March 11 - 14, 2019
Disney’s Coronado Spring Resort

Workshops & Master Classes Day One: Tuesday, March 12th, 2019

Interactive Workshops A-E

Workshop A

8:00 am - 10:00 am Shared Services 101: Setting Course For Success and Avoiding Possible Pitfalls
Courtney Jackson - Partner, ScottMadden
Jerred Crosby - Partner, ScottMadden
Trish Ferris - Partner, ScottMadden
A clear strategy, a detailed business case, a phased approach and a focus on customer experience are critical to the success of a new shared service operation. This workshop will delve into the must haves for shared service success and explore the most common implementation pitfalls to keep you ahead of the curve.

In this workshop, participants will:
• Discuss strategic approaches for obtaining corporate budget/funding
• Highlight the critical activities for design, implementation and operations stabilization
• Review the key technologies and automation available
• Review the common design and implementation pitfalls
• Pinpoint the practical change management techniques for an effective transformation


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Courtney Jackson

Partner
ScottMadden

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Jerred Crosby

Partner
ScottMadden

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Trish Ferris

Partner
ScottMadden

Workshop B

8:00 am - 10:00 am Building Next Generation HR Shared Services: 5 Steps to Creating & Delivering Higher Value Services
Kelvin Lovely - Senior HR Advisory Solution Consultant, ServiceNow
With the emergence and maturity of self-service, integrated services, intelligent automation and analytics, how does your HRSSO navigate this ever-changing landscape? Figuring out what deserves the most focus in the next 18 – 24 months, developing a strategic framework and successfully carrying out new initiatives will set the course for greater value, enhanced employee experience, competitive advantage and greater ROI. Your leadership will thank you!

In this workshop, participants will:
• Examine the top priorities of top performing HR SSOs
• Evaluate ways to stay current with customer needs and
desires
• Create a roadmap for the next 18 -24 months
• Develop a guide to start implementing self-service
options or refine those already in place
• Build a step-by-step strategy to fully automate HR processes


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Kelvin Lovely

Senior HR Advisory Solution Consultant
ServiceNow

Workshop C

8:00 am - 10:00 am Blockchain Implications & Benefits for F&A Processes
Gerard Dache - President, Government Blockchain Association
Business blockchains are being used today to help reinvent how transactions are managed. They can reduce the time and cost of almost any process, enabling near real-time operations. Business Blockchains deliver a high degree of accuracy and with significantly less risk than many alternatives. So, how can SSOs begin integrating blockchain capabilities into their organizations? Learning about blockchain technology basics, assessing how blockchain is an opportunity for SSOs, and outlining the first steps towards blockchain implementation are a good starting points.

In this workshop, participants will:
• Develop a clear understanding Blockchain 101 and the advantages of adding it to processes
• Examine where blockchain can have the most impact on end-to-end F&A processes
• Assess several use cases for blockchain and F&A processes
• Evaluate the limits of blockchain’s applicability within
F&A
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Gerard Dache

President
Government Blockchain Association

Workshop D

8:00 am - 10:00 am Roadmap for Your Frist 12 to 18 Months of RPA Implementation
Phil Searle - Founder & CEO, Chazey Partners
Craig Ackerman - Global Head, RPA, Chazey Partners
Robotic Process Automation can provide significant benefits to SSOs seeking to automate processes, increase productivity and free up hours to take on more value added work. So, how do you get started? What do you do once you have your first bot in place? What comes next? What trends do you need to be thinking about in this evolving area? This session is ideal for those who are launching, or have their first few bots and are looking to increase their supply.

