Value Proven. Every Day.

Off Onsite Pricing - Excludes SSON Data Plus Pass and A-La-Carte Options
Earn Up To 24.5 CPE Credits!
Rosen Shingle Creek, Orlando, FL | March 23 - 26, 2020

Conference Day Three: Thursday, 26th March 2020

8:00 am - 9:00 am Breakfast and Registration

9:05 am - 9:10 am SSON Opening

9:10 am - 9:20 am BradTalks Recap of Day Two

Brad DeMent - Chairman, Partner, ScottMadden
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Brad DeMent

Chairman, Partner
ScottMadden

9:20 am - 9:30 am Highlights from SSON’s State of the Shared Services Market Report

Barbara Hodge - Global Editor, SSON
Gets an up-close-and-personal view of the seismic changes impacting Shared Services today: CoE proliferation, aggressive productivity targets; fewer resources, more results. Join this data rich session for a summary of what’s happening in your back yard.

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Barbara Hodge

Global Editor
SSON

9:30 am - 10:00 am Client-led Case Study

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Peter H. Diamandis

MD Founder, Executive Chairman, Executive Founder and Director
XPRIZE Foundation, Singularity University

10:50 am - 11:20 am Demo Drive Raffle Winners Chosen

Be there or be square! If you want to win, you have to be in!
Be present to be able to win one of dozens of fabulous prizes.

11:20 am - 11:50 am Networking Break and Peter Diamandis Book Signing and Meet and Greet in the Expo Hall

SSO Excellence Track Sessions Run
Click on one of the tracks below to view full session information

TRACK SESSION OVERVIEW
11:50 - 1:00 Tracks Run
11:50 - 11:55 Chairs Intro and Networking
11:55 - 12:25 Session 1 (S1)
12:25 - 12:30 5 Minute Changeover
12:30 - 1:00 Session 2 (S2)

TRACK One: Analytics Excellence Track

11:55 am - 12:25 pm Predictive Analytics in the SSO of the Future
What would be the impact on your business if you knew whether your suppliers would pay on time, what the best price point for your services was, and how likely your customers were to go elsewhere? n this session, hear how this Fortune 100 pharmaceutical giant’s GBS function has ownership for global data, and is using this to drive insights and value back to it’s business.

Discover:
  • Where the easy wins are (finance and O2C)
  • The importance of process standardization.
  • Looking into AI to support future analytics

TRACK One: Analytics Excellence Track

12:25 pm - 12:30 pm 5 Minute Changeover

TRACK One: Analytics Excellence Track

12:30 pm - 1:00 pm INTERACTIVE PANEL: What to Do With Information Overload? Constructing your DA Strategy
The modern business is a data-driven environment, yet all too often, critical decisions are made based on “gut feel” or partial information which does not tell the whole story. As Business Services provides the ideal incubator for ownership of data analytics, this panel session will discuss:

  • How to collect and collate your data
  • Constructing a data analytics strategy 101 – what does your business need from you?
  • Utilizing IA and AI to provide value back to your customer partners.

TRACK Two: Customer Excellence Track

11:55 am - 12:25 pm Servicing Your Ultimate Customer (The Only Ones That Matter!)
In this case study, hear from a leading SSO about how they are reaching beyond the back and middle office to provide customer service to internal stakeholders, but to the customer buying their products and impacting their revenue. Discover how:

  • This organization is using analytics to drive customer insights and to identify areas for growth
  • To develop a CX strategy that includes your Business Partners, and your SSO
  • Understanding customer “pain points” and how to smooth them out in a short time frame

TRACK Two: Customer Excellence Track

12:25 pm - 12:30 pm 5 Minute Changeover

TRACK Two: Customer Excellence Track

12:30 pm - 1:00 pm INTERACTIVE PANEL SESSION: Customer Centricity 101
In this session, hear from three SSO VPs about how they have overhauled their processes in order to become customer obsessed. Discover from them:

  • How they have developed SLAs that keep them constantly, consistently improving
  • Agile-service creation – how to shift perceptions internally from process to best practice
  • Design Thinking and Customer Feedback – understanding what customers actually want

TRACK Three: Employee Excellence Track

11:55 am - 12:25 pm Culture Isn’t Created from the Top Down: An Exercise in Employee Feedback and Engagement
Patricia Tourigny - Senior Vice President, Human Resources Shared Services, Magellan Health
In this session, hear from the SVP of a multinational SSO organization about how they have gone from double-digit attrition which was severely stalling the growth of their SSO and was breaking down their trust in service, to one where attrition is less than 10% and customer SLAs are growing.

Learn:
  • Constructing a talent and retention strategy from the ground up – understanding and acting on employee feedback
  • How to develop your employee excellence and training program
  • Culture creation and value-add

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Patricia Tourigny

Senior Vice President, Human Resources Shared Services
Magellan Health

TRACK Three: Employee Excellence Track

12:25 pm - 12:30 pm 5 Minute Changeover
In this session, hear from millennials in leadership positions about the tools they need in order to not only stay in your organization, but, crucially, to stay engaged in your SSO!

