Shared Services & Outsourcing Week Conference
March 24 - 27, 2025
| Orlando, FL
Thursday, March 28, 2024
8:00 am - 8:40 am
Breakfast in the Innovation Hub
8:40 am - 8:50 am
Chairman's Remarks
Brad DeMent -
Partner,
ScottMadden
8:50 am - 9:20 am
SSON Impact Award Winners Spotlight
Will Thomae -
Conference Producer,
SSON
Big Idea Stage
9:20 am - 9:50 am Panel Discussion: GBS Megatrends: 2025 and Beyond Maria Saggese - GBS Lead Partner Global & EMEIA, EYGary Burke - Vice President Finance Operations and Transformation, ADP
Michael Frankel - Vice President, Finance Transformation & Shared Services, T-Mobile
- What will define the GBS landscape in 2025 and beyond?
- Key factors impacting the landscape across the operating model (technology, talent, expanding scope and customer experience)
- How you can prepare for these shifts across your operating model, to be able to move to the next S-curve
Sponsored by: Ernst & Young
Workforce & Talent Stage
9:20 am - 9:50 am Workforce & Talent Stage: Unlocking HR Efficiency: Building Strategic Capacity within HR Shared Services Brandy Patterson - Director of People Operations, BSW HealthChristopher Koch - Director of HR Tech & People Analytics, Baylor Scott and White (BSW) Health
Discover how automation can increase strategic capacity and growth, transform operations, and improve HR Business Outcomes.
· Measure time savings and value by unveiling the total cost per transaction.
· Broaden shared services horizons by embracing compensation automation.
· Unveil insights with journey based methodology and utilize analytics tools for thematic analysis
· Develop a test of change methodology to determine best tools with generative AI
Business Services Essentials Stage
9:20 am - 9:50 am Create the Gateway to Enterprise Value David Naismith - Senior Director, Business Operations, Global Procurement Services, CiscoWhat creates value to an enterprise? One way is by crafting frictionless interactions for your customers. Join this session to explore how leveraging cutting-edige technology can revolutionize customer experiences.
- Unveil the transformative impact of digital technologies on customer engagement and satisfaction
- Navigate the intricate landscape of data-driven insights to personalize
Future of GBS Boardroom
9:20 am - 9:50 am Panel Discussion: GBS Megatrends: 2025 and beyondWhat will define the GBS landscape in 2025 and beyond?
• Key factors impacting the landscape across the operating model (technology, talent, expanding scope and customer experience)
• How you can prepare for these shifts across your operating model, to be able to move to the next S-curve
Michael Frankel - Vice President, Finance Transformation & Shared Services, T-MobileGary Burke - Vice President Finance Operations and Transformation, ADP
Maria Saggese - GBS Lead Partner Global & EMEIA, EY
Big Idea Stage
9:50 am - 10:45 am Big Idea Stage: The G6 Debate: Provocative Insights into BPO's Impact on GBS Excellence Deborah Kops - Principal, Sourcing ChangeJasjit Kang (G6 BPO Debate Participant) - SVP & Business Head, Digital Operations & Platforms, Wipro
Satish Nair - SVP and Head of Client Partnership, Infosys BPM
Leslie Peeler (G6 BPO Debate Participant) - Senior Partner, Americas BPO Portfolio Growth Leader, IBM
Cleveland Sellers III - Head of Americas, Capgemini’s Business Services Global Business Line, CapGemini
Chandra Y (G6 BPO Debate Participant) - Head - BPS F&A & Strategic Services, TCS
Arundhati Chakraborty (G6 BPO Debate Participant) - Global Lead, Delivery & Transformation, Accenture
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
Jasjit Kang (G6 BPO Debate Participant)
SVP & Business Head, Digital Operations & PlatformsWipro
Leslie Peeler (G6 BPO Debate Participant)
Senior Partner, Americas BPO Portfolio Growth LeaderIBM
Cleveland Sellers III
Head of Americas, Capgemini’s Business Services Global Business LineCapGemini
Arundhati Chakraborty (G6 BPO Debate Participant)
Global Lead, Delivery & TransformationAccenture
