The success of a newly created or revamped shared services operation requires a crystal clear strategy, business case, change plan and the right culture mindset. SSON is pleased to deliver this 1-day complimentary event designed to bring back the fundamentals of shared services. The sessions will feature a how-to guide for setting up a new SSC, opening a center for a new function and taking your SSO to the next level.


2130 - 2200 US ET / 0930 – 1000 SGT
Go For Launch:  Roadmap from Business Case to Shared Services Success

The business case has been signed off and now the real work begins. How do you prioritize the actions needed to deliver the benefits that were committed to?  Avoid the planning and launching pitfalls by gaining insights from leaders who braved the battle ahead of you.  

In this session you will learn how to:

  • Examine strategies for roll-out, creating value-add services and building reliable compliance and controls
  • Explore strategies for implementation across functions and regions
  • Effectively deploy change management practices and process optimization approaches

2230 - 2300 US ET / 1030 – 1100 SGT
Winning Over Stakeholders From The Start

Being able to demonstrate the value and sell the benefits of shared services is a challenge unto itself. Faced with stakeholders who didn’t buy into the shared services business case and business units who are convinced service performance was better it was moved to Shared Services, it may feel like you’re facing an uphill battle as soon as you open your doors. 

In our interactive exchange we’ll explore how to:

  • Engage business unit leaders and sell the value of shared services
  • Develop a disciplined centralization and process improvement methodology
  • Establish customer centric and outcome focused metrics

0930 - 1000 US ET
The Shared Services Playbook 

Leveraging more than a decade of experience from the early days of Shared Services model adoption through globalization of services in both large enterprises and growing, mid-size organizations Chris will offer insights and advice on establishing a first-rate, business solutions delivery centre.  

In this fireside chat, we’ll explore:

  • Critical activities for design, implementation and stabilization
  • How technology and automation can fuel quality, productivity and customer experience
  • Essential recruiting and talent retention strategies
  • Constructing your service catalog – the path from basics to value added services
  • Measures that matter:  KPI’s, benchmarking and customer satisfaction
  • SSO model: regional, specialized (language), functional, proximately to customers
  • Building a process excellence and continuous improvement culture  

Chris Gunning, Global Functional Owner - CoE (Accounts & Commercial),
Apollo Tyres

1030 - 1100 US ET
The Hidden Cost of Non-Alignment Between Global Teams

Forming high performing teams is no small feat.  Add on additional factors such as being globally dispersed, having differing work ethics and, in same cases, having teams brought together through a contractual relationship. This session will offer valuable learnings on how to manage the cultural divide that impacts SSO/BPO/customer exchanges. Using role playing, we will examine real business cases many multinationals need to solve in leveraging operations as part of a global service delivery model.

In this session we’ll explore:

  • Six costs and outcomes from misalignment
  • How to examine the symptoms to identify when teams aren’t collaborating effectively
  • Ways cultural understanding can contribute to operational success

Ilse Kerling, Co-Founder, Global Business Academy and
 SSON Columnist

1130 - 1200 US ET
Branding Your SSO to Attract and Retain Talent

The widespread adoption of the Shared Services model has significantly grown the talent pool of candidates. However, it has also resulted in strong competition for that talent and the risk that skilled employees will ‘jump ship’ each time a new centre opens in the area. Cultivating a brand that attracts and retains the best talent is more essential than ever before. 

In this session, we’ll explore:

  • What message your job descriptions are communicating 
  • The deeper costs of turnover
  • How to measure the effectiveness of your recruiting practices


How do I join the online conference?

Register above using the form and your login will be emailed to you a week before the event. Your session access links and final agenda will be emailed to you one week prior to the conference.  

How much does it cost to attend?

The Shared Services 101 Digital Conference is completely free to attend. 

Where is it located?

This is an online conference, which means that it can be accessed anywhere in the world through a desktop, laptop, mobile device or tablet.  Audio and presentation viewing is accessed through an internet connection.

Can I access the slides post-event?

All presentations will be available after the conference via the on-demand recording link.   When presenters have also approved for their slides to be available for download they will be made available in the Resource List folder inside the session and also in the digital gift bag post-event.