Main Conference Day Two: Wednesday, 21st March 2018


8:30 AM - 8:40 AM SSON Opening Remarks

Heather King, Divisional Director, SSON North America


Heather King

Divisional Director
SSON North America

8:40 AM - 8:50 AM Chairman’s Opening Day Two

Brad DeMent, Partner, ScottMadden, Inc.


Brad DeMent

ScottMadden, Inc.

8:50 AM - 9:30 AM KEYNOTE: DELIGHTING YOUR CUSTOMERS: Applying Customer First Strategies to the Back Office

Nick Webb, CEO, Futurist
Every year, new data comes out that indicates customer experience is more important than ever. According to Forrester 72% of businesses say that improving their CX is a top priority whilst a study from New Voice Media shows that companies lose more than $62 billion due to poor customer service. Unsurprisingly, most advanced CX strategies originate in the front office however more often than not they fail to permeate through to the SSC. Good CX can help drive your SSC up the maturity curve, increase productivity and collaboration and retain talent, so how do you go about it? This session takes B2C customer experience and demonstrates how you can use it to create surprising service and seamless omni-channel customer experience in the back office.


Nick Webb


9:30 AM - 10:10 AM How Intelligent Automation Turns Shared Services into a Revenue Vehicle for the Business

Cost and speed are important KPIs for shared services, and Intelligent Automation – the combination of RPA and AI-powered cognitive automation – is a proven way to significantly improve them. But top shared services teams are reaching for a higher goal than just reducing manual work: new revenue. A senior executive from a top enterprise will share the company’s experience and vision for leveraging Intelligent Automation to not only give hours back to the business but also create platforms for increasing revenue.

Sponsored by: Workfusion

10:10 AM - 10:40 AM CASE STUDY: Scaling for Global Process Automation – the Manulife Story

Sheldon Foster, Global Manager, Global Process Automation, Michael Angelo Brant, Director, Technology Program Management, Manulife


Sheldon Foster

Global Manager, Global Process Automation

Michael Angelo Brant

Director, Technology Program Management

Sponsored by: Softomotive


Head to the hall and meet dozens of your next potential partners! And, get a signed copy of Nick Webb's book!


During this part of the summit, delegates will be sorted into groups of 10-15 to take part in Interactive Discussions around the topics below.
Delegates will get the opportunity to select three topics and will rotate between their choices every 30 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions, ensuring a perfectly tailored experience.

Rotation One: 11:20 - 11:50 | Rotation Two: 11:55 - 12:25 | Rotation Three: 12:30 - 1:00


0:00 AM - 0:00 AM Developing an RPA Center of Excellence

  • Getting the right Robotics CoE organizational structure
  • Allocating roles, responsibilities and reporting lines
  • Collaboration with IT architecture, infrastructure, security and change management

Sponsored by: ISG -Information Service Group


0:00 AM - 0:00 AM Managing Change Fatigue

Paul Slovin, Executive Director, Shared Services, YMCA
  • Combating unfocused, uninspired and unsuccessful change management projects
  • Scheduling progress reviews to combat resistance, loss of focus and ensure sustainability
  • Building momentum through quick wins
  • Adding excitement


Paul Slovin

Executive Director, Shared Services


0:00 AM - 0:00 AM Is Your Talent Ready for Digital?

  • Assessing your skills gap
  • Upskilling existing staff with digital
  • Taking a digital approach to encouraging skills adoption: Gamification and collaborative tools accelerate learning
  • Assessing human-to-machine workflows


0:00 AM - 0:00 AM Business Critical Succession Planning

Jean Milian, VP, Enterprise Business Services, Assurant
  • Identifying your top 20% high performers
  • Using competency planning to identify what skills you need
  • Developing a plan to manage skills gaps
  • Assessing current and future needs based on business goals and objectives


Jean Milian

VP, Enterprise Business Services


0:00 AM - 0:00 AM Jumpstart Digital Transformation through Travel & Expense Management

Sankara Viswanathan, CIO and SVP, Business Services, Day and Zimmerman
  • Empowering employees to make good spending decisions
  • Meeting the travel and technology expectations of millennials
  • Creating seamless online and mobile booking experiences
  • Proactively managing T&E spending before it happens


Sankara Viswanathan

CIO and SVP, Business Services
Day and Zimmerman

Sponsored by: Concur


0:00 AM - 0:00 AM Tackling the Challenge of Process Variations

Ivan Seselj, CEO, Promapp
  • Owning and operating change management initiatives
  • Ensuring process ownership discipline
  • Creating and sustaining engagement with your process teams and owners


Ivan Seselj



0:00 AM - 0:00 AM Beware the Bot! Security and Disaster Recovery in RPA

  • Future proofing your RPA workforce
  • How to ensure your customer and employee data is secure
  • Locking in system weakness
  • Regression Testing
  • Best practice authentication?


