Shared Services & Outsourcing Week Conference
Thursday, March 27, 2025
Access the PDF version of the 2025 agenda here.
Day Four Opening Sessions
8:15 am - 8:45 am
Breakfast in the Innovation Hub
8:45 am - 8:55 am
Chairman's Remarks
8:55 am - 9:25 am
Shared Services (NOT GBS) Leadership Panel – How to Succeed Without a GBS Strategy
Amy Rodrigues -
Vice President, Finance Shared Services,
The Boeing Company
While many organizations embark on the journey to establish a full-fledged GBS organization, others have found success in optimizing their existing shared services model. This session explores the benefits of maintaining a focused shared services approach and provides practical strategies for maximizing its potential. By leveraging the core strengths of shared services and avoiding the complexities of a GBS transformation, organizations can still achieve significant cost reductions, improve efficiency, and enhance service delivery. Hear from a panel of SSO leaders who have decided GBS is not the way to go and why. Discussion will include our panelists thoughts around:
- Risk mitigation in a less complex shared services model
- Focused governance when tailored to specific functions
- More agile decision-making without layers of a GBS structure
9:25 am - 9:30 am
Transition to Breakout Programs
Day Four Stages
Big Idea Stage
9:30 am - 10:30 am The G6 Debate: Provocative Insights into Consultancy Impact on GBS Excellence Josh Peters (G6 Debate Participant) - Partner, McKinseyBill Gilet (G6 Debate Participant) - Partner, PwC
Paul Jeruchimowitz (G6 Debate Participant) - Senior Managing Director, Accenture
David Kane (G6 Debate Participant) - GCC Practice Leader Partner, KMPG
Kort Syverson (G6 Debate Participant) - Principal, Global Business Services, Deloitte
Kim Cuyler (G6 Debate Participant) - Partner, EY
Consultants are a critical part of our GBS and shared services ecosystem. They foster best practices, develop our strategies, structure our organizations and help us source our providers. But what do they really think about the decisions we make, how we operate, how we deploy providers and whether we are applying technology optimally?
SSON’s 2025 G6 will hear the voices of some of the industry’s leading consultants. Will they be honest about their views on the future of the industry? When to optimally deploy outsourcing as a model? How GBS leaders become their own worst enemies? Whether GPOs belong in GBS organizations? Is GenAI really a silver bullet?
Join us as Deborah Kops turns her focus to a few of the industry’s change agents. Get the answers to questions such as:
- What separates a leading GBS organization from the pack?
- To transform GBS into a digital-first operation, what needs to be in place?
- To outsource or not to outsource – when and how does working with a partner change the game?
- What is the best way to use a consultant?
- What is GBS likely to look like in 5 years?
Human Resources Shared Services Program
9:30 am - 10:00 am Automate Talent Acquisition: A Case Study in HR Shared Services Innovation Kelly Flaherty Parkinson - VP of HR Operations & Service Enablement, UPSHR Shared Services teams face immense pressure to streamline talent acquisition processes and meet evolving hiring demands. This session explores a real-world case study that demonstrates how automation can enhance talent acquisition by reducing manual tasks, improving candidate engagement, and increasing overall efficiency. Discover how to pinpoint key bottlenecks in talent acquisition, choose the right automation solutions, and implement a strategy that delivers measurable hiring outcomes. Attendees will leave with actionable insights to elevate their talent acquisition approach.
Action Items:
- Conduct a thorough analysis of your current talent acquisition process to uncover automation opportunities.
- Assess and compare automation tools tailored for recruitment to determine the best fit for your needs.
- Develop a phased rollout plan to ensure a seamless transition and optimize recruiting effectiveness.
Human Resources Shared Services Program
10:00 am - 10:30 am Panel Discussion: HR Metrics That Matter: Measuring Shared Services Performance Melissa Friedman - VP, HR Shared Services, MGM Resorts InternationalTom Sterling - Vice President, Peoples Solutions Operations, Cox Automotive
Chris Lidfeldt - Vice President, Global People Shared Services, Merlin Entertainments
Traditional metrics like cost and headcount ratios offer limited insights into the true value of HR shared services. We’ll study a broader range of key performance indicators (KPIs) that measure operational efficiency, employee satisfaction, and strategic impact. Learn how to leverage analytics to identify improvement opportunities and develop comprehensive scorecards to track progress against organizational goals. By the end of this session, participants will be equipped to transform HR shared services from a cost center to a strategic business partner.
