11th Annual Shared Services & GBS Exchange June 26-28 ... · 11th Annual Shared Services & GBS...

11th Annual Shared Services & GBS Exchange June 26-28, 2016, Ballantyne Hotel & Spa, Charlotte, North Carolina

2016 Speaking Faculty

John D. Walsh, CFO, Fidelity Shared Services Lucinda B. Smith, SVP, GBS and CHRO, AGCO Corporation Ana Tavares, Vice President, Finance & Accounting, Canon

Lyle Wells, National Director of Leadership Processes, Flippen Group David Silko, VP, Operations, The Tribune

Ron Raczkowski, SVP of Americas Sales and Alliances, Blue Prism Rodney N. Bergman, Senior Vice President, Global Business Services, Celestica

Cindy Pekrul, Vice President and Deputy Controller, Turner Broadcasting, Inc. Christina Critzer, Senior Vice President, Enterprise Shared Services Delivery Manager, SunTrust Bank

Marisa Kabasinskas, Vice President, Global Business Transformation & Operations Management, Interpublic Ken Samuels, Senior Director, HR Vendor Operations, Pfizer

Biswajit Dasgupta, VP, Quality & Operational Excellence, Fidelity Personal Investing Alan Cohen, Vice President, Payables, Business Development & Strategy, SAP – Ariba

Scott Furlong, Partner, ISG Michelle Ferguson, SVP, Global Workplace Strategies & Services, McGraw Hill Financial

Amy Metz, Director, Change Management, Anthem, Inc. Susan Bova Fasano, Director, Global & Strategic Accounts, IOFM – Institute of Finance & Management

Emese Szakács, Director, Budapest Shared Services, AGCO Corporation Jim Arnold, CEO, finHealth

Day One, Sunday, June 26, 2016

10:30 AM – 11:30 AM Registration

11:30 AM – 11:45 AM Speaker, Delegate & Solution Provider Orientation

11:45 AM – 12:00 PM Kick-Off Networking Activity

12:00 PM – 12:05 PM Chairperson Opening Remarks Scott Furlong, Partner, Americas, ISG

12:05 PM – 12:45 PM Effective Workforce Planning: Connecting Business Strategy With Talent Planning

Getting started – what problems are we trying to solve?

Identification of critical skills required for executing business plans

Cross enterprise visibility of hitting plans – skills and volume in key markets

Creating a platform for establishing multi-year talent planning John D. Walsh, CFO, Fidelity Shared Services

12:45 PM – 1:25 PM The GBS Journey In Creating Business Value: Deliver People, Process & Technology Business Focused Solutions A GBS organization can be successfully established without having the history of “classical” Shared Service or the BPO experience. A multi-function Shared Services, however, is an integral part of GBS, but GBS goes beyond the concept of centralizing, standardizing and continuously improving processes within a shared services environment. During this session we will talk about AGCO’s GBS journey and how we’ve built a common ground for the different support functions, integrated them with end-to-end processes, common technology solutions, how we became a trusted partner to the Business and how we lead the way of organic growth beyond the GBS organization.

Understand, support and drive as a trusted partner the company’s strategic initiatives

Focus on internal customers and find the balance between operational excellence and delivering on customer requests

Prepare for the future – searching new ways of working with automation, BI, with new org structures, virtual teams, virtual communication etc.

Lucinda B. Smith, SVP, GBS and CHRO, AGCO Corporation Emese Szakács, Director, Budapest Shared Services, AGCO Corporation

1:25 PM – 1:55 PM Solve These 5 Team Challenges and Transform Your Business

We are all in the people business, and we know that in every industry people are our business. We also know that when people work together there is an exponential impact on the mission and production of the organization. Identifying talent is often the easiest part of our job, connecting and maximizing the talent is the key. In this session we will look at the 5 most

significant team challenges and share ways to engage these issues and solve them to create dynamic teams and extraordinary outcomes.

Lyle Wells, National Director of Leadership Processes, Flippen Group

2:00 PM – 2:30 PM Business Meeting


3:05 PM – 3:20 PM Networking Break

3:20 PM – 4:05 PM Master Class BrainWeave

The Road to End-to-End Automation: Story of a Shared Services Global Organization Striving to become a truly efficient global organization, Canon U.S.A. has undertaken a transformation of its Finance & Accounting operations, with three priorities in mind: single ERP system implementation, expansion of Shared Services, and an efficient spend cycle. Learn about the back-office transformation initiative that has enabled Canon to gain speed and flexibility, while successfully integrating acquired businesses. Through automated Plan-Procure-Pay processes, the company has achieved dramatic improvements in efficiency and cost savings.