0:00 AM - 0:00 AM RPA a Game Changer - and a Quick Fix

The idea of Robotics as a gamechanging, transformational technology is welldiscussed, however this can create the perception that RPA is a massive undertaking, requiring extensive planning and years of implementation to achieve the benefits.
In fact, RPA is ideally suited for rapid deployment and immediate quantifiable savings - this roundtable discusses how you can achieve just that.

Sponsored by: Workfusion


0:00 AM - 0:00 AM Creating an SSC Brand to Attract and Retain Talent

Manny Korakis, CAO, American Express Global Business Travel
  • Creating a brand with meaning and purpose
  • Is your brand millennial friendly?
  • Building a brand to enhance retention and getting your employees to live it!

Manny Korakis

American Express Global Business Travel

IDT 10

0:00 AM - 0:00 AM Creating Bite Size Process Excellence Projects

  • Testing parts of process for errors before committing to a full project
  • Creating quick, sustainable wins and pulling in the right project team
  • Using data analytics to establish precise areas for improvement

IDT 11

0:00 AM - 0:00 AM What Would Your Customers Say About You?

  • Balancing delighting customers with cost concerns
  • Taking a proactive stance to CEM: Empowering staff whilst maintaining governance
  • Creating a customer first culture
  • Establishing trust by acting on customer feedback

IDT 12

0:00 AM - 0:00 AM Intelligent Automation Reality Check: What is the Real Cost of IA?

  • Calculating return on investment for RPA including: Labor, Time to Implement and Technology
  • What to factor in to your budget
  • Getting buy-in for the investment and tips to get the best and quickest return

IDT 13

0:00 AM - 0:00 AM Do You Know What to do With All Your Data?

Shivani Bhatia, Senior Director, Business Systems Transformation, McGraw-Hill Education
  • Too much data? Avoiding analysis paralysis
  • Identifying which data is most useful to your businesses
  • Can´t see the wood for the trees? Data visualization methods

Shivani Bhatia

Senior Director, Business Systems Transformation
McGraw-Hill Education

IDT 14

0:00 AM - 0:00 AM Designing Meaningful Metrics for Your SSC

  • Ensuring team targets match business targets
  • What does good look like: What should you be benchmarking against?
  • Cost per invoice, Days Sales Outstanding, Attrition, Invoices Processed: Base-level metrics you can´t neglect

IDT 15

0:00 AM - 0:00 AM GB Yes or GB No? Is Global Business Services Delivering on its Promise

Alexander Hoy, VP Finance, Head of NA Finance Services, Lonza
  • Local expertise or global standardization: Is GBS the right model for you?
  • Why are some organizations choosing to retreat from GBS?
  • Onshore, offshore, captive, outsourced: How to ensure you chose the right balance before setting off?

Alexander Hoy

VP Finance, Head of NA Finance Services

IDT 16

0:00 AM - 0:00 AM The New Location Paradox

  • Cost or Talent: What factors should influence your next location decision?
  • Is automation making SSCs location agnostic?
  • Offshore, Nearshore or Next Door: Why are so many SSCs choosing to set up in their HQ?

IDT 17

0:00 AM - 0:00 AM Digital Transformation of Finance Operations starts with Robotics

Learn what is driving organizations to implement intelligent automation as they begin their digital transformation journey
  • Hear how ‘Finance Focused’ bots help organizations not only eliminate manual efforts but also enhance controls, transparency and governance
  • Find out how organizations are accelerating robotic deployment while addressing governance and control issues related to intelligent automation

Sponsored by: Redwood

IDT 18

0:00 AM - 0:00 AM Maximizing RPA Business Value : Tips for the Entire Journey

  • How today’s organizations should approach RPA
  • Thinking beyond software licenses to maximize return
  • Best Practices for each phase in the process
  • Tips for moving from a POC to the next stage

Sponsored by: Symphony Ventures


Grab a friend (old or new) and sit down for a lunch break!

