Thursday, March 27, 2025

Access the PDF version of the 2025 agenda here.

Day Four Opening Sessions

8:15 am - 8:45 am Breakfast in the Innovation Hub

8:45 am - 8:55 am Chairman's Remarks

Brad DeMent - Partner, ScottMadden
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Brad DeMent

Partner
ScottMadden

8:55 am - 9:25 am Shared Services (NOT GBS) Leadership Panel – How to Succeed Without a GBS Strategy

Amy Rodrigues - Vice President, Finance Shared Services, The Boeing Company

While many organizations embark on the journey to establish a full-fledged GBS organization, others have found success in optimizing their existing shared services model. This session explores the benefits of maintaining a focused shared services approach and provides practical strategies for maximizing its potential. By leveraging the core strengths of shared services and avoiding the complexities of a GBS transformation, organizations can still achieve significant cost reductions, improve efficiency, and enhance service delivery. Hear from a panel of SSO leaders who have decided GBS is not the way to go and why. Discussion will include our panelists thoughts around: 

  • Risk mitigation in a less complex shared services model 
  • Focused governance when tailored to specific functions 
  • More agile decision-making without layers of a GBS structure 
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Amy Rodrigues

Vice President, Finance Shared Services
The Boeing Company

9:25 am - 9:30 am Transition to Breakout Programs

Day Four Stages

Big Idea Stage

9:30 am - 10:30 am The G6 Debate: Provocative Insights into Consultancy Impact on GBS Excellence

Consultants are a critical part of our GBS and shared services ecosystem. They foster best practices, develop our strategies, structure our organizations and help us source our providers. But what do they really think about the decisions we make, how we operate, how we deploy providers and whether we are applying technology optimally? 

 

SSON’s 2025 G6 will hear the voices of some of the industry’s leading consultants. Will they be honest about their views on the future of the industry? When to optimally deploy outsourcing as a model? How GBS leaders become their own worst enemies? Whether GPOs belong in GBS organizations? Is GenAI really a silver bullet? 

 

Join us as Deborah Kops turns her focus to a few of the industry’s change agents. Get the answers to questions such as: 

  • What separates a leading GBS organization from the pack? 
  • To transform GBS into a digital-first operation, what needs to be in place? 
  • To outsource or not to outsource – when and how does working with a partner change the game? 
  • What is the best way to use a consultant? 
  • What is GBS likely to look like in 5 years?  

Big Idea Stage

10:30 am - 11:15 am SSOW KEYNOTE SESSION

Celebrity Guest Coming Soon!

Big Idea Stage

11:15 am - 12:05 pm Networking Break

Celebrity Guest Coming Soon!

Human Resources Shared Services Program

9:30 am - 10:00 am Automation Onboarding: A Case Study in HR Shared Services Efficiency

HR Shared Services teams are often overwhelmed with the manual tasks associated with employee onboarding. We’ll dive into a real-world case study demonstrating how automation can streamline the onboarding process, improve employee experience, and increase efficiency. Learn how to identify key onboarding pain points, select the right automation tools, and implement a solution that delivers measurable results. Attendees will gain practical insights and actionable steps to transform their onboarding process. 

Action Items: 

  • Conduct a thorough analysis of your current onboarding process to identify automation opportunities. 
  • Evaluate available automation tools and select the best fit for your organization's needs. 
  • Develop a phased implementation plan to minimize disruptions and maximize benefits.

Human Resources Shared Services Program

10:00 am - 10:30 am Panel Discussion: HR Metrics That Matter: Measuring Shared Services Performance

Traditional metrics like cost and headcount ratios offer limited insights into the true value of HR shared services. We’ll study a broader range of key performance indicators (KPIs) that measure operational efficiency, employee satisfaction, and strategic impact. Learn how to leverage analytics to identify improvement opportunities and develop comprehensive scorecards to track progress against organizational goals. By the end of this session, participants will be equipped to transform HR shared services from a cost center to a strategic business partner. 

Action Items: 

  • Identify at least three key performance indicators beyond cost and headcount ratios that align with your organization's strategic objectives. 
  • Conduct a data analysis to assess current performance and identify areas for improvement. 
  • Develop a balanced scorecard that includes both operational and strategic metrics to measure shared services performance. 

Human Resources Shared Services Program

10:30 am - 11:15 am SSOW KEYNOTE SESSION IN BIG IDEA STAGE

Celebrity Guest Coming Soon!

