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 Two: Wednesday, March 25th 2020

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

8:00 am - 9:00 am #SSOWomen Breakfast

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Heather King

Managing Director
Shared Services and Outsourcing Network Americas

9:00 am - 9:10 am BradTalks – Brad’s Tuesday Highlights

Brad DeMent - Chairman, Partner, ScottMadden
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Brad DeMent

Chairman, Partner
ScottMadden

9:10 am - 9:40 am Approaching the SSO Model Differently; It’s All about Capability

Shane Fitzsimons - Global Head of Shared Services, AIG
In this session, hear from Shane Fitzsimons, Global Head of Shared Services at AIG, and former SVP at GE, about his top tips for approaching the concept of Shared Services.

Discover the hidden costs (and the hidden opportunities) associated with SSOs, how to strategically link your organization to the end customer, and why exactly he refuses to do SLAs!

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Shane Fitzsimons

Global Head of Shared Services
AIG

9:40 am - 10:20 am INTERACTIVE PANEL SESSION: Transforming Outsourced Relationships

In the US, 46% of the SSO Industry operated on a hybrid or an Outsourced Model. And whilst automation has led to some organizations reshoring their operations, many are finding new ways to work more closely and cohesively with their BPO partners.

In this session, hear from several SSO and GBS leaders about how they are successfully nurturing the relationship with their partner organizations, and hear from Outsourcing leaders about how they are harnessing digitalization to transform their value proposition.

Hosted by


10:20 am - 11:20 am Networking Break & Demo Drive

11:20 am - 1:00 pm IDGs Run (30 mins)

40 Interactive Discussion Groups, 30 Minutes per session, pick your top 3!

INTERACTIVE DISCUSSION GROUPS
40 Interactive Discussion Groups, 30 Minutes per session, pick your top 3!

11:20 – 11:50 (first rotation) | 11:55 – 12:25 (second rotation) | 12:25 – 12:55 (third rotation)

PEOPLE, CULTURE & CHANGE MANAGEMENT FOCUS

IDG 1

12:20 pm - 12:55 pm Troubleshooting your Transformation Execution Challenges - Drive Through Your Change Management Agenda

IDG 2

12:20 pm - 12:55 pm Creating a Culture of Continuous Improvement and Constant Value Add

IDG 3

12:20 pm - 12:55 pm Digital Talent – Keeping up with the Pace of Digital Workplace Trends

IDG 4

12:20 pm - 12:55 pm Change Management 101

IDG 5

12:20 pm - 12:55 pm D&I within Business Services – Tips and Tricks to Champion a Diversity of Leaders

IDG 6

12:20 pm - 12:55 pm Maintaining Company Culture through Periods of Rapid Growth

IDG 7

12:20 pm - 12:55 pm Small is Beautiful – Battling the Brands

DIGITAL TOOLKIT FOCUS

IDG 8

12:20 pm - 12:55 pm Addressing the Digital Landscape – RPA is One Piece of the Puzzle, What are the Others?
Matt Manning - Finance Automation Controller, Intel
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Matt Manning

Finance Automation Controller
Intel

IDG 9

12:20 pm - 12:55 pm BPM & Seamless Workflows – Delivering Fluid Processes

IDG 10

12:20 pm - 12:55 pm To Eliminate, Automate, or Roboticize? How to Know what Form of Digital Will Enhance Your Operations?

IDG 11

12:20 pm - 12:55 pm Artificial Intelligence in Shared Services – How will you know when you’re ready?

IDG 12

12:20 pm - 12:55 pm Setting up Your RPA CoE Without the Headaches

IDG 13

12:20 pm - 12:55 pm Bot Education – Harmonizing your Bot, Your Processes, and Your Human

IDG 14

12:20 pm - 12:55 pm Embracing Tech for your SME SSO

IDG 15

12:20 pm - 12:55 pm BFSI Innovation & Knowledge Sharing

IDG 16

12:20 pm - 12:55 pm Manufacturing Innovation & Knowledge Sharing

IDG 17

12:20 pm - 12:55 pm Life Sciences & Healthcare Innovation & Knowledge Sharing

GLOBAL FOCUS

IDG 18

12:20 pm - 12:55 pm Developing your GBS at Pace
Tracey Thomas Koch - Sr. Director Shared Services, Tribune Publishing Company
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Tracey Thomas Koch