In this workshop, participants will:
• Explore the most common goals of implementing RPA as well as the risks involved
• Discuss how to ‘sell’ RPA to stakeholders when launching and how to gain support for growing your program
• Dissect lessons learned from planning and implementation
• Examine how to select and assemble robots in a process with workflow and process orchestration
• Outline the trends you need to be aware of for the next 12 to 24 months


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Phil Searle

Founder & CEO
Chazey Partners

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Craig Ackerman

Global Head, RPA
Chazey Partners

While the ability to cut costs and achieve revenue growth will always be important, today’s leaders must exhibit skills sets way beyond a transactional executor. The current environment requires leaders to have cheetah-like speed and agility, to be a strategic visionary, to take calculated risks, and have the ability to break down silos while managing the change presented in geographic expansion. However, often leaders are reluctant to let go of what got them to their current state of success. For those leaders who make this expansion, the rewards are positive, their people grow, engagement increases, creativity emerges, and through greater alignment, more is achieved in
shorter time.

In this session, participants will:
• Discuss the shared services competencies required in an ever-changing environment
• Move from a management mentality to incorporate more complex leadership skills
• Receive proven strategies to sharpen people-related sills
• Receive a development plan to kick-start transformation efforts
• Move from doing to influencing in complexity, setting direction, creating a culture and building alignment


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Cindy Hannafey

Managing Director
UHY Advisors

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Michael Heilman

Senior Manager
UHY Advisors

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Brian Hawkins

Senior Manager
UHY Advisors

Interactive Workshops F-J

Workshop F

10:15 am - 12:15 pm Shared Services 2.0: The Next Frontier for Shared Services Operations
Trey Robinson - Partner, ScottMadden
Kim Davenport - Partner, ScottMadden
Honorio Padrón - Partner, Scott Madden
What’s next for maturing shared services operations? How do you add value within a manageable framework? Dive into next-generation concepts with this interactive session. Here, we will share strategies to add value to your organization by:
• Refining existing operations through end-to-end processes, governance, and cybersecurity
• Expanding beyond existing scope to new functions, customers, and geographies
• Innovating your organization through mobile applications, robotics process automation, artificial intelligence, analytics, and social media
• Inspiring your teams by engaging employees, motivating millennials, and developing new marketable skills


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Trey Robinson

Partner
ScottMadden

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Kim Davenport

Partner
ScottMadden

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Honorio Padrón

Partner
Scott Madden

Workshop G

10:15 am - 12:15 pm Continuous Improvement 2.0: Embedding Into the Fabric of Shared Services
Brent LaRoche - Principal, Operational Excellence, LSSMBB MBA, Agilify
Darin Munn - Automation Implementation Lead, Agilify
As shared services structures, technologies and processes continue to evolve at a rapid pace, traditional CI programs may no longer suffice. To keep pace with advancements in automation, RPA, Machine Learning and BPM-based CI, now is the time to reassess our current programs, metrics,strategies and methodologies. The idea of CI in the digital age does not mean that the core goal is different. Rather, the path we take to get there must match up to a new strategy and set of goals.

In this workshop, participants will:
• Discuss how and where Continuous Improvement fits into a successful IA program
• Understand how to identify processes for automation and their problem statements and risks
• Develop a roadmap with a supporting business case showcasing the value of your automation program
• Identify up and downstream processes from your process that are ripe for intelligent automation to ensure maximum success
• Understand the advantages that customers and associates can derive from the typical improvement benefits that automation can provide


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Brent LaRoche

Principal, Operational Excellence, LSSMBB MBA
Agilify

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Darin Munn

Automation Implementation Lead
Agilify

In this workshop participants will learn how to deploy design thinking in shared services.
o   What is design thinking – quick look at this methodology
o   How it is different from other problem solving methodologies?
o   What is a typical situation in shared services where design thinking can be applied?
o   How do we deploy design thinking in the organization?
o   What kind of training is required to implement this?
o   What are the real life examples/use cases where design thinking can be used?


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Madhukar Tata

Strategic Business Practice Head, Business Transformation Services
Infosys BPM

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SL Sasee Reka

Head - Learning and Development Manufacturing & Consulting
Infosys Limited

Workshop I

10:15 am - 12:15 pm Beyond Implementation: Taking Your RPA Program to New Heights
Mark Davison - Global Partner, Robotic Process and Cognitive Automation, ISG
Scott Furlong - Partner, Information Services Group (ISG)
One bot is live, but you want multiple bots with the same status. It is time to reflect on what worked, what didn't work, what ROI the implementation provided, how future implementation might change
governance structures and what technologies might be disrupting SSOs next.

