Day Three - Main Conference March 9, 2017
08:30 AM - 09:00 AM Coffee & Registration
09:00 AM - 09:05 AM SSON Opening
THE BIG TALENT CONVERSATION!
09:10 AM - 09:50 AM Automation, Digitization and the Four Generation Workplace: How Can Shared Services Adapt to the Future WorkforceDeborah 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 WoodburnVP FiSS
Cindy GallagherSVP Global Controller
Vesta BovairManaging Director, Head of Global Services Operations
09:50 AM - 10:20 AM Inspiring a Global Team, Leveraging Talent and Enabling Technology – the Colgate-Palmolive JourneyTom 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
marketplace.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 GreeneCIO and Business Services Officer
LIVE BENCHMARKING PART THREE!
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
STREAMED SESSIONS BEGIN:
11:40 AM - 11:41 AM WHAT’S YOUR CHALLENGE?
11:41 AM - 12:10 PM Against All Odds: FLSmidth 3 Pillar Approach to Continuous AccountingJean 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 ClemsonUS Accounting Director
11:41 AM - 12:10 PM Delivering Decision Support through Data Analytics and Master Data ManagementJoe 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 PeriVice President & Chief Operations Officer
Ascension Ministry Service Center
11:41 AM - 12:10 PM Creating a Culture of Customer Experience ExcellenceTracey 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 RuffVP Global Business Services
11:41 AM - 12:10 PM Talent Management and HR ServicesLeigh 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 MangumVP Shared Operations
HCA HR Operations Center
11:41 AM - 12:10 PM From Paperless to Touchless: Chasing Excellence whilst processing 3.5 million invoicesNuno Guerreiro, Head of Business Administrative Processes, Sonae
Nuno GuerreiroHead of Business Administrative Processes
12:10 PM - 12:45 PM Making the Most of What You Have: Enabling Low-Cost Automation and Process ExcellenceCindy Pekrul, Vice President and Deputy Controller, Turner Broadcasting, Inc.
Cindy PekrulVice 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 ServicesVanesa 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 BuiVP , Finance Shared Service Center
12:10 PM - 12:45 PM Removing 1 Million Man-Hours through Process Simplification and DigitizationTodd Dooley, VP HR and Operations, H&R Block
Todd DooleyVP HR and Operations