Suzanne Leopoldi-Nichols

President of Global Business Services UPS, USA

Workshops: Tuesday, 22nd September 2020

Thursday, October 22nd, 2020

9:00 AM Global Business Service Model Creation: Graduating from centralized shared services to global business services

Outdated Shared Services models can’t sustain success and position your company for competitive advantage. How do you incorporate the key buzzwords of today “AI, Customer-centric, Design-thinking, Digital, Hybrid-human, Quantum Computing, Transformation, Virtual-everything, Voice-as-UI, Zillennials” into a hyper-hip and mature business model, that adds strategic value to support your organization? Running your GBS like a business that includes all the multi-faceted dimensions are the keys to success.

This workshop will be an opportunity to learn from the expertise of the President of Global Business Services at UPS, Suzanne Leopoldi-Nichols. Drawing from her years of experience and high expertise she will guide you on electing the right model, the right processes, and the right structure for your GBS.

How you will benefit:
  • Learn the best practice for embedding end to end process ownership
  • Gain guidance on GBS modelling – Graduating from Centralized SS to GBS
  • Find the answer to - How do you decide the right model for your organization?
  • Explore the risk factor - Big Bang to GBS / Risk Reward Model

Conference Day One: Wednesday, 23rd September 2020

Friday, October 23rd, 2020

Conference Day Two: Thursday, 24th September 2020

Saturday, October 24th, 2020

8:45 AM Opening Remarks

9:20 AM International keynote - UPS: Building Standardized Shared Services Across 220 Countries and Driving A Customer Centric Approach To Service Design

Having grown and developed their multifunctional shared services model, UPS were able to expand to a Global Business Services (GBS) across every continent around the globe. The next step is their GBS 3.0 strategy. Already having positioned themselves as a business partner in 82 GBS hubs through a continuous improvement strategy, they are now focusing on how they can drive a design thinking approach to bring the focus back to customer need. In this session, Suzanne will share lessons learned in the build and expansion of GBS and will talk of how UPS plan to deliver more intelligent and expansive services.

  • GBS 1.0 & 2.0 - The build and expansion of GBS on every continent, across 220 countries and territories
- Going global and lessons learnt
- Automation and early IA experimentation
  • Standing up verticals to support the business model as a strategic ‘value add’ business partner
  • GBS 3.0 – driving an end to end model and a design thinking approach: workshopping a catalogue of services
  • The demand management process and building a cadence of customer contact & awareness

9:50 AM #SSOWOMEN - Women in Business Services: How Can Diversity Be Driven Through Business Services - From Back to Front Office

Debate surrounds the concept of leadership; is it an innate and inherent ability held by a small number of people, or can anyone rise to the challenge of leadership? Into this complex field of study comes the issue of female leadership. Does it differ from male leadership, and if so, what are those defining characteristics? Women in their own way, wield enormous influence and have inspired many to their respective cause. In this panel, leaders will join together to discuss female leadership in business services.

  • Exemplary leadership examples and why diversity means more success
  • Breaking down stereotypes: should this be top-down?
  • The evolution of shared services as a prime opportunity to drive diversity
Panel chair:

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

Download The Latest Agenda