September 2019

MAIN CONFERENCE DAY 1: Tuesday, September 10


7:30 am - 8:00 am Registration & Networking Breakfast

8:00 am - 8:15 am Chairperson’s Opening Remarks

8:15 am - 8:30 am TRANSFORMING YOUR SERVICES STRATEGY IN THE ERA OF DISRUPTION



Jorge Sequeira Picado, Managing Director at CINDE

Jorge Sequeira Picado

Managing Director
CINDE

8:30 am - 8:45 am HOW ANALYTICS IS PUTTING LATAM ON THE MAP

Enterprise organizations are examining where to deliver work and reassessing sourcing models in the age of digital workers.  With labor arbitrage falling further down the criteria list for evaluating service delivery locations, knowledge and talent skill levels begin to rise up.  What are some of the categories of comparison?  Get an up close look at the categories and analytics that help LATAM stand out
Rochelle Hood, PMP, Global Head of Customer Analytics and Research at SSON

Rochelle Hood

PMP, Global Head of Customer Analytics and Research
SSON

Latin America continues to be a favorable location for shared services setup, attracting both global multinationals and U.S. middle market organizations. However, despite a strong talent pool, cost-attractiveness, nearshore advantages, operating efficiency and economies of scale, setting up a SSO in Latin America comes with challenges, whether negotiating for real estate, navigating complex tax regulations, or finding the right C-suite leadership.
In this panel, senior shared services executives with existing shared services operations in the region will share insight on pitfalls to avoid when setting up or expanding a SSC in LATAM, and detail their experience in:
• Setting up and running a Latin America SSO and why they chose this
region to support their North American organizations
• Benefits achieved and key challenges still to be overcome
• English skills, talent availability and cultural affinity with North America
Adrian Sibaja, Director Global Delivery Centers Costa Rica & Chile at Experian

Adrian Sibaja

Director Global Delivery Centers Costa Rica & Chile
Experian

Heloisa Hadler Villela, LATAM Implementation Lead -ESP (Enterprise Standard & Productivity) HR at Johnson & Johnson

Heloisa Hadler Villela

LATAM Implementation Lead -ESP (Enterprise Standard & Productivity) HR
Johnson & Johnson

9:25 am - 10:05 am HOW TO DESIGN & DEVELOP MODERN PLATFORMS TO UNLOCK THE POWER OF DATA & ANALYTICS TO GENERATE REAL BUSINESS VALUE

Shared services and GBS leaders have a tremendous opportunity given digitalization, to use analytics to enhance processes, workforces, and digital operating models, as well as to provide actionable insight back to the business. This session is designed to show you that the future and sustainability of your SSO can be found in your own data. From making improvements to existing workflow, recruitment of new staff, making decisions to expand your services, and even choosing the right solution provider, your data has a voice. But it needs to be easily accessible and organized in a modern platform! Walk away from this session
understanding what data can do for your company to influence decision making procedures.
Hear how to:
• Stay abreast of and capitalize on the latest technologies and data tools
• Cultivate a data-driven and innovative culture both within shared services and beyond
Leandro Cresta, Latin America CIO and Global IT Director - Data & Analytics at BIC Brazil

Leandro Cresta

Latin America CIO and Global IT Director - Data & Analytics
BIC Brazil

10:05 am - 11:05 am Morning Networking Break & Demo Drive

In this session, participants will:
·         Learn about Willis Towers Watson and Mercado Libre’s journeys from small offshore hubs to consolidated shared service centers.  Find
out which were their best practices to lead and drive a successful transformation from the southern cone.
·         Explore how both companies are leading change through talent management and personalized training initiatives, from performance
measurement frameworks to using available state grants to further develop employees.
·         Identify how important agile leadership and be prepared for a full-scale shift to digital ways of working has become in being successful
in today’s shared services marketplace 



Rafael Hermida, Country Manager Uruguay at Mercado Libre

Rafael Hermida

Country Manager Uruguay
Mercado Libre

Sofia Jaunsolo, Head of Research and Intellectual Capital Operations & Head of Uruguay at Willis Towers Watson

Sofia Jaunsolo

Head of Research and Intellectual Capital Operations & Head of Uruguay
Willis Towers Watson

11:45 am - 12:25 pm TRANSFORMING BUSINESS OPERATIONS - LEVERAGING AAA (Automation, Analytics and Artificial Intelligence)

In this session, presenter will discuss:
·         How next generation Automation, Analytics and AI can be leveraged to generate productivity, reduce cost and transform customer
experience at the same time 
·         How companies globally are gaining unassailable competitive advantage by using data and analytics to enable faster and larger-scale
evidence-based decision making, insight generation, and process optimization  
·         How advances in Robotics, AI, and Machine Learning are heralding a new era of breakthrough innovation and opportunity 


Carlo Malana, AVP - Strategy Execution, AT&T Business at AT&T

Carlo Malana

AVP - Strategy Execution, AT&T Business
AT&T

12:25 pm - 1:05 pm FIRESIDE CHAT: HOW TO IMPLEMENT RPA INTO BUSINESS SERVICES OPERATIONS TO DRIVE SIGNIFICANT LONG-TERM VALUE

Join Jairo Quiros, VP of Global Shared Services & Site Leader for Equifax as he shares his experiences around his journey on implementing a  large scale RPA program with a large global enterprise.  He will overview their mentality shift to an automation first mindset along with detailing out the benefits of RPA. 


