity, and how to get there:

Most shared services and BPO leaders can tell you AI agents are already doing work in their operation. Far fewer can say how much work those agents did last week, or what their people did with the time freed up. That gap matters more every quarter. Clients are moving from paying per FTE to paying for outcomes, and LATAM centers are taking on more global delivery.

This session looks at what it takes to run a workforce made up of people and AI when most management tools still assume a purely human one. Kishore P Reddy, Co-founder and Chief Strategy Officer at ProHance, introduces the Productivity Control Room: a real-time view of capacity, workflow and AI's actual contribution. He then lays out a practical three-phase path from an honest baseline to predictive, data-backed decisions on where to automate and where to redeploy people.

Main Conference Day Two, Wednesday, 14 October, 2026

12:00 PM Delivering Strategic HR Services Beyond Transactional Support

As expectations for HR continue to evolve, shared services organizations are being asked to deliver far more than efficient transactional support. Today's leading HR service delivery models are expanding into workforce planning, talent analytics, employee experience, organizational effectiveness, and strategic advisory services that directly influence business outcomes. This session explores how HR shared services leaders can broaden their scope, strengthen partnerships with HR Business Partners and business leaders, and demonstrate measurable value while maintaining the operational excellence that remains the foundation of their success. Learn how organizations are redefining the role of HR shared services to become trusted partners that drive better workforce decisions, improve employee outcomes, and support long-term enterprise growth.

Key Takeaways:

Identify high-value HR services suitable for centralization

Build credibility through data-driven insights and advisory capabilities

Expand scope while maintaining operational excellence

Check out the incredible speaker line-up to see who will be joining Aranzazu.

Download The Latest Agenda

In Partnership With:

QUESTIONS?
Contact us: 1-800-882-8684
Email: enquiry@iqpc.com