Migrating more processes to Global Business Services

Applying technology to "No-Shoring" of operations

End-to-end automation of Accounts Payable and P2P processes

Balancing cost reduction with innovation

Implementing Cloud-Based Automation Tools to Streamline Processes and Eliminate Paper As corporate P2P goals evolve so do organizational capabilities and technology. In this best practice session, we will discuss how leading P2P organizations are implementing new technologies, like Cloud-based automation tools, to streamline processes and eliminate paper. Whether you are looking for an electronic invoicing solution today or supplier Portal platform tomorrow, you don't want to miss this opportunity to learn about trends in your industry.

Discuss the shifting trend from monolithic P2P systems to cloud-based P2P automation

Review case studies for shared services and P2P Organizations

Obtain five facts you need to know before making your next move

Bruce Hanavan, Founder & President, Direct Commerce

Anna Tavares, Vice President – Finance & Accounting, Canon

4:05 PM – 4:50 PM ROUNDTABLE DEBATES A: Invest in Human Capital to Reduce Turnover You’ve made investments in top of the line technology and other process improvement initiatives – but when was the last time your organization invested in the F&A team who makes it all happen? When your goal is to become best in class, investment in human capital is critical – and too often overlooked. Comprehensive training and Certification is key to fully realizing the ROI of technological spend while making certain your staff is “Best in Class” and delivering what the CFO has asked for. What are the challenges you are facing with teams across multiple geos? Is every person on the F&A team fully engaged? Human capital investment has a positive impact on every area of your operations, from fraud detection to regulatory compliance to the bottom-line benefits of staff retention and team building. This roundtable session explores making the case and sharing insights for investing in your most valuable asset: your people. Susan Bova Fasano, Director, Global & Strategic Accounts, IOFM – Institute of Finance & Management B: Business Process Automation and Advanced Workflow Learn how others have leveraged the latest advancements in Process Automation to maximize profits and create significant competitive advantage. This transformational platform is light weight, nimble and ready to be applied across your organization to provide the services you need. Areas of impact include accounting, operations, HR, legal and compliance creating a highly scalable environment for growth Steve Allen, CEO, DocuPhase C: Seeing is Knowing: The Benefits of Perfect Business Visibility As businesses generate massive amounts of data, how do leaders leverage that complexity into a competitive advantage, both to the benefit of the business and their careers. This informative, collaborative session will provide actionable information top help coordinate, collaborate and innovate faster towards better results. Harash Koppula, Managing Partner, CGN Global




6:10 PM – 6:55 PM BrainWeave Master Class

Out With Labor Arbitrage, In With Value Add: Restructuring and Redefining Shared Services As the nature and model of shared services itself is changing and as the underlying centralization and standardization that defined the model in early days is well proven, how are SSOs redefining themselves to deliver more value-add? What are the next levers to pull? Given the leaps and bounds through which process as well as technology have changed, some say the possibilities are endless. During this

session, attendees will share their plans for redefining service delivery and discuss the shift towards a more global model, where possible, and how to leverage the opportunities this creates for a multinational business.

Emerging Functions Within Shared Services 9.9% of US SSCs service "other" functions. The top 5 emerging functions are customer service, marketing, payroll, project management and business planning and legal. As the number of centers with more than 3 functions continue to rise by more than 40%, it is clear the desire for SSCs to bring on new functions that will create even greater value in years to come. During this interactive session we will share business cases, leading practices and lessons learned when pulling in emerging functions. Further discussion will be provided on the industry trends and which states have a higher population of emerging functions.

6:55 PM – 7:25 PM Leveraging Analytics to Improve Shared Services Value Financial Shared Service functions are the owners of various enterprise-wide processes and the transactions within them. They are also the owners of the transaction data that gets created around customers, suppliers, employees and channel partners. Optimizing these processes is expected and is really just the price of admission to the game. To attain a seat at the business table and participate in the decision-making process is the true value proposition of Financial Shared Services and must not be neglected. During this session you will learn how the concept of data analytics within Shared Services, applies to business insight, process improvement, strategic projects, metrics, and how it leads to benefits like improving efficiency, managing risk, and optimizing your business.