Human Resources Shared Services Program

11:15 am - 12:05 pm Networking Break

Celebrity Guest Coming Soon!

Finance Transformation Program

10:00 am - 10:30 am Panel | From P2P, O2C to R2R: Delivering Exceptional Customer Experiences in Finance Shared Services
Marcelo Quiros - Costa Rica Site Leader, Glantus
Karla Sanchez - R2R Global Process Owner, TE Connectivity

Finance shared services often operate in a transactional mode, focused on efficiency and compliance. To truly become a strategic partner, shared services must undergo a fundamental shift towards customer centricity. Regardless of the financial process, there are practical steps available to transform finance shared services into a value-added function. 

Action Items: 

  • Mapping the end-to-end customer experience to identify pain points and opportunities for improvement. 
  • Empowering employees to think like customers and prioritize their needs. 
  • Utilizing digital tools to enhance the customer experience and drive efficiency. 


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Marcelo Quiros

Costa Rica Site Leader
Glantus

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Karla Sanchez

R2R Global Process Owner
TE Connectivity

Finance Transformation Program

9:30 am - 10:00 am Seamless Order-to-Cash: Transform Processes for Customer Journey Excellence
Steve Lambert - Global Delivery Lead, Order to Cash, McCormick & Co.

Explore strategies to optimize Order-to-Cash processes, ensuring a seamless customer journey through streamlined operations and advanced technology utilization. 

  • Implement process improvements to minimize friction points and maximize effectiveness in the Order-to-Cash cycle 
  • Utilize advanced technologies and communication tools to foster seamless interactions and transactions 


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Steve Lambert

Global Delivery Lead, Order to Cash
McCormick & Co.

Finance Transformation Program

10:30 am - 11:15 am SSOW KEYNOTE SESSION IN BIG IDEA STAGE

Celebrity Guest Coming Soon!

Finance Transformation Program

11:15 am - 12:05 pm Networking Break

Celebrity Guest Coming Soon!

Day Four Programs

Human Resources Shared Services Program

12:05 pm - 12:35 pm Do More with Less: Optimize HR Shared Services with Limited Resources
Jess Robson - Director, HR Transformation & Shared Services, Robinhood

HR Shared Services are often under pressure to deliver high-quality services with limited budgets and staff. This can stifle innovation and hinder the implementation of process improvements that could significantly benefit both employees and the organization. By adopting a resourceful mindset and leveraging the tools and strategies covered in this session, you can unlock significant efficiencies in your HRSS operations, even with limited resources. 

Action Items: 

  • Learn how to prioritize process improvement initiatives that offer the greatest return on investment (ROI) even with limited resources. 
  • Analyze how technology solutions, such as automation tools and self-service portals, can free up your team's time and streamline workflows. 
  • Develop strategies for fostering a collaborative environment where team members are empowered to identify and implement low-cost, high-impact improvements. 
  • Learn how to effectively communicate the value of HRSS services and build strong relationships with client departments, fostering collaboration to achieve shared goals 
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Jess Robson

Director, HR Transformation & Shared Services
Robinhood

Human Resources Shared Services Program

12:35 pm - 12:40 pm Transition

Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Human Resources Shared Services Program

12:40 pm - 1:10 pm Panel Discussion: Navigate Generational Differences to Successfully Integrate the Diverse Workforce

In an unprecedented era, organizations find themselves navigating the convergence of five distinct generations in the workplace: Traditionalists, Baby Boomers, Gen X, Millennials, and Gen Z. This leads to a lot of confusion on how to best manage such a diverse workforce. By embracing generational differences, implementing targeted strategies, and fostering a collaborative environment, organizations can thrive in the new era of work. Let’s unlock the potential of every generation and build a stronger, more resilient workforce.  

Action Items: 

  • Understand what keeps each generation committed to reduce attrition.  
  • Recognize each generation has distinct preferences and motivations. 
  • Encourage knowledge sharing across age-groups for long-term success. 

Human Resources Shared Services Program

1:10 pm - 1:15 pm Transition


Shared Services Fundamentals Program

12:05 pm - 12:35 pm Your First 100 Days: What are your KPIs for Building a Shared Service Organization?
Jeff Rhodes - Head, Gap Business Solutions, Gap, Inc.