Business Services Essentials Stage
9:50 am - 10:45 am Workshop: Revolutionizing O2C Dynamics through Innovative Strategies and Digital Advancements Carmine Fardella - CFO and Head of Global Order to Cash and Accounting Shared Services, Bloomberg LPVishal Mirpuri - Global Process Owner of Order to Cash, Bloomberg LP
Esther Ramos - Accounts Receivable Manager & Product Owner, Bloomberg LP
In the face of unprecedented disruptions, the paramount concern remains cash flow. Join this one-hour session to hear the insightful journey Bloomberg LP took into the realm of financial metamorphosis, unraveling the intricacies of O2C processes' optimization to counter uncertainties and evolve into a dynamic business function. Immerse yourself in this interactive symposium designed to scrutinize the pivotal catalysts propelling finance into the modern era, paving the way for a strategic edge. In this Workshop we will hear how to:
- Unravel the essence of transformation within your organizational framework, harmonizing goals with overarching business initiatives.
- Unearth inefficiencies in O2C processes, fostering a culture of continuous improvement.
- Embark on a journey into the realms of advanced automation and AI technologies, catalyzing transformative shifts and fostering scalable growth.
Carmine Fardella
CFO and Head of Global Order to Cash and Accounting Shared ServicesBloomberg LP
Workforce & Talent Stage
10:45 am - 11:15 am Nurturing a Resilient and Compliant Workforce in the Future of Work Gary Letts - Executive Director - Global Business Solutions - Finance Operations & FP&A, CumminsIn today's dynamic business landscape, characterized by remote and hybrid work models, GBS leaders are encountering soaring attrition rates and the challenge of maintaining compliance. Uncover strategies to cultivate a sustainable and compliant workforce in the post-pandemic era, propelling your organization towards unprecedented success.
- Mastering the art of embedding quality across every facet of your operations, instilling a culture of excellence.
- Sustaining quality consistency and longevity by adapting to the evolving work environment and empowering your workforce with the right tools and support.
- Embracing a fresh perspective on talent management, recognizing that the new workforce necessitates innovative support mechanisms to minimize process deviation and variance.
- Achieving seamless technology "harmonization" to drive end-to-end success, streamlining processes and optimizing operational efficiency in the era of new ways of working.
Gary Letts
Executive Director - Global Business Solutions - Finance Operations & FP&ACummins
Business Services Essentials Stage
10:45 am - 11:15 am Drive Transparency through Efficient P2P Systems and Process Standardization- Unpack the right balance between processes that conform to standardization measures vs. more complex and individualized processes
- Outline the steps involved to achieve an effective alignment of standardization across the business
- Explore achievable and measurable KPIs and other performance measures to drive efficiency
Sponsored by: Corcentric
Future of Business Services GBS Boardroom Opens (Pre-Qualification Needed)
Unleashing Generative AI’s Potential & Managing Risks in GBS
11:00 am - 11:50 am Unleashing Generative AI’s Potential & Managing Risks in GBS Shane Abeyratne - Senior Vice President for GBS, Cardinal HealthDr. Sumit Mitra - CEO, Tesco Business Solutions (2023 World's Best GBS Winner)
Kyle Perry - Managing Director, EY
In the latest Generative AI survey by SSON Research & Analytics, 82% of respondents are either exploring GAI benefits or piloting use cases, but only 5% have a clear ROI understanding & roadmap. In this session, we’ll examine its impact on operating models, capability and value creation, human capital & skills, commercial models, and getting started, along with addressing security and talent concerns for strategic impact.