Action Items:
- Identify at least three key performance indicators beyond cost and headcount ratios that align with your organization's strategic objectives.
- Conduct a data analysis to assess current performance and identify areas for improvement.
- Develop a balanced scorecard that includes both operational and strategic metrics to measure shared services performance.
Finance Transformation Program
9:30 am - 10:00 am Transforming Order-to-Cash: Leveraging e-Invoicing and Self-Service Portals to Simplify, Solve, and Comply Eric Joyner - Senior Solutions Marketing Manager, BlackLineAs shared services organizations evolve, the need to streamline Order-to-Cash (O2C) processes has never been greater. This session will explore how e-Invoicing and self-service portals can eliminate manual tasks, overcome hidden challenges in managing Customer accounts payable (AP) portal requirements, and ensure compliance with ever growing global invoicing mandates. By addressing these critical areas, organizations can drive operational efficiency, reduce errors, and enhance customer satisfaction while staying ahead in an increasingly complex regulatory landscape.
Key Learnings:
- Discover how self-service portals can minimize manual tasks and empower customers to resolve issues independently, freeing up internal resources for higher-value activities.
- Gain insights into overcoming hidden challenges in supporting AP portals, including managing complex workflows and maintaining accurate data.
- Learn how e-Invoicing solutions ensure compliance with global invoicing mandates, helping your organization mitigate risks and operate seamlessly across borders.
Sponsored by: BlackLine
Finance Transformation Program
10:00 am - 10:30 am Panel | From P2P, O2C to R2R: Delivering Exceptional Customer Experiences in Finance Shared Services Steve Lambert - Global Delivery Lead, Order to Cash, McCormick & Co.Karla Sanchez - R2R Global Process Owner, TE Connectivity
Marcelo Quiros - P2P Global Process Owner, Zoetis
Janet Ramey - Principal, Sourcing Change
Finance shared services often operate in a transactional mode, focused on efficiency and compliance. To truly become a strategic partner, shared services must undergo a fundamental shift towards customer centricity. Regardless of the financial process, there are practical steps available to transform finance shared services into a value-added function.
Action Items:
- Mapping the end-to-end customer experience to identify pain points and opportunities for improvement.
- Empowering employees to think like customers and prioritize their needs.
- Utilizing digital tools to enhance the customer experience and drive efficiency.
Sponsored by: BlackLine
10:30 am - 11:15 am
Unbreakable: Elizabeth Smart’s Journey from Unimaginable Adversity to Hope
Elizabeth Smart -
Author, Advocate, Founder,
The Elizabeth Smart Foundation
Eizabeth's story isn't just about surviving the unthinkable—it's about thriving. Hear her powerful account of resilience, recovery, and refusing to let the past define her future. She offers profound insights on healing and the unwavering power of hope, inspiring audiences to find their own strength in the face of challenges.
11:15 am - 12:15 pm
Networking Break
Celebrity Guest Coming Soon!
Day Four Programs
Human Resources Shared Services Program
12:15 pm - 12:45 pm Do More with Less: Optimize HR Shared Services with Limited Resources Gretchen Nery - Director, Employee Services, AdventHealthTom Nesteruk - SVP, HR, Associate Chief People Officer, AdventHealth
HR Shared Services are often under pressure to deliver high-quality services with limited budgets and staff. This can stifle innovation and hinder the implementation of process improvements that could significantly benefit both employees and the organization. By adopting a resourceful mindset and leveraging the tools and strategies covered in this session, you can unlock significant efficiencies in your HRSS operations, even with limited resources.
Action Items:
- Learn how to prioritize process improvement initiatives that offer the greatest return on investment (ROI) even with limited resources.
- Analyze how technology solutions, such as automation tools and self-service portals, can free up your team's time and streamline workflows.
- Develop strategies for fostering a collaborative environment where team members are empowered to identify and implement low-cost, high-impact improvements.
