Preview the Program That’s Powering the Region’s Shared Services Evolution

Looking for a quick overview of what to expect at Shared Services & Outsourcing Week Middle East & Africa? The Agenda at a Glance offers a focused view of confirmed speakers and session topics - ideal for those comparing schedules, aligning team calendars, or simply curious about the conversation starters shaping the region.

While the full Event Guide offers comprehensive detail on networking formats, session formats, sponsors, and regional context, the Agenda at a Glance keeps it streamlined: you’ll find session titles, speaker names, and timing only - perfect for at-a-glance decisions.

Are you ready to uncover the strategies, challenges, and future priorities shaping today’s most successful shared services organizations? This exclusive report, offers rare, firsthand insights straight from the leaders who are transforming the industry.

Hear Directly from Industry Trailblazers:

• Steve Bandrowczak – CEO, Xerox
• Laura Kennedy – Head of Enterprise Business Services, Aon
• Karla Sanchez – R2R Global Process Owner, TE Connectivity
• Tom Sterling – Vice President, People Solutions Operations, Cox Automotive
• Cindy Gallagher – Senior Vice President & Controller, Gannett
• Nick Davis – Director of Shared Services, Cintas
• Tage Smith – Vice President – Technology Shared Services, Pacific Life
• Rolando Lopez – Global Finance Director – Shared Services, AstraZeneca
• John Transier – Former Senior Vice President, Finance Shared Services, Vericast
• Kenneth Newton – Director, Service Delivery, NASA Shared Services Center

These executives share candid, real-world insights on leadership, technology, talent management, digital transformation, and much more.

Want a copy emailed to you? Click here to get your report now.

Uncover the Data. Reframe the Opportunity. Shape the Future.

As shared services and GBS models continue to evolve, the Middle East is emerging as a powerful hub for strategic, digitally enabled service delivery. But how well is that potential understood - and where do the facts diverge from perception?

SSON Research & Analytics presents the Visual Analytics Workbook (VAW) - a data-driven, visual exploration of shared services maturity across global regions, with a focused lens on the Middle East. Built for decision-makers, this workbook combines interactive visuals with market intelligence to help you:

• Benchmark your shared services model against global trends
• Explore region-by-region strengths in talent, agility, and innovation
• Understand why cities like Cairo, Dubai, and Riyadh are rising as GBS hubs
• Identify where your operations can leapfrog on the maturity curve
• See what’s driving investment in AI, digital talent, and hybrid sourcing models

If you’re planning, expanding, or reevaluating your shared services strategy in 2025, this workbook offers the visibility and foresight you need.

Cairo is fast becoming the region’s control room. With 68 delivery centres, a multilingual talent base and government-backed skills programmes, Egypt offers the scale and speed global teams need to modernise service delivery across MEA.

In this SSOW MEA article, you’ll learn:

✅ Why Egypt’s “greenfield” edge matters - and how a Cairo-centred footprint enables control, faster scale and cleaner governance.

✅ How teams move beyond transactional automation - RPA, GenAI and agent-assist to lift accuracy, speed and CX.

✅ Which metrics and guardrails to use - shifting from headcount to value, with only 17% truly predictive today.

✅ Where momentum is building - >80% widening scope and 57% adding or shifting work to new regions.

✅ What benchmarks signal - 89% prioritise analytics; GenAI investment up nearly 30% YoY.

Whether you’re standing up a new hub or expanding GBS, this piece distils the insights and next steps - plus a five-point Egypt readiness checklist you can apply immediately.

Request a copy of this article to be sent to your inbox here. 

Discover how Shared Services and GBS leaders across the Middle East are bypassing legacy transformation timelines - leveraging AI, agentic automation, and digital-native design to become value creators, not just cost centers.

As global enterprises rethink the role of Shared Services, the Middle East is emerging as a strategic epicenter. With smart infrastructure, multilingual digital talent, and government-backed innovation ecosystems, cities like Cairo, Riyadh, and Dubai are positioning themselves at the forefront of next-gen service delivery.

In this exclusive article from SSON, you'll learn:

✅ Why the region’s greenfield advantage and investment momentum allow Shared Services Centers (SSCs) to leapfrog traditional maturity stages

✅ How leading organizations are deploying RPA, GenAI, and Agentic AI to automate beyond the transactional

✅ What metrics, governance models, and risk frameworks top-performing GBS teams are using to ensure safe, scalable innovation

✅ Where real-world success stories from the UAE, Saudi Arabia, and Egypt are showing measurable impact - from predictive analytics to first-contact resolution rates

✅ What global benchmarks tell us about the shifting role of shared services - and how the Middle East is rising to meet that opportunity

Whether you’re building a new delivery hub, expanding GBS capabilities, or rethinking your automation roadmap, this article delivers the insights, data, and regional context you need to move forward.

Brush up on your knowledge with SSON's comprehensive guide to the most vital acronyms in shared services and Global Business Services (GBS). Whether you are a seasoned professional or a newcomer to the industry, this infographic is your passport to understanding the language of efficiency, collaboration, and innovation.