Sponsored by: Ernst & Young
Building Data-Intelligent Global Business Services
12:00 pm - 12:50 pm Building Data-Intelligent Global Business Services Srini Cherukumilli - Head of Business Services, TropicanaCarola Mariscal - GBS Control Transformation & Strategy Senior Director, PepsiCo
Deirdre Ryan - Global and Americas Finance Transformation Leader, EY
A data intelligent GBS organization not only reduces costs and cycle time, but it is a catalyst for optimizing customer and employee experience – a prerequisite for maximizing sustainable value. We will discuss practical approaches for building a data-enabled GBS capability to attract and engage high-performing talent.
Sponsored by: Ernst & Young
11:15 am - 12:00 pm
Networking Break in the Innovation Hub
Track Sessions
The Future of Outsourcing
12:00 pm - 12:30 pm PANEL: Captive, Outsourced or Hybrid? Finding the Perfect Fit For Your SSO Sue Danino - Vice President of GBS, Hubbell IncorporatedBradley Killinger - CEO, Sapience Analytics
Each SSO must find its own fit in order to maximize its value. Oftentimes there is no single correct answer. The panelists will debate and discuss which model works best within their organizations and why. Key learnings include:
- What partners are getting what results
- How technology has influenced the decision-making process
- Levers pulled to make change
Sponsored by: Sapience
The Future of Outsourcing
12:30 pm - 1:00 pm Strategic Vendor Management: Revolutionizing Long-term Partnerships for Unmatched Business Value Normand Allard - VP Canadian Shared Services, Sun LifeJoin Sun Life for a discussion on strategic vendor management, inspired by their shared services journey that has rapidly grown to include 700+ employees and 100+ vendor relationships since August 2022. The focus is on creating long-term partnerships that deliver business value beyond cost savings, using the following approaches:
• Demonstrate your company's vision and share business goals to build a shared understanding with vendors.
• Communicate your pain points to gain insight on how vendors can help solve your challenges.
• Envision how vendors can help you reach the next level of excellence and surpass your goals.
• Establish internal teams dedicated to vendor-focused functions, including: business integration, supplier relationship management, and strategic sourcing.
Workforce & Talent Stage
12:00 pm - 12:30 pm Bringing HR Home: Elevating Employee Connections through In-House ADA Process Migration Chance Cassidy - Vice President, Employee Services Center, Charter CommunicationsDiscover the transformative journey of Charter Communications' VP of Employee Services as they shifted their ADA processes from outsourced to in-house, creating a more personalized and efficient HR experience. In this engaging case study, explore the strategic mindset, crucial conversations, precise executions, and continuous improvement efforts that propelled Charter to cut SLA time four-fold while fostering stronger internal connections among employees.
Join us for an insightful session where we delve into the key elements of this migration, including:
- Promoting HR Engagement: Learn how to forge stronger bonds with the broader business, prioritize collaboration, and reduce SLAs to enhance overall efficiency.
- Redefining Processes: Explore the strategies behind redefining processes to seamlessly streamline workflows, ensuring a more agile and responsive HR environment.
- Effective Communication and Exposure: Gain insights into communication tactics and increased visibility to alleviate employee confusion surrounding complex ADA processes.
Workforce & Talent Stage
12:30 pm - 1:00 pm Navigating Career Growth within GBS: Crafting Strategic Pathways Mônica Azzali Bello - Global Head of GBS People Services, General MotorsUncover the strategies essential for nurturing talent, driving organizational success, and ensuring a skilled and agile workforce for the future. Discover how to embrace career planning as a cornerstone for building resilient, high-performing teams that drive innovation and success.
- Nurturing talent, driving organizational success, and ensuring a skilled and agile workforce for the future
- Upskilling talent with skills needed for future leadership and excellence
- Create tailored pathways for professional growth that advance individual careers and contribute to the overall success of GBS initiatives.
