As the Vice President of the Shared Services Center at Omni Hotels, I have built the company’s new global shared services model from the ground up. We provide both finance and hr services, including Recruiting, Payroll, Benefits, Accounts Payable, and Balance Sheet Reconciliations. To execute this model, we have adopted a hybrid approach whereby half of our team is outsourced and operates from India, while the remaining half are Omni associates and work from our Dallas office. Additionally, I oversee the company's Finance Transformation Office, where we recently implemented One Stream for Reconciliations and Financial Planning and Reporting. Previously, as the VP of Global Business Services at Discovery/Scripps, I oversaw a team of over 100 shared service associates in North and South America. During my tenure, I led the closure of one Shared Services office and the relocation of the work to another location. My focus was also on digitalizing manual processes through RPA and standardizing global processes across Payroll, AP, Revenue, and GL towers.
At a time when cost-cutting is what most CFOs are pushing for, it can be easy to relegate CX initiatives to the bench, but ignore them at your peril! A Good customer experience can have a dramatic impact on your bottom line as well as numerous other benefits including greater revenue, increased loyalty and improved employee retention. In this session we take a look at how to get started with your CX program.