Day Three - Main Conference March 9, 2017

08:30 AM - 09:00 AM Coffee & Registration

09:00 AM - 09:05 AM SSON Opening

09:05 AM - 09:10 AM Chairman’s Opening Day Three

Brad DeMent, Partner, ScottMadden


Brad DeMent



09:10 AM - 09:50 AM Automation, Digitization and the Four Generation Workplace: How Can Shared Services Adapt to the Future Workforce

Deborah Kops, Founder, Sourcing Change Philip Woodburn, VP FiSS, Schneider Electric , , Cindy Gallagher, SVP Global Controller, Discovery Communications Vesta Bovair, Managing Director, Head of Global Services Operations, Swiss Re

The shared service market is transforming right before our eyes - ignore it at your peril! Automation, Robotics, Digitization; these changes often suggest fewer FTEs, more judgment based activities and thus a whole different profile of (expensive) talent. Coupled with this, as baby-boomers continue to work longer and millennials progress their career, SSC leaders for the first time are finding themselves managing staff across multiple-generational divides. A perfect storm or an opportunity for true innovation? In this session we discuss:

  • How will automation impact the GBS workforce?
  • Gut or gigabytes: Should we really be making talent decisions based on data?
  • How can we exploit digital and mobile tools to result in a more global workforce?
  • How can we create a culture across multiple generations whilst still treating people as individuals?


Philip Woodburn

Schneider Electric

Deborah Kops

Sourcing Change

Cindy Gallagher

SVP Global Controller
Discovery Communications

Vesta Bovair

Managing Director, Head of Global Services Operations
Swiss Re

09:50 AM - 10:20 AM Inspiring a Global Team, Leveraging Talent and Enabling Technology – the Colgate-Palmolive Journey

Tom Greene, CIO and Business Services Officer, Colgate Palmolive

Colgate-Palmolive is a truly global company, with people, customers and global brands sold in more than 200 countries. The Company has three core values: Caring, Teamwork and Continuous Improvement. Aligning global teams against critical priorities is a must for winning in this global


In this session Tom talks about how, through staying highly connected with business functions they were able to create an innovative culture, and how integrating bespoke activities such as data-analytics, contract management and supply-chain logistics they were able to provide diverse career paths for their staff as well as increasing value to the company. He also touches upon the enabling technology that was crucial in their journey to global standardization and value-add.


Tom Greene

CIO and Business Services Officer
Colgate Palmolive


10:20 AM - 10:35 AM Comparing Your Journey against the North American Shared Services & Outsourcing Landscape

Integrating proprietary data from SSON’s 100K global membership and publically sourced data, SSON’s Global Analytics Centre Dart Institute has produced a visual analytics workbook of North American Shared Services & Outsourcing data. This session will interrogate the data live as you navigate the landscape of shared services & outsourcing in the US, with detailed findings on location, function, maturity, industry sector and city-level insights into graduate talent pools and average starting salaries across emerging and more saturated hotspots.

10:35 AM - 10:55 AM SSON Excellence Awards - #3, #4 and Practitioner of the Year

10:55 AM - 11:40 AM Morning Coffee and Networking Break



11:41 AM - 12:10 PM Against All Odds: FLSmidth 3 Pillar Approach to Continuous Accounting

Jean Clemson, US Accounting Director, FLSmidth

FLSmidth Finance team, turned around their function by putting the right people in the right roles, employed Continuous Accounting concepts and strengthened the relationship with their Shared Services group in less than a year. In the end, on-shore headcount had been reduced by 30% and customer satisfaction had significantly increased. These accomplishments were specifically driven by three pillars of improvement from the following areas:

  • Continuous Accounting – Moving tasks from monthly to weekly activities
  • Technology – Creating innovative Excel tools to streamline upload to the reporting software
  • Shortening the distance between on-shore and offshore teams by promoting the SSC within the organization


Jean Clemson

US Accounting Director

11:41 AM - 12:10 PM Delivering Decision Support through Data Analytics and Master Data Management

Joe Peri, Vice President & Chief Operations Officer, Ascension Ministry Service Center

Business strategy support, financial analysis, budgeting forecasting and management reporting; there is no end to the benefits you can provide your business if you get the data strategy right. This session discusses how you can create some amazing results by:

  • Enabling data accuracy: Ensuring you have reliable data
  • Integrating technology to enable faster results
  • Aligning with business lines to ensure your data strategy supports company vision