- Learn how to effectively communicate the value of HRSS services and build strong relationships with client departments, fostering collaboration to achieve shared goals
Human Resources Shared Services Program
12:45 pm - 12:50 pm TransitionDive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
- Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models
- Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy
- GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change
Human Resources Shared Services Program
12:50 pm - 1:20 pm Panel Discussion: Navigate Generational Differences to Successfully Integrate the Diverse Workforce Alexander Gasmena - Senior Director, Global Human Resource Services, EquinixDavid Correa Anaya - Vice President, Shared Services, AutoZone
Sally Miller-Cheek - Director Finance, Contract to Cash (CoE), Montrose Environmental
In an unprecedented era, organizations find themselves navigating the convergence of five distinct generations in the workplace: Traditionalists, Baby Boomers, Gen X, Millennials, and Gen Z. This leads to a lot of confusion on how to best manage such a diverse workforce. By embracing generational differences, implementing targeted strategies, and fostering a collaborative environment, organizations can thrive in the new era of work. Let’s unlock the potential of every generation and build a stronger, more resilient workforce.
Action Items:
- Understand what keeps each generation committed to reduce attrition.
- Recognize each generation has distinct preferences and motivations.
- Encourage knowledge sharing across age-groups for long-term success.
Human Resources Shared Services Program
1:20 pm - 1:25 pm TransitionShared Services Fundamentals Program
12:15 pm - 12:45 pm Building the Foundation for Dramatic Growth: JB Poindexter’s Shared Services Success Story Prathap Varkey - Global Director of Shared Services and Business Process Solutions, JB PoindexterThe remarkable growth of JB Poindexter’s shared services organization underscores the critical importance of laying a strong foundation for scalable success. Beginning in 2021 with a small, focused team, JB Poindexter embraced a strategic vision that centered on the fundamentals—process optimization, operational efficiency, and leadership alignment. By prioritizing these foundational elements, the company rapidly scaled to over 200 employees, with a projected growth to 350 in the next 2 years and 600 in the next 5 years. Join us to hear how to:
Key Takeaways:
- Align leadership and vision early to create a solid foundation for growth.
- Optimize processes and operations to ensure scalability and efficiency.
- Drive continuous improvement to transform shared services into a strategic business asset.
Prathap Varkey
Global Director of Shared Services and Business Process SolutionsJB Poindexter
Shared Services Fundamentals Program
12:45 pm - 12:50 pm TransitionDive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
- Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models
- Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy
- GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change
Shared Services Fundamentals Program
12:50 pm - 1:20 pm Panel Discussion: Your First 100 Days: What are your KPIs for Building a Shared Services Organization? Sumit Mittal - Sr. Director VMO, Shared Services, BJ'sJanet Ramey - Principal, Sourcing Change
Congratulations, you are building a new SSO, but where do you start? This session is tailored for shared services leaders eager to master the essential KPIs that will lay the groundwork for success that generates significant transformational change. We’ll review three critical areas that are vital for initiating a high-performing SSO:
- Align your SSO’s mission seamlessly with your company’s strategic objectives.
- Build a powerhouse team by identifying and developing key roles and responsibilities.
- Optimize your processes for peak efficiency and integrate the right technology to enhance your operations.
Shared Services Fundamentals Program
1:20 pm - 1:25 pm TransitionProcess Excellence Program
12:15 pm - 12:45 pm Panel Discussion: Optimizing Resource Management for Enhanced Operational Efficiency Irving Quesada - GBS Global Process Owner - Accounts Receivable, ViatrisStephen Fulmer - Director Digital Transformation, South Mill Champs Mushrooms
Raj Nair - Sr Solution Manager - Shared Services, Whirlpool Corp
Achieving peak operational performance starts with mastering resource management. As businesses face increasing complexity and demands, how effectively resources are aligned with critical processes can determine success or stagnation. This session uncovers the strategic approaches needed to fine-tune resource allocation, driving efficiency and positioning the organization to swiftly adapt to shifting priorities. Participants will learn how to leverage resources more intelligently, ensuring every asset contributes to sustained operational excellence.
Action Points:
- Evaluate current resource allocation and implementing strategic reallocation to bolster critical process improvements.
- Identify and overcome resource limitations that impact performance and hinder progress.
- Align resource management practices with broader organizational objectives to ensure optimal process outcomes and drive overall success.