This article divies into the evolution of Shared Services, moving from traditional cost-efficiency to value creation through cutting-edge technology. Access a copy to explore the impact of generative AI and digital tools, offering insights that could shape your organization's future.

Explore how to create a shared services model that drives both efficiency and innovation in SSON's new article, featuring insights from Sumit Mitra, CEO of TESCO Business Solutions. Covering key areas like cost optimization, talent management, and business partnerships, this article provides practical strategies to help your GBS thrive.

Discover how the next generation of GBS leaders is transforming the landscape of shared services. In this article, Deborah Kops explores the unique traits and approaches of these innovative leaders, shedding light on how their fresh perspectives can shape the future of GBS and drive meaningful change within organizations.

This article delves into the unique career challenges facing GBS leaders, especially when it comes to moving into broader roles within their organizations. With candid insights, Deborah Kops explores the barriers to career mobility for GBS professionals and provides actionable strategies to help leaders navigate these roadblocks and unlock new career pathways. Access a copy!

88% of shared services professionals’ top strategic target in 2025 is optimizing cost and efficiency. But how are leading shared services centers (SSCs) getting there?

SSON Research & Analytics’ 2025 edition of The Handbook to Setting Up a Modern SSC is now available, offering valuable, peer-driven survey results and statistics that answer these critical questions.

Key Takeaways from the Report:

• Gain insights into the top strategic priorities for 2025 and how leading SSCs are addressing them.
• Compare your SSC’s performance with industry standards and identify areas for improvement.
• Learn how to align your SSC with broader enterprise goals through effective governance and communication.
• Consider your location strategy using a range of important factors from its infrastructure to its talent pool.
• Discover best practices with advice from leaders at Aon, Iron Mountain, Cox Automotive and more for selecting and standardizing high-impact processes to ensure global consistency and efficiency.
• Leverage the latest advancements in RPA, AI, and data analytics to enhance service delivery and operational efficiency.

Click here to have your copy emailed to you.

This report delves into the crucial moment for the global Shared Services industry, grappling with the impact of digital transformation on its usual efficiency. Our yearly survey of Shared Services and Global Business Services leaders highlights the evolving skills needed for greater value, despite the challenge of their scarcity. Access the report for insights from our latest survey, revealing the priorities and strategies of shared services leaders for the coming year.

The "Ask the Expert" booklet compiles strategic advice from shared services and GBS leaders on critical topics like stakeholder alignment, employee engagement, recruiting talent, and performance metrics. By accessing a copy, you gain actionable tips and best practices to tackle your organization's unique challenges on the journey to shared services excellence. Access your copy to gain practical insights that will help you build, manage, and optimize your own successful shared services organization.

With efficiency and experience getting impacted due to legacy processes, transformation became a priority for Riles Jones, a Customer Service Operations Manager with Texas Instruments. That's when she reached out to Infosys BPM, who - with an impactful, award-winning modernization program - delivered enhanced efficiency, rising customer satisfaction scores, as well as over $600,000 in cost savings. 

SSON's flagship event Shared Services & Outsourcing Week is coming to the Middle East this December! This event will bring together 75+ heads of shared services, global business services & finance who are looking to outsource services like AP, O2C, RPA, IDP, HR Automation and so much more. Take a look at the Sponsorship Overview for an idea of what your company can gain from sponsorship!

In this insightful interview, Turan Sahin, CEO of Allianz Services, discusses "Redefining GBS in the Next 10 Years" and shares his visions for value delivery. Sahin explores the evolving definition of value in GBS and its impact on future organizations. He also examines the role of GBS in driving innovation and suggests practical strategies for enhancing organizational value. Additionally, Sahin reflects on the significance of emerging technologies like AI and analytics in shaping the future of GBS.

In this engaging interview from Shared Services & Outsourcing Week (SSOW), Candace Dingman, Senior Vice President of Global Shared Services at Davies, shares her insights on the successful implementation of SAP HANA across 72 countries. With a focus on the roadmap and strategies that contributed to one of the fastest implementations to date, Candace offers invaluable lessons for organizations looking to undertake similar transformation.

In this exclusive interview from Shared Services & Outsourcing Week (SSOW) 2024, Sandeep Arora, Head of Global Business Services at The Clorox Company, delves into the transformative journey from SLAs (Service Level Agreements) to XLAs (Experience Level Agreements). Discover how focusing on XLAs can lead to outstanding customer satisfaction and service excellence.

In this compelling Shared Services & Outsourcing Week (SSOW) interview, Fernando Hueglas, Head of Finance Business Services at Fortune Brand Innovations, dives into the strategies for proving the value of shared services to gain essential support for expansion. Fernando shares his perspective on how shared services can drive meaningful impact across an organization—even when cost savings aren’t immediately apparent.

In this insightful interview from Shared Services & Outsourcing Week (SSOW), Julie Schwendimann, Vice President of Global Shared Services Operations at Stanley Black & Decker, shares her expertise on enhancing the Order-to-Cash (O2C) cycle to improve the customer journey. With years of experience optimizing finance and shared services processes, Julie provides actionable strategies for addressing key challenges in O2C.