March 23 - 26, 2020
Rosen Shingle Creek, Orlando, FL

Day Three: Thursday, March 14th, 2019

7:30 am - 8:00 am Coffee & Registration

8:00 am - 8:05 am SSON Opening Remarks

8:05 am - 8:15 am Chairman’s Opening – Day Three

Brad DeMent, Partner at ScottMadden

Brad DeMent


8:15 am - 9:00 am Keynote: Think Like an Explorer: Doing What Has Never Been Done Before

One of last great mountaineering challenges was the Mazeno Ridge of Nanga Parbat. Over three decades international climbing teams had tried 10 times over and all failed. When Cathy O'Dowd's team set out to concur this mountain, many thought that the team wouldn't be any different, but it turns out they were. They were able to adapt when their plan came up against complicated unexpected reality. This keynote will explore the challenges of trying to do what has never been done before, examine the pitfalls of operating in an unpredictable and high-risk environment, identify the key challenges of building high performing teams amid a stressful project, actively engage the audience in expedition decision making processes, and help the audience concur their own challenges.
Cathy O’Dowd, 1st woman to climb Mt Everest from both sides at And author of Just For The Love Of It.

Cathy O’Dowd

1st woman to climb Mt Everest from both sides
And author of Just For The Love Of It.

9:00 am - 9:30 am Transforming McDonald's Global Business Services from the Inside Out

The journey of McDonald's Global Business Services organization began over 2 decades ago. Since that time our organization has grown and evolved to become a global, multi-functional organization built on world-class practices. While we are proud of our achievements, we know we have to stretch beyond what we are today to stay relevant to McDonald's. We are prioritizing the things that matter most and finding innovative solutions that make a big impact. We are transforming the organization from the inside out.
Debbie Ballard, VP, Global Business Services at McDonald's

Debbie Ballard

VP, Global Business Services

How do enterprises in varying states of automation maturity evaluating, leveraging, and rolling out solutions effectively? How do they deliver and govern Robotic Process Automation (RPA) thoughtfully and to support AI delivery?
This session will be demystifying RPA and hearing lessons learned from industry leaders as they take you through their automation
journeys. These leaders will provide strategy and insight on how RPA –when combined with other intelligent automation solutions – reshape the way their businesses work.
John Standring, SVP & GM Global Servicing Operations at American Express

John Standring

SVP & GM Global Servicing Operations
American Express

Bill Hemmerly, RPA Lead at Darden Restaurants

Bill Hemmerly

RPA Lead
Darden Restaurants

Matt Parsons, Enterprise RPA Practice Director at Blue Prism

Matt Parsons

Enterprise RPA Practice Director
Blue Prism

10:00 am - 10:30 am Five Ways Process Mining Can Help Streamline Your Business, Increase Transparency & Empower Faster Operations

In order to succeed in today's digital age, it's imperative for SS leaders to understand the massive amounts of data available to them through automation and analytics. This case study will demonstrate how Process Mining drives efficient, effective and compliant transactions.
Robert Bradford, SVP, GBS at Akzonobel

Robert Bradford


10:30 am - 11:00 am Fireside Chat: Building a Digital Global Finance Operation to Support Evolving Business Needs

The scale and global presence of Microsoft requires it to develop scalable support functions that partner with the business to enable this transformation. In this session we will discuss with Microsoft’s General Manager of Global Finance Operations, Grace Lao, on how the finance function is using disruptive technology enablers to drive both efficiency and effectiveness into the global finance operations.
Grace Lao, General Manager, Global Finance Operations at Microsoft

Grace Lao

General Manager, Global Finance Operations

Deep Ghumman, Principal, Advisory Services at EY

Deep Ghumman

Principal, Advisory Services

11:00 am - 12:00 pm Demo Drive Raffle Prizes Announcement Break and Morning Coffee / Networking