Business Services Essentials Stage
12:00 pm - 12:30 pm Streamlining Supplier Management across Diverse ERP Instances Matthew Morookian - Director of Marketing, apexanalytixClaudia Armenta - P2P Global Process Owner, CEMEX
Explore a compelling case study that sheds light on the strategic initiatives employed in centralizing supplier onboarding and management across various global ERP systems.
- Understanding the objectives of a dedicated Center of Excellence for Procure-to-Pay (P2P)
- Harnessing supplier management to streamline operations and fortify adherence to international regulations.
- Overcoming challenges encountered during the consolidation of global supplier management
Sponsored by: apexanalytix
Business Services Essentials Stage
12:30 pm - 1:00 pm Embracing GenAI for Autonomous Operations and Workforce Transformation within AP Uli Erxleben - Founder & CEO, HypatosSandra Hefenbrock - Manager Global Finance Digitalization & Automation, Beiersdorf SE (Beiersdorf Shared Services)
This session will provide a comprehensive roadmap for navigating the complex journey of transformation towards autonomous finance. It will provide key insights into the use of advanced technologies such as machine learning and GenAI and highlight changes that may be required in the areas of workforce and technology.
This session will:
- Cover strategies for implementing GenAI within finance processes, particularly in AP, to achieve autonomous processing
- Address crucial aspects of workforce development and re-skilling in the AI era, focusing on the transition from data entry to data mastery
Sponsored by: Hypatos
Sandra Hefenbrock
Manager Global Finance Digitalization & AutomationBeiersdorf SE (Beiersdorf Shared Services)
New Services & Scope Expansion
12:00 pm - 12:30 pm Optimizing Sales and Operations through Shared Services SupportDiscover how shared services play a pivotal role in supporting sales and operations teams, ensuring streamlined CRM systems and field marketing, and providing extensive assistance for value creation, sales, and administration support.
- Drive continuous improvement in sales operations
- Foster confident utilization of CRM data by closely collaborating with sales teams
New Services & Scope Expansion
12:30 pm - 1:00 pm The Transformative Power of Master Data ManagementFinance Transformation
12:00 pm - 12:30 pm Revolutionizing Travel and Expense Management Danny Smout - Enterprise Value Engineer, SAP ConcurBrad Barton - Continuous Improvement and Business Relationship Manager, The Mosaic Company
Effective travel and expense management is essential for financial success. Explore how cutting-edge technologies are reshaping processes, enhancing compliance, and providing invaluable insights into spending behaviors.
- Employing advanced tools and strategies to gain efficiency and streamline processes
- Leveraging data analytics to make informed decisions and uncover actionable trends.
- Prioritizing a seamless end-user experience through user-friendly messaging and intuitive features
Sponsored by: SAP Concur
Finance Transformation
12:30 pm - 1:00 pm Embracing the Future: Evolving Tools and Tech in Finance John Transier - Senior Vice President, Finance Shared Services, VericastIn the ever-changing landscape of technology and finance, it is crucial to explore the tools of the future and the path they're taking.
- Streamlining finance operations by transitioning from legacy ERP to agile cloud-based solutions
- Emphasizing true innovation over superficial rebranding of old technologies by vendors
- Eliminating technical debt to foster a more efficient and adaptive financial ecosystem.
- Collaborating with vendors to expedite the implementation process and stay ahead of the curve.
Customer Experience & Service Delivery
12:00 pm - 12:30 pm Leveraging CX to Become a Strategic Partner to the BusinessCustomer experience is crucial to shared services because it directly impacts the success, reputation, and sustainability of the entire operation. Join us to uncover strategies that elevate customer satisfaction, drive operational efficiency, and position shared services as a pivotal contributor to organizational success.
