Thursday, March 19, 2026: Main Program
Big Idea Stage
8:15 am - 8:45 am
Breakfast in the Innovation Hub
7:30 am - 8:15 am
Morning Yoga
Start your day with a guided morning yoga session designed to help you recharge and refocus before the conference begins. Suitable for all experience levels, this class offers a calm and energizing way to prepare for a full day of learning and networking.
8:45 am - 8:55 am
Chairman's Remarks
8:55 am - 9:25 am
Milestone Reflections: 30 Years of SSOW, 30 Years of Shared Services Growth
Heather King -
Managing Director,
SSON
Laura Kennedy - Head of Enterprise Business Services, Aon
John Transier - Sr. VP Chief Accounting Officer, Sonny's Enterprise
Ed Hansen - Co-Founder, Transformation Enablement LLC
Look at where we have come in the last 3 decades! No one would have thought that 30 years ago shared services would become the powerhouse driver of enterprise value that it can be today. And no one would have thought that SSOW would be the #1 place the industry meets to learn and grow. Join industry leaders to celebrate milestone achievements, unpack strategies that have reshaped efficiency, and candidly discuss the missteps and lessons that can guide the next era. Together we will reflect on what’s worked, what’s failed, and what strategies will keep GBS relevant and impactful over the next 30 years. Our panelists will:
- Celebrate the big wins from consolidation to global standardization to new revenue streams
- Relive the impact of automation including metrics and case examples proving value
- Reflect on the evolution and perception of GBS over the years
- Impart lessons Learned on governance, talent, and transformation that we won’t forget
- Provide their outlook on the next 30 years- predictions for AI, agility, and enterprise integration
Heather King
Managing DirectorSSON
9:25 am - 9:30 am
Transition to Breakout Programs
Breakout Programs
Big Idea Stage
9:30 am - 10:30 am The G6 Debate: The Outsourcing Model in 2030: In the AI Age, Does BPO Fit? Deborah Kops - Principal, Sourcing ChangeShiva Jayaraman - SVP & Business Head – Consumer Industries and Brazil, Wipro
Yogi Goyal - Global Managing Partner, Business Operations, IBM Consulting, IBM
Ashok Pai - SVP & Global Head, Enterprise Cognitive Business Operations, Tata Consultancy Services
Kevin Campbell - CEO, Data and Insights, Capgemini
Shiva Jayaraman
SVP & Business Head – Consumer Industries and BrazilWipro
Yogi Goyal
Global Managing Partner, Business Operations, IBM ConsultingIBM
Ashok Pai
SVP & Global Head, Enterprise Cognitive Business OperationsTata Consultancy Services
Human Resources Shared Services Program
9:30 am - 10:00 am Case Study | Transition, Transformation & Partnership: Payroll’s New Role in Finance Shared Services Center Jacob Davis - Director, Finance Shared Services, TextronErin Mannon - Sr. Manager, Global Payroll, Textron
Payroll is more than a back-office function. It’s the foundation of employee trust and traditionally held in the HR function. Join Textron to unpack their journey of transitioning payroll from HR to the Finance Shared Services Center to streamline and optimize it globally. From troubleshooting systemic issues to documentation challenges, to integrating payroll data with workforce insights and applying successes globally, the FSSC at Textron is reimagining how payroll is run to drive consistency, compliance, and organizational agility.