Process Excellence Program
12:45 pm - 12:50 pm TransitionDive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
- Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models
- Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy
- GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change
Process Excellence Program
12:50 pm - 1:20 pm Streamline P2P with Automation for Cost Savings and Efficiency Molly Dausch - Global Process Owner, P2P, Zimmer BiometAccording to SSON R&A research, companies automating the Procure-to-Pay process can drive significant cost savings at $50k - $100k per year. This session will provide insights into best practices for finding and securing these cost-saving automation tools, overcoming common implementation challenges, and how best to measure ROI after it goes live. Gain actionable strategies that can transform your P2P/S2P process by learning to:
- Identify the right automation solutions tailored to your organization’s needs and how to seamlessly integrate them into your existing processes.
- Address and mitigate challenges such as resistance to change, data integration issues, and ensuring user adoption.
- Effectively measure the return on investment from your automation projects, including key metrics and reporting techniques to demonstrate value to stakeholders.
Process Excellence Program
1:20 pm - 1:25 pm TransitionProcurement & Supply Chain Management Program
12:15 pm - 12:45 pm Panel Discussion: Key Metrics and Strategies for Defining and Measuring Supply Chain Success in your SSO Sangram Bhosale - Chief Procurement Officer, PG&EJovelyn Larson - Vice President, Sourcing and Procurement, Wells Fargo
In today’s complex global economy, accurately measuring supply chain performance is crucial for achieving long-term success. This session delves into the essential metrics that signify supply chain effectiveness, offering guidance on how to assess and enhance these measures. Participants will gain valuable insights into aligning supply chain metrics with overall business strategies, fostering growth, and ensuring resilience. By examining case studies, the session will equip attendees with practical approaches to drive continuous improvement and optimize operational outcomes.
Action Items:
- Learn to identify and focus on the most critical supply chain performance metrics.
- Explore techniques for integrating supply chain metrics with overarching business objectives.
- Understand how to leverage data-driven insights to improve supply chain transparency and decision-making.
Sponsored by: Neo Tangent
Procurement & Supply Chain Management Program
12:45 pm - 12:50 pm TransitionDive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
- Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models
- Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy
- GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change
Procurement & Supply Chain Management Program
12:50 pm - 1:20 pm Revolutionize Tail Spend Management to Maximize Savings Fabiano Lopes - Vice President of Cost Management & Indirect Procurement, Cardinal HealthRachel Cira - Manager of Strategic Sourcing, Cardinal Health
Tail spend management is often overlooked but represents a significant opportunity for cost reduction and efficiency improvements. In fact, SSON R&A finds that only 30% of indirect spend is classified to a sufficient level for strategic sourcing. In this session, we will delve into cutting-edge techniques for uncovering and addressing the hidden costs in your tail spend. Discover how to harness data and implement innovative strategies to transform your procurement processes and achieve substantial savings. Tangible takeaways include:
- Learning how to pinpoint and classify tail spend effectively to uncover hidden savings opportunities.
- Exploring actionable strategies to manage and streamline tail spend, enhancing overall procurement efficiency.
- Utilizing data and analytics to drive smarter decisions and optimize your procurement strategies, leading to significant cost reductions.
Procurement & Supply Chain Management Program
1:20 pm - 1:25 pm TransitionDigital Transformation Program
12:15 pm - 12:45 pm Digital Transformation for Shared ServicesMore details to come!
Sponsored by: Salesforce
Digital Transformation Program
12:45 pm - 12:50 pm TransitionDive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
- Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models
- Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy
- GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change
Digital Transformation Program
12:50 pm - 1:20 pm Panel: Unifying Digital Transformation for Operational Excellence Josue Rodriguez - Business Excellence Director, CEMEXLarry Hack - Senior Vice President, Shared Services, PriceSmart
CK Taneja - Senior Vice President of Transformation and Innovation, Northern Trust Corporation
In an era where digital transformation is essential for sustained success, organizations must navigate the complexities of streamlining operations, enhancing customer engagement, and fostering a culture of innovation. Whether it’s reducing engagement platforms, optimizing global operations through data-driven strategies, or embracing the calculated risks, the path to transformation requires a strategic and holistic approach. By leveraging cutting-edge technology and an agile mindset, businesses can unlock new efficiencies, drive customer satisfaction, and empower their workforce to achieve excellence.
Key Takeaways:
- Enhance the customer experience through consolidation of digital platforms to simplify operations.
- Leverage artificial intelligence and data-driven insights to optimize processes and drive innovation.