Sr. Director Shared Services
Tribune Publishing Company

IDG 19

12:20 pm - 12:55 pm Global Process Ownership – Driving Global Process Design

IDG 20

12:20 pm - 12:55 pm The Changing Face of Outsourcing

IDG 21

12:20 pm - 12:55 pm Branding Your GBS Organization to Attract World-Class Talent

IDG 22

12:20 pm - 12:55 pm Identify and Discuss Issues Specific to Latam SSOs

IDG 23

12:20 pm - 12:55 pm Startups & The Future of Work: How to Tackle the Disruption Impacting Work, Workforces and Workplaces

CUSTOMER FOCUS

IDG 24

12:20 pm - 12:55 pm Creating Customer Centric Service – Should you be Delighting or Managing Your Customer?

IDG 25

12:20 pm - 12:55 pm Pricing Strategies – Negotiating with your Customer

IDG 26

12:20 pm - 12:55 pm Analytics Market Evolution – Enabling You to be a Better Business Partner!

IDG 27

12:20 pm - 12:55 pm Earning your Seat at the Strategy Table

IDG 28

12:20 pm - 12:55 pm Harnessing Design Thinking, Agile, and Lean Start Up Principles for SSO Innovation
Nadiyah Gause - Business Solutions Innovation Lead, Johnson & Johnson
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Nadiyah Gause

Business Solutions Innovation Lead
Johnson & Johnson

IDG 29

12:20 pm - 12:55 pm Setting a Strategy for Key Performance Management

FINANCE EXCELLENCE

IDG 30

12:20 pm - 12:55 pm Achieve Procure-to- Pay Excellence

IDG 31

12:20 pm - 12:55 pm Achieve Order-to- Cash Excellence
John DeLaurentis - Vice President, Shared Services, ASRC Federal
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John DeLaurentis

Vice President, Shared Services
ASRC Federal

IDG 32

12:20 pm - 12:55 pm Achieve Record-to- Report Excellence

IDG 33

12:20 pm - 12:55 pm Exploring Blockchain and the Future of Finance Processes

HR FOCUS

IDG 34

12:20 pm - 12:55 pm Augmenting your Human Resources Service – Have Your Bots and Your People Working as One!

IDG 35

12:20 pm - 12:55 pm Rolling out Chatbots in the Future of People Services

IDG 36

12:20 pm - 12:55 pm Achieve Hire-to- Retire Process Excellence

12:55 pm - 1:55 pm Lunch

1:55 pm - 2:20 pm The Results Are in! Meet the Most Admired SSOs in the World

Are you maximizing your shared services organizations metrics? Shared services have always been focused on monitoring KPIs and keeping close tabs on industry benchmarks and “bestin- class”. However, practical application of all those numbers is different, and it can be a challenge to know if you are even evaluating the right numbers. This panel will explore practitioner insights from SSON’s 2019 “Most Admired SSOs” to derive what real business benefits can be driven from crunching the aggregated data of their peer set and beyond, key early journey compass-setting, how to normalize data collection as you mature, and using roadmap forecasting to establish a baseline for simulating future data for comparison.

2:20 pm - 2:50 pm “Service” Organizations are History: Creating Partnership Powered Operations

Sumit Mitra - CEO Business Services, Tesco
The problem with our current models, with the terms “SSO” and “GBS” is that, by using the term service they both reinforce the idea of “us and them”, and of service provider vs. client. Shouldn’t we all be playing on the same team?

In this session, hear how a pioneering organization has transcended the concept of customer service, instead creating integrated and valued business partnerships within its organization. Discover how it has broken down internal silos, the challenges to true partnership and top tips for being recognized as an integral part of its business.

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Sumit Mitra

CEO Business Services
Tesco

2:50 pm - 3:30 pm Afternoon Break

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

TRACK SESSION OVERVIEW
3:30 – 5:20 Tracks Run
3:30-3:40 Networking
3:40– 4:10 Session 1 (S1)
4:10 - 4:15 5 min changeover
4:15 – 4:45 Session 2 (S2)
4:45 – 4:50 5 min changeover
4:50 – 5:20 White Space

TRACK One: Finance & Accounting

3:30 pm - 3:40 pm 5 NEW FRIENDS IN 10 MINUTES – Introducing SSOW’s Speed Networking!
Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new!

