September 2019

MAIN CONFERENCE DAY 2: Wednesday, September 11


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

8:30 am - 8:45 am Chairperson’s Recap and Welcome

8:45 am - 9:25 am DIGITAL TRANSFORMATION – MOVING YOUR SSOS INTO THE NEW DIGITAL WORLD

Shifting to a digital operating model promises to improve customer journeys, optimize processes, and boost ROI. However, evolving to digital presents a unique challenge to shared services leaders. If your SSO is considering going digital, this session is for you. Our presenter will walk you through the risks and pitfalls SSO and GBS face when embracing digitalization as well as the rewards of getting it right. Leave this session with insight to take your SSO into the digital age, unlock the potential gains and push the boundaries of business services.
• Constraints relating to process and workflow, talent development, and
operating models
• Integrating legacy systems with newer digital technologies
• Talent and skill required to make the move to digital transformation
Mario Chavez, SSC Service Delivery, Continuous Improvement and Automation CoE Senior Manager at PepsiCo LATAM

Mario Chavez

SSC Service Delivery, Continuous Improvement and Automation CoE Senior Manager
PepsiCo LATAM

9:25 am - 10:05 am GETTING A SEAT AT THE TABLE: HOW CAN FINANCE AID GBS IN THE JOURNEY TOWARDS MOVING TO NEXT LEVEL?

To drive success and value addition, business unit leaders need true strategic partners to help guide key decisions and deliver results.
• Moving the finance function towards a business partnership model
• Implementing an enterprise-wide culture of innovation and change
• Moving away from reporting and transaction processing to generating
real-time value and actionable insights
Rolando Alvarez, Director, GBS LAO at KKC

Rolando Alvarez

Director, GBS LAO
KKC

10:05 am - 10:45 am CASE STUDY: SETTING THE BAR HIGH – ACHIEVING OPERATIONAL EXCELLENCE AT BRIDGESTONE

In 2016, Bridgestone embarked on a journey to implement an operational excellence methodology, using the principles of Lean Six Sigma, and delivering excellence with people, process and automation. In 2018 they were recognized by the Shingo Institute and received a Silver Medallion Award for their Operational Excellence Model (first SSC in Latin America to obtain this recognition). Join us in this session to hear how they were able to set the bar high and achieve operational excellence in their SSCs in LATAM.
Katherine Kinderson, Site Lead at Bridgestone

Katherine Kinderson

Site Lead
Bridgestone

Guillermo Cornejo, Operational Excellence Manager at Bridgestone

Guillermo Cornejo

Operational Excellence Manager
Bridgestone

10:45 am - 11:25 am CHANGE MANGEMENT:EMBRACING CHANGE AND FUELING EMPLOYEE ENGAGEMENT TO DRIVE SUPERIOR BUSINESS RESULTS

Change is a constant that should be considered in all operations, especially in Shared Services. Regardless of where your organization is in Latin America or where you are on the maturity spectrum, your ability to manage change as part of the day-to-day operations is crucial to ensure the cultural transformation needed for your Shared Services execution and growth.
During this session you will learn how to:
• Demystify proven change management and employee engagement
techniques to overcome ingrained cultural resistance to shared services
initiatives
• Drive sustainable change throughout the organization through communication, learning, and reinforcement
• Manage cultural changes while keeping employees engaged and motivated
• Create a culture in which you and your team are constantly striving for improvements
Guilherme Baeta, Director of Shared Services at Braskem

Guilherme Baeta

Director of Shared Services
Braskem

11:25 am - 11:55 am Morning Mingle, Recharge & Demo Drive Prize Raffle Drawing - Winners Announced

TRACK A: Global Business Services: Achieving The Next Level Of Performance

11:55 am - 12:25 pm UNDERSTANDING THE KEY LEVERS FOR A SUCCESSFUL MOVE TO A GLOBAL BUSINESS SERVICES (GBS) MODEL
Are you considering making the move to Global Business Services (GBS) and joining the growing number of multinational companies that have already adopted this model to expand their operations globally? If so, then this session is for you. Our presenter will walk you through:
• The common characteristics of GBS
• The typical GBS operating structures
• Common implementation challenges and how to overcome them
Leave the session with a new understanding of why a GBS model is more than just a shared services model, and the value GBS can add to your organization, and the role technology plays in unlocking the maximum value of your GBS.
Arturo Castillo, Finance Leader for America at ABB

Arturo Castillo

Finance Leader for America
ABB

TRACK A: Global Business Services: Achieving The Next Level Of Performance

12:25 pm - 12:55 pm DEVELOPING THE BUSINESS CASE TO CREATE A GLOBAL BUSINESS SERVICES ORGANIZATION
As companies look to streamline processes and have more visibility throughout their global organizations, SSOs have often found they also need to make the jump from an in-country or regional SSO to a global one. This session dives into the business case for building a global business services organization including discussion of key considerations including:
• What are the “easy wins” in the global environment to justify the expansion?
• How do shared services fit in with your global strategic growth initiatives?
• What are best practices for implementing global process standards
Gabriel Stern, Head of Shared Services Center, Americas{ at Experian

Gabriel Stern

Head of Shared Services Center, Americas{
Experian

TRACK B: RPA As A Powerful Tool To Ensure Continued Process Improvement & Cost Savings