- Foster a culture of continuous learning and calculated risk-taking to navigate digital transformation challenges effectively.
Digital Transformation Program
1:20 pm - 1:25 pm TransitionProblem Solving Clinic
12:15 pm - 12:45 pm Beyond the Band-Aid: Improve the End-to-End Process in Tandem With the Problem Child Laura Kennedy - Head of Enterprise Business Services, AonWith the vast array of steps in a process, it is often tempting to address immediate pain points with quick fixes. However, by focusing on isolated process elements, organizations may inadvertently create new inefficiencies or fail to capitalize on the full potential of process improvement. This session will explore how Aon, a leading insurance organization's SSO understands the importance of a holistic approach to process optimization, emphasizing the need to consider the entire end-to-end process when implementing changes. Hear how Aon undertakes:
- Process Mapping to create detailed visual representations of your processes to identify dependencies, bottlenecks, and areas for improvement.
- Root Cause Analysis to investigate the underlying causes of problems rather than simply treating symptoms.
- End-to-End Optimization to consider the entire value chain when making process changes to ensure that improvements are aligned with overall business objectives.
- Data-Driven Decision Making to identify opportunities for process improvement and measure the impact of changes.
- Continuous Improvement to establish a culture of continuous improvement and encourage employees to identify and implement process enhancements.
- Cross-Functional Collaboration to ensure alignment and avoid silos.
- Change Management to plan for and manage the impact of process changes on employees, systems, and stakeholders.
Problem Solving Clinic
12:45 pm - 12:50 pm TransitionDive into a riveting exchange at the G6 where BPO executives stir the pot on industry trends. From the disruptive thrust of Generative AI to radical shifts in strategy, customer-centricity, and tech fusion, this debate uncovers the tumultuous forces shaping the dynamic GBS landscape.
- Generative AI: Catalyst or Chaos?: Brace yourself for a fiery exploration of Generative AI's potential as BPO leaders clash over its transformative impact on GBS operational models
- Innovation Wars: Witness BPO titans unveil their arsenals of innovation tactics, leveraging cutting-edge tech and agility to claim the crown in the relentless battle for market supremacy
- GBS: Evolution or Extinction?: Get ready for a candid discussion as GBS leaders dissect the disruptive trends, sparking a dialogue on whether traditional models can endure in the face of revolutionary change
Problem Solving Clinic
12:50 pm - 1:20 pm Building a Shared Services Center the Entirely Wrong Way - The ABM Industries Story Kelly Litster - SVP, Enterprise Service Center, ABMBuilding a shared services center can be a transformative initiative, but it's easy to make mistakes that can hinder progress and limit the benefits. ABM Industries knows. They had a lot of failures, but those failures were only a part of an eventual successful journey. In this session, you will hear what to avoid at all costs, including:
- Stagnancy - Making sure the organization is dynamic, moving, and agile
- Focusing on the wrong thing - Get the process right before implementing new technology
- Consistency - Don't change too much at once. It's crucial that the team feels like they have their feet under them at all times
Problem Solving Clinic
1:20 pm - 1:25 pm TransitionFinal SSOW Sessions
1:25 pm - 2:00 pm
The Next 24 Months: How Are Shared Services Organizations Preparing for 2027?
Amanda Gardner -
Vice President, GBS Finance,
Levi Strauss & Co.
Rob Bradford - VP, Global Business Services, Kimberly-Clark
Jana Vondran - Fmr. SVP, GBS, Ingram Micro
The shared services and GBS landscape is evolving rapidly, driven by technological advancements, changing business models, and evolving customer expectations. This session will delve into the critical trends shaping the future of these functions and explore how leading organizations are positioning themselves for success in 2027 and beyond. We will examine emerging services, the expanding scope of shared services and GBS, and the transformative role of technology in driving efficiency, innovation, and customer value. By the end of this session, attendees will gain valuable insights into the strategic priorities and initiatives required to future-proof their organizations and gain competitive advantage. Key discussion points will include:
- How are organizations transforming their services, scope, and technology?
- Where do SSOs create efficiencies in ESG?
- What are the critical skills and competencies needed for a future-ready shared services team?
- What are the new metrics and KPIs that will be essential to measure future performance?
- How will SSOs and GBSOs redefine customer experience to meet future expectations?
