Shared Services & Outsourcing Week Conference
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
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.
9:30 am - 10:00 am
Panel: Powering Growth: Harnessing Scale and Speed
Jeffrey Goldstein -
SVP, Shared Services,
BJs
Cindy Gallagher - SVP Finance and Controller, Gannett
Pankaj Taneja - Former VP Shared Supply Chain & Shared Services, TEAM Inc
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
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
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
Order to Cash
11:10 am - 11:10 am Chairperson Introduction Pankaj Taneja - Former VP Shared Supply Chain & Shared Services, TEAM IncSupply Chain/Procurement
11:10 am - 11:10 am Chairperson Introduction John Standring - Former Executive Vice President, GBS, American Express
Talent and Workforce
11:10 am - 11:10 am Chairperson IntroductionProcure 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
Order to Cash
11:10 am - 11:40 am Order to Cash Transformation for Superior CX Todd Dooley - CFO, OntellusManish 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
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, SyscoPritam 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.
Talent and Workforce
11:10 am - 11:40 am Reduce Time-to-Fill: Achieve Recruitment Efficiency KPIs Hector Gonzalez - HR Digital Transformation Lead, FEMSAThis 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
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 FoodsWitness 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
Tim Lynch
Executive Leader, FinOps and Managed Services, GBS Finance Shared ServicesWhole Foods
Order to Cash
11:45 am - 12:15 pm Unite Departments for Seamless Order-to-Cash Operations Luciano Martinez Quintanilla - Head of Virtual Center of Excellence Americas, CEMEX USAKenneth Giallanza - Director of Credit & Collections, USA, CEMEX USA
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.
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 ExpressYash 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, InotivExplore 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
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
Procure to Pay
2:00 pm - 2:00 pm Track Chairwoman Phyllis Gallay - Global Business Services Executive, Retired, BDOrder to Cash
2:00 pm - 2:00 pm Track Chairperson Pankaj Taneja - Former VP Shared Supply Chain & Shared Services, TEAM IncSupply Chain/Procurement
2:00 pm - 2:30 pm Track Chairperson John Standring - Former Executive Vice President, GBS, American ExpressMaster Data Management
2:00 pm - 2:30 pm Track ChairpersonOrder to Cash
2:05 pm - 2:35 pm Integrate Systems: Achieving Seamless Data Connectivity Amir Ali - VP Shared Services Center – North America, AvoltaExplore 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
Supply Chain/Procurement
2:05 pm - 2:35 pm Reimagine Procurement by Unleashing Power through B2B Marketplaces Hugo Murillo - Global Category Manager,, FEMSAJair 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
Order to Cash
2:40 pm - 3:10 pm Client at the Center: Simplifying Invoicing for Maximum Impact Kelly Litster - SVP, Enterprise Service Center, AbmStreamlining 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.
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, CalpineExplore 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
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