In this workshop, participants will:
• Explore cases of top performing RPA implementation in SSOs
• Hear what’s next for organizations that have made it through pilot and
implementation
• Discuss expansion plans for multiple bot deployment
• Review the different projects a robot can perform and what should be prioritized
• Learn what future cycles might look like in a world with multiple bots deployed
• Review the technologies that will be disrupting shared services organizations in the next 18 – 24 months


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Mark Davison

Global Partner, Robotic Process and Cognitive Automation
ISG

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Scott Furlong

Partner
Information Services Group (ISG)

Workshop J

10:15 am - 12:15 pm Building End-to-End Process Management, Governance & Ownership
Kane Peschl - Robotic Solutions Specialist, Redwood Solutions
Aaron Veach - Sr. Robotic Solution Specialist, Redwood Software Inc.
End-to-end process management integrates a company’s business activities to match the way external parties (customers, vendors, regulators) experience the company. This drives efficiency, fuels market-based innovation and facilitates collaborative problem solving. As transformational technologies provide new leverage for standard systems and shared service operations, end-to-end process governance provides a powerful means to integrate technology with the organization’s business objectives.

In this workshop participants will:
• Review the design of an end-to-end process management approach
• Build end-to-end process management
• Structure governance models to drive operational performance improvements in business


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Kane Peschl

Robotic Solutions Specialist
Redwood Solutions

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Aaron Veach

Sr. Robotic Solution Specialist
Redwood Software Inc.

Fraud scams are growing both in frequency and in sophistication. The 2018 survey from the Association of Certified Fraud Examiners shows an estimated 5 percent of corporate revenues are lost to fraud scams annually. To protect your company’s revenue, you need to be able to monitor for financial, reputation, compliance and geopolitical risks. During this MasterClass, attendees will learn how to improve supplier relationships, reduce fraud and risk, and drive strategic programs with the best possible vendor master data achieved through automated data scrubbing and enrichment, supplier self-service, and continuous monitoring. 
 
In this session, will explore how you can:
• Manage these risks with intelligent technologies
• Consolidate and analyze previously incompatible information from all your procure-to-pay platforms, commercial or homegrown
• Proactively detect, analyze and prevent issues before they lead to
costly losses.


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Joni Geurts

Accounts Payable Manager
JetBlue Airways

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Danny Thompson

SVP, Market and Product Strategy
Apex Analytix

11:00 am - 12:30 pm Main Conference Registration Opens & Networking

12:30 pm - 12:40 pm SSON Opening Remarks

12:40 pm - 12:50 pm Opening Remarks from the Chairperson

Brad DeMent - Partner, ScottMadden


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Brad DeMent

Partner
ScottMadden

Does it seem that every company is going through a transformation? There is no doubt that we are living in an increasingly transformative period, classified as the age of acceleration. This acceleration is illustrated by massive disruption happening at high velocity to our traditional business practices. It is an age in which entire industries are being reshaped with routine business models being rendered useless in favor of more agile people, plans and processes. It’s a period where the premium for more innovative and effective shared services operating model design and execution has never been more important.
Let’s talk about how transformation can actually be the catalyst to finallymove your SSC to multi-functional, or your multi-functional SSC to a
GBS or your GBS into a truly valued business partner. We’ll explore
specific examples of what to do (or not do) during transformation with
guidance on how to leverage new knowledge, processes, practices and
talent. Don’t miss this lively keynote panel to hear how several SSOs are capitalizing on their organization’s transformation.