11:55 am - 12:25 pm HOW TO DEVELOP & MANAGE A SUCCESSFUL INTELLIGENT AUTOMATION CENTER OF EXCELLENCE (COE)
Is your organization evaluating the need to establish a CoE for your IA program, and/or would like to increase its effectiveness? If so, then this session is a perfect way to learn more about how to do just that. We will discuss:
• Effective CoE and governance process models
• How to develop a set of well-defined roles and responsibilities
• Develop a new governance model and standard operating procedures
• Realistic timelines to establish and maintain a successful CoE
Sebastián Villalobos, Robotic Process Automation Developer at World Fuel Services

Sebastián Villalobos

Robotic Process Automation Developer
World Fuel Services

TRACK B: RPA As A Powerful Tool To Ensure Continued Process Improvement & Cost Savings

12:25 pm - 12:55 pm CHANGE MANAGEMENT INITIATIVES THAT ENSURE SMOOTH RPA PROGRAM TRANSITION & DELIVERABLES
With any major implementation, managing changes – big and small – to the organization can be a huge undertaking. Developing and managing clear-cut yet agile change management program initiatives are essential to long term program success. Wait too long, and you may risk sabotaging the entire project before it even gets off the ground. Go too early, and you risk terrifying your FTEs with all the “what ifs” of RPA.
By attending this session, you will learn how to:
• Develop and maintain a flexible approach toward your change management
programs to ensure continuous improvement after RPA implementation
• Create the proper, consistent messaging to reduce fear among your full-time employees that “the bot will take my job”
• Evaluate the strategic partnerships necessary to encourage optimal communication between stakeholders
Jason Cordero, Vice President - Global Project Execution Manager at Citi

Jason Cordero

Vice President - Global Project Execution Manager
Citi

12:55 pm - 1:55 pm Networking Lunch

FUNCTION SPECIFIC ROUNDTABLES - Choose your table based on interest

FUNCTION SPECIFIC ROUNDTABLES - Choose your table based on interest

1:55 pm - 2:25 pm FINANCE & ACCOUNTING TRANSFORMATION: UNLOCKING THE FULL POTENTIAL OF YOUR FINANCE SHARED SERVICE
• Innovative frameworks to maximize F&A capability
• Ensuring efficiency and cost optimization as you scale
Veronica Monzon, Site Controller Finance & Accounting & R2R Manager, Costa Rica SSC at Equifax

Veronica Monzon

Site Controller Finance & Accounting & R2R Manager, Costa Rica SSC
Equifax

FUNCTION SPECIFIC ROUNDTABLES - Choose your table based on interest

1:55 pm - 2:25 pm HR TRANSFORMATION: DRIVING HR TRANSFORMATION SUCCESSFULLY IN YOUR SSC
Where and how to start a digital HR journey?
• Building the capabilities to analyze, understand and interpret data
• What upskilling programs do you have and how effective are they in addressing the skill requirements?
Raj Mohan, Founder & CEO at Sentient Minds

Raj Mohan

Founder & CEO
Sentient Minds

FUNCTION SPECIFIC ROUNDTABLES - Choose your table based on interest

1:55 pm - 2:25 pm IT: CREATING A ROBUST TECHNOLOGY INFRASTRUCTURE FOR YOUR LATAM SSCS
  • Integrating cross functional processes
• Attracting and retaining IT talent
• Ensuring the interoperability of new technologies with the existing technology infrastructure

Marvin Espinoza Arrieta, Gerente División Servicios at SONDA

Marvin Espinoza Arrieta

Gerente División Servicios
SONDA

2:25 pm - 3:05 pm CASE STUDY: ESTABLISHING A CULTURE OF CUSTOMER EXCELLENCE WITHIN YOUR SHARED SERVICES ORGANIZATION

Customer experience is becoming increasingly important in the world of Shared Services and Global Business Services (GBS), with customer loyalty often tied to great customer service. With this in mind, how can SS leaders formulate a robust customer services strategy, while delivering optimal services for less? In this session hear from presenter on what customers really want and how to ensure you meet their needs.
• Develop a collaborative approach – developing a culture of trust with your business units
• Create a shared vision for business services
• Agile service – building a model that can adapt quickly to changing business needs
• Re-engineering processes and workflows with the end-customer in mind

Gonzalo Solis

Sr. Director of Operations, Global Shared Services
Equifax Inc.

3:05 pm - 3:20 pm NETWORKING BREAK

3:20 pm - 4:20 pm MASTER CLASS: BUILDING A ROBUST CHANGE MANAGEMENT STRATEGY TO EFFECTIVELY COMMUNICATE THE BUSINESS VALUE OF SHARED SERVICES AND DRIVE ADOPTION

Resistance is a natural defense mechanism that can quickly spread across an organization and seriously hinder the outcome of the transformation. Shared Services Executives are always searching for the best practices to successfully adopt a change management strategy within their organizations, industries and functions in order to improve existing workflow, or implement new procedures. However, many Change Management initiatives focus on the initial communication and training before a program or technology roll out, but change management should continue long after the initial change. 
Join us for this masterclass for an overview of the factors that come into play when jump starting and enhancing your change management program. Learn how to effectively communicate the benefits of change including operational excellence. 
Discussion points include: 
Align all your stakeholders to a common vision– showing them the “What’s In It For Me?” 
Incorporation of key tools for successful transitions 
Structuring your plan with company culture in mind 
Effective communication and education to counter change resistance and monitor your strategy through early stages of development 
The lasting benefits of a successful change management strategy 

Alberto Castro, Head of Centers of Excellence LATAM at Uber

Alberto Castro

Head of Centers of Excellence LATAM
Uber

4:20 pm - 4:30 pm Chairperson’s Wrap Up & Key Takeaways

4:30 pm - 4:30 pm Conference Concludes