September 23 - 26, 2019 | Scottsdale, Arizona

Main Conference Day 2 | Wednesday, September 25, 2019

Start of Main Conference Day Two

7:30 am - 8:45 am Registration and Morning Coffee in Expo Hall

8:45 am - 8:55 am Key Industry Highlights from SSON's 2019 State of the Industry Survey

Get an up-close-and-personal view of the seismic changes impacting Shared Services today: COE proliferation; aggressive productivity targets; fewer resources; more results. Join SSON’s Global Editor for a summary of what’s happening in your back yard.

Barbara Hodge

Global Online & Digital Content Editor

8:55 am - 9:05 am Opening Remarks from the Chairman

Brad DeMent, Partner at ScottMadden, Inc.

Brad DeMent

ScottMadden, Inc.

9:05 am - 9:35 am Your Competitive Edge: Embracing “Customer Experience” Strategy for Shared Services

Imagine a world where you were able to square the circle between customer service, colleague engagement and keeping your shareholders happy with re-engineering? Self service, efficiency and speed. This session will talk about how we use a suite of different technology capabilities with
process redesign to create outstanding customer service, efficiency, capacity and enhanced control.

• Hear how American Express developed a next generation customer journey that is driven by quick and convenient experiences regardless of the channel of choice
• Learn how to develop a customer friction point analysis
• Hear how the integration of Chat Bot technology, Intelligent Automation and interface with enterprise procurement improves customer experience and efficiency
John Standring, SVP & GM Global Servicing Operations at American Express

John Standring

SVP & GM Global Servicing Operations
American Express

Step 1
Participants will apply design thinking methodology to identify real life shared services problems

Step 2
Participants will be divided into functional areas: F&A, HR, Procurement & GBS.

Step 3
Participants will be given real life, specific problems to solve.

Step 4
Led by expert facilitators, participants will be given forty minutes to hack the challenge and develop a roadmap for improvement

Step 5
A participant from each team will share the strategies they employed, to find a solution. This could include using timelines, process improvements, technology, et cetera.

By taking part in this challenge, participants will gain a better understanding of how to use design thinking to hack their own organizational challenges and create innovative new solutions.

Scott Furlong, Partner, Head of Business Advisory Services at ISG

Scott Furlong

Partner, Head of Business Advisory Services

John Hudacheck

Executive Director, Procure to Pay
Laureate Education, Inc.

BriAnn Skowron

Controller – LATAM
Laureate Education, Inc.

Mike Mead, CIO at CNO Financial Group, Inc

Mike Mead

CNO Financial Group, Inc

Mitch Spivey, Former VP of HR, Payroll and Time Operations at BP

Mitch Spivey

Former VP of HR, Payroll and Time Operations

Jodi Ross

Sr Manager Shared Services and Payroll
Columbia Sportswear

10:35 am - 11:15 am Morning Networking Break and Demo Drive in the Exhibit Hall

Interactive Discussion Groups


11:15 am - 12:15 pm Designing Customer Centric Processes
With customer centricity being on the rise:
• What processes are changing to allow for more customer centricity?
• How are you investing in customer centric processes?
• What are the results you are seeing from your work?
• What doesn’t work?


11:15 am - 12:15 pm Reskilling and Up-Skilling Customers: Is Your Talent Ready for Digital?
With new skills needed every day:
• What technologies are you using to help your customers learn and change with the times?
• What trends are you seeing in the skills that are needed today
• How are you maintaining GRPR while scaling up the skills of your workforce?


11:15 am - 12:15 pm Robotic Process Automation in HR
With more and more processes being automated in HR:
• How are you adhering to compliance rules and regulations?
• What are you automating now?
• What do you hope to automate in the next 3, 6, 12 or 18 months?
• What are the best practices you’ve learned along your journey?
• How are you using chatbots to help along the way?


11:15 am - 12:15 pm Developing a Center of Expertise for Sustainable Enterprise-wide RPA
With movement from task specific to enterprise
wide automation:
• How can you expedite enterprise wide automation?
• What are some of the first tasks to be executed on enterprise wide?
• How are you maintaining enterprise wide automation over time?


11:15 am - 12:15 pm The Evolution of Global End-to-End Processes
With the finance function seeing unparalleled changes:
• How has order-to-cash evolved?
• How are you looking at the future of procure-topay?
• How has technology hurt or helped your SSO?
• How is your organization maintaining security when executing on processing in F&A?
With data related decisions being an essential element of shared services stakeholders:
• How are you using data within your HR, F&A and other functions?
• How are you finding the talent and technology to help build out your master data management
• How is your data being governed?


11:15 am - 12:15 pm Master Data Management

12:15 pm - 1:15 pm Networking Lunch and Expo Hall

Concurrent Tracks - Pressures of Today’s Modern Shared Services Organization

Track A: Talent Management

1:15 pm - 1:45 pm Creating Governance Structures that Don’t Flounder – No Matter The Function
Mission, purpose, customers, business case, processes that should be covered, a business
model, costing, charge outs, and who is part of the groups are all essential elements of
governance models. However, we all know that governance goes much deeper.