Learn how to gather and synthesize data

Recognize how to analyze the historical data to understand patterns and trends

Become a respected and valued “Business Partner”

Create business insights that enable “Decision Makers” to drive revenue growth, understand and manage risk, and optimize costs

David Silko, VP, Operations, The Tribune

7:25 PM – 9:25 PM Networking Drinks & Dinner

Day Two, Monday, June 27, 2016

7:30 AM – 8:00 AM Networking Breakfast

8:00 AM – 8:05 AM Chairperson Remarks

8:05 AM – 8:45 AM Enterprise RPA in a Shared Services Environment While Robotic Process Automation (RPA) will remove the dull, robotic activities many in the Shared Services workforce would be glad to give up, it's also critical that the data is secure and the solution scalable. RPA solves the problem of getting business processes automated without the long waiting times often required when going through IT...but, let's be honest, those processes will rarely if ever reach the point of IT actually prioritizing them. At the same time, creating a shadow IT is not the solution as it only opens your data up to vulnerabilities. In this presentation you will learn the critical factors that make an enterprise strength RPA solution great for Shared Services robotic processes while also achieving IT approval for

being enterprise Ron Raczkowski, SVP of Americas Sales and Alliances, Blue Prism

8:45 AM – 9:25 AM The Celestica Year One GBS Story: From One to 620…And Doubling The journey to Global Business Services is a challenge whenever you embark on it. Doing so in an industry where margins are typically less than 5%, and in an organization that already operates in low-cost geographies, brings with it, its own unique opportunities and challenges. The Celestica GBS story is one of parallel work streams to build, deploy and operate a new organization and, in the process, breaking traditional models/methods of organization transformation.

Tackle transformation pragmatically and with speed

Transform a functional organization to one that is process based

Discuss the strategic elements of the journey and the associated roadmap

Highlight the key success factors; and

Discuss the importance of a high-performance culture Rodney N. Bergman, Senior Vice President, Global Business Services, Celestica

9:25 AM – 10:05 AM The Pfizer Shared Services Transition To Workday In October of 2015, Pfizer began an 18 month journey to transition its HR system from PeopleSoft to Workday. Now midway through the transformational project known as “HR on Demand”, Ken Samuels, the HR Vendor Management lead, will share an update and lessons learned so far-particularly with respect to Shared Services workstream. Ken Samuels, Senior Director, HR Vendor Operations, Pfizer

10:05 AM – 10:35 AM Business Meeting


11:05 AM – 11:15 AM Networking Break

11:15 AM – 11:55 AM Panel: Designing Optimal Governance & Controls For Single & Multifunction Shared Services

The success or failure of shared services initiatives - whether the services are insourced, outsourced or some blend of the two - rests heavily on the governance model established at the onset and modified as the relationships mature. Unfortunately, many of the organizations that consider and then implement shared services fail to spend much attention or energy in this area. During this interactive panel attendees will participate in discussion around the following;

Discuss the optimal governance structure for single & multi-function SSOs

Highlight the available tools for recording and measuring performance

Learn what processes should be in place to make sure governance works

Receive examples of governance frameworks from leading SSOs

Marisa Kabasinskas, Vice President, Global Business Transformation & Operations Management, Interpublic Ken Samuels, Senior Director, HR Vendor Operations, Pfizer Biswajit Dasgupta, VP, Quality & Operational Excellence, Fidelity Personal Investing

11:55 AM – 12:40 PM Master Class BrainWeave

Accelerating the Digitization of Shared Services Over the last several years shared services models have experienced significant adoption and growth. More recently, on the minds of many executives is the growing need for digital transformation. During this master class we will discuss the digital forces changing the service delivery landscape (social, media, analytics, and cloud) and how shared services can be leveraged to drive revenue and growth.

The New ECM Shared Services: Leveraging Data Through Agility, Innovation & Flexibility Historically cutting costs through standardization and scale of economy have been the focus of Shared Services, resulting in rigid solutions. In today’s world, to better meet corporate key initiatives like improved customer experience, Shared Services has is is turning to cross-functional tools and enablers that can be leveraged for things like packaged solutions and business intelligence. Christina Critzer SVP, Enterprise Shared Services Delivery Manager at SunTrust Bank and Randy Weakly, VP of ILINX Software Development for ImageSource, will share how innovation is shaping ECM to meet the new demands placed on the lifeblood of your organization: information. Christina Critzer SVP, Enterprise Shared Services Delivery Manager, SunTrust Bank Randy Weakly, VP of ILINX Software Development, ImageSource

12:40 PM – 1:40 PM Lunch

1:40 PM – 2:20 PM Achieve Agility By Optimizing Use of GBS, BPO and Technology In Your Global Service Delivery Model As a Shared Services Leader, you are always looking for ways to reduce cost, streamline operations & manage growth within GBS. During this session you will learn the latest strategies for navigating the alphabet soup of delivery channels. Attendees of this session will gain valuable insights from peer level experiences as we explore the various approaches to achieve an optimized operating model through SSC or GBS, BPO, Cloud, and Automation. Scott Furlong, Partner, ISG