Hear how Textron:
- Moved beyond transactions to deliver experience-led payroll that boosts trust and morale
- Integrated payroll finance and aligned business units to deliver enterprise value
- Utilized change management practices to transition smoothly without delayed efficiencies
- Built a global strategy to align offices and create a system for best practice sharing
- Use transparency and real-time communication to elevate payroll from a back-office task to a strategic differentiator
Human Resources Shared Services Program
10:00 am - 10:30 am Leading Through Uncertainty: How Siemens Navigated a Global-to-Regional Transformation Michelle Irwin - Head of Training, Engagement, Marketing and Communications for the Americas Regi, Siemens- Built trust through transparent, two-way communication, even when the answers weren’t easy
- Created talent retention and engagement programs to keep top performers motivated amid uncertainty
- Designed reskilling and retraining initiatives to prepare employees for new roles and responsibilities
- Navigated cultural and linguistic nuances to keep a global workforce aligned and connected
- Used continuous feedback and surveys to course-correct and strengthen team confidence throughout the change journey
Michelle Irwin
Head of Training, Engagement, Marketing and Communications for the Americas RegiSiemens
Finance Transformation Program
9:30 am - 10:00 am Fireside Chat | Reimagining DSO—Using Outcome-Based Triggers to Accelerate Payment Cycles Kristin Schooley - Director, Order to Cash, Learning Care GroupDonny Heaton - Sr. Director, Global Order to Cash, Boston Scientific
In a world where cash flow is king, Days Sales Outstanding (DSO) remains one of the most critical indicators of financial health. Whether your DSO is creeping up or flatlining, this session will equip you with real-world strategies to influence faster payments and tighter working capital management.
Join us to explore how to:
- Identify outcome-based performance triggers that can shorten payment windows
- Use data to compare year-over-year improvements—such as accelerating payment by 3+ days
- Go beyond contract terms to build relationship-based strategies that nudge customers toward early or on-time payments
- Rethink how commercial teams, collections, and AR functions collaborate for shared impact
Finance Transformation Program
10:00 am - 10:30 am Project LEAP: Accelerating Finance Transformation at Scale Gabriel Lantos - Senior Director – Project LEAP Finance Transformation Lead, Bristol Myers SquibbAs global complexity and acquisitions reshape the pharmaceutical industry, Bristol Myers Squibb’s finance organization is transforming through Project LEAP (Legal Entity Acceleration Program). This multi-year, $50M initiative accelerates the financial close cycle by five days, leveraging smart automation and process optimization to reduce risk, unlock resource capacity, and enable faster, data-driven decision-making. LEAP replaces manual processes with AI-driven insights, improves visibility into intercompany positions, and enhances planning and analytics. The program is designed to deliver measurable results, supporting strategic growth and agility in a rapidly evolving business environment.
Gabriel Lantos
Senior Director – Project LEAP Finance Transformation LeadBristol Myers Squibb
Big Idea Stage
10:30 am - 11:15 am
Keynote: The Power of One
Erin Brockovich -
Advocate, Author & President,
Brockovich Research & Consulting
Erin Brockovich is one of those rare individuals whose own true story has become part of our public consciousness. Seen by millions as a symbol of American justice and the importance of fighting for the truth, Brockovich continues to speak out on behalf of those who can’t.
11:15 am - 12:15 pm
Brunch & Networking Break
Celebrity Guest Coming Soon!
Breakout Programs
Human Resources Shared Services Program
12:15 pm - 12:45 pm Fix the Foundation: Tackle Your Fragmented HR Systems Before You Implement AI Stacy Marshall - Director, HR Shared Service & Systems, People Analytics and HR Programs, Lifemark Health GroupYou can’t transform what you can’t see clearly—and for many HRSS teams, siloed processes and legacy systems make it nearly impossible to get reliable data, let alone power AI with it. From disjointed case management and inconsistent ticket routing to messy employee records and outdated org charts, fragmented systems are quietly sabotaging progress.
This session offers a practical roadmap to get your HR house in order. We’ll explore how to:
Audit your core systems (Workday, ServiceNow, SuccessFactors, etc.) for gaps and misalignment
Identify where handoffs break down across payroll, benefits, onboarding, and talent mobility
Clean and classify HR data to support scalable automation and AI use cases
Prioritize integration and process design to enable AI that actually delivers value
Because in HRSS, AI isn’t just a tech decision—it’s a readiness decision. And building the right foundation is step one.
