Main Day Three, Thursday, 19 September, 2024

Check out the Event Guide for a complete overview of the event.

8:00 am - 8:45 am Breakfast and Networking

8:50 am - 9:00 am Chairperson's Opening Remarks

Brad DeMent - Partner, SCOTTMADDEN


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Brad DeMent

Partner
SCOTTMADDEN

9:00 am - 9:30 am Maximizing Team Performance: Metrics and Strategies for Remote Success

Simon Lin - Director of Shared Services, Daikin Comfort Technologies NA
Tim Fogarty - AVP - Digital Transformation, HighRadius

Discover how to implement robust performance measurements specifically tailored for remote work environments. Gain insights on leveraging technology-driven solutions and fostering a culture of accountability to enhance productivity and drive high performance across dispersed teams.


·      Implement performance metrics utilizing innovative tools and platforms to track and manage team productivity

·      Foster a results-driven culture through targeted communication strategies and continuous feedback loops, empowering remote workers to excel and meet key performance objectives.



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Simon Lin

Director of Shared Services
Daikin Comfort Technologies NA

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Tim Fogarty

AVP - Digital Transformation
HighRadius

Discover how to leverage the dual forces of scale and speed to drive transformative growth and agility within your global services operations.


·        Explore strategies for optimizing processes and technologies to achieve scalable efficiency while maintaining agility and responsiveness to market dynamics

·        Learn how to cultivate a culture of innovation and adaptability to capitalize on opportunities for rapid expansion and sustainable success

 


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Jeffrey Goldstein

SVP, Shared Services
BJs

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Cindy Gallagher

SVP Finance and Controller
Gannett

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Pankaj Taneja

Former VP Shared Supply Chain & Shared Services
TEAM Inc

10:00 am - 10:30 am How BAT Built an Award-Winning Consumer Journey Program

Josue Ortiz - Manager, Engagement Center Consumer Care, British American Tobacco

British American Tobacco (BAT) won this year's SSON Impact Award for Customer Experience. Noticing that their consumer experience was purely transactional, with no KPIs and limited visibility, they envisioned evolving this process into an experience interaction. Transforming their KPIs into how they can measure the impact they are making, they saw almost immediate results. In this session, BAT's Consumer Lead, Sergio Acosta will walk our attendees through:

·        How BAT was able to lower its Customer Repeat Rate (CRR) from 30% to 15% in 3 months

·        How BAT has begun to track insights to have real-time visibility for what drives consumer calls

·        How BAT has moved to a consumer-first mentality and how that has transformed the GBS organization


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Josue Ortiz

Manager, Engagement Center Consumer Care
British American Tobacco

10:30 am - 11:00 am Networking in Innovation Hub & Demo Drive Winners Announced

11:10 am - 11:10 am Break into Process Tracks

Procure to Pay Track

11:10 am - 11:10 am Chairperson Introduction
Phyllis Gallay - Global Business Services Executive, Retired, BD
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Phyllis Gallay

Global Business Services Executive, Retired
BD

Order to Cash

11:10 am - 11:10 am Chairperson Introduction
Pankaj Taneja - Former VP Shared Supply Chain & Shared Services, TEAM Inc
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Pankaj Taneja

Former VP Shared Supply Chain & Shared Services
TEAM Inc

Supply Chain/Procurement

11:10 am - 11:10 am Chairperson Introduction
John Standring - Former Executive Vice President, GBS, American Express
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John Standring

Former Executive Vice President, GBS
American Express

Talent and Workforce

11:10 am - 11:10 am Chairperson Introduction

Procure to Pay

11:10 am - 11:40 am Revolutionize Procure-to-Pay: Leveraging Machine Learning for Invoice Precision
Morey Thompson - Sr. Director -Finance Operations, MyEyeDr.

Explore the future of Procure-to-Pay through the lens of machine learning, transforming the invoice processing landscape with advanced capabilities to scan documents, even deciphering through smudges.

 

·        Harness the power of machine learning in revolutionizing invoice processing

·        Integrate advanced technologies to drive a new era of efficiency, accuracy, and user experience

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Morey Thompson

Sr. Director -Finance Operations
MyEyeDr.

Order to Cash

11:10 am - 11:40 am Order to Cash Transformation for Superior CX
Todd Dooley - CFO, Ontellus
Manish Nariwal - COO, Ontellus

Discover how to partner with other executives to deliver cross-functional results that lead to better CX. 

 

  • Shift from siloed functions to vertical processes  
  • Employ RPA and ML for automated invoice validation, cash application and client onboarding 
  • Leverage cloud-based invoice delivery system 

 

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Todd Dooley

CFO
Ontellus

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Manish Nariwal

COO
Ontellus

Supply Chain/Procurement

11:10 am - 11:40 am Optimize the Supplier Ecosystem for the Key to Digital Transformation Success
Kim Meredith - Director Intelligent Automation, Sysco
Pritam Debnath - Director, Inbound Supply Chain Technology, Sysco

Explore the pivotal role of the supplier ecosystem in your digital transformation journey. Learn how to navigate diverse supplier touchpoints and leverage digital tools effectively to ensure seamless data integration and process automation.