Joe Peri

Vice President & Chief Operations Officer
Ascension Ministry Service Center

11:41 AM - 12:10 PM Creating a Culture of Customer Experience Excellence

Tracey Ruff, VP Global Business Services, Viacom

As SSCs take on more frontend, business critical roles, the SSC will necessarily get closer to both the external and internal customer. This presents a perfect opportunity to re-examine your CEM strategy:

  • Tracking and improving CEM: KPIs, NPS and metrics
  • Empowering your staff to give better customer experience
  • Beyond cost savings: Rewarding and incentivizing staff to work better with customers
  • Customer journey mapping


Tracey Ruff

VP Global Business Services

11:41 AM - 12:10 PM Talent Management and HR Services

Leigh Mangum, VP Shared Operations, HCA HR Operations Center

On top of the usual costsaving and productivity gains, Express Scripts used the implementation of their HRSSC as an opportunity to revolutionize the way HR was viewed within the company. In this session Mike Koehler, VP HR, explains how he revolutionized the HR function into a fresh and dynamic operation that gave real value to the business, and ensured his internal customers and executive sponsors recognized it!


Leigh Mangum

VP Shared Operations
HCA HR Operations Center

Sponsored by: ScottMadden

11:41 AM - 12:10 PM From Paperless to Touchless: Chasing Excellence whilst processing 3.5 million invoices

Nuno Guerreiro, Head of Business Administrative Processes, Sonae
As Portugal's largest retailer, Sonae recieve approximately 3 million invoices from external suppliers and process approximately 500,000 internal invoices per year. This equates to processing almost 10,000 invoices daily! In this session their Head of Accounts Payable talks through their move to a paperless and touchless process without compromising on control. And the three strategic actions that allowed them to engender efficiency, visibility and accuracy


Nuno Guerreiro

Head of Business Administrative Processes

12:10 PM - 12:45 PM Making the Most of What You Have: Enabling Low-Cost Automation and Process Excellence

Cindy Pekrul, Vice President and Deputy Controller, Turner Broadcasting, Inc.
Adding value doesn’t necessarily equate to large scale technology investment. Like Turner, there are serious gains to be made by reexamining your existing resources to identify missed opportunities. In this session Cindy explains their step-by step process to doing just that:
• Engaging process excellence and process automation by leveraging existing ERPs and technology
• Developing your business case and gaining executive support
• Stronger controls, productivity gains and better decision support: Understanding Turner’s drivers and how they got there


Cindy Pekrul

Vice President and Deputy Controller
Turner Broadcasting, Inc.

12:10 PM - 12:45 PM Can You See the Tree for the Woods? Essential, Interactive Data Visualization

There is no point having the data if you can’t present it in the right way to the stakeholders that need it most. So, how should data be presented? Strategies to be discussed:

  • Using data visualization to ensure your leadership team gets the big picture
  • Integrating tools to assist in data visualization
  • Establishing how your stakeholders would prefer to view their data
  • Identifying areas for improvement or attention
  • Creating a ‘war-room’ using interactive data analytics and plotting your plan of attack

12:10 PM - 12:45 PM Digitization and CEM: Best of friends or Mortal Enemies?

In the race for continued productivity and automation, customer experience risks becoming the casualty. How do we ensure that customer engagement remains a priority as we implement selfservice, automation and bring in value-added services?

  • Involving your customers in the change management project
  • Communication, communication, communication: Demonstrating the value of your digitization project
  • Making digitization work for you: Apps, mobile devices and social media that can help with CEM

12:10 PM - 12:45 PM Hiring for the Future: Recruiting for Value- Added Shared Services

Vanesa Bui, VP , Finance Shared Service Center, MGM

A new type of adaptable and intelligent talent is now required as SSC’s and GBS expand their valueadded services. This session discusses how to create a talent roadmap to respond to how your SSC is changing and evaluates the skills you should consider when formulating your recruitment strategy


Vanesa Bui

VP , Finance Shared Service Center

12:10 PM - 12:45 PM Removing 1 Million Man-Hours through Process Simplification and Digitization

Todd Dooley, VP HR and Operations, H&R Block
Establishing a route to simplifying your processes – and executing it!
• Digitizing processes to improve customer experience and drive productivity
• Creating a culture of productivity: Methodologies, tools and change management


Todd Dooley

VP HR and Operations
H&R Block


Tim Westendorf

Senior Vice President, Group Head Financial Systems & Shared Services Strat

Jordane Elmassian

Vice President
Senior Business Leader at MasterCard, GBS Center

1:30 PM - 1:45 PM The Winner Takes It All Prize Giveaway

1:45 PM - 1:55 PM Chairman’s Close of Conference

Brad DeMent, Partner, ScottMadden


Brad DeMent


1:55 PM - 11:59 PM Closing Lunch