Conference Day Two: Wednesday, March 25th 2020

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

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

img

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
img

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!

img

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 while 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
35 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
Ana Valdez Rodgers - Senior Director Shared Services, Syniverse
img

Ana Valdez Rodgers

Senior Director Shared Services
Syniverse

IDG 2

12:20 pm - 12:55 pm Creating a Culture of Continuous Improvement and Constant Value Add
Phyllis Gallay - VP, Global Shared Services Operations, BD
img

Phyllis Gallay

VP, Global Shared Services Operations
BD

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
Travis Hahler - Americas Change Management Lead, Google
img

Travis Hahler

Americas Change Management Lead
Google

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
Stephanie Sonnabend - Co-Founder & Chair, Women on Boards
img

Stephanie Sonnabend

Co-Founder & Chair
Women on Boards

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
img

Matt Manning

Finance Automation Controller
Intel

IDG 9

12:20 pm - 12:55 pm BPM & Seamless Workflows – Delivering Fluid Processes
Michael Fedele - Vice President & General Manager, Trade Service Center, Mitsui

Michael Fedele

Vice President & General Manager
Trade Service Center, Mitsui

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
Christof Fahr - VP and GM Business Services, Siemens
img

Christof Fahr

VP and GM Business Services
Siemens

IDG 13

12:20 pm - 12:55 pm Bot Education – Harmonizing your Bot, Your Processes, and Your Human
Anne Marie Lapczynski - Global Head of People Services, Bristol Myers Squibb
img

Anne Marie Lapczynski

Global Head of People Services
Bristol Myers Squibb

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
img

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

3:30 pm - 4:10 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
img

Nadiyah Gause

Business Solutions Innovation Lead
Johnson & Johnson

IDG 29

11:20 am - 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
Alan McNeil - Director, Global Business Services, AECOM
img

Alan McNeil

Director, Global Business Services
AECOM

IDG 31

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

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
Jim MacDougall - Global Director HR Services Transformation, Amazon
img

Jim MacDougall

Global Director HR Services Transformation
Amazon

IDG 36

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

12:55 pm - 1:55 pm Lunch

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.

img

Ted Banker

GBS Director - North America
Kimberly-Clark

img

Barbara Dondarski

VP, Service Excellence
Johnson & Johnson

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.

img

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 Using Cloud Applications to Achieve Real-Time Visibility with Shared Services
Travis Curl - Administrator and GL Manager, Hyatt
When the Hyatt Hotels Corporation eliminated spreadsheets from their corporate monthly reconciliation process, they had taken the first step in their modern finance journey. Hyatt also realized that their accounting consolidation department outsourced much of the month-end reconciliations to an offshore service provider, and the legacy on-premise systems they used to monitor progress were limited and slow. Something had to be done. Hyatt evaluated multiple reconciliation automation providers and chose a cloud solution that automates most manual components of reconciliation management. The platform they chose also enables real-time views into accounting tasks throughout the period and during the close.
Join this session to learn:·
  • Why cloud technology is a requirement for global visibility and process monitoring
  • What embedding systematic segregation of duties does for compliance
  • The next steps on Hyatt’s modern finance journey and how they plan to integrate the principles of Continuous Accounting


img

Travis Curl

Administrator and GL Manager
Hyatt

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:



img

Brian Martin

Vice President & US Site Lead, Global Financial Solutions
Pfizer

img

Michelle Baker-Crail

Vice President, Global Business Services
S&P Global

img

Manny Korakis

Senior Vice President, Chief Accounting Officer and Corporate Controller
IQVIA

Janice Dailey

Accounting Advisor
LKQ Corporation

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!
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
img

Aswin Krishnan

VP, Global Shared Services
Starbucks

img

Ken Hicks

Senior Director, Global Business Services
Ball Corporation

img

Peter York

Senior Director, Global Business Services
Juniper Networks Inc.