·        Gain insights into optimizing supplier interactions for enriched digital data exchange and process efficiency.

·        Discover strategies to overcome challenges posed by varying document formats from different suppliers, ensuring smooth integration into digital workflows.


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Kim Meredith

Director Intelligent Automation
Sysco

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Pritam Debnath

Director, Inbound Supply Chain Technology
Sysco

Talent and Workforce

11:10 am - 11:40 am Reduce Time-to-Fill: Achieve Recruitment Efficiency KPIs
Hector Gonzalez - HR Digital Transformation Lead, FEMSA

This session will focus on strategies to streamline the recruitment process and meet efficiency targets.


·        Implement AI-driven tools to quickly and accurately screen candidates, significantly reducing the initial stages of recruitment.

·        Optimize end-to-end recruitment workflows and use data analytics to track and improve time-to-fill KPIs consistently

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Hector Gonzalez

HR Digital Transformation Lead
FEMSA

11:40 am - 11:45 am Transition

Procure to Pay

11:45 am - 12:15 pm Revolutionize Communication: The Power of Ticketing Systems in Finance Operations
Tim Lynch - Executive Leader, FinOps and Managed Services, GBS Finance Shared Services, Whole Foods

Witness the transformation of communication in finance operations through the implementation of a ticketing system, replacing traditional joint email boxes with efficiency and clarity.


·      Eliminate the challenges associated with joint email boxes, enabling seamless communication for customers, vendors, and team members.

·      Unleash the benefits of tracking responses and resolution times, empowering stakeholders with real-time status updates and visibility into ticket ownership

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Tim Lynch

Executive Leader, FinOps and Managed Services, GBS Finance Shared Services
Whole Foods

Discover how to overcome challenges with cross-functional coordination to optimize efficiency.

 

·        Identify ways to minimize the impact of decentralized operations and siloed processes

Foster alignment and communication between departments to streamline operations and minimize inefficiencies, errors, and delays.

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Luciano Martinez Quintanilla

Head of Virtual Center of Excellence Americas
CEMEX USA

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Kenneth Giallanza

Director of Credit & Collections, USA
CEMEX USA

Supply Chain/Procurement

11:45 am - 12:15 pm Fireside Chat: End to End Supply Chain Transformation
John Standring - Former Executive Vice President, GBS, American Express
Yash Chauhan - Global Head, NeoTangent


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John Standring

Former Executive Vice President, GBS
American Express

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Yash Chauhan

Global Head
NeoTangent

Talent and Workforce

2:45 pm - 3:15 pm Strategies for Effective Governance and Quality Assurance
Angela Szumski - Director Shared Services, Inotiv

Explore essential strategies for ensuring governance and quality assurance in master data management, enabling shared services to maintain accurate and reliable data.

 

·        Establish robust governance frameworks and quality control measures to enhance data integrity and usability

·        Implement effective governance and quality assurance processes within shared services

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Angela Szumski

Director Shared Services
Inotiv

12:15 pm - 1:15 pm Networking Luncheon

1:15 pm - 2:00 pm KEYNOTE: Leadership 2.0: Leading Past Digitization to Build a Culture of Innovation

Brian Solis - Acclaimed Thought Leader On Digital Transformation & Award-Winning Author, -

A new generation of leaders must build innovative organizations by breaking free from the rigid processes and risk-averse cultures that hold companies and employees back. Business models weren’t the only thing disrupted when the world became digital-first overnight. Leadership itself needs a Ctrl-Alt-Del to compete in this new and still evolving world. Legacy management, rigid processes and mindsets, and risk-averse cultures won’t help businesses compete at the speed and capacity that markets are demanding. But many executives are confusing digitization brought on by 2020 disruption with innovation. There’s a stark difference, however. The adoption of innovative technologies can offer a blinding illusion of making businesses innovative when in actuality, they’re digitizing yesterday’s processes.

Now, leaders must reassess how digital technologies, evolving behaviors and expectations, and innovative leadership and operating models can lead to the creation of new market value. Otherwise, executives will get stuck in a finite cycle of trying to succeed in a digital economy with a pre-digital value proposition. The opportunity for leaders in this new world is to create space for creativity and imagination and an operating culture that helps people nurture their ideas into something transformative and meaningful to unlock new value.

