Wednesday, June 14th, 2017

7:30 AM - 8:30 AM Breakfast

8:30 AM - 8:35 AM Chairperson's Remarks

Main Conference

8:35 AM - 9:15 AM Embedding Continuous Improvement (CI) Into the DNA of Shared Services

Vickie Chinchar, Vice President, Financial Shared Services , Walmart
Uncovering the next layer of cost savings and value is a priority for every SSO. Without a proper CI program, whether that be formal or informal, this becomes challenging and opportunities are quickly missed. During this session, attendees will hear how Walmart Global Shared Services approaches CI with a focus on integrated processes, business alignment, enabling technology and a cultural mindset. .
Themes: continuous improvement, change management, process improvement, culture change


Vickie Chinchar

Vice President, Financial Shared Services

Main Conference

9:15 AM - 9:45 AM Smartphones, Tablets, Watches...How Mobile APPS Have Become a Must Have in Today's Payroll World

In today’s rapidly changing world of mobile technology, keeping up with advances is very important. Join this highly engaging session to learn more about mobile applications for payroll, payroll distribution and
information, as well as who uses mobile applications and why they have become an expectation of your employees. During this session attendees will learn about;
• How technology advances have impacted employee’ expectations surrounding their pay
• What are the keys to employees’ positive mobile experience on payday
• Who cares about mobile? The largest demographic in today’s workforce does – Millennials!
• What do mobile advances mean to you in the SSO
During this session attendee will hear one case study and watch a demo to explain how technology is helping the payroll office stay out of the way of shared services productivity

Sponsored by: rapid! PayCard

Main Conference


Arindam Mukhopadhyay, Global Head of Strategy , Citi Shared Services
Traditional GBS organization has historically focused on enterprise functions like AP/AR, Procurement / Supply chain, Accounting and basic HR processes. As GBS matured as a domain, more organizations added newer but adjacent functions like Reporting, Sourcing, IT servicing to GBS making it an integral part of business decision making, vs. being a primary lever for efficiency. However, highly sensitive and technologically advanced functions continued to stay close to or embedded in core businesses. But things are changing and highly matured GBS organizations are starting to add functions that were way outside of the “comfort zone” even a year earlier. Here is a story of how a large global bank added a complex, sensitive and high-risk function to GBS and how the GBS best practices transformed the function to be more effective and efficient.


Arindam Mukhopadhyay

Global Head of Strategy
Citi Shared Services

Main Conference

10:25 AM - 10:55 AM Business Meeting

Main Conference

10:55 AM - 11:25 AM Business Meeting

Main Conference

11:25 AM - 11:45 AM Networking Break

Main Conference

11:45 AM - 12:25 PM Driving Transformation through End-to-End Global Business Processes

Bets Lillo, Vice President, Foundation Processes , AbbVie
End-to-end process management integrates a company's business activities to match the way external parties (customers, vendors, regulators) experience the company. This drives efficiency, fuels market-based innovation, and facilitates collaborative problem-solving.

As transformational technologies provide new leverage for standard systems and shared service operations, end-to-end process governance process governance provides a powerful mean to integrate technology with the organization's business objectives. End-to-end processes facilitate transformation by packaging business activities to enable change management, and by aligning the organization to avoid point solutions.

During this session you will learn how an organization built end-to-end process governance to driver operational performance improvement and business transformation.


Bets Lillo

Vice President, Foundation Processes

Main Conference

12:30 PM - 1:30 PM Lunch

Main Conference

1:30 PM - 2:30 PM The 30 Year Public Company CFO - Lessons Learned From Yahoo!'s Ken Goldman

Ken Goldman, CFO, Yahoo
The role of the CFO has evolved into something other than just a numbers game. CFOs are being asked to take on new challenges and responsibilities while also experiencing increased pressure to drive growth.
In this session, veteran finance leader, Ken Goldman, will share his insights the role’s evolution, leadership and how to overcome modern challenges facing CFOs, including:
· The growing influence of shareholder activism on corporate governance
· Transitioning into the strategic planning and operations role
· Driving growth with fewer resources
Ken will add his perspectives of Yahoo!'s long journey and a view of Lessons Learned over time and how that compares to lessons learned at other companies he has been associated with