TRACK One: Finance & Accounting

3:40 pm - 4:10 pm Introducing…Finance Innovators for the ‘20s
All Finance leaders will know that creativity isn’t a trait typically associated with accounting (and in fact, creative accounting can have rather negative connotations!) However, within an SSO Finance environment, innovation is essential.

In this session, hear how one organization has transformed its offering, creating an organization where creativity and innovation is at the heart of the operation.

In this session:
  • From accountant to change agent - training to ensure your team keeps up with your wider organization’s pace of change
  • Getting out from behind the spreadsheets - how Business Partnering is your key future skill
  • Enabling tech - how RPA and process automation is being harnessed to leverage consultative advice back to the business

TRACK One: Finance & Accounting

4:10 pm - 4:15 pm 5 Minute Changeover
With standard E2E processes, long established centers and clear ROI, finance SSOs have been the logical first step for Automation rollouts. However in 2020, Finance leaders will know that RPA is just one part of the puzzle. In this session, hear how Finance leaders who are embracing disruptive tech to deliver millions in savings and in value. Learn how they are championing “digital finance”, what that means for their wider team structure, and how they are developing their talent to keep pace with the rapid transformation of the industry.

Discover:
  • What the 2020 digital landscape looks like, and how to find the right partners for you
  • How others have approached automation - where were the easiest wins?
  • The role of AI, analytics and Blockchain on the future of Finance
Panelists:

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Brian Martin

Vice President & US Site Lead, Global Financial Solutions
Pfizer

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Michelle Baker-Crail

Vice President, Global Business Services
S&P Global

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Manny Korakis

Senior Vice President, Chief Accounting Officer and Corporate Controller
IQVIA

TRACK One: Finance & Accounting

4:45 pm - 5:20 pm #SSOWhitespace

TRACK Two: Multifunctional Leadership (Pavilion)

3:30 pm - 3:40 pm 5 NEW FRIENDS IN 10 MINUTES – Introducing SSOW’s Speed Networking!
Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new!

TRACK Two: Multifunctional Leadership (Pavilion)

3:40 pm - 4:10 pm Transformation Talks: From Silo, Single Process, to Multifunction & GBS
Aswin Krishnan - VP, Global Shared Services, Starbucks
Much has been written about the positives associated with GBS, and in 2020, the trend shows no sign of slowing down! However, many organizations embarking on a GBS program fail to get out of the starting blocks or to reach the nirvana of “true GBS”. In this session, hear from GBS leaders who are on the journey, and hear them discuss their top challenges and successes.

Learn:
  • When a one size fits all approach works, and when it doesn’t
  • Developing Global Process Ownership - when to converge and when to diverge
  • Maintaining strong relationships with your business units when in a separate business
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Aswin Krishnan

VP, Global Shared Services
Starbucks

TRACK Two: Multifunctional Leadership (Pavilion)

4:10 pm - 4:15 pm 5 Minute Changeover
As we reach the tipping point where digitalized SSOs become the norm, the relationship with one key stakeholder needs to be addressed. Maintaining a good relationship with your CIO and his or her team will be a determining factor when it comes to the successful rollout of new tech programs within your SSO.

In this session, hear from both IT and SSO leaders about how they have successfully partnered to deliver successful technological roll-outs.

Learn:
  • How to manage tech risk within your SSO
  • Create organization-wide standards for RPA and AI
  • Communicating with the techies - top tips to make your transition as pain-free as possible
Panelist:

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Mark Frumento

Vice President Business Services
Day & Zimmermann

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Ajinkya Kulkarni

Senior Director, Data Science, DNA - Data & Analytics
RBC

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My Aydin

Sr Director, Corporate Solutions
A+E Networks

TRACK Two: Multifunctional Leadership (Pavilion)

4:45 pm - 5:20 pm #SSOWhitespace

TRACK Three: Future Functions

3:30 pm - 3:40 pm 5 NEW FRIENDS IN 10 MINUTES – Introducing SSOW’s Speed Networking!
Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new!

TRACK Three: Future Functions

3:40 pm - 4:10 pm Pick Your Function – Future Service Roundtables
This is your opportunity to hear from those who are pioneering new activities within business services. Join one of our 30 minute roundtables, and walk away with a clear strategy to develop these functions into your SSO and integrate new areas into your business.