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:

img

Mark Frumento

Vice President Business Services
Day & Zimmermann

img

Ajinkya Kulkarni

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

img

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
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:

img

Phil Niccolls

Senior Vice President Strategic Planning and Shared Services
Tribune Publishing

img

Annette van Hal

Sr. Vice President Business Services
Randstad USA

img

Barry Lintereur

General Manager
3M Global Service Center, Costa Rica

TRACK Three: Future Functions

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

TRACK Four: Intelligent Automation

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

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

4:15 pm - 4:45 pm Establishing a Continuous Improvement CoE (Lean and Automation)
Establishing a Center of Excellence (CoE) has become a very hot topic these days. A CoE can provide significant value to an organization or become a severe bottle neck. During this session, attendees will learn how to: 

  • Set up a successful CoE that drives customer value improvements while engaging the organization
  • Define what is a transformation
  • Highlight the critical factors in the success of a transformation
  • Review lessons learned: How can a CoE enable a successful transformation

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 Five: Future of Business Services

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 Five: Future of Business Services

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 Five: Future of Business Services

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

TRACK Five: Future of Business Services

4:15 pm - 4:45 pm Establishing a Continuous Improvement CoE (Lean and Automation)
Establishing a Center of Excellence (CoE) has become a very hot topic these days. A CoE can provide significant value to an organization or become a severe bottle neck. During this session, attendees will learn how to: 

  • Set up a successful CoE that drives customer value improvements while engaging the organization
  • Define what is a transformation
  • Highlight the critical factors in the success of a transformation
  • Review lessons learned: How can a CoE enable a successful transformation

TRACK Five: Future of Business Services

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

TRACK Five: Future of Business Services

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
img

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
Yolanda Theeke - Global Business Services People Services Director, General Motors
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. 

During this panel attendees will learn how to:
  • Define design thinking and how it’s commonly used in SSOs
  • Hear about the processes improved and challenges solved as a result of design thinking
  • Assess the important KPIs and how to measure the success of a design thinking methodology
  • Hear how design thinking improves the employee experience
Panelist:

img

Kym Burke

Senior Director, Employee Service Center
Cox Automotive

img

Yolanda Theeke

Global Business Services People Services Director
General Motors

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
  • Gain real world examples of the measurable impact of outsourcing initiatives
  • Build trust to gain flexibility and innovation through outsourcing
img

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
During yesterday’s startup speed networking session, you had the chance to learn from so many innovative startups and rate their pitches. We selected the top 3 for a follow up pitch – shark tank style!

HOW IT WORKS:
The selected startups have 3 minutes to present in front of SSON’s Advisory Board Members and receive candid feedback. The session is open to all attendees who will have the opportunity to participate in a group Q&A.

Advisory Committee:

img

Tony Saldanha

President Transformant & Former VP GBS
P&G

img

Lee Coulter

Chair
IEEE Working Group Group on Standards in IPA

img

Michael Frankel

SVP, Financial Shared Services
XPO Logisitics

img

Shakti Jauhar

Global Digital Transformation Leader and a
Board Member

img

Deborah Kops

Managing Principal
Sourcing Change

TRACK Eight: StartUp Zone (Pavilion)

4:10 pm - 4:40 pm Panel: Startups & The Future of Work: How to Tackle the Disruption Impacting Work, Workforces and Workplaces
Alexis Callender - Sr. Director, HR Operations, Ascension
Laurence Collins - Managing Partner, Digiworkz
SSOs planning a Future of Work program are faced with a myriad of transformation options. To ensure long-term success for an enterprise transformation program and overall sustainability, leaders must understand the complexity of workforce transformation at every stage, from strategy development 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.

Panelists: 

img

Alexis Callender

Sr. Director, HR Operations
Ascension

img

Laurence Collins

Managing Partner
Digiworkz

TRACK Eight: StartUp Zone (Pavilion)

2:40 pm - 3:10 pm PANEL: How Must Startups “Show Up” to Work With Enterprises
During this panel, attendees will hear how startups must "show up" to work with enterprise and is that best managed directly, through strategic partners or both?

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

3:25 pm - 3:55 pm Client Led Case Study

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