Stacy Marshall
Director, HR Shared Service & Systems, People Analytics and HR ProgramsLifemark Health Group
Human Resources Shared Services Program
12:45 pm - 12:50 pm TransitionHuman Resources Shared Services Program
12:50 pm - 1:20 pm Panel | Co-Creating the Future Workforce: How HR, Tech & Operations Build Skills for What’s Next Beth Cord - Vice President of BEST Human Resources Shared Services, L'OréalEric Manten - People Services Director, AAR
Tom Sterling - Vice President, Peoples Solutions Operations, Cox Automotive
Ashley Diggs - Manager, Caregiver Experience Center,, Premier Health
The pace of change across today’s enterprise means skills can no longer be developed in silos. Building a workforce that’s ready for the future requires shared ownership and seamless collaboration between HR, technology, and operations. Instead of one-off training initiatives, leading organizations are designing integrated, data-driven skill development frameworks that evolve alongside business needs.
In this session, explore how forward-thinking companies are partnering across functions to:
- Define the capabilities and roles that will matter most in the next 12–24 months
- Build reskilling and upskilling pathways that support real career mobility
- Embed technology-enabled learning into day-to-day workflows
- Create shared accountability for workforce agility, productivity, and employee experience
Human Resources Shared Services Program
1:20 pm - 1:25 pm TransitionShared Services Fundamentals Program
12:15 pm - 12:45 pm Transform Chaos into Clarity with Process Mapping & Automation Debbie Lougheed - Sr. Director of Shared Services, Diocese of OrlandoBefore you automate, map. Join this session for a step-by-step guide on how to bring order to operational complexity through process mapping and smart automation strategies specifically geared to new SSOs:
- Uncover best practices to document and analyze workflows across key shared services functions to create a solid foundation before automation by uncovering inefficiencies, bottlenecks, and variation that need addressing
- Discover how to prioritize automation opportunities that deliver immediate impact with minimal complexity
- Use process mapping as a guiding tool to align technology investments with real operational needs, ensuring automation solutions are scalable and sustainable
- Gain practical advice on challenges specific to immature SSOs, including fragmented data, lack of standardization, and change resistance—helping you navigate a smoother path to automation maturity
- Explore how involving frontline staff and stakeholders in process mapping drives buy-in and uncovers hidden insights critical for successful automation
Shared Services Fundamentals Program
12:45 pm - 12:50 pm TransitionShared Services Fundamentals Program
12:50 pm - 1:20 pm AI Kickstart— Practical Strategies for Emerging SSOs Nikki Rodgers - SVP, Global Shared Services, Stagwell GlobalFor Shared Services leaders building their foundations, AI can seem like a buzzword better suited for mature operations—but that's changing fast. Designed for those at the beginning of their SSO journey, offering actionable insights into how AI can drive measurable business outcomes, even at an early stage, you will learn how to:
- Build a compelling business case that proves ROI for AI investment
- Use process mapping to identify inefficiencies and automation-ready opportunities
- Design for scalability from the start, ensuring your AI strategy evolves as your SSO grow
Whether you’re looking to streamline workflows, improve data visibility, or build the foundation for future innovation, this session will help you start smart and scale strategically.