Choose from:
  • Marketing
  • Procurement
  • Real Estate / Facilities Management
  • Legal
  • Supply Chain
  • Procurement

TRACK Three: Future Functions

4:10 pm - 4:15 pm 5 Minute Changeover

TRACK Three: Future Functions

4:15 pm - 4:45 pm Developing a Multi-Functional Service Catalogue – And the Talent to Do So!
Phil Niccolls - Senior Vice President Strategic Planning and Shared Services, Tribune Publishing
Annette van Hall - Sr. Vice President Business Services, Randstad USA
In this session, hear from an SSO Leader about how they have successfully added “non traditional” functions to their SSO. Discover how these functions were identified initially, and how they implemented a talent strategy to attract “non-core” skills into their center.

Panelists:

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Phil Niccolls

Senior Vice President Strategic Planning and Shared Services
Tribune Publishing

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Annette van Hall

Sr. Vice President Business Services
Randstad USA

TRACK Three: Future Functions

4:45 pm - 5:20 pm #SSOWhitespace
TRACK CHAIR: AVI BHAGTANI, DIRECTOR, PRODUCT MARKETING, AUTOMATION ANYWHERE

TRACK Four: Intelligent Automation

3:30 pm - 3:40 pm 5 NEW FRIENDS IN 10 MINUTES – Introducing SSOW’s Speed Networking!
Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new!

TRACK Four: Intelligent Automation

3:40 pm - 4:10 pm Easier, Faster, Better – Scaling Intelligence in the Cloud
The adoption of artificial intelligence has always been limited by silos that exist between data experts and business users. See how artificial intelligence, deployed in the cloud, can break those barriers and accelerate business transformation.

Learn:
  • How business users and developers adopt AI
  • Lessons in scalability - Challenges, Set-backs, and Successes
  • What’s next? The plan for the next decade

TRACK Four: Intelligent Automation

4:10 pm - 4:15 pm 5 Minute Changeover

TRACK Four: Intelligent Automation

4:15 pm - 4:45 pm INDUSTRYTALKS: Breaking the Barrier of Industry Adoption for Intelligent Automation
Can you process you insurance claim in less than 24 hours? Can you detect anomalies in your invoice processing before they happen? How can you prevent money laundering?

Discover:
  • How to apply AI to industry problems
  • The human effect - challenges with bots and humans working together

TRACK Four: Intelligent Automation

4:45 pm - 4:50 pm 5 Minute Changeover

TRACK Four: Intelligent Automation

4:50 pm - 5:20 pm #SSOWhite Space
Take a breath, talk to your neighbors, ideate around the subject of: Accelerating Your Cognitive Bot Adoption

TRACK Six: HR Vision Track

3:30 pm - 3:40 pm 5 NEW FRIENDS IN 10 MINUTES – Introducing SSOW’s Speed Networking!
Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new!

TRACK Six: HR Vision Track

3:40 pm - 4:10 pm Global Talent Acquisition - Hiring Challenges and Opportunities in a Global Shared Services Ecosystem
Shahbaz Ali - Senior Director, Global Talent Acquisition Technology Programs Leader, Amazon
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Shahbaz Ali

Senior Director, Global Talent Acquisition Technology Programs Leader
Amazon

TRACK Six: HR Vision Track

4:10 pm - 4:15 pm 5 Minute Changeover

TRACK Six: HR Vision Track

4:15 pm - 4:45 pm INTERACTIVE PANEL DISCUSSION: How Can Design Thinking Improve the Employee Experience Within a Shared Services Model?
Kym Burke - Senior Director, Employee Service Center, Cox Automotive
Design Thinking will change HR at its core. As more and more employees are expecting a better experience, it will be up to companies to embrace the methodology. Join this session to learn how a group of HR Professionals from fortune 500 companies embraced design thinking and is now seeing xx results not only within HR Shared Services but throughout the company.

Learn:
  • About important KPI’s and how to measure the success of a design thinking methodology
  • How improving the employee experience through design thinking benefits the business
  • How to justify the initial investment in design thinking
Panelist:

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Kym Burke

Senior Director, Employee Service Center
Cox Automotive

TRACK Six: HR Vision Track

4:45 pm - 5:20 pm #SSOWhitespace

TRACK Seven: The Future of Outsourcing

3:30 pm - 3:40 pm 5 NEW FRIENDS IN 10 MINUTES – Introducing SSOW’s Speed Networking!
Time to mix it up! You may have come with a colleague, a friend, or even a contact you made at SSOW last year, but now it’s time to meet someone new!