Jairo Quiros

Vice President Global Shared Services & Head of Global Robotic Process Automation COE
Equifax

Graciela Arguelles, Managing Director at UiPath

Graciela Arguelles

Managing Director
UiPath

1:05 pm - 2:00 pm Networking Lunch

Are you just starting out on your SSO journey? Overwhelmed with information and don’t know where to start? This track is for you. Learn from thought leaders who have been through the LATAM implementation challenges and can give you insight to build a staircase to success.

TRACK A From Vision to Reality: Planning & Launching Your LATAM SSO

2:00 pm - 2:30 pm GETTING IT RIGHT THE FIRST TIME: GOING FROM STRATEGIC TO TACTICAL
Rushing into the design and implementation of a Shared Services without taking the time to analyze and build a vision will result in failure. So how can you ensure you get it right the first time? What key decisions need to be made to ensure a successful migration? How can you identify and mitigate risks before they occur? This presentation covers the importance of starting with “why” to understand and develop your strategic vision, why are you moving to a SSC, what does the end result look like?
• Building a plan from strategic vision to tactical execution
• Focusing on change management
• Standardizing and centralizing areas that support your strategic vision
• Mitigating risk: Common pitfalls and knowing what to look for
Jazmin Alvardo, Global Services Director at Grupo Bimbo Global Services

Jazmin Alvardo

Global Services Director
Grupo Bimbo Global Services


TRACK A From Vision to Reality: Planning & Launching Your LATAM SSO

2:30 pm - 3:00 pm A 101 GUIDE TO DEVELOPING A COMPELLING BUSINESS CASE TO GET STARTED ON YOUR SSO JOURNEY
Before you can successfully launch a new shared services organization, you must first prove that it will create value for your organization by putting together an evidence-driven and persuasive business case. Join us in this session to learn how to master the 3 key steps of building a solid business case – calculating the anticipated benefits, projecting potential costs, and conducting risk analysis of a new shared services initiative.
Hear best practices on how to:
• Develop an accurate current state baseline to compare against external benchmarks and highlight key opportunities for cost reduction
• Successfully quantify and communicate both the financial and strategic benefits of shared services in a way that is meaningful to the business
• Why getting executives aligned on the “why” is critical before moving to the “what” and “how”
Miguel Coeto, Shared Services Center Director at Arca Continental

Miguel Coeto

Shared Services Center Director
Arca Continental


Are you an evolving or mature SSO looking for new opportunities to take you SSO to the next level? This track will give you key insight that will help you on this journey.

TRACK B Taking Your Mature LATAM SSO to the Next Stage in Its Evolution

2:00 pm - 2:30 pm BLUEPRINT TO DRIVE A CONTINUOUS IMPROVEMENT CULTURE IN YOUR SSO
For a Shared Services organization to evolve and move up the value-chain, a Continuous Process Improvement (CPI) foundation is critical. The process of driving innovation and fostering a culture of continuous improvement in your LATAM SSO should include several important elements, among them a mindset of personal and collective accountability to deliver results and a climate that empowers your staff to drive improvements.
In this session you will learn how to:
• Develop transparent top-to-bottom metrics
• Achieve organizational engagement that will lead to support from the highest levels of your organization
• Embed CI within your team and across all business functions
Xavier Rodriguez, FSSC Director at Technicolor

Xavier Rodriguez

FSSC Director
Technicolor


TRACK B Taking Your Mature LATAM SSO to the Next Stage in Its Evolution

2:30 pm - 3:00 pm MOVING UP THE VALUE CHAIN: FROM INTERNAL IMPROVEMENTs TO CORPORATE VALUE
As your Shared Services organizations become more complex, the need to cross collaborate and leverage resources becomes even more important. This is especially true when business requires increase focus on efficiency, scalability  evolving transactional to analytical and strategic roles. Join us to learn how you can effectively move up the value curve in a sustainable manner.
You will:
•  Explore ways to promote a culture of self-disruption & accept change as  a constant
•  Advance talent management practices to grow your organizational capabilities &
•  Review operating models and how to reassess them once you reach critical mass•  Discuss how the share service center moves from Internal improvement to  a corporate value provider.
Miguel Rivera, Controller at Intel Corporation