Functional Fast Tracks Begin – 10 Minutes to Move To Your Track!

F&A Transformation

2:05 PM - 2:45 PM Unleash Your Cash Acceleration Potential through Spend Analytics

One of the key benefits of having a GBS model is visibility across the enterprise that just wasn’t possible before.
Top Global Business Services´ have been using this visibility to save and generate cash through careful analysis of processes, technology and the organization. Hear how leading GBS´ has saved …… through just this process.

Sponsored by: WNS North America, Inc.

HR Vision

2:05 PM - 2:45 PM Creating a Seamless End-to- End Employee Experience

Mehdi Bhagat, HR Service Center Lead, Americas, Microsoft
Since setting up their HRSSC in 2015, Microsoft have been focused on driving value for the company by creating a seamless end-to-end employee experience.

In this session HR Center Lead Mehdi Bhagat discusses:
  • Driving employee experience through onboarding
  • Changing KPIs and using the right technology
  • Making and keeping employees as fans of the company (even after they’ve left)
  • Key competencies to look for when hiring for HRSSC with a focus on experience

Mehdi Bhagat

HR Service Center Lead, Americas

Multi-Function Transformation

2:05 PM - 2:45 PM The Bots are Here. Is Your Organization Ready to Welcome Them?

Adopting RPA as the way forward has become the norm in the shared services industry. But implementing an RPA program successfully requires more than just investments and management consensus. An RPA program is as much an organizational overhaul as it is a technological transformation.

In this session, you will learn to answer questions like:
  • Does your organization have the expertise and talent requirements for an RPA program?
  • - How do you engage your key stakeholders and enhance organizational governance for your RPA program?
  • - What are the common roadblocks to avoid when implementing an RPA program?

Sponsored by: Deloitte

Sourcing & Supplier Relationship Management

2:05 PM - 2:45 PM How Digital is Your BPO Contract?

Eric Parks, Senior Director, CVS Health
Whether you´re in a long term outsourcing contract or considering how to proceed, it is vital that your contract responds to the direction of the industry and gives you digital capability should you need it:

  • Re-negotiating your BPO contract to include access to digital and RPA
  • Preparing for the limits of labor arbitrage
  • Determining who picks up the cost if your RPA fails
  • How to you get your BPO to be innovative in a long-term contract?

Eric Parks

Senior Director
CVS Health

P2P Masterclass

2:05 PM - 2:45 PM Successful Change Management within P2P: How to Guarantee Your ROI and Quick Wins

Why do change management initiatives fail? How do you overcome the “big three” hurdles? What are the elements of a successful plan? Join us for an interactive discussion on change management best practices. You will walk away with concrete answers to these common problems so you can ensure your business gets the highest return on your investment

Sponsored by: Direct Commerce

IA Masterclass Hosted by: Automation Anywhere

2:05 PM - 2:45 PM Maintaining Internal Controls in a Digital Environment

As more and more SSC work is automated it is easy to overlook governance in favor of speed. However in order to ensure a successful outcome long-term it is vital that internal controls are robust.

This session covers:
  • Key internal control challenges for RPA
  • Re-evaluating your internal controls framework
  • Working across siloes and team training to ensure this is maintained


F&A Transformation

2:50 PM - 3:30 PM Leaving Bean Counting to the Robots

According to The Hackett Group, “Two thirds of large global companies expect to automate some or most of their finance departments over the next two to three years” to reduce treasury and finance department FTEs or reallocate to higher value work. Software robots are moving from hype to reality in shared services.

In this presentation, we’ll explore hot topics in shared services around robotic process automation (RPA), including:
  • The business case for RPA…and the cost of doing business as usual
  • How to diagnose your biggest pain points and prioritize robot deployment around them
  • How to avoid common mistakes when charting your RPA path
  • The impact RPA will have on your organization’s structure, staff and capabilities

Just as traditional automation has transformed financial processes for shared services, robotic process automation will increase efficiency, reduce errors and prepare your organization for the next frontier of digital transformation. Get ready… the robots are coming.

Sponsored by: Kofax

HR Vision

2:50 PM - 3:30 PM Overcoming the Hurdle: Doing More With Less

Amy Lantinga, Senior Director, Global Employee Services, Turner
In 2017, Turner relaunched its leading practice HR service delivery model to improve operational performance and boost employee satisfaction.
HR needed to invest to be more efficient while remaining nimble—the ability to do more with less. Improvements to the model allowed HR to adequately support Turner’s strategic initiatives and the new pace of change. This session will dive into what was different this time, including changes to its original delivery model and the addition of new technologies, and where Turner is a year later.