Congratulations, you are building a new SSO, but where do you start? This session is tailored for shared services leaders eager to master the essential KPIs that will lay the groundwork for success that generates significant transformational change. We’ll review three critical areas that are vital for initiating a high-performing SSO: 

 

  • Align your SSO’s mission seamlessly with your company’s strategic objectives. 
  • Build a powerhouse team by identifying and developing key roles and responsibilities.  
  • Optimize your processes for peak efficiency and integrate the right technology to enhance your operations. 
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Jeff Rhodes

Head, Gap Business Solutions
Gap, Inc.

Shared Services Fundamentals Program

12:35 pm - 12:40 pm Transition

Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Shared Services Fundamentals Program

12:40 pm - 1:10 pm Panel Discussion: Tailoring Your KPIs to Your Specific Environment
Sumit Mittal - Sr. Director VMO, Shared Services, BJ's

Selecting the right key performance indicators (KPIs) is crucial for driving meaningful results, but one-size-fits-all metrics often fall short in varied business environments. In this discussion, explore how different leaders aligned their KPIs with unique organizational goals and industry specifics. Learn how to customize measurement frameworks to reflect your company’s strategic priorities, operational realities, and cultural nuances. By tailoring KPIs effectively, you’ll foster clearer accountability, better decision-making, and sustainable growth. 


Action Points: 


  • Align KPIs with specific organizational goals and industry demands. 
  • Adjust measurement frameworks to fit operational realities and cultural factors. 
  • Enhance decision-making by leveraging customized performance metrics. 


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Sumit Mittal

Sr. Director VMO, Shared Services
BJ's

Shared Services Fundamentals Program

1:10 pm - 1:15 pm Transition


Process Excellence Program

12:05 pm - 12:35 pm Panel Discussion: Optimizing Resource Management for Enhanced Operational Efficiency

Achieving peak operational performance starts with mastering resource management. As businesses face increasing complexity and demands, how effectively resources are aligned with critical processes can determine success or stagnation. This session uncovers the strategic approaches needed to fine-tune resource allocation, driving efficiency and positioning the organization to swiftly adapt to shifting priorities. Participants will learn how to leverage resources more intelligently, ensuring every asset contributes to sustained operational excellence. 


Action Points: 


  • Evaluate current resource allocation and implementing strategic reallocation to bolster critical process improvements. 
  • Identify and overcome resource limitations that impact performance and hinder progress. 
  • Align resource management practices with broader organizational objectives to ensure optimal process outcomes and drive overall success. 

Process Excellence Program

12:35 pm - 12:40 pm Transition

Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Process Excellence Program

12:40 pm - 1:10 pm Streamline P2P with Automation for Cost Savings and Efficiency
Molly Dausch - Global Process Owner, P2P, Zimmer Biomet

According to SSON R&A research, companies automating the Procure-to-Pay process can drive significant cost savings at $50k - $100k per year. This session will provide insights into best practices for finding and securing these cost-saving automation tools, overcoming common implementation challenges, and how best to measure ROI after it goes live. Gain actionable strategies that can transform your P2P/S2P process by learning to: 

  • Identify the right automation solutions tailored to your organization’s needs and how to seamlessly integrate them into your existing processes. 
  • Address and mitigate challenges such as resistance to change, data integration issues, and ensuring user adoption. 
  • Effectively measure the return on investment from your automation projects, including key metrics and reporting techniques to demonstrate value to stakeholders. 
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Molly Dausch

Global Process Owner, P2P
Zimmer Biomet

Process Excellence Program

1:10 pm - 1:15 pm Transition


Procurement & Supply Chain Management Program

12:05 pm - 12:35 pm Panel Discussion: Key Metrics and Strategies for Defining and Measuring Supply Chain Success in your SSO
Sangram Bhosale - Chief Supply Chain Officer, Xcel Energy

In today’s complex global economy, accurately measuring supply chain performance is crucial for achieving long-term success. This session delves into the essential metrics that signify supply chain effectiveness, offering guidance on how to assess and enhance these measures. Participants will gain valuable insights into aligning supply chain metrics with overall business strategies, fostering growth, and ensuring resilience. By examining case studies, the session will equip attendees with practical approaches to drive continuous improvement and optimize operational outcomes. 