Ken Goldman


2:30 PM - 3:15 PM Insights From Deloitte's 2017 Shared Services And Global Business Services Survey

Deloitte’s 10th biennial “2017 Global Shared Services Survey” provides insights into the reality of the wide-ranging scale of modern shared services / GBS business. Leveraging the input from more than 1,100 shared service centers headquartered in 37 countries, this presentation provides the latest trends and an overview of how global organizations are looking to optimize their service delivery footprint, leverage their shared services asset to drive efficiencies, and establish the next generation of Robotic Process Automation capabilities.
· Staying close to home: The offshore, onshore dilemma – This year’s results show that organizations surveyed are reevaluating their shared services location strategy with a decided “onshore” North America trend emerging. Learn the latest trends in where shared services / GBS organizations are looking to establish or move their centers.
· Rise of the robots: Robotic process automation and cognitive intelligence are rapidly emerging technologies that could transform shared service centers by dramatically reducing the money and effort required for routine, labor-intensive tasks. Learn how other organizations are looking to leverage this cutting edge technology to drive significant efficiencies.
· The war for talent rages on: Skilled and well-trained talent is hard to come by, and attracting and retaining talent remains a challenge for shared service centers. Learn the latest on how organizations look to attract, build, and retain talent
· Multifunction centers are the new norm: The goal to find new ways for SSCs to create additional value has led to more multifunction centers. Learn to what extent and what functions and processes are being included.

Sponsored by: Deloitte

3:15 PM - 3:45 PM Business Meeting

3:45 PM - 4:15 PM Business Meeting

4:15 PM - 4:35 PM Networking Break

4:35 PM - 5:15 PM Panel: From Transactional to Transformative: Building a Sustainable Talent Capability to Recruit, Retain & Empower a Future Generation of Shared Services Leaders

Vesta Bovair, Managing Director, Global Business Solutions, Swiss Re John Transier, SVP Finance , Harland Clarke Larry Darrow , President, Global Business Services , UPS Ashish Malhotra, Former Vice President, Global IT Workforce Management , Time Warner, Inc.
Managing talent effectively is a major challenge at every SSO. Coupled with the digital age now redefining business roles, SS leaders are being asked to expand their existing competencies with in-depth knowledge of technology and analytics, as well as broader leadership and business partnering skills. During this session you will learn how to develop the skills required to satisfy stakeholder expectations, raise its value proposition and improve performance, by:
· Addressing the shifting skill sets needed to move shared services from transactional to transformative
· Hearing how to capitalize on the talent a digital native workforce brings to shared services
· Receiving examples on how shared services leaders are revamping career paths to recruit and retain talent
· Discussing whether your ability to find the right language capability in lower cost countries is inhibiting your desire to move work to these locations
· Learning how to effectively manage the retained organization and understanding what happens when you now have managers in place of a process when they have never actually done the process that is being outsourced


John Transier

SVP Finance
Harland Clarke

Larry Darrow

President, Global Business Services

Vesta Bovair

Managing Director, Global Business Solutions
Swiss Re

Ashish Malhotra

Former Vice President, Global IT Workforce Management
Time Warner, Inc.

5:15 PM - 5:55 PM Transforming GBS Into A Solution Powerhouse

Vesta Bovair, Managing Director, Global Business Solutions, Swiss Re
How do you change perceptions within your organization as you move from the back office to value adding business partner? It’s not easy and can create disruption internally. Organizations are increasingly embracing data analytics to improve the creation and delivery of their services. Producing data-driven insights, defining processes, developing tools, and providing quality assurance oversight and continuous improvement are all important. Are they enough? Digitalization requires putting client experience at the heart of innovation. During this session attendees will hear how Swiss Re’s GBS team plays a strategic role in the business and is driving change through their out/sourcing and consulting teams, Analytics COE, InsurTech Accelerator, Robotics Automation Center and global captive service locations.


Vesta Bovair

Managing Director, Global Business Solutions
Swiss Re

5:55 PM - 6:25 PM Business Meeting

6:25 PM - 6:55 PM Business Meeting

6:55 PM - 7:30 PM Cocktail Reception

7:30 PM - 8:10 PM Dinner