This session explores a transformative growth journey through strategic acquisitions and the modernization of billing systems. By examining Experian’s acquisitions in Panama, Peru, and Chile, we highlight the intricate process of integrating new assets and revamping legacy systems. Key topics include: 

• Insights from the Panama, Peru, and Chile acquisitions, focusing on seamless integration and operational efficiency. 
• Best practices for revamping billing systems and aligning them with modern business needs. 
• Benefits and implementation strategies of transitioning billing processes to a new Global Business Services model. 

Yohan Chinchilla

Senior Finance Manager - Billing NA/LATAM
Experian

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Hear how Roche grew into a global financial hub from its centralized LATAM hub. Learn firsthand from Roche’s top leaders as they share their playbook on aligning people, process and technology to drive value and become global business partners to their internal and external customers. Key talking points include: 

• Managing OKRs and KPIs to clearly define and measure success 
• Identifying new functions to bring into shared services, while simultaneously expanding current functions 
• Leveraging technology to improve the customer experience and customer service. 

Jaikel Rodriguez

RSSA Enabling Lead
Roche

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Explore the dynamic transformative power of Artificial Intelligence and Generation AI, uncovering their role in igniting creativity and driving innovation within the region's shared services sector. Join us to learn: 

• Strategies for crafting the business case for Gen AI in your service center. 
• ROI found when these tools are offered to your workforce. 
• Pitfalls and challenges of Gen AI implementation 

Dhru Shah

Head of Generative AI & Automation COE
AT&T

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Everyone talks about the “Agile Mindset” but how do you implement it, and what does being agile look like in practice? In this session we’ll hear from Bridgestone’s VP of Business Services and we learn: 

• The practical use case of incorporating an “Agile Mindset” 
• The communication channels and change management practices to keep up collaboration. 
• The efficiency and innovation benefits reaped when focusing on becoming agile.  

Ternium, the 2023 LATAM HR Impact Award winner, host an insightful session to give attendees a glimpse into the award-winning strategy they use for enhancing their global employee experience. We will hear how leveraging technology with proper analytics, their “Ternium Responde” reached 92% of employees and sets an employee satisfaction standard of 87% that is now the benchmark across their global enterprise. This session will highlight the key steps in their culture transformation journey including: 

• Uniting Global Vision with Local Flexibility to promote HR as a global shared service. 
• Generating accurate, structured, relevant, and intelligent information about your culture to measure what matters. 
• Harnessing the power of predictive modeling to transform the employee experience. 

Gonzalo Jose Garcia

Global HR Shared Services Director
Ternium

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Lufthansa GBS, with its expansive global footprint and over 10,000 employees supporting 43 business units across 142 countries, plays a pivotal role in driving operational excellence for the entire Lufthansa Group. As the organization continues to innovate and evolve, managing attrition has become a critical component of its HR strategy. Attrition, particularly the loss of high-potential employees, poses significant challenges to business continuity and leadership development. This session will equip HR professionals with actionable insights to proactively address and reduce the impact of employee turnover. Learn how to identify key talent at risk, implement strategic retention measures, and strengthen your organization's talent pipeline. 

• Leverage data-driven approaches to identify early warning signs of potential attrition and take preemptive action to retain top talent. 
• Develop comprehensive talent maps to assess and classify staff, focusing on leadership potential and future readiness. 
• Build robust succession plans, ensuring that successors are identified and prepared to step into key roles seamlessly. 

Aranzazu Lopez

Head of Operations HR Service Delivery
Lufthansa Group Business Services

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Now that SAP requires companies to upgrade to the latest S/4HANA business software, it is imperative that the transition be flawless to ensure seamless service delivery standards. In this session, we will hear from leaders at Hitachi Energy as they detail their 5 tenants of technological implementation from planning to implementation, and scaling to global functions. The key topics of this session will be: 

• Strategies to stabilize and standardize processes across LATAM and the globe. 
• Removing the crutch of legacy systems in your technology roadmap 
• Implementing learning systems for your workforce to adapt as quickly as technology changes. 

We will walk through the transformation of Lululemon’s finance division to promote automation and reduce headcount costs by half. We will listen to key strategies including: 

• Solidifying RPA & BPO process to remain flexible and agile 
• Mastering Data Management for increased insights and proactive decision making 
• Breaking down silos for centralized control and streamlined efficiencies. 

In today’s dynamic business landscape, companies must innovate beyond their core offerings to create additional value and stay competitive. This session will explore strategies for diversifying services to enhance customer experiences and drive growth. Attendees will hear from leading practitioners to gain insight into: 

• Strategies for identifying non-traditional service opportunities 
• Best practices for integrating new services into existing operations 
• Methods for assessing the impact of service diversification on overall business performance 

Esteban Coronado

GBS Costa Rica Senior Director
Smith+Nephew

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The power of AI promises unprecedented innovation, but without proper governance, its potential can be overshadowed by risk. This expert-led session unveils the crucial role of responsible AI governance and equips you to harness AI's true power. Key takeaways include: 

• Determining effective governance structures that will encompass the use of AI & Gen AI.   
• Developing strategies for assessing and mitigating risks within the AI & GenAI digital framework to maintain data integrity.   
• Crafting comprehensive business continuity & resilience plans that enable your organization to respond and recover swiftly from unforeseen disruptions. 

Prakash Kewalramani

Senior Director - Data Governance
WWE

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In today’s fast-evolving HR landscape, organizations must foster strong, strategic partnerships to deliver seamless, employee-centric experiences. This session delves into how shared services can act as trusted advisors, co-creating solutions that elevate and streamline employee experiences. Attendees will explore the role of GBS organizations, in leveraging digital transformation and the evolution of HR Service Delivery, in building agile, high-impact HR functions that stay ahead of changing needs. Attendees will learn how to strengthen these partnerships to drive value and align closely with broader business objectives. This session will focus on learning to:

• Co-create employee-centric services that enhance experiences and improve communications.
• Leverage digital transformation and automation to build more agile and responsive HR solutions.
• Strengthen strategic partnerships to align HR initiatives with evolving business needs.

Miriam Santana

Executive Director HR Regional Services
The Estee Lauder Companies

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Discover the secrets behind Johnson & Johnson’s global HR success! Join us for an engaging session where J&J leaders share their step-by-step roadmap for boosting efficiency by 40% and improving communication across their 130,000-strong worldwide workforce. Learn how they reduced HR operational costs by 25%, integrated cutting-edge technology, and aligned HR practices across 60+ countries. Discover how they managed cultural differences to achieve smooth global operations. Get insider tips on change management, continuous improvement, and the metrics that drove a 30% increase in employee satisfaction. 

Key takeaways: 

1. Practical steps for creating and implementing a global HR strategy. 
2. Strategies for effective communication and collaboration across borders. 
3. Essential tools and technologies for enhancing global HR efficiency. 

Guilherme Rhinow

VP HR Latin America and Global Services Total Rewards
Johnson & Johnson

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