Amy Lantinga

Senior Director, Global Employee Services

Sponsored by: ScottMadden

Global Business Services can provide incredible advantages when done well; visibility, access to value-add services, global economies of scale to name a few. However whilst there is still significant movement towards global business services, 72 percent of organizations not currently using GBS do not plan to make the shift, and 4 percent tried GBS but switched back.
This session features four leaders who have tried and tested GBS, who will uncover the truth behind GBS.

Richard Swan

Koch Business Solutions

Juliano Godoy

Head, North America Business Services

Patricia Cuero Neilsen

Senior Director, Enterprise Program Delivery for Innovation

Sourcing & Supplier Relationship Management

2:50 PM - 3:30 PM State of the BPO Industry: Where Do We Stand Today?

A fundamental shift in operating models has taken place, whereas some organizations have chosen to automate via their provider, others are re-shoring. Combine this with a shift of focus from transactional to value-add and BPOs have to re-think their value proposition. How have these changes affected the BPO market?

  • Intelligent automation, RPA and its affects on the BPO market
  • Transactional vs. value-add: Can BPOs really deliver more value than an SSC?
  • Global trends: Location, inflation and currency risk
  • Politics and the outsourcing provider

P2P Masterclass

2:50 PM - 3:30 PM Making AP a Profit Center

A revenue generating accounts payable department is the dream - but more and more is becoming a reality with improved technologies.

This session will discuss actionable steps involved to take AP from a cost center to a profit center reality including:
  • Leveraging technology to automate and remove friction from the P2P process
  • Attaining supplier buy-in and enrollment
  • Use data for actionable insights and smarter decision making
  • Working capital optimization

Sponsored by: Tungsten Network

IA Masterclass Hosted by: Automation Anywhere

2:50 PM - 3:30 PM From Autonomous Cars to RPA: Innovating Front to Back with Delphi

As a pioneer of autonomous cars, Delphi is well know for it’s product innovation (last year they drove from San Francisco to NYC last year in a driverless car), now they are applying the same level of innovation to their back-office at scale!

In this session their GBS heads talks about:
  • How people and robots can co-exist
  • How to leapfrog in (if you are not an early adopter)
  • How to scale up your RPA implementation


F&A Transformation

3:35 PM - 4:15 PM Visibility, Compliance and Control: Creating Measurable Value through Reconciliation

Mandy Strider, Director, Accounting, Interstate Hotels
Reconciliations play a vital role to the overall financial statement close process.
Improperly done they can lead to errors and open you up to risk. However, properly managed they can result in unexpected value that stretches well beyond the SSC. In this session we will discuss the need for global standardization of the balance sheet reconciliation process which can lead to compliance with policies, reduction of risk and visibility into the global close process. Join this session to hear one company’s journey to an improved close through standardization and the use of a cloud automation tool.

Mandy Strider

Director, Accounting
Interstate Hotels

Sponsored by: BlackLine Systems

HR Vision

3:35 PM - 4:15 PM Global Payroll: An Impossible Dream or the Next Step in Value?

Monica Azzali Bello, Global Director, GBS People Services, General Motors
Owing to its high visibility and sensitive nature, payroll is often the last thing to be centralized.
However if you´re brave enough, integrating payroll into your SSC can result in huge efficiency savings and value for the business. This session covers:
  • Is there really a provider out there that can service global payroll?
  • What to consider when moving payroll to an SSC?
  • Payroll talent: Key skills and training needed

Monica Azzali Bello

Global Director, GBS People Services
General Motors

Multi-Function Transformation

3:35 PM - 4:15 PM 5 Effective Ways To Motivate Teams Across Cultures and Generations

Roland Dunsky, Director Finance and Accounting, Denso
The 2017 SSON Global Survey reported that 54% of SSCs were looking at how to enable more effective multi-generational teamwork.
Coupled with that, as your SSC gets larger multiple generations will be combined with multiple cultures, your EQ needs to be tip top.
This session focuses in on the secrets to motivating your team; how and when to give feedback, build trust, when to set boundaries and when to flex.