Concurrent Track Sessions


12:00 pm - 12:40 pm How HP Achieved Best in Class Reconciliations through Digital Transformation
This session will look at how one business has gained efficiency, improved visibility and reduced risk by aligning all three of these components through the automation of their Record to Report process. Discover the impact that a financial transformation has had on their key decisionmaking and how they continue to leverage technology to drive strategic value across their organization. In this session, participants will:
  • Identify financial transformation objectives
  • Discuss the journey to a best-in-class finance organization
  • Discuss how to leverage automation to drive continuous value
Jackie Peters, General Accounting Design, Process & Systems Manager at HP

Jackie Peters

General Accounting Design, Process & Systems Manager

Highlight the leading economic and political issues affecting the SS&O industry in Latin America
  • Explore the current level of maturity of the Latin America market and examine how -and if - the economic instability is impacting upon operations in the region
  • Hear how SS leaders in the LATAM region can effectively enable trust in organizations
Juan Araya, Senior Lead, CoE, LatAm at Uber

Juan Araya

Senior Lead, CoE, LatAm

Kirk Laughlin, Managing Director at Customer Experience Report/Nearshore Americas

Kirk Laughlin

Managing Director
Customer Experience Report/Nearshore Americas

Camila Murakawa, Director of Shared Services at Anheuser-Busch

Camila Murakawa

Director of Shared Services

Matias Olmedo, Shared Services and Corporate Accounting Global Director at Altisource

Matias Olmedo

Shared Services and Corporate Accounting Global Director


12:00 pm - 12:40 pm Agile HR: Utilizing Case & Knowledge Management to Deliver Next-Generation HR Shared Services
Utilizing new human resource technologies to give your employees best-in-class services quickly and conveniently is a focus of many a HR shared services stakeholder. In this session, participants will:
  • Evaluate the benefits of new technologies and downfall of these new technologies
  • Explore how to manage the digital workplace with HR Case & Knowledge Management software
  • Examine the benefits of including enhanced HR efficiency, knowledge capture and improved ser-vices in a SSO strategy
Fraser Kirk, VP, Global HR Shared Services Programme at Brambles

Fraser Kirk

VP, Global HR Shared Services Programme

In a widely publicized initiative few years ago, eBay embarked on a journey to bring more women into its top ranks. Senior executives at the firm discovered the investment yielded substantial bottomline and cultural benefits. Despite these findings there are still far too few women gaining entry into the C-suite. It appears a contributing factor to this reality is that women are not receiving enough opportunities to gain the key work experiences viewed as necessary to gain entry into the C-suite. In this session, participants will:
  • Examine how companies are identifying and empowering high powered women
  • Outline the contributions and cultural benefits of promoting talented women
  • Evaluate how to embark on a continuous plan to close the gender gap
Cindy Gallagher, CEO at LibertySource

Cindy Gallagher


Marcia Moran, VP, Global Finance Shared Services at Mylan

Marcia Moran

VP, Global Finance Shared Services

Cindy Pekrul, SVP and Deputy Controller at Turner Broadcasting, Inc.

Cindy Pekrul

SVP and Deputy Controller
Turner Broadcasting, Inc.

Lori Bondar, VP & Chief Accounting Officer at Avery Dennison

Lori Bondar

VP & Chief Accounting Officer
Avery Dennison

Vicki Phelan, Managing Director, Shared Services and Outsourcing Advisory at KPMG

Vicki Phelan

Managing Director, Shared Services and Outsourcing Advisory

Shivani Bhatia, Senior Director, Business Systems Transformation at McGraw-Hill Education

Shivani Bhatia

Senior Director, Business Systems Transformation
McGraw-Hill Education

Analytics in Shared Services

12:00 pm - 12:40 pm FIRESIDE CHAT: Delivering a Next-Generation Employee Experience through a Global Shared Services Model
The world of work is rapidly changing and as a result becoming increasingly more complex and frustrating for employees to navigate. To attract, engage, and retain top talent, HR needs to rethink their priorities for the modern workforce and start focusing on how they can deliver digital-first workflows across people and functions to make it easy for employees to
get the services they need.
In this session, participants will:
• Learn how General Mills is transforming the future of work for its 40,000
global employees through a new modern shared services model
• Discover why it’s critical to think about next-gen employee experiences
that extend beyond HR and into IT and other departments
• Examine the enterprise-wide productivity benefits of delivering a great
employee experience.
Kristin Deegan, VP, HR Shared Services and Technology at Cox Automotive Inc.