Discover:
  • How you should be adapting your leadership style from generation to generation
  • What really matters? Is it flexible working, recognition, CSR, or all of the above?
Panelists:

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Camille Rodriguez

Chief, NAF Benefits and Insurance
Air Force Services Center

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Eric Dugan

Vice President, Global Shared Services
Hertz

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Juan Mora Vargas

Shared Services Director
Align Technology

TRACK Four: Future of Finance

11:55 am - 12:25 pm The Benefits of Using a Shared Services Platform During a Merger & Acquisition
Lee Rubinoff - Senior Director GBS, Celestica
Mergers and Acquisitions can be tricky especially when the companies are across borders. In this session we will examine how a shared services organization can be value add. We will also discuss how global regulations may add a layer of complexity to M&A that can be aided by shared services.

  • Determining the right time to merge systems
  • Discussing Canadian regulation and added merger complexity
  • Integrating Vendor Contracts & Account Payable

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Lee Rubinoff

Senior Director GBS
Celestica

TRACK Four: Future of Finance

12:25 pm - 12:30 pm 5 Minute Changeover

TRACK Four: Future of Finance

12:30 pm - 1:00 pm INTERACTIVE PANEL SESSION: Creating and Developing your Advanced Finance Operations
In this session, hear from Finance Leaders who have successfully upskilled members of their team into “CoEs” within Finance, harnessing the power of automation and tech.

Learn:
  • How to identify the right candidates for your center
  • Facing challenges with centers of excellence head on – how to push through your transformation and deliver enhanced operations
  • Deploy an upskilling and retraining program for top talent

TRACK Five: Process Excellence Track

11:55 am - 12:25 pm Efficiencies in Shared Services through building talent pool resource system and common resources
Krish Grupta - Senior Vice President & CFO, CRH Canada
Charanjit Singh - Director, Shared Services, CRH Canada
In this session you will hear from CRH Canada about how they were able to achieve cost savings of $1m over last 8 years, manage multiple financial systems through common shared service resources and hire 10% of their employees from proactive alternate talent pools within their shared services centers. CRH Canada is a member of CRH plc, a leading global diversified building materials business with annual revenues of 30 billion dollars, employing 90,000 people in 32 countries at 3,700 locations.

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Krish Grupta

Senior Vice President & CFO
CRH Canada

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Charanjit Singh

Director, Shared Services
CRH Canada

TRACK Five: Process Excellence Track

12:25 pm - 12:30 pm 5 Minute Changeover

TRACK Five: Process Excellence Track

12:30 pm - 1:00 pm INTERACTIVE PANEL SESSION

TRACK Six: SME Track

11:55 am - 12:25 pm RPA Projects: Getting Crawling to Walking in 6 Months
Holly Shankle - Director of Shared Services, Krispy Kreme
Shared services organizations are due to change more in the next six months due to automation than they have seen in years. According to SSON Analytics, 1/3 of SSOs are already implementing RPA with 44% testing or planning to implement soon. So, how can you prepare? This deep dive workshop will explore what processes and tasks are being automated quickly and effectively, and see what is changing.

Participants will take part in three learning segments designed to create a roadmap for automation projects at any level.

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Holly Shankle

Director of Shared Services
Krispy Kreme

TRACK Six: SME Track

12:25 pm - 12:30 pm 5 Minute Changeover
While hearing from Fortune 50 SVPs about their pioneering, automated GBS organizations is inspirational, sometimes it’s fair to say it might not be the most relatable for the smaller SSOs among you. In this panel session from SSO leaders with a smaller footprint, learn about how SSOs have developed clever strategies to effectively “Battle the Brands” and to win the War for Talent, once and for all!

Discover how they are incentivizing their teams, creating training and development opportunities, and proving that smaller company infrastructures can effectively foster top talent.

Panelists:

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Rachel Blajeski

North American Shared Service Organization Director
Avery Dennison

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Shawn Brown

Director of Shared Services
ETX Energy

TRACK Seven: The Future of Outsourcing

11:55 am - 12:25 pm The New BPO Value Proposition: Transparency, Tech Innovation, Strategic Support & Speed
Veer Ganesh - Vice President Business Delivery Services, Argo Group US
Over the past decade, technology shifts have stood the original BPO value proposition on its head. Today, customers want more than just lower cost resources or to offload tasks. Respondents to a recent SSON BPO Survey tell us that lack of innovation or technical leadership, lack of customer centricity and cultural disconnect are the key business challenges when it comes to outsourcing. During this panel, attendees will discuss the mismatched expectations between providers’ and customers’ while detailing ways to bridge this gap in the pursuit of greater innovation.

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Veer Ganesh

Vice President Business Delivery Services
Argo Group US

TRACK Seven: The Future of Outsourcing

12:25 pm - 12:30 pm 5 Minute Changeover

TRACK Seven: The Future of Outsourcing

12:30 pm - 1:00 pm INTERACTIVE PANEL DISCUSSION: Value-Based Models: Embracing Output-and-Outcome Based Contracts
Customers are seeing BPOs providing greater value in output based contracts through gain-sharing in technology wins and effective management of their people. For too long, buyers and providers have engaged in traditional sourcing models that are safe but ineffective and lacking innovation. However, all this is changing, as the need to link the benefits of outsourcing to the realization of business objectives is critical for the “nextgeneration” buyers. This session explores the keys to smart sourcing partnerships that are mutually beneficial to buyers and providers of outsourcing services.

