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. 

Jeff Rhodes

Head, Gap Business Solutions
Gap, Inc.

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Dive 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 

Selecting the right key performance indicators (KPIs) is crucial for driving meaningful results, but one-size-fits-all metrics often fall short in varied business environments. In this discussion, explore how different leaders aligned their KPIs with unique organizational goals and industry specifics. Learn how to customize measurement frameworks to reflect your company’s strategic priorities, operational realities, and cultural nuances. By tailoring KPIs effectively, you’ll foster clearer accountability, better decision-making, and sustainable growth. 

Action Points: 

• Align KPIs with specific organizational goals and industry demands. 
• Adjust measurement frameworks to fit operational realities and cultural factors. 
• Enhance decision-making by leveraging customized performance metrics. 

Sumit Mittal

Sr. Director VMO, Shared Services
BJ's

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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. 

Irving Quesada

GBS Global Process Owner - Accounts Receivable
Viatris

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Stephen Fulmer

Director Digital Transformation
South Mill Champs Mushrooms

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Dive 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 

According 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. 

Molly Dausch

Global Process Owner, P2P
Zimmer Biomet

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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. 

Sangram Bhosale

Chief Supply Chain Officer
Xcel Energy

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Dive 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 

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. 

Fabiano Lopes

Vice President of Cost Management & Indirect Procurement
Cardinal Health

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Rachael Cira

Manager of Strategic Sourcing
Cardinal Health

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In the digital era, the governance of automated and AI-driven processes is critical to ensure alignment with business objectives, manage risks, and drive strategic value. We will breakdown the principles of governance models, examining how they can be tailored to oversee automated and AI-driven processes. Master how to establish clear decision rights, whether globally or regionally, to facilitate agility and scalability without compromising control. 

Action Items: 

• Ensure that governance frameworks are aligned with the organization's digital strategy and broader business objectives. 
• Develop a governance framework that includes clear decision rights, roles, and responsibilities for managing automated and AI-driven processes. 
• Continuously review and adapt the governance model to accommodate changes in technology, regulations, and business environment. 

Jonathan Soto

Head of Digital Operations
Equifax

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Dive 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 

Traditional "big-bang" transformations often fail to deliver expected outcomes due to their complexity and the difficulty of predicting future requirements. Evaluate an alternative approach that leverages agile methodologies and cross-functional "pods" to automate processes and roll out new capabilities in an iterative and responsive manner. 

Action Items: 

• Break down complex processes into smaller, manageable components to facilitate iterative automation and reduce the risk of failure. 
• Establish metrics to monitor the progress of agile automation initiatives and measure their impact on key performance indicators 
• Regularly review the agile automation process and adapt strategies based on feedback, performance data, and changes in business needs. 

Julie Gillespie

Vice President Finance – Global Transformation
Ecobat

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Anil Thalayat

Senior Director, Digital
Carrier

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With 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. 

Laura Kennedy

Head of Enterprise Business Services
Aon

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Dive 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 

Building 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 

Kelly Litster

SVP, Enterprise Service Center
ABM

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