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Suzanne Leopoldi-Nichols

President of Global Business Services
UPS

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Steven Jo

COO, Transformation Office
Silicon Valley Bank

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Kamila Grembowicz

SVP, Global Business Services
Adidas Group

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Krishna Nacha

Head of Global Business Services (BPO - FAO, KPO, Procurement, LPO)
Wipro Limited

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Cathy Bilotta

Director, Strategic Initiatives, GBS
Raytheon

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Christof Fahr

VP & Program Lead
Siemens

1:30 pm - 2:00 pm Is Blockchain Ready to Handle our Financial Processes? A Luxury Brand's Proof-of-Concept to Intercompany Accounting

Brad DeMent - Partner ScottMadden
VP Global Process Solutions - Global, Luxury Products Brand
 
We’ve all heard that blockchain is going to revolutionize the way we run our finance and supply chain processes.  So, is the revolution here?….or will we be settling in for a long wait? Our Luxury Products company conducted a proof-of-concept to determine if the benefits of electronic contracts and immutable history would rise above the capabilities of seemingly simpler automation that has been around for years?  We used the Intercompany Accounting process as our test case to learn more about blockchain technology and determine if we should invest now, or wait a while for the maturity curve to develop.  This session will explore the benefits and challenges of applying blockchain technology to real financial processes, and review the lessons we learned along the way.


VP Global Process Solutions

Global
Luxury Products Brand

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Brad DeMent

Partner
ScottMadden

2:00 pm - 2:30 pm FIRESIDE CHAT INTERVIEW: Robotic Process Automation State-of-the-Union: Where We Are and Where We Are Heading

Wade Burgess - EVP, Sales Automation Anywhere
Charles Morgan - VP, Finance Shared Services, Aetna
RPA is now mainstream - by 2021 the market will reach $2.9 billion dollars. This does not mean that every organization has scaled RPA fully or that some have even started on their journey towards RPA implementation. However, what it does signify, is that there are plenty of lessons learned and numerous burning questions. What is the provider community doing to keep up with demand? How are they scaling up? How are they building in AI components into current offerings and how will this impact SSOs who are down the path with RPA? What does their innovation roadmap look like? How does it differentiate from a BPO? Acquisitions and IPO - how will they keep up with new demand and maintain a level of customer service? What are the innovative RPA org. models being developed within SSOs? This fireside chat will explore the biggest successes and the largest lessons learned from RPA implantation and what the future holds for our industry.


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Wade Burgess

EVP, Sales
Automation Anywhere

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Charles Morgan

VP, Finance Shared Services
Aetna

2:30 pm - 3:10 pm Networking Break and Demo Drive

Concurrent Track Sessions Begin

Time, resources and benefits will be at the core of a leader’s decision to launch a SSO, because one must be able to connect the dots across the organization. What needs to prioritized to ‘make the sale’ in order to avoid failure to launch is essential.

In this session, participants will:
• Examine strategies for roll-out, creating value-add services, and creating better controls through multiple business units
• Explore strategies for implementation across function and regions
• Outline ways to build basic road maps, change management practices, savings plans, risk management plans, agility practices, and processes to achieve an SSO within 18 months


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David Bedard

SVP, Finance Service Organization
New York Life

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Charles Morgan

VP, Finance Shared Services
Aetna

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Julie Harbert

VP, Shared Services
Entergy

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Ryan Cutright

RVP, Enterprise Sales
Tradeshift

Disconnected. Isolated. These are not words that should be associated with escalation management in an SSO. Avoiding issues and conflicts starts with governance. So, what can be done to make sure there is clarity at the operational, management and strategic levels?

In this session, participants will:
  • Review various SSO governance roles, standards, rules, responsibilities and power structures
  • Outline new strategies to align initiatives and create a value chain as a beacon for process management
  • Explore strategies to become a more agile organization amidst changes
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Ken Somers

VP & Head of Strategy and Governance - Enterprise Shared Services at
XL Catlin

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Chad Keenen

Director of Shared Services
Corning Incorporated

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Tom Nesteruk

VP, HR Shared Services
AdventHealth

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Geoffrey Long

VP, Global Shared Services
Laureate International Universities

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Kari Lamont

Senior Director, Central Capabilities
McCormick & Company

MATURING

3:10 pm - 3:50 pm Delivering Multi-Functional Shared Services: Agility & Customer Value as Growth Enablers
Erin Champlin - VP, Global Services & Enterprise Transformation, Johnson & Johnson
At J&J, they are building agility, accountability and excellent service to deliver healthcare to one billion patients, customers and consumers every day.