Action Items: 

 

  • Learn to identify and focus on the most critical supply chain performance metrics. 
  • Explore techniques for integrating supply chain metrics with overarching business objectives. 
  • Understand how to leverage data-driven insights to improve supply chain transparency and decision-making. 
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Sangram Bhosale

Chief Supply Chain Officer
Xcel Energy

Procurement & Supply Chain Management Program

12:35 pm - 12:40 pm Transition

Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Procurement & Supply Chain Management Program

12:40 pm - 1:10 pm Revolutionize Tail Spend Management to Maximize Savings

Tail spend management is often overlooked but represents a significant opportunity for cost reduction and efficiency improvements. In fact, SSON R&A finds that only 30% of indirect spend is classified to a sufficient level for strategic sourcing. In this session, we will delve into cutting-edge techniques for uncovering and addressing the hidden costs in your tail spend. Discover how to harness data and implement innovative strategies to transform your procurement processes and achieve substantial savings. Tangible takeaways include: 

  • Learning how to pinpoint and classify tail spend effectively to uncover hidden savings opportunities. 
  • Exploring actionable strategies to manage and streamline tail spend, enhancing overall procurement efficiency. 
  • Utilizing data and analytics to drive smarter decisions and optimize your procurement strategies, leading to significant cost reductions. 

Procurement & Supply Chain Management Program

1:10 pm - 1:15 pm Transition


Digital Transformation Program

12:05 pm - 12:35 pm Harness Governance Models for the Digital Era: Accelerate Automation and AI Success in Shared Services
Jonathan Soto - Head of Digital Operations, Equifax

In the digital era, the governance of automated and AI-driven processes is critical to ensure alignment with business objectives, manage risks, and drive strategic value. We will breakdown the principles of governance models, examining how they can be tailored to oversee automated and AI-driven processes. Master how to establish clear decision rights, whether globally or regionally, to facilitate agility and scalability without compromising control. 

Action Items: 

  • Ensure that governance frameworks are aligned with the organization's digital strategy and broader business objectives. 
  • Develop a governance framework that includes clear decision rights, roles, and responsibilities for managing automated and AI-driven processes. 
  • Continuously review and adapt the governance model to accommodate changes in technology, regulations, and business environment. 
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Jonathan Soto

Head of Digital Operations
Equifax

Digital Transformation Program

12:35 pm - 12:40 pm Transition

Dive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape. 

 

  • Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models 
  • Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy 
  • GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change 

Digital Transformation Program

12:40 pm - 1:10 pm Agility and Cross-Functionality: The Keys to Adaptability in Shared Services
Julie Gillespie - Vice President Finance – Global Transformation, Ecobat

Traditional "big-bang" transformations often fail to deliver expected outcomes due to their complexity and the difficulty of predicting future requirements.  Evaluate an alternative approach that leverages agile methodologies and cross-functional "pods" to automate processes and roll out new capabilities in an iterative and responsive manner. 

Action Items: 

  • Break down complex processes into smaller, manageable components to facilitate iterative automation and reduce the risk of failure. 
  • Establish metrics to monitor the progress of agile automation initiatives and measure their impact on key performance indicators 
  • Regularly review the agile automation process and adapt strategies based on feedback, performance data, and changes in business needs. 
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Julie Gillespie

Vice President Finance – Global Transformation
Ecobat

Digital Transformation Program

1:10 pm - 1:15 pm Transition


Final SSOW Sessions

1:15 pm - 1:45 pm The Next 24 Months: How Are Shared Services Organizations Preparing for 2027?

Jana Vondran - SVP, GBS, Ingram Micro

The shared services and GBS landscape is evolving rapidly, driven by technological advancements, changing business models, and evolving customer expectations. This session will delve into the critical trends shaping the future of these functions and explore how leading organizations are positioning themselves for success in 2027 and beyond. We will examine emerging services, the expanding scope of shared services and GBS, and the transformative role of technology in driving efficiency, innovation, and customer value. By the end of this session, attendees will gain valuable insights into the strategic priorities and initiatives required to future-proof their organizations and gain competitive advantage. Key discussion points will include: 

  • How are organizations transforming their services, scope, and technology? 
  • Where do SSOs create efficiencies in ESG? 
  • What are the critical skills and competencies needed for a future-ready shared services team?  
  • What are the new metrics and KPIs that will be essential to measure future performance?  
  • How will SSOs and GBSOs redefine customer experience to meet future expectations?  
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Jana Vondran

SVP, GBS
Ingram Micro

2:45 pm - 3:00 pm SSON Close


3:00 pm - 3:05 pm End of SSOW '25 - See You Next Year!