In this session, participants will:
• Explore governance models that are working well
• Examine governance hiccups and how to resolve them
• Evaluate how to get others involved in the governance model, even though they might
not be in the C-Suite boardroom

Track B: Automation for Today’s SSO

1:15 pm - 1:45 pm Process Mining & Intelligence: A Guide to Achieving Transparency, Cost Savings and Operational Excellence
With 68% of shared services looking to growth their ability to mine data via embedded
tracking software and record processes in the next 6 – 18 moths and only 34% of SSOs
actively using process mining, there is work to do to help organizations scale up quickly to
achieve cost savings now.

In this session, participants will:
• Explore ways to capture process data by leveraging user key strokes to construct a
process model
• Examine how network-based data algorithms are being used with the assistance of AI to improve performance of an existing model
• Evaluate how to highlight patterns and trends associated with the analytics you are
gathering and use it to inform organization opportunities going forward

Track C: Optimizing Organizational Structures

12:15 pm - 12:45 pm Are Cloud-Based Applications Really a Value-Add or a Recipe for Failure
At this point, almost all shared services global enterprises have a plan for bringing in some
kind of technology to assist them. However, getting clarity and value from the multiple
platforms and systems that you have in place can be tricky.

In this session, participants will:
• Identify strategies for not getting caught up in the ‘too many tools’ hamster wheel
• Explore how to get real-time value add insights when you do have multiple
applications in the mix
• Discuss the various cloud-based tools that organizations are using
Christopher Davis, Vice President of Shared Business Services at Sysco

Christopher Davis

Vice President of Shared Business Services

1:45 pm - 1:50 pm Five Minute Transition

Track A: Talent Management

1:50 pm - 2:20 pm Talent Strategy - How to Leverage New Skills & Development
Recruiting used to be marketing based with hard copies of resumes being sent in and
evaluated by an HR representative. Now, HR has become a field where automation is finding
a foothold. Resumes can now be scanned in a matter of seconds to see if they are a fit for the
organization or they could be archived until a job that fits the candidates resume come about
and kicks back an email to let them know there is a new position they might be interested in.
The insights seem endless at this point.

In this session, participants will:
• Explore ways to create and maintain an effective recruiting program in shared
• Identify how to automate the time consuming HR processes
• Discuss where the future of HR automation is headed

Track B: Automation for Today’s SSO

1:50 pm - 2:20 pm What Cognitive Solutions are Coming Our Way & How Ready Are We to Integrate ML, AI and Blockchain?
RPA has opened doors, now many people are exploring what it means to bring in this type of
process automation. Next on deck is learning how to bring cognitive computing, machine
learning and intelligent automation into your shared services organization.

In this session, participants will:
• Examine how one shared services organization has been implementing
intelligent automation
• Evaluate where organizations are tripping up when it comes to moving from RPA to more
innovative automation
• Identify what opportunities there are for your organization to bring in new and
innovative technology
Joe Peri, VP of Auomation at Change Healthcare

Joe Peri

VP of Auomation
Change Healthcare

Track C: Optimizing Organizational Structures

1:50 pm - 2:20 pm Panel: Eliminating Redundancy by Moving Seamlessly Across Shared Service Delivery: Single, Multi-Function and Global (and Back Again)
A shared service always has to keep moving or the organization will see no need for it. Growth
can be hard, and get even harder when there is a merger and acquisition that is taking place
when you are trying to introduce new policies and procedures to your customers.

In this session, participants will:
• Examine how to move from a single-function organization to a multi-function SSO
• Evaluate stumbling blocks that occur when moving from a multi-function SSO to a
global SSO
• Discuss why some organizations are deconstructing their GBS organizations in favor of a different model

2:20 pm - 3:20 pm Mid-Afternoon Refreshment and Expo

Concurrent Tracks – Meeting the Needs of Your Organization and Customer

Track A: Talent Management

3:20 pm - 3:50 pm Choosing a Location that Matches Your Shared Services Goals and Needs
The trend used to be that shared services organizations sat away from the larger
organization as a whole, and in places that were at a cost savings to the organization. That
is changing. Many organizations are moving back to optimize the talent pool, create clarity
and stay compliant. Instead of relying on the traditional model of moving to a cheaper
location, just because it is cheaper.

In this session, participants will:
• Explore how organizations are leveraging their talent pools
• Examine how organizations are choosing locations
• Evaluate how automation is playing a role in the location decision
Roschelle Christiansen, Global HR Director at Flowserve

Roschelle Christiansen

Global HR Director

Track B: Automation for Today’s SSO

3:20 pm - 3:50 pm 5 Reasons and Steps to Start Using Blockchain Technology Now
Banks and manufacturing are looking at blockchain in more detail than a lot of
industries. Yet, blockchain is still is not commonly used, or for that matter, understood.
Why is that? Why aren’t we seeing more of a proliferation in the shared services market,
because it seems like it would be ripe for seeing the benefits.