This requires the highest levels of operational agility,
accountability, and excellence in execution.

In this session, participants will:
• Explore how the world’s largest and most diversified healthcare company is transforming its approach in order to deliver multifunctional services.
• Pave the way for transformation and establish a global shared services organization
• Identify how to support employees to embrace new ways of working
• Evaluate ways to adapt to market dynamics
• Dissect what value J&Js new model is delivering for its businesses, its 130,000 employees and its customers around the world
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Erin Champlin

VP, Global Services & Enterprise Transformation
Johnson & Johnson

SHARED SERVICES ESSENTIALS

3:10 pm - 3:50 pm No Mandate, No Problem! Driving a Successful Shared in an Opt-In Environment
David Evangelista - SVP & General Manager, McKesson
Amy Burns - VP, Six Sigma, McKesson
Being able to demonstrate the value and sell the benefits of shared services is a challenge unto itself. Now, consider what it takes to have success in driving a shared services strategy in an opt-in environment.

In this session, participants will explore how to:
• Engage business unit leaders and sell the value of shared services
• Develop a disciplined centralization and process improvement methodology
• Leverage third parties effectively
• Establish key metrics and consistently upgrade them

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David Evangelista

SVP & General Manager
McKesson

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Amy Burns

VP, Six Sigma
McKesson

Digitalizing and automating processes is the new normal for SSOs looking to add value and maintain a competitive edge in this 4th Industrial Revolution. Well beyond the proof of concept of RPA, we are focused now on scaling up, enhancing the CX and layering in AI to take RPA to new heights. We're even starting to see use cases of Machine Learning & Cognitive Automation in shared services. In this session, participants will:
  • Hear how several SSOs are applying RPA, AI and other forms of advanced automation to SS processes
  • Compare examples of where tech implementation fails and succeeds
  • Examine where SSOs benefit the most quickly and obtain the greatest ROI
  • Overcome resistance to change and gain buy-in


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Mark Etwaru

Digital Transformation Leader
Estee Lauder

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Jeff Machols

VP, Head of Continuous Improvement
Voya

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Tracy Colosimo

Director-Optimization Services
Gap Inc.

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Jose Ordinas Lewis

Head Robotic Automation Center
Swiss Re

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Tema Mueller

Vice President Sales-Leading Digital Transformation
UiPath

HR VISION

3:10 pm - 3:50 pm HR Your Way! Leveraging the Power of Personalization to Drive a Digital HR Transformation
Melissa Friedman - Director HR Portal & Content, MGM Resorts International
Welcome to the consumerization of HR service delivery. New strategies are needed to reach and truly engage the current and up-and-coming workforce. Especially when tech is at the forefront of everyday interaction for customers. In today's digital environment, Shared Services has a huge opportunity to evolve the HR service delivery model and build capabilities among the team!
In this session, participants will:
  • Learn where and how to start a digital HR journey
  • Bring together social, mobile, analytics and cloud (SMAC) technologies to radically transform the employee experience
  • Receive examples of personalized service delivery
  • Balance high tech and high touch
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Melissa Friedman

Director HR Portal & Content
MGM Resorts International

Business services offerings have been evolving to extend beyond the transactions into expertise-based processes. This evolution underscores the necessity of building business services delivery models comprehensively across end-to-end business processes. Today's most successful companies are utilizing Business Services to deploy crossfunctional competencies which drive innovation within and outside of Business Services and to help drive transformative strategy through holistic, outcome-based governance structures. A leading example lies in how organizations are increasingly looking to business services to define and implement enterprise data strategies which in turn enables them to provide analytical services to the broader business while deploying intelligent automation, cloud and other digital technologies in doing so.