Miguel Rivera

Controller
Intel Corporation


TRACK A From Vision to Reality: Planning & Launching Your LATAM SSO

3:00 pm - 3:30 pm CASE STUDY: GUIDING PRINCIPLES TO HIRE THE RIGHT TALENT FOR YOUR NEW SSO
With competition for millennial and Gen-Z talent in Latin America at an all time high, ensuring that the people you hire to jumpstart your SS initiative will remain loyal and grow with your organization is a plus. And for that you need an acquisition and retention strategy. In this session, presenter will share a case study on their talent recruitment and management strategies.
Discussion will include:
• How to bolster the lifestyle company benefits you can offer
• Leveraging succession planning, rotational programs and reward/recognition systems to ensure shared services employees are engaged and motivated
• The new skill sets needed for to meet the demands of the digital age
• Embracing next generation recruiting techniques to ensure your SSO effectively identifies and attracts the right talent
Marco Roldan, Director Shared Services at Kyoto Motors

Marco Roldan

Director Shared Services
Kyoto Motors

TRACK A From Vision to Reality: Planning & Launching Your LATAM SSO

3:30 pm - 4:00 pm Networking Break

TRACK A From Vision to Reality: Planning & Launching Your LATAM SSO

4:00 pm - 4:30 pm HOW TO USE METRICS TO BUILD & ACHIEVE OPERATIONAL EXCELLENCE IN YOUR SSO
Building a world-class shared service center in Latin America requires establishing goals and measuring progress towards those goals. However, metrics and KPIs are often developed without that objective in mind. If the wrong items are measured, or measured in the wrong way, those measurements provide no value. How do you establish the right metrics to achieve realist goals to improve the quality of service provided by your shared services operation? Share your experiences with metrics and what is most useful to your team in this interactive session.
What you will learn:
• How to identify actionable and relevant metrics
• How to create annual, quarterly, and monthly goals that can be measured
• How to track progress towards goals and build a culture of continuous improvement and achieve process excellence
Jorge Eduardo Hernandez Moreno, CSC Director at AeroMexico

Jorge Eduardo Hernandez Moreno

CSC Director
AeroMexico

TRACK B Taking Your Mature LATAM SSO to the Next Stage in Its Evolution

3:00 pm - 3:30 pm UNDERSTAND THE ROLE OF GPO & HOW TO IMPLEMENT ONE INTO YOUR SHARED SERVICES
So you’ve decided that a global process ownership capability would be the best step forward in your SSO, or you’ve been anointed GPO. Now what? There are so many “what comes next?” possibilities, it can be daunting to create a path and follow it. This session will take you through those crucial first steps in developing a GPO capability, including: 
  • How to design and implement a scalable structure for sustained success? 
  • How does a SSO change procedures and governance guidelines into helpful tools for GPO success? 
  • How do you implement and utilize global measurements and metrics? 
  • How to investigate and understand the existing landscape and what you must do to make the global process ownership model work 

Ethel Meneses, I2P Director, Global Financial Solutions, Invoice to Pay at Pfizer, Inc.

Ethel Meneses

I2P Director, Global Financial Solutions, Invoice to Pay
Pfizer, Inc.

TRACK B Taking Your Mature LATAM SSO to the Next Stage in Its Evolution

3:30 pm - 4:00 pm Networking Break

TRACK B Taking Your Mature LATAM SSO to the Next Stage in Its Evolution

4:00 pm - 4:30 pm CASE STUDY: LEADERSHIP DEVELOPMENT-- IDENTIFY AND DEVELOP TOMORROW’S SHARED SERVICES LEADER TO ENSURE FUTURE SUCCESS
Cultivating the next generation of leaders for your Latin America SSO is one of the most important responsibilities Shared Services managers and executives have. Considering it’s often more cost-effective to promote from within, this session will discuss strategies for leadership development and training programs for high-potential Latin America SSO talent. Presenter will include a case study on how their organization is successfully identifying and developing future leaders.
Attend and discover how to:
• Identify and nurture high-performers with frequent, constructive feedback and coaching
• Develop succession and career planning strategies to support and engage the next generation of shared services leaders
• Empower SSO employees to identify pain points and propose/execute potential solutions to increase both SSO performance and employee engagement
Adrian Sibaja, Director Global Delivery Centers Costa Rica & Chile at Experian

Adrian Sibaja

Director Global Delivery Centers Costa Rica & Chile
Experian

First Round IDGs

IDG 1:

4:35 pm - 5:05 pm PREPARING YOUR TALENT FOR THE DIGITAL AGE
With SSOs moving into the digital age:
• Which talents/ skills are SSOs seeking in today’s environment?
• How are you preparing your organizations for rapid change and how are you handling resistance?
• What are examples of modern career paths?
Jason Cordero, Vice President - Global Project Execution Manager at Citi

Jason Cordero

Vice President - Global Project Execution Manager
Citi

IDG 2:

4:35 pm - 5:05 pm BRANDING & MARKETING YOUR SSO
Your “brand” is what your customer thinks of – both factually and emotionally – when he or she hears your name, so how are you:
• Marketing your shared service organization as though you were marketing your services to external customers
• Developing a unique brand that will resonate with customers
• Actively building relationships with your customers
• Marketing your SSO to attract millennial talent
Xavier Rodriguez, FSSC Director at Technicolor

Xavier Rodriguez

FSSC Director
Technicolor

IDG 3:

4:35 pm - 5:05 pm STRATEGIES TO DRIVE EMPLOYEE ENGAGEMENT, DEVELOPMENT, AND CONTROL ATTRITION
Learn tactics to create an environment and culture that keeps the team engaged, customer-focused, and innovative including:
• Consistently investing their time and career development
• Open and honest communication and empathetic Listening
• Strategies to create an engaging culture to reduce attrition
Julian Chaves, LATAM COE Senior CommOps Manager at Uber

Julian Chaves

LATAM COE Senior CommOps Manager
Uber

IDG 4:

4:35 pm - 5:05 pm RISK MANAGEMENT AND CONTROLS
Mitigating and controlling risk in your SSO is imperative to ensure a successful operation.
• What strategies do you have in place to prevent risks besides internal and external audits?
• Why does your risk management techniques need to evolve with a digital workforce
Marco Roldan, Director Shared Services at Kyoto Motors

Marco Roldan

Director Shared Services
Kyoto Motors

IDG 5:

4:35 pm - 5:05 pm WINNING THE IT TALENT BATTLE: STRATEGIES TO ATTRACT AND RETAIN TOP IT PROFESSIONALS
Strategies to recruit, attract and retain employees with the right IT skills 
• How to create an environment that will meet the needs of employees across all generations 
• The importance of choosing a location with value added services that will be attractive to millennial and Gen-X talent 


Jaime Miller

CEO
Zonamerica Colombia

Second Round IDGs

IDG 1:

5:10 pm - 5:40 pm PREPARING YOUR TALENT FOR THE DIGITAL AGE
With SSOs moving into the digital age:
• Which talents/ skills are SSOs seeking in today’s environment?
• How are you preparing your organizations for rapid change and how are you handling resistance?
• What are examples of modern career paths?
Jason Cordero, Vice President - Global Project Execution Manager at Citi

Jason Cordero

Vice President - Global Project Execution Manager
Citi

IDG 2:

5:10 pm - 5:40 pm BRANDING & MARKETING YOUR SSO
Your “brand” is what your customer thinks of – both factually and emotionally – when he or she hears your name, so how are you:
• Marketing your shared service organization as though you were marketing your services to external customers
• Developing a unique brand that will resonate with customers
• Actively building relationships with your customers
• Marketing your SSO to attract millennial talent
Xavier Rodriguez, FSSC Director at Technicolor

Xavier Rodriguez

FSSC Director
Technicolor

IDG 3:

5:10 pm - 5:40 pm STRATEGIES TO DRIVE EMPLOYEE ENGAGEMENT, DEVELOPMENT, AND CONTROL ATTRITION
Learn tactics to create an environment and culture that keeps the team engaged, customer-focused, and innovative including:
• Consistently investing their time and career development
• Open and honest communication and empathetic Listening
• Strategies to create an engaging culture to reduce attrition
Julian Chaves, LATAM COE Senior CommOps Manager at Uber

Julian Chaves

LATAM COE Senior CommOps Manager
Uber

IDG 4:

5:10 pm - 5:40 pm RISK MANAGEMENT AND CONTROLS
Mitigating and controlling risk in your SSO is imperative to ensure a successful operation.
• What strategies do you have in place to prevent risks besides internal and external audits?
• Why does your risk management techniques need to evolve with a digital workforce
Marco Roldan, Director Shared Services at Kyoto Motors

Marco Roldan

Director Shared Services
Kyoto Motors

IDG 6:

5:10 pm - 5:40 pm ADAPTING TO A WINNING CULTURE FOR SHARED SERVICES CENTERS
Strategies to recruit, attract and retain employees with the right IT skills 
• How to create an environment that will meet the needs of employees across all generations 
• The importance of choosing a location with value added services that will be attractive to millennial and Gen-X talent 


Jaime Miller

CEO
Zonamerica Colombia

5:40 pm - 6:40 pm End of Day One – Cocktail Reception Begins