In this session, participants will:
• Explore how one organization implemented blockchain into their organization
• Outline what stumbling blocks are still a real thing when it comes to getting blockchain
• Examine what insights the implementation provided to the organization
• Evaluate the benefits of blockchain for O2C, R2R, and P2P
Vesanthi Chalasani, Director of Next Generation Shared Services at P&G

Vesanthi Chalasani

Director of Next Generation Shared Services

Track C: Optimizing Organizational Structures

3:20 pm - 3:50 pm Leadership Lessons: Establishing a True Culture of Continuous Improvement
Identifying opportunities for growth and improvement, streamlining the processes to
get there, testing new ideas, reducing cost, and finding ways to achieve these results are the
goals of any continuous improvement expert. However, getting there means navigating a sea
of change.

In this session, participants will:
• Identify how to manage quality planning
• Gather strategies to equip managers and directors to problem solve quickly and effectively
• Explore the role that Six Sigma and Lean management can play when designing a continuous improvement roadmap
Lisa Young, VP, Performance Excellence at ASRC Federal

Lisa Young

VP, Performance Excellence
ASRC Federal

Kevin Kellow, VP of Continuous Improvement at ASRC Federal

Kevin Kellow

VP of Continuous Improvement
ASRC Federal

3:50 pm - 3:55 pm Five Minute Transition

Track A: HR Vision

3:55 pm - 4:25 pm Using Career Road Mapping as a Tool to Create a More Agile Enterprise
Once leadership sees the value of a shared services leader or a shared services organization, role changes can happen quickly. A leader, who was there yesterday, might be somewhere else in the organization tomorrow. So, how do you plan your career in shared services? Especially, when more and more initiatives are coming knocking on your door.

In this session, participant will:
• Evaluate the structure of the modern SSO and how it is changing
• Examine how shared services stakeholders are navigating their careers
• Identify areas of opportunity that are growing within the functions of F&A, HR and IT

Track B: Automation for Today’s SSO

3:55 pm - 4:25 pm Lessons Learned from Launching an App that Gets Noticed by the C-Suite
Apps have exploded onto the shared services scene. Many shared services organizations developed them as a side project, only to find out that they are extremely useful for communicating with their customers - both internally and externally. Albertons are an example of one such GBS organization that has launched an extremely successful app.

In this session, participants will:
• Explore effective strategies for launching an app that meets the needs of your customers
• Examine how to refine an app initiative once it has been launched
Gregory Rousseau, VP, Employee Services at Albertsons

Gregory Rousseau

VP, Employee Services

Track C: Optimizing Organizational Structures

3:55 pm - 4:25 pm From a Center of Excellence to a Center of Expertise
The value proposition of a shared services organization is expanding. Within its team structure there are experts in project management, Six Sigma, RPA programming and more. This can be helpful to other groups that are exploring cost savings.

In this session, participants will:
•       Explore how to turn shared services individuals into consultants for the business,
•       Examine how project management, Six Sigma and RPA work are changing  excellence Centers into Expertise Centers that the whole organization can use or tap into, 
•       Examine the CoE role in organizational transformation
•       Evaluate the CoEs are providing deeper cost savings and process improvements at the enterprise level and not just the functional level

Rosemary McMasters, Business Analyst - Project Shared Services at MUFG Union Bank, N.A.

Rosemary McMasters

Business Analyst - Project Shared Services
MUFG Union Bank, N.A.

Scott P Stevens, Director - Project Shared Services Group at MUFG Union Bank, N.A.

Scott P Stevens

Director - Project Shared Services Group
MUFG Union Bank, N.A.

4:25 pm - 4:30 pm Five Minute Transition

4:30 pm - 5:15 pm Steering Your Ship Through Rough Waters: Lessons on Leadership from Captain Phillips

An amazing leader...a highly intriguing story...a presentation of remarkable impact for your next meeting. Captain Phillips not only shares his compelling story - presented in his warm, highly personal style, but as a "floating CEO" in charge of the day-to-day operations of a multi-million dollar ship and the crew he managed, he also draws lessons from those dramatic events that can help your audience and your organization survive and thrive, even in these times when hope and support seem to be in very short supply. He will discuss the vital importance of leadership and teamwork, combined with a belief in the power and potential of yourself and your team, as seen through the eyes of an unassuming hero who conquered an extraordinary challenge. This "Hero of the High Seas" has a powerful and timely message that will dramatically energize and inform your next meeting.

5:15 pm - 5:30 pm SSON Wrap Up

5:15pm Cocktail Reception

End of Main Conference Day Two