Shared Services Fundamentals Program
1:20 pm - 1:25 pm TransitionProcess Excellence Program
12:15 pm - 12:45 pm From “AP Automation” to “Process as a Service”: Redesigning Procure-to-Pay Bo Senu-Hodo - Global Source to Pay Transformation Leader, Astellas Pharma
Process Excellence Program
12:45 pm - 12:50 pm TransitionProcess Excellence Program
12:50 pm - 1:20 pm Case Study | From Local Legacy to Global Unity: Standardize in a Verticalized Enterprise Amy Wirges - Global Head of Operations and Shared Services, SGSAs global organizations shift toward verticalized operating models, the challenge isn’t just about new structures—it’s about overcoming years of regional independence, embedded ways of working, and scattered systems. Hear how a global transformation leader has helped drive alignment across borders, overcome resistance to change, and turn complexity into cohesion. Explore how to shift mindsets, define non-negotiables, and create change management frameworks that actually work—while still respecting local nuance. Discuss:
- Why verticalization is gaining traction and how it reshapes global delivery
- Pain points of standardization execution and solutions to fix it
- Lessons learned from navigating pushback, exception overload, and cultural resistance
- How to create a "one team" mindset without dismissing local needs
- The role of governance, tech, and clear ownership in driving change
- What success looks like—and how long it really takes to get there
Process Excellence Program
1:20 pm - 1:25 pm TransitionProcurement & Supply Chain Management Program
12:15 pm - 12:45 pm De-Risk Procurement Outsourcing by Balancing Governance, Innovation, and Control Joe Abraham - Sr. Program Manager, GBS, Microsoft CorporationAs procurement shared services evolve, outsourcing can unlock scale and efficiency—but it also introduces new risks. From service quality to brand integrity and compliance, organizations must strike the right balance between innovation and control. Discover how to build a governance framework that enables performance, minimizes disruption, and keeps your operations aligned with enterprise goals.
- Design governance models that ensure accountability, performance tracking, and quality assurance in outsourced environments
- Establish clear evaluation and segmentation criteria to determine which procurement processes to retain, standardize, or externalize
- Mitigate change management risks through stakeholder alignment, transparent communication, and robust transition plans
- Balance centralized control with localized flexibility to maintain compliance, responsiveness, and stakeholder trust
- Explore hybrid delivery models that combine internal strengths with external efficiencies—without compromising control
Digital Transformation Program
12:15 pm - 12:45 pm Cracking the CoE Code: Investment, Design, and Lessons Learned in AI/Automation Jeff Edwards - SVP, Operations, OntellusDavid Borges - VP, Operations, Ontellus
Mason Ross - SVP, Operations, Ontellus
As organizations accelerate digital transformation, many are establishing Centers of Excellence (CoEs) to guide automation and AI strategy. But setting up a CoE is easier said than done. Leaders often struggle with justifying the investment, defining the right organizational design, and balancing centralized governance with business unit needs. Without clear frameworks and practical examples, even well-intentioned CoEs risk stalling or failing to scale.
This session tackles the real-world challenges of building an effective automation and AI CoE, offering practical guidance and case study insights from organizations that have successfully done it. Attendees will learn how to structure a CoE that drives adoption, delivers measurable ROI, and keeps pace with rapidly evolving digital capabilities.
Key Takeaways:
- Define the scope and mandate of an AI/automation CoE to align with enterprise strategy
- Build the business case and secure investment by demonstrating clear ROI and value creation
- Explore organizational design models—centralized, federated, and hybrid—and their trade-offs
- Establish governance frameworks that balance speed, compliance, and innovation
- Learn from case studies of successful CoE launches, including pitfalls to avoid and lessons learned
Digital Transformation Program
12:45 pm - 12:50 pm TransitionDigital Transformation Program
12:50 pm - 1:20 pm Fireside Chat | Capture the Full Value of Shared Services Transformation with Measurements that Matter Ashlie Crosby - Senior Vice President, Global Business Solutions Center, Finance, MastercardTim Lynch - Executive Leader, WFM FinOps & Managed Services Senior Manager, Amazon
Transformation isn’t just about hard numbers. While leadership often expects quick financial returns, many of the most impactful benefits—like increased agility, better communication, and improved employee experience—are softer and harder to quantify. To prove true value and guide continuous improvement, shared services teams need to regularly gather user feedback and develop comprehensive metrics that capture both financial and non-financial outcomes.
Gain actionable takeaways:
Implement ongoing user feedback loops to track perceived value and uncover improvement opportunities
Identify and measure soft benefits like agility, collaboration, and employee engagement
Develop balanced scorecards that integrate financial and non-financial metrics
Set realistic expectations with leadership about transformation timelines and value realization
Use data storytelling techniques to communicate a holistic impact to stakeholders