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Kamila Grembowicz

SVP, Global Business Services
Adidas Group

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Viral Chhaya

Director - Global Business Solutions
General Motors

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Daniel Davidson

VP of Finance Shared Services
Equifax

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Alicia Kuhn

Shared Services & Outsourcing Advisory
KPMG

Group 2

PLANNING & LAUNCHING

3:55 pm - 4:35 pm View on the Location Paradox: From Setup to Maintenance
Sue Brauer - VP, Strategy & Transformation, Finance Operations, Pearson
Cost has been the primary measure of value in location decisions. However, the evolving political scene and impending tax regulations are changing the strategies that SSOs focus on when doing their due diligence. Location must be a competitive, environmental, cultural, and operational fit.
In this session, participants will:
  • Discover the hot and new locations and whey the are gaining in popularity
  • Examine why several SSO chose their location and the criteria used to make the decision
  • Evaluate the role that operating conditions, talent availability, sustainability, access and physical infrastructure can play in decision making
  • Identify hurdles, challenges and opportunities of immersing yourself in a different market and with different players
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Sue Brauer

VP, Strategy & Transformation, Finance Operations
Pearson

EVOLVING

3:55 pm - 4:35 pm How We Can Use Theory of Constraints in a Shared Services Environment
Yazdi Bagli - SVP, Global Business Services, Walmart
Theory of constraints (ToC) was made famous by Eli Goldratt’s book, The Goal, since the 1990's. ToC has been used to drive FLOW in many
domains such as manufacturing plants, supply chain and large projects.

In this session, participants will learn how to use ToC practices to drive breakthrough results in shared services.
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Yazdi Bagli

SVP, Global Business Services
Walmart

Provide solutions towards cost reduction and profit optimization. This has been the traditional role of the BPO. Now, BPOs are providing assistance by understanding big data, analytics, cloud computing options and cost savings, enhanced automated systems, and providing even more elevated customer experience support

In this session, participants will:
• Examine how BPOs are leveraging technology to meet the needs of
their clients
• Explore how SSOs are redefining their relationships with their BPO provider
• Identify what BPO 2.0 will look like
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Michael Konstas

VP, Finance Shared Services
American Express Global Travel Business

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Shadi Rezvan

Senior Manager Shared Services & Transformation
Twitter

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Mandy Richards

Director of Continuous Improvement
BBA Aviation

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Steven Jo

COO, Transformation Office
Silicon Valley Bank

Interested in what your peers are doing to sell more services? How they are combating a fear of job loss by adding more opportunities to create value in SS? This session will present ways to serve your customers outside of the traditional Finance, HR and other areas. By adding innovative, higher value and knowledge based processes like those seen in sales and marketing, strategic sourcing, real estate and analytics - SSOs can create greater value, increase employee engagement contribute to enterprise wide decision support.

In this session, participants will choose a roundtable of choice and engage in discussion for expanding scope, where and when it makes sense.

Roundtable A: Strategic Sourcing Qiana Levy, Head of Global Procurement and Strategic Sourcing, Learfield

Roundtable B: Real Estate & Facilities Management Michael Frankel, Executive Director and Head of GBS, Amgen

Roundtable C: Financial Planning And Analysis Marianela Urgelles, Shared Services Director, Intel

Roundtable D: Legal Operations Jennifer Suarez Jankes, Director and Associate General Counsel, Citi Tampa 

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Qiana Levy

Head of Global Procurement/Strategic Sourcing
Learfield

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Marianela Urgelles

Shared Service Center Director
Intel Corporation

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Michael Frankel

Executive Director and Head of GBS
Independent

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Jennifer Suarez Jankes

Director and Associate General Counsel
Citi Tampa

By going broader than just RPA companies today are extending the creative problem-solving capabilities and productivity of human beings to deliver superior business outcomes. In this session, participants will:
  • Hear how several companies are scaling their automation journey
  • Examine how these companies are measuring and delivering outcomes through application of analytics
  • Overcome resistance to change and gain internal buy-in
  • Establish processes and governance to manage and mitigate risk across multiple lines of business
  • Compare examples of where establishing an Automation CoE aided in speed of implementation