TRACK Eight: HR Vision Track

11:55 am - 12:25 pm Bridging the Digital Skills Gap: Talent as the BPO Differentiator
As organizations continue to seek more strategic value from their outsourcing engagements, a critical skills gap has emerged. The kinds of skills organizations need internally from their own people to manage the outsourcing projects are distinctly different from those actually available or being developed for more normal operations management. This skills gap could leave the company unable to capture the sustainable business outcomes they are hoping to achieve. This session provides best practices around addressing the talent challenges in the era of digital transformation.

TRACK Eight: HR Vision Track

12:25 pm - 12:30 pm 5 Minute Changeover

TRACK Eight: HR Vision Track

12:30 pm - 1:00 pm INTERACTIVE PANEL DISCUSSION- Enhancing Recruitment & Onboarding With the Help of Intelligent Automation
Trisha De Mesa - Senior Director, HR Shared Services, Wilbur Ellis
Brandon Gradeless - Senior Continuous Improvement Analyst, Advent Health
Employees are demanding more than they ever were before, especially in a time where a growing chunk of the workforce is made up of Millennials. A big part of the employee experience begins at the onset of employee. In this session you will hear from a group of HR Shared Services professional about how they implemented intelligent automation tools such as RPA & Chatbots to speed up the recruitment process and standardize as well as enhance the onboarding process. Join this session to learn how companies this translated into boosted employee performance and value for the company.

Panelists:

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Trisha De Mesa

Senior Director, HR Shared Services
Wilbur Ellis

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Brandon Gradeless

Senior Continuous Improvement Analyst
Advent Health

1:00 pm - 1:30 pm End User Plenary – Process Mining

1:30 pm - 1:35 pm BradTalks Conference Wrap up

1:35 pm - 2:15 pm Lunch for Masterclass Attendees

Masterclasses Run
Additional Information on Deep-Dive Masterclasses

Deep-Dive Masterclasses

In today’s agile, customer-centric world, SSO leaders need to be able to exhibit skillsets beyond the traditional and transactional. The ability to respond quickly to fast- changing external factors, to create collaborative, innovative and cultures across global organizations is critical for a forward-looking Business Services professional.

In this session, discover how to create a team and a culture of business innovators, and how to create not only a culture of continuous improvement, but a company culture that thrives off of service excellence.

In this session, hear from two SSO leaders about how they are looking at the transformation of their internal capabilities as their wider industry transforms. Learn how they are ramping up their value-add capabilities, redefining their leadership, looking at elements such as crowdsourcing recruitment, and enhanced training and development to create the leaders of tomorrow.

In this session, participants will discuss the core competencies required in an everchanging SSO environment, and will leave the conference with solid takeaways about how to build a SSC team that excels, and how to develop your own leadership capabilities into the 2020s.

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Craig Tackett

Director, Finance Shared Services Center for the Americas
Roche Diagnostics Operations

MASTERCLASS B

2:20 pm - 4:20 pm DIGITAL DISRUPTION
Digital disruption is more than just RPA, it is about how technology can impact every aspect of your way of working. Despite all of the hype about RPA, if we are to treat it a tool to achieve the goal of creating an empowered, digital service, we must acknowledge that a wider digitalization strategy is needed as a central pillar for SSO transformation.

In this session, hear from Senior Executives from a Fortune 100 multinational organization, about how they are transforming their business and embracing digital.

Discover how this organization:
  • Is reinvigorating its service and moving up the value chain
  • Is positioning its digital strategy as a core pillar of its strategy and is overhauling payroll, embracing chatbots, and is working with key providers to deliver enhanced experience and value through technology
Walk away from this session with:
  • A clear understanding of the technology landscape and what “digital transformation” could mean for your business
  • Knowledge of how to identify key areas to transform
  • How to get maximum value from your partners, your internal stakeholders, and your employees through a large-scale transformation initiative.

MASTERCLASS C

2:20 pm - 4:20 pm GLOBAL BUSINESS SERVICES TRANSFORMATION – CREATING GLOBAL MINDSET SHIFTS
The GBS model is gaining momentum. In 2019 63% of our attendees were somewhere on their GBS journey, and only 22% had no plans to implement GBS in the future. But despite this, the numbers of organizations who confidently claim they have achieved GBS remains low.

In this workshop, learn how a mature GBS organization has employed strategies to:
  • Successfully transform to become a Global Service Organization
  • Manage its E2E processes on a global scale
  • Address the challenges associated with this transition, focusing on agility, CX, and talent development
  • Be seen as an integral part of their wider business
Tangible Takeaway: Leave with a much better idea of how to continue your GBS program at pace, whether you are just starting out, or transforming your existing organization!