2:20 PM – 2:50 PM Transforming Payables From Liabilities to Strategic Assets – The Critical Value of Shared Services to the Financial Supply Chain A P2P revolution is changing the view of shared services from processing cost centers to strategic value creators. As anyone who has taken business accounting 101 knows, payables are technically accounted for as liabilities on a company's balance sheet. However, in the emerging digital economy shared services leaders are at the nexus of the transformation of

payables from liabilities to strategic assets and sources of opportunity to capture savings, impact company financial statements and strengthen the financial supply chain. In this brief presentation, we'll examine how shared services leaders can tap the strategic potential of payables and capture hard fought value and create a foundation for opportunity through P2P automation on business networks. Alan Cohen, Vice President, Payables, Business Development & Strategy, SAP – Ariba




4:20 PM – 5:05 PM Master Class BrainWeave

Adding Value in Mergers & Acquisitions M&A, especially within a Shared Services environment, requires access to value adding skills and technology, as well as the ability to leverage existing capability. Often times, an acquisition will bring its own established functions and processes that ultimately need to be integrated into a best of breed target operating model. During this session attendees will discuss leading practices for managing M&A pre-close and after the marriage.

Revisiting Talent Acquisition & Recruiting: A Framework For Industry Experts Organizations The Digital Age has redefined business roles. Shared Services leaders are being asked to help define new, digitally enabled business models, and must 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:

Examine the trends in a rapidly changing world and workforce, including; digital disruption and social networks

Hear how organizations are creating operating models and solution portfolios to support today’s workforces

Highlight the emerging skills sets needed to succeed and receive examples on how to recruit and retain this expertise

Discuss the integration of technical skills into the SSC (CPA, database administrators, etc.).

5:10 PM Outsourcing Transition Management We've all heard outsourcing horror stories, or had our own bad experiences. In today's business environment, nine out of every ten enterprises have shared services and 97 percent of these manage outsourcing relationships. The majority, however, have yet to benefit from combining outsourcing and shared services into one integrated GBS framework. During

this dynamic session we'll learn about McGraw-Hill's GBS journey, and how they successfully manage their relationships with their outsourcers. •Discuss the leading practices when transitioning from one BPO partner to another •Receive best practices when negotiating with BPO providers Michelle Ferguson, SVP, Global Workplace Strategies & Services, McGraw Hill Financial



7:00 PM – 9:00 PM Cocktail Reception Followed By Dinner

Day Three, Tuesday, June 28, 2016

8:30 AM – 9:00 AM Networking Breakfast


9:30 AM – 9:35 AM Chairperson’s Recap

9:35 AM – 10:05 AM Healthcare Cost Governance: New Frontier for Shared Services Leaders? Join this interactive session and delve into the emerging best practice of “healthcare cost governance”. Walk away with a deeper understanding of the best means to safeguard your second largest “people” expense behind salary (and the fastest growing!).

How do we know that our rapidly growing healthcare expenditures are being adequately safeguarded for us and our employees?

Are there duplicate payments, improper medical coding, “above market” charges, non-covered services & ineligible dependents/spouses in our health plan?

What programs are being undertaken to educate our employees to become healthier employees and better healthcare consumers?

What strategies are leading edge organizations like GE, Boeing, Walmart, PepsiCo and others pursuing to safeguard their healthcare spend?

What are the key metrics we rely on to manage this area effectively?

Jim Arnold, Founder & CEO, finHealth


10:35 AM – 11:05 AM Business Meeting/Break

11:05 AM – 11:45 AM Understand the Critical Components to Effective Change Management Regardless of where your organization may be on the maturity spectrum of shared services, change is a constant, and the ability to manage change as part of your day-to-day operations is crucial to ensure the cultural transformation needed for execution and growth. During this workshop we demystify change management and employee engagement techniques by exploring the practical applications tools and latest practices.

Enable on-going change for sustainable support and business results Manage cultural changes while keeping employees engaged Master ongoing communication that is relevant and resonates with stakeholders and employees

Cindy Pekrul, Vice President and Deputy Controller, Turner Broadcasting, Inc.

11:45 AM – 12:25 PM The Move Towards Client-Centric Shared Services: Position Yourself Internally Within An Organization to Contribute Strategically While many components are essential to your team's success, relevance and your ability to seamlessly evolve over time are perhaps most important. As an internal consulting team within Anthem, one of the nation's leading health benefits companies, the Business Improvement Group has remained lock-in-step with the needs of its changing business and established itself as a strategic partner. In this session, you'll learn how commitment to building relationships and articulation of your story are essential to your team's maturation. Topics covered will include;

The importance of pivoting your team's services to the needs of your business partners Creating and backing up your team's "brand" Gaining trust, exercise influence, and demonstrating value Gaining a seat at the table as a trusted partner

Amy Metz, Director, Change Management, