Shared Services & GBS Select Leadership Summit
Orlando, FL
Main Conference Day 2 - Monday, March 24, 2025
8:00 am - 8:50 am
EST
Executive Breakfast
This is an opportunity to review your customized itinerary for the day over morning coffee and connect with a few new faces.
9:00 am - 9:15 am
EST
Chairperson’s Opening Remarks
Laura Hendrix -
Former, SVP, Director - Robotic Process Automation (RPA) and Process Improvement,
First Horizon Bank
Laura Hendrix
Former, SVP, Director - Robotic Process Automation (RPA) and Process ImprovementFirst Horizon Bank
9:15 am - 10:00 am
EST
Redefine Service Excellence with Customer-Centric Strategies
Elevate your GBS and shared services performance by embracing a customer-centric approach that drives loyalty and satisfaction. This session will explore advanced strategies to align your operations with evolving customer expectations, leveraging analytics and engagement for superior outcomes. In this session, attendees will discuss how to:
· Utilize advanced analytics to enhance Net Promoter Scores (NPS) and customer loyalty
· Design shared services processes centered around customer needs
· Implement continuous feedback mechanisms to adapt and improve service delivery
Challenge Rounds
10:00 am - 10:30 am Leverage Workforce Analytics for Strategic AdvantageAmidst today's macro talent challenges, harness the power of workforce analytics to drive efficiency, productivity, and growth within your organization. This session offers actionable insights for shared services and GBS executives to integrate analytics with automation, align productivity measures, and strengthen partner relations. Discuss ways to:
- Integrate workforce analytics with intelligent automation to boost operational efficiency
- Optimize productivity and cost-saving measures for captive and outsourced centers
· Strengthen partnerships by leveraging work patterns and growth trends
Challenge Rounds
10:30 am - 11:00 am Optimize Strategic Sourcing and Hybrid Outsourcing for GBS Success Candace Dingmann - SVP, Global Shared Service, Davies GroupStrategic sourcing and hybrid outsourcing are pivotal in driving innovation and value in GBS because they enable organizations to access specialized expertise, optimize costs, and enhance operational efficiency. This session will address key challenges and offer actionable solutions for maximizing supplier relationships and optimizing outsourcing strategies. Dive deep into strategies to:
- Develop collaborative partnerships with suppliers to fuel innovation and mutual growth
- Master contract negotiations that balance flexibility and value across hybrid outsourcing models
- Implement robust governance and performance metrics for continuous improvement and alignment with strategic goals
1:1 Business Meetings
10:00 am - 10:30 am 1:1 BUSINESS MEETINGS1:1 Business Meetings
10:30 am - 11:00 am 1:1 BUSINESS MEETINGS
11:00 am - 11:30 am
EST
Networking Break
Take a few minutes to refill your coffee before we reconvene for exciting content!
11:30 am - 12:00 pm
EST
Panel: Generative AI Use Cases for Shared Services & GBS: Real-World Lessons and ROI
Margot Guy -
Vice President, Shared Services Center,
Omni Hotels and Resorts
Discover how leading organizations are successfully leveraging Generative AI through real-world use cases in Shared Services and GBS. This panel will highlight practical applications and share lessons learned, focusing on strategies to effectively demonstrate value and ROI.
- In-depth exploration of Generative AI use cases that have transformed operations.
- Lessons learned from implementing AI-driven solutions in Shared Services.
- Proven methods for measuring and communicating ROI to drive strategic buy-in.
Set the stage for successful automation and transformation by prioritizing process standardization in your shared services and GBS operations. This session will explore how clear, standardized processes and service catalogs can drive efficiency, prevent common automation pitfalls, and enhance overall business value.