TRACK Seven: The Future of Outsourcing

3:40 pm - 4:10 pm The Soft Side of Outsourcing: How Do We Understand Each Other?
Siegfried Richter - Head of TPA Service Delivery Framework & Oversight, Transamerica
Effective communication and collaboration between your global teams and outsourcer provider is more important than ever. Do you know the costs of non-alignment in terms of time, money, quality, and reputation and employee satisfaction? During this session, attendees will learn how to improve local communication and workstyles across different regions to improve quality levels, productivity and culture. We will show through real-world examples that leaders’ abilities in the areas have a measurable impact on outsourcing effectiveness.

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Siegfried Richter

Head of TPA Service Delivery Framework & Oversight
Transamerica

TRACK Seven: The Future of Outsourcing

4:10 pm - 4:15 pm 5 Minute Changeover

TRACK Seven: The Future of Outsourcing

4:15 pm - 4:45 pm Augmenting Intelligence: Reimagining Business Processes through Analytics to Achieve the Ideal Operating Model of the Future
Businesses realize that big data is going to be a key part of staying competitive in today’s new digital frontier. The impact of efficiently uncovering data-driven insights can’t be overstated. And despite the right collection methods, tools, policies and expectations, finding the rights analytics professional is a struggle. Advancements in AI are making it possible for organizations to augment human research efforts and gain better knowledge of the volume of information available. During this session, attendees will learn how outsourcing your AI givens you access to global talent pools, increased efficiency and cost reduction.

TRACK Seven: The Future of Outsourcing

4:45 pm - 5:20 pm #SSOWhitespace

TRACK Eight: StartUp Zone (Pavilion)

9:45 am - 10:15 am The Pitch Competition
SSON’s startup competition puts six startups in front of The Startup Advisory Board for a 2 minute pitch. The Advisory Board will ask hard questions and provide actionable feedback for founders to improve their products and ideas.

TRACK Eight: StartUp Zone (Pavilion)

11:20 am - 12:55 pm INTERACTIVE DISCUSSION GROUP: Startups & The Future of Work: How to Tackle the Disruption Impacting Work, Workforces and Workplaces
Alexis Callender - Sr. Director, HR Operations, Ascension
SSOs planning a Future of Work program are faced with a myriad of transformation options. To ensure long term success for an Enterprise’s transformation program and overall sustainability, leaders must understand the complexity of workforce transformation at every stage, from strategy development and incubator performance through to innovation adoption management. Join us for an engaging discussion as we explore the Future of Work Market & Disruptors and discuss specific challenges and opportunities for SSOs embarking on workforce and workplace transformation journeys.

Facilitator:

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Alexis Callender

Sr. Director, HR Operations
Ascension

TRACK Eight: StartUp Zone (Pavilion)

1:55 pm - 2:20 pm The Startup Zone Open Mic Q&A
Are you a co-founder looking for enterprise feedback to help your startup make progress? Are you an enterprise with a question on the up and coming technologies to enhance a specific process? During this session, 5 participants will have 60 seconds each to ask 1 question. Following the open mic session, a facilitated group discussion will provide answers, solutions or just really good advice to steer you in the right direction.

TRACK Eight: StartUp Zone (Pavilion)

3:30 pm - 4:00 pm Disrupt with Digitization: How Emerging Tech is Powering the Future of Customer-Driven Shared Services
There’s a renewed focus in shared services on how work gets done. Freshly minted technologies are fundamentally reshaping the experience shared services delivers to the workforce. Join this lively discussion for expert advice on how shared services is taking a more active role in driving the digital employee experience.

TRACK Eight: StartUp Zone (Pavilion)

4:15 pm - 6:00 pm VC Office Hours
Startups sign up to meet with a professional investor one-onone and get direct feedback on your idea and your pitch.

5:20 pm - 5:25 pm 5 Minute Transition to General Session Room

5:25 pm - 5:55 pm The Evolution Story: Leveraging Intelligent Automation to Optimize End-to-End Processes

The last step in the RPA evolution story is establishing and implementing an enterprise-wide RPA operating model that is in line with your digital strategy. A strong model lays the groundwork for future advances in automation by creating a strong foundation that includes critical elements like governance, standard processes and effective communication. This plenary session will examine how one organization has moved from to piloting and evaluating the process scope and activities, to establishing and scaling an RPA program, and to full-enterprise wide adoption.

Hosted by


6:00 pm - 6:00 pm SSOW Party!