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Mariesa Coughanour

Senior Director for Intelligent Automation
Cognizant

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Clemmie Malley

Enterprise Automation COE Lead
NEXTEra Energy

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Chris Miller

Head of Robotics
John Hancock

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Yatima Kapil

AVP, Digital Automation
MetLife

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Jason Yamamoto

Automation Lead, Finance Data Services
MGM Resorts

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Deborah Murphy

Continuous Improvement Executive
US Bank

So many HR organizations are either evaluating or implementing cloud based apps for the massive benefits of simplification, enhanced employee experience and cost reduction. Yet, cloudbased systems also bring a host of challenges. In this session, participants will:
  • Highlight the opportunities and challenges of cloud-based HR systems
  • Learn the best way to implement SaaS to meet business needs
  • Ensure widespread adoption by employees
  • Mitigate concerns with IT and security issues
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Douglas Becker

Director, HR Technology
Trinity Health

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Treye Elzenga

Director, Employee Service Center
Albertsons

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Caroline Jecko-Parkes

Former VP, Global HR Shared Services
United Technologies

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Linette Ruess

VP, HR Operations
US Acute Care Solutions

As customer expectations and behaviors have caused seismic shifts across entire industries and business models, companies have enhanced their focus on customer experience through front, middle and back office processes. How are business services utilizing traditional Customer Experience (CX) tools - e.g. journey mapping, design thinking - to achieve a consistent and seamless experience across all of the touchpoints with both internal and external customers? How are business services partnering with internal customers to ensure the end-to-end process addresses external customer needs?

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Suzanne Leopoldi-Nichols

President of Global Business Services
UPS

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Rodney Bergman

SVP Global Business Services
Celestica

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Nicolas Heldmann

SVP, Digital Business Services
OpenText

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Teri Robinson

Managing Director
KPMG

Group 3

PLANNING & LAUNCHING

4:40 pm - 5:20 pm Transformative Change Management
Dan Melchior - VP - Global Enablement: Process & Capabilities, McCormick
A strong culture knows what the priorities and values are and lives by them. However, priorities and values sometimes need to change with the times. This can be even more challenging when you have a multifunction organization.

In this session, participants will:
• Examine ways to get buy-in from leadership and other teams to start the change process
• Explore structures and procedures needed to support the changes required
• Outline timelines and processes which are the most important when implementing change
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Dan Melchior

VP - Global Enablement: Process & Capabilities
McCormick

EVOLVING

4:40 pm - 5:20 pm Moving Farther Along the Value Continuum: How to Grow Your SSO from Single to Multi-Function
Todd Blevins - VP, Shared Services, UL
As organizations become more complex the need to cross collaborate and leverage resources becomes even more important. This is especially true when evolving from a single function to a multi-function SSO.

In this session, participants will:
  • Explore ways to reduce complexity and respond faster through collaboration
  • Dissect ways to further distinguish between commodity and strategic services
  • Outline how to create economies of scale when developing new connections
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Todd Blevins

VP, Shared Services
UL

MATURING

4:40 pm - 5:20 pm How to Drive Successful 10X Digital Transformation at Low Cost By Using Winning Ecosystems
Tony Saldanha - Former VP IT & GBS, Procter & Gamble
Digital transformation is an opportunity of historic proportions in the context of the Fourth Industrial Revolution. Unfortunately, tactical issues such as the lack of resources and time seem to get in the way of leaders who are determined to drive change. This gap between intent and action continues to be as wide as ever. Tony Saldanha, a change leader and author with over three decades of experience, shares practical guidance from having successful driven transformation at extremely low cost at Procter and Gamble’s best-in-class Global Business Services (GBS), among other Fortune 100 organizations. In this session participants will:

• Discover why digital transformations fail and what you can do about it
• Ensure that time and money are not on the critical path
• Review real-life success stories of 10X digital transformations in shared services
• Bridge the gap between successful pilot testing and deployment at scale
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Tony Saldanha