Kristin Deegan

VP, HR Shared Services and Technology
Cox Automotive Inc.

Kelvin Lovely, Senior HR Advisory Solution Consultant at ServiceNow

Kelvin Lovely

Senior HR Advisory Solution Consultant


12:45 pm - 1:25 pm Rotate 90 Degrees: Change Your Point of View from Vertical Functions to Horizontal Processes in Order to Define, Design, and Deliver End-to-End Processes
Many of us have been exposed to the Lean Six Sigma idea of of the core principles for operational excellence. Hand-offs between people or departments are the enemy of flow and greatly contribute to inefficient and ineffective processes. But even in our global, cross-functional, processoriented world, functional hierarchies continue to dominate organizations. While most project teams are cross-functional, few operations team are. Shared Services is the perfect opportunity to rotate your organization to create & sustain end-to-end processes.
  • See how a process view changes everything
  • Learn from practical examples that most companies experience
  • Develop a vision for creating sustained success with your end-to-end processes
John Sparks, Senior Director, Shared Services Operations at World Vision

John Sparks

Senior Director, Shared Services Operations
World Vision


12:45 pm - 1:25 pm How to Think Like a Start Up & Use Alliances & Partnership to Scale Like an Enterprise
A successful HR pilot could result in full company implementation, happier customers, and cost savings. The failure of a pilot could mean wasted money and time. In this session, participants will:
  • Explore how to measure shared services readiness to pilot and what tools are most effective
  • Identify major points of failure that can take place when launching HR shared services
  • Measure the success of technology implementation
  • Outline how your organization can win with strategic alliance partnerships
Christian Yllescas, Business Service Head for the Americas at LEDVANCE

Christian Yllescas

Business Service Head for the Americas


12:45 pm - 1:25 pm Harnessing Digital Innovation & Enablement in HR
This session will present a successful journey ignited by HR to build the optimal employee experience.
  • Learn where and how to start a digital transformation journey, bringing together a SMAC stack to transform the employee experience
  • Hear how to effectively apply the principles of change management for internal buy-in
  • Learn how to leverage the voice of the employee
  • Align the transformation with the company's mission and values
Girish Ganesan, Head of Talent at TD Bank America's Most Convenient Bank

Girish Ganesan

Head of Talent
TD Bank America's Most Convenient Bank


12:45 pm - 1:25 pm The Path Less Traveled: How One F500 Shared Services VP Achieved Success Unconventionally
  • Highlight one of your biggest mistakes. What could you have done differently?
  • Describe your career path, how did you get where you are, and what continuing education opportunities are you personally taking advantage of?
  • What's your advice for impressing the CFO/CEO? Any advice on how to improve the chances of getting a raise and promotion?
  • Talk about the worst job you've had. How did you endure?
  • Who has made it possible to access the technology you need to be successful?
  • Discuss the emerging skill sets for tomorrow's Female Shared Services Leaders
Kay Flynn, VP, Enterprise Capabilities at Eli Lilly

Kay Flynn

VP, Enterprise Capabilities
Eli Lilly

1:30 pm - 2:00 pm Wake Up, GBS...Your World is Changing

Deborah Kops will end the conference by daring the audience to rethink
their GBS and shared services strategy in light of a number of key trends,
purporting that what works today will likely take today’s models down
the path to oblivion. But ever opinionated, she’s got five fixes in her back
pocket. Come away challenged and energized to lead your organization
into the digital world.
Deborah Kops, Founder at Sourcing Change

Deborah Kops

Sourcing Change

2:00 pm - 2:05 pm Chairman’s Close of Conference

2:05 pm - 2:05 pm Closing Lunch