September 2019

MAIN CONFERENCE DAY 1: Wednesday, September 11

8:30 am - 9:00 am Registration & Networking Breakfast

9:00 am - 9:15 am Chairperson’s Opening Remarks

9:15 am - 10:00 am OPENING PANEL: SERVING THE US FROM LATIN AMERICA

Adrian Sibaja, Director Global Delivery Centers Costa Rica & Chile at Experian

Adrian Sibaja

Director Global Delivery Centers Costa Rica & Chile
Experian

10:00 am - 10:45 am UNLOCKING THE POWER OF DATA ANALYTICS TO GENERATE REAL BUSINESS VALUE

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

10:45 am - 11:45 am Morning Networking Break & Demo Drive

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

11:45 am - 12:15 pm GETTING IT RIGHT FIRST TIME: GOING FROM STRATEGIC TO TACTICAL
Jazmin Alvardo, Global Services Director at Grupo Bimbo Global Services

Jazmin Alvardo

Global Services Director
Grupo Bimbo Global Services

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

12:15 pm - 12:45 pm A 101 GUIDE TO DEVELOPING A COMPELLING BUSINESS CASE TO GET STARTED ON YOUR SSO JOURNEY

Miguel Lucero Coeto

Shared Services Center Director
Arca Continental

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

11:45 am - 12:15 pm BLUEPRINT TO DRIVE A CONTINUOUS IMPROVEMENT CULTURE IN YOUR SSO
Xavier Rodriguez, FSSC Director at Technicolor

Xavier Rodriguez

FSSC Director
Technicolor

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

12:15 pm - 12:45 pm MOVING UP THE VALUE CHAIN: HOW TO GROW YOUR SSO FROM SINGLE TO MULTI-FUNCTIONAL

Miguel Lucero 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.

12:45 pm - 1:45 pm Networking Lunch

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

1:45 pm - 2:15 pm CASE STUDY: GUIDING PRINCIPLES TO HIRE THE RIGHT TALENT FOR YOUR NEW SSO
Rodrigo Cal Cordova, Vice President, Global Finance Shared Services at Stryker

Rodrigo Cal Cordova

Vice President, Global Finance Shared Services
Stryker

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

2:15 pm - 2:45 pm HOW TO USE METRICS TO BUILD & ACHIEVE OPERATIONAL EXCELLENCE IN YOUR SSO
Mayda Reyes Diaz, Head of Internal Customer Relationship SSC at AeroMexico

Mayda Reyes Diaz

Head of Internal Customer Relationship SSC
AeroMexico

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

1:45 pm - 2:15 pm PANEL DISCUSSION: CREATING VALUE – UNLOCKING CAPACITY BY BRINGING NON-TRADITIONAL FUNCTIONS INTO SHARED SERVICES

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

2:15 pm - 2:45 pm CASE STUDY: LEADERSHIP DEVELOPMENT-- IDENTIFY AND DEVELOP TOMORROW’S SHARED SERVICES LEADER TO ENSURE FUTURE SUCCESS
Adrian Sibaja, Director Global Delivery Centers Costa Rica & Chile at Experian

Adrian Sibaja

Director Global Delivery Centers Costa Rica & Chile
Experian

2:45 pm - 3:45 pm Networking Break

1:45 pm - 2:35 pm PANEL DISCUSSION: THE BOTS ARE HERE TO STAY--- HOW TO IMPLEMENT RPA INTO BUSINESS SERVICES OPERATIONS TO DRIVE SIGNIFICANT LONG-TERM VALUE



First Round IDGs

IDG 1:

4:35 pm - 5:05 pm PREPARING YOUR TALENT FOR THE DIGITAL AGE
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
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
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

IDG 5:

4:35 pm - 5:05 pm PROCESS MINING FOR PROCESS EFFICIENCY

IDG 6:

4:35 pm - 5:05 pm ADAPTING TO A WINNING CULTURE FOR SHARED SERVICES CENTERS
Rodrigo Cal Cordova, Vice President, Global Finance Shared Services at Stryker

Rodrigo Cal Cordova

Vice President, Global Finance Shared Services
Stryker

Second Round IDGs

IDG 1:

5:05 pm - 5:35 pm PREPARING YOUR TALENT FOR THE DIGITAL AGE
Jason Cordero, Vice President - Global Project Execution Manager at Citi

Jason Cordero

Vice President - Global Project Execution Manager
Citi

IDG 2:

5:05 pm - 5:35 pm BRANDING & MARKETING YOUR SSO
Xavier Rodriguez, FSSC Director at Technicolor

Xavier Rodriguez

FSSC Director
Technicolor

IDG 3:

5:05 pm - 5:35 pm STRATEGIES TO DRIVE EMPLOYEE ENGAGEMENT, DEVELOPMENT, AND CONTROL ATTRITION
Julian Chaves, LATAM COE Senior CommOps Manager at Uber

Julian Chaves

LATAM COE Senior CommOps Manager
Uber

IDG 4:

5:05 pm - 5:35 pm RISK MANAGEMENT AND CONTROLS

IDG 5:

5:05 pm - 5:35 pm PROCESS MINING FOR PROCESS EFFICIENCY

IDG 6:

5:05 pm - 5:35 pm ADAPTING TO A WINNING CULTURE FOR SHARED SERVICES CENTERS
Rodrigo Cal Cordova, Vice President, Global Finance Shared Services at Stryker

Rodrigo Cal Cordova

Vice President, Global Finance Shared Services
Stryker

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