- Explore the pivotal role of CEM in reshaping shared services to focus on delivering exceptional value and satisfaction to customers
- Learn how effective CEM strategies align with shared services operations
- Discover how to position shared services as a strategic partner in organizational growth
Customer Experience & Service Delivery
12:30 pm - 1:00 pm Designing a Seamless Service Delivery Model with CX at the Center Damian Kitson - VP Finance Services, WalmartGain insights from a visionary executive who drove cultural transformation, resulting in impressive revenue growth. Explore strategies to seamlessly integrate customer-centricity into GBS operations
- Effortlessly embed customer-centric principles into GBS operations, amplifying service excellence and fostering innovation
- Leverage customer feedback, metrics, and insights to continuously optimize service strategies
Maturing
12:00 pm - 12:30 pm Unleashing Digital Transformation's PotentialIn the realm of digital transformation, the gateway to enterprise value lies in crafting frictionless interactions. Join this session to explore how leveraging cutting-edge technology can revolutionize customer experiences.
- Unveil the transformative impact of digital technologies on customer engagement and satisfaction
- Navigate the intricate landscape of data-driven insights to personalize customer interactions.
Maturing
12:30 pm - 1:00 pm Unleashing Operational Transformation: Navigating Capabilities
In a rapidly evolving landscape of AI, ML, RPA, and Generative AI, separating transformative technologies from fleeting trends is paramount. Are you ready to strategically choose technologies that will truly revolutionize your operations?
• Empowering GPOs as visionary process owners
• Strategically selecting technologies aligned with your company's needs
• Harnessing business-technology synergy for unparalleled results
• Escaping the Fear of Missing Out (FOMO) in technology selection
• Balancing intrinsic and external forces for informed technology
1:00 pm - 2:00 pm
Networking Lunch
2:00 pm - 2:30 pm
Panel: Performance Management and Driving the Next Wave of Corporate Transformation
Jay Cheedella -
Vice President Service Delivery,
The Hershey Company
Sue Dempsey - Senior Vice President, Acrisure Business Services
Chris Nicholas - Vice President - Head of TBS US and EUCAN Finance Solutions and Site Lead, Exton, Takeda
In an era of rapid technological evolution, GBS leaders have emerged as pivotal drivers of organizational digital transformation, assuming the roles of visionary process owners. Discover how to embrace technology through proactive pilot initiatives, ensuring its seamless integration into the enterprise. By aligning efforts with a sharp focus on business outcomes, discover how to deliver enhanced performance, productivity, and drive the organization toward sustainable excellence.
Discover how GBS leaders have evolved into change agents, steering digital transformation initiatives and leveraging their visionary insights to shape future processes.
· Learn the strategic advantage of adopting and piloting technologies ahead of their enterprise-wide deployment
· Delve into the pivotal role of GBS leaders in achieving tangible business outcomes
Chris Nicholas
Vice President - Head of TBS US and EUCAN Finance Solutions and Site Lead, ExtonTakeda
2:30 pm - 3:15 pm
Keynote: Daymond John's Key Steps to Success in Life & Business
Daymond John -
Founder/CEO of FUBU,
Star of ABC’s Shark Tank & CEO of The Shark Group
3:15 pm - 3:45 pm
Final Networking Break: Meet & Greet with Daymond John in the Innovation Hub
3:45 pm - 4:15 pm
Closing Keynote: Redefining GBS in the Next 10 Years: Visions for Redefining, Measuring, and Delivering Value
Turan Sahin -
CEO,
Allianz Services
Challenge the status quo in a thought-provoking session where we delve into a paradigm shift: from cost and efficiency to intelligence, insights, and strategic synergy as the barometers of true value. Prepare to be intrigued and unsettled as we explore the controversial evolution of value creation, igniting discourse on what GBS could truly become over the next decade.
- Embark on a journey beyond the confines of traditional metrics, where GBS luminaries forecast the shift toward redefining, measuring, and delivering value in unprecedented ways
- Venture beyond value-add to uncover tangible strategies for enriching both your SSO and the broader organization.
- Dive into the heart of GBS transformation as we dissect the pivotal role of intelligence and insights in propelling innovation across data, process, and systems, igniting the spark for monumental value creation