Roland Dunsky

Director Finance and Accounting

Sourcing & Supplier Relationship Management

3:35 PM - 4:15 PM Contracts and Administration: Delivering a Seamless Process from A-Z

Ed Hansen, Partner, Morgan Lewis

Ed Hansen

Morgan Lewis

P2P Masterclass

3:35 PM - 4:15 PM Become the Global Process Owner for 2018 and Beyond Through Design Thinking, Process Mapping and Digitization

  • How to use the GPO model to provide end-to-end services and continuously improve
  • Driving process excellence globally
  • The Importance of Process Excellence and Grasping Global Standardization

IA Masterclass Hosted by: Automation Anywhere

3:35 PM - 4:15 PM Streamlining Knowledge Processes through Cognitive and Intelligent Automation

At last year´s SSOW 49% of you had already either implemented or were in the pilot stage of RPA.

Now the benefits of transactional automation have been proven, its time to examine the next layer:
  • Practical applications of cognitive technology
  • Which processes best suit cognitive and intelligent automation application?
  • Mitigating the risk of automating business critical and customer facing activities
  • Keeping data safe and secure

2:05 PM - 3:05 PM GBS EVOLUTIONS: Evolution of GBS Talent: Sourcing and Retaining the Talent You Will Need in 2018 and Beyond

Cindy Gallagher, SVP, GBS, Discovery Channel
We all know the old talent model needed to deliver transactional processes. What is the new talent model to support an increasingly automated GBS – is there one or many?

  • What are the emerging, must-have skill sets: customer focused, cross-functional, technical/programming needs?
  • Retaining talent – what will career trajectories look like in the new talent model?
  • How are organizations reacting to changing needs – e.g. Location strategy? Recruiting sources? Alt. SDM?


Cindy Gallagher

Discovery Channel

3:05 PM - 4:15 PM GBS EVOLUTIONS: Using the Expanding Palette of Delivery Models to Maximize GBS Value

Kathy Kerchner, VP and CFO, Enterprise Business Services, Lockheed Martin
  • New technologies have presented new service delivery model opportunities: IA, Virtual, etc. How have GBS organizations gone about mapping of their processes to best fit service delivery model?
  • What are the anticipated impacts to governance? How are panelists starting to change their governance processes in reaction?
  • How far should organizations seek to go toward an integrated GBS? How could these new service delivery models facilitate an integrated GBS?

Kathy Kerchner

VP and CFO, Enterprise Business Services
Lockheed Martin


No service provider? No problem! Your next partner could be right in the SSOW Exhibit Hall. Experience different demos and win fantastic prizes!

5:10 PM - 5:50 PM Our Journey Aligning Autonomous Shared Services under an Enterprise Wide Model

Laurel Junk, EVP, Enterprise Shared Services, Kaiser Permanente
We suspect our journey is a little different than others. The Enterprise Shared Service group at Kaiser Permanente must deliver enterprise-wide results, but without a direct reporting relationship to ESS for many of the functions. We all know it’s a “journey" with multiple phases needed to achieve our vision, but selling that journey to our stakeholders from the outset is easier said than done. This is a story of how Kaiser Permanente began with 60+ Shared Service opportunities, narrowed down to focusing on 22, and then selected 10 to accelerate and deliver Enterprise wide results. Join this session to hear how we established multi-function shared service governance without a GBS (or multi-function) structure, created a baseline for consistency in measurement across very different shared services, and motivated progress and tangible movement to get results. All of this while leading the affordability conversation in US healthcare – from one of the most expensive markets in the country!


Laurel Junk

EVP, Enterprise Shared Services
Kaiser Permanente

Sponsored by: ScottMadden

5:50 PM - 6:20 PM HUMANIZED LEADERSHIP: Empowering GBS Talent in Today’s Virtualized World

Kris Wadia, CEO, Humanized Leadership
With people costs typically accounting for 75% of GBS budgets, employees increasingly feel their managers are interested only in meeting cost control targets set by their Leadership from remote Head Offices. With millennials challenging current HR policies and practices; rampant poaching of top talent; and systemic wage inflation, it’s time for a radical rethink of the GBS employee value proposition. At this keynote, you’ll learn why attracting digitally literate talent actually begins after the job offer has been accepted; why more money rarely retains your high performers; and how to de-stress the workforce when advances in automation and process reengineering trigger headcount reductions. With Leadership rarely meeting their teams face-to-face nowadays, these actionable strategies will help you preserve and grow the value of your greatest assets - individual human beings.


Kris Wadia

Humanized Leadership