Former VP IT & GBS
Procter & Gamble

SHARED SERVICES ESSENTIALS

4:40 pm - 5:20 pm Making the Leap From Shared Services to Global Business Services
Rolando Alvarez - Global Business Services Latin America Leader, Kimberly-Clark
Many organizations are building their SSOs out, with the end goal of becoming a GBS organization. However, very few make it to full maturity. In this session, participants will:
  • Explore three stages of GBS evolution - from functional transactional excellence, to business service excellence, and to enterprise strategic enablement
  • Examine what capabilities make a GBS world-class
  • Outline how to successfully move your organizations from a mature SSO to a GBS
  • Evaluate the most recent challenges that face GBS organizations and how to overcome them

Victor Susman, Senior Director, GBS, Kimberly-Clark
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Rolando Alvarez

Global Business Services Latin America Leader
Kimberly-Clark

DISRUPTIVE TECH

4:40 pm - 5:20 pm What Piloting Machine Learning Means for Shared Services
Jeff Springer - Manager, Procure to Pay Initiatives, Ascension Ministry Service Center
When combined together, AI and RPA create machine learning that has the ability to boost efficiency, improve productivity, provide essential analytics, and free up human work-force time to focus on value-adding activities like analysis, planning and decision making. 
During this session, participants will: 
· Hear how machine learning is driving continuous optimization and reinvention in SSOs 
·         Understanding how to choose the right use-case and how it evolves
· Get an inside look at real world machine learning challenges and solutions
· Learn how to build the right governance that can deliver complex technology and data for machine learning solutions
· Discover the pitfalls in a multi-year initiative to bring a cognitive solution to light in your SSO
 
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Jeff Springer

Manager, Procure to Pay Initiatives
Ascension Ministry Service Center

HR VISION

4:40 pm - 5:20 pm Boosting HR Shared Services Results with Data Analytics
Tom Nesteruk - VP, HR Shared Services, AdventHealth
AI is changing the way work is being designed, completed and thought about – from recruiting, to employee management, to redeployment, to payroll, and even retirement. It’s touching it all.
In this session, participants will:
• Explore how IA is and will change the way SSOs are looking at hireto-
retire
• Examine what SSOs need to know now to prepare for the future
• Hear how to use algorithms to find, recruit, engage, hire and retain
talent better and faster than ever before
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Tom Nesteruk

VP, HR Shared Services
AdventHealth

5:25 pm - 5:55 pm PLENARY: 1300% Increase in Cyber Attacks: Leverage Shared Services to Protect Your Operation

Ryan Loy - Chief Information Officer, EBSCO
A few years ago, cyber attacks were considered a ‘national emergency’. Not much has changed. Interestingly, the current administration suggested that shared services can be leveraged to help address some of the unique challenges faced by agencies, and communities that can lag behind in terms of cybersecurity capabilities. This plenary will explore strategies to improve cybersecurity in SSOs, what processes need to be in place, what data needs to be protected, how to create the infrastructure and foundation to protect it, how GDPR will change the way you are protecting your data, and strategies for avoiding fraud and phishing.
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Ryan Loy

Chief Information Officer
EBSCO

Global business services are put into place to help optimize E2E processes, create stronger frameworks and governance, deliver expanded value through multiple functional areas and enable speed and agility at scale. The model is proving successful for many, but for some centralized groups, the model is introducing greater organizational complexity without better performance. This panel will explore the reasons organizations have chosen to deconstruct their global business services or reconstruct them as pressures, drivers and needs have changed for their organization. Further discussion will be had on why and how the change is happening, and what the future value proposition and operating model is for GBS organizations.


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Tony Padilla

Director, Enterprise Services & Integration
The Boeing Company

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Rodney Bergman

SVP Global Business Services
Celestica

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David Naismith

Senior Director, Strategy & Operations - Employee Services
Cisco

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Benjamin Greenberg

Director, Global Business Services
General Motors

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Anita Karlsson-Dion

VP, Cognitive Processes
IBM

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Ginelle Julien

VP, Global Services Service Excellence and Experience
Johnson & Johnson

6:35 pm - 7:35 pm SSOW Welcome Reception