Liliana Becerril Ovalle

As global business services continue to expand across LATAM, leaders must design operating models that scale efficiently without driving parallel cost increases. This workshop explores how to structure GBS organizations that flex with business demand while maintaining control over cost, quality, and service delivery. Attendees will examine proven approaches to capacity planning, demand management, and service standardization that enable sustainable growth. Through practical frameworks and real-world examples, this session equips leaders to future-proof their GBS model in a dynamic business environment.

Key Takeaways

Identify the key structural components required to build a flexible and scalable GBS operating model

Evaluate governance and funding mechanisms that align growth with cost discipline

Apply benchmarking strategies to assess scalability maturity and uncover optimization opportunities