Debate how to:
- Establish clear service catalogs to improve communication, streamline operations, and highlight the value of your services
- Prevent automating inefficiencies by ensuring that your processes are optimized and waste-free
- Leverage AI effectively by building on a solid foundation of standardized processes
GBS leadership is undergoing a dramatic transformation. Driven by rapid digital advancements, economic uncertainties, and evolving customer expectations, the role of GBS leaders has never been more complex. This session explores the critical leadership competencies required to navigate these challenges and drive organizational success. This session will address how RTX is looking at GBS leadership, with strategies to:
- Lead through digital transformation with strategic vision and execution
- Partner with HR to manage cultural shifts and ensure smooth transitions and employee engagements
- Inspire and motivate teams to embrace change and drive continuous improvement
1:00 pm - 2:00 pm
EST
Executive Luncheon
Join peers for a sit-down lunch to mingle with new connections!
2:00 pm - 2:30 pm
EST
Panel: Transform Talent Management for the Digital Future
Sue Dempsey -
Senior Vice President,
Acrisure Business Services
Jack Deem - Assistant Controller, Con Edison
Jim Thomsen - VP of Customer Care, Showdown Displays
Michael Kresge - Vice President of Controller Shared Services, Leidos
In an era of rapid digital transformation, mastering talent management is crucial for staying competitive. This session will explore how to attract, develop, and retain a workforce that blends digital expertise with creative thinking. Walk away knowing how to:
· Identify critical future skills to build a resilient and innovative team.
· Balance digital proficiency with creativity to drive organizational success.
· Enhance talent retention and development through strategic upskilling and engagement initiatives
Challenge Rounds
2:45 pm - 3:15 pm Evolving the Shared Services and GBS Value Proposition: From Cost Reduction to Business Value Creation Luciana Oliveira - Global HR Shared Services Director, TechnipFMCMichael Frankel - Vice President, Finance Transformation & Shared Services, T-Mobile
Explore how GBS expands its role to drive holistic business value creation aligned with organizational goals, fostering innovation and competitive advantage.
· Transform operations to contribute significantly beyond cost reduction, enhancing overall business impact
· Integrate strategies closely with broader organizational objectives to maximize synergy and effectiveness
· Harness capabilities to innovate processes and services
Challenge Rounds
3:15 pm - 3:45 pm Strategic Talent Planning: Aligning Talent with Business Objectives Aranzazu Lopez - Head of Operations HR Service Delivery, Lufthansa Group Business ServicesIn a rapidly evolving business landscape, aligning talent management with organizational objectives is key to achieving long-term success. This session will delve into how to strategically plan and integrate talent management with business goals to drive growth and operational excellence.
· Align talent strategy with business objectives to ensure that your workforce supports and advances organizational goals
· Develop a forward-looking talent plan that anticipates future needs and integrates with overall business strategy
· Implement strategies for effective talent integration to enhance collaboration and productivity across departments
· Measure and adjust talent management practices to stay aligned with evolving business priorities and market conditions
1:1 Business Meetings
2:45 pm - 3:15 pm 1:1 Business Meetings1:1 Business Meetings
3:15 pm - 3:45 pm 1:1 BUSINESS MEETINGS
4:15 pm - 4:45 pm
EST
Building a Successful Business Transformation Program
Chris Nicholas -
VP and Head of TBS Financial Solutions, EUCAN/Americas/GEM,
Takeda
To fully leverage automation, GBS leaders must embed business process change and outcome-driven focus into their transformation efforts. This session will delve into the complexities of aligning automation with strategic objectives, emphasizing the critical role of process redesign in achieving meaningful, sustainable results.
- Ensure automation efforts are tightly integrated with overarching business strategies to drive impactful outcomes.
- Focus on comprehensive process redesign, creating a foundation for automation that delivers long-term value and transformation success
As you push for aggressive growth, your GBS operations must be ready to scale efficiently while maintaining top-tier service delivery. In this session, we'll provide actionable insights on expanding your service capabilities and securing the right talent to support your ambitious goals.
- Align your GBS model with your expansion plans, ensuring it scales seamlessly with your business
- Build and retain a high-performing talent pool equipped to meet the demands of your growing service portfolio