In an engaging and insightful, Brian will:


·        Help attendees learn the difference between digitization and digital transformation as well as the defining qualities of iteration, innovation, and disruption

·        Inspire the audience to recognize their role in changing and leading change

·        Empower the audience embrace creativity and show up differently every day

·        Shift perspective to always learn and learn to unlearn

·        Help the audience learn to collaborate, ideate, and help one another bring meaningful ideas to life

·        Teach and motivate people to believe in themselves and change work routines to unlock new opportunities

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Brian Solis

Acclaimed Thought Leader On Digital Transformation & Award-Winning Author
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Procure to Pay

2:00 pm - 2:00 pm Track Chairwoman
Phyllis Gallay - Global Business Services Executive, Retired, BD
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Phyllis Gallay

Global Business Services Executive, Retired
BD

Order to Cash

2:00 pm - 2:00 pm Track Chairperson
Pankaj Taneja - Former VP Shared Supply Chain & Shared Services, TEAM Inc
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Pankaj Taneja

Former VP Shared Supply Chain & Shared Services
TEAM Inc

Supply Chain/Procurement

2:00 pm - 2:30 pm Track Chairperson
John Standring - Former Executive Vice President, GBS, American Express
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John Standring

Former Executive Vice President, GBS
American Express

Master Data Management

2:00 pm - 2:30 pm Track Chairperson

Order to Cash

2:05 pm - 2:35 pm Integrate Systems: Achieving Seamless Data Connectivity
Amir Ali - VP Shared Services Center – North America, Avolta

Explore solutions for integrating disparate systems and data sources to ensure seamless connectivity and process alignment.

 

·        Minimize inconsistencies with data integration and system interoperability

Streamline data exchange and supporting end to end process optimization with modern integration platforms and API technologies

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Amir Ali

VP Shared Services Center – North America
Avolta

Supply Chain/Procurement

2:05 pm - 2:35 pm Reimagine Procurement by Unleashing Power through B2B Marketplaces
Hugo Murillo - Global Category Manager,, FEMSA
Jair Trujilllo - Head of Procurement Solutions & B2E, FEMSA

The procurement landscape is evolving rapidly. Traditional methods can be cumbersome, time-consuming and limit access to a broader range of suppliers.

This session will explore the transformative potential of B2B marketplaces, empowering SSOs to revolutionize their procurement function and achieve a seamless end-to-end process. In this session you will learn to:


·        Leverage B2B marketplaces to streamline supplier interactions, drive cost savings, and elevate the end-to-end procurement journey.

·        Utilize the platform to access a wider supplier network and negotiate better deals

·        Manage how digital B2B platforms facilitate seamless transactions and data exchange, enhancing efficiency across the procurement lifecycle

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Hugo Murillo

Global Category Manager,
FEMSA

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Jair Trujilllo

Head of Procurement Solutions & B2E
FEMSA

Order to Cash

2:40 pm - 3:10 pm Client at the Center: Simplifying Invoicing for Maximum Impact
Kelly Litster - SVP, Enterprise Service Center, Abm

Streamlining processes to meet client needs is key to operational success. Learn how ABM reduced 1,500 invoicing methods to just 16, while improving efficiency and client satisfaction.


  • Standardize invoicing to drive consistency and accuracy.
  • Engage clients and train teams to approach processes with a client-first mindset.


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Kelly Litster

SVP, Enterprise Service Center
Abm

Supply Chain/Procurement

2:40 pm - 3:10 pm Level Up Your SSO by Making it a Strategic Catalyst for Next-Level Procurement
Jay Qatato - Vice President, Supply Chain, Calpine

Explore how to unlock procurement's potential to drive revenue, profitability, and position your shared services or GBS organization as a strategic powerhouse, revolutionizing traditional perceptions. Learn to empower customer action teams for proactive issue resolution and strategically engage in sales operations to ensure revenue goals are met.


·        Empower customer action teams to resolve internal issues and strengthen collaboration

Strategically engage in sales operations to achieve revenue goals and drive supplier diversity and ESG initiatives through contract incorporation

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Jay Qatato

Vice President, Supply Chain
Calpine

3:10 pm - 3:15 pm Transition

3:15 pm - 3:45 pm Future-Proofing Shared Services: Ensuring Sustainment through Strategic Impact

Candace Dingmann - SVP Global Shared Services, Davies

To thrive in the long run, SSOs must go beyond efficiency and establish themselves as indispensable. By proactively demonstrating strategic impact and tangible value creation, SSOs can solidify their position as a critical driver of business success. This session explores strategies for ensuring sustainability – the ability of the SSO to remain relevant and valued within the enterprise. Strategies such as:


·      Position your operation as a Center of Excellence

·      Elevate customer centricity by identifying pain points across key stakeholders and develop solutions that deliver a higher level of service

·      Transition from a cost-saving mentality to a value creating mindset and quantify the impact of the SSO beyond cost reduction

·      Align goals and initiatives with the broader organizational strategy to ensure the SSO is actively contributing to achieving the company’s strategic objectives

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Candace Dingmann

SVP Global Shared Services
Davies

3:45 pm - 3:50 pm Close of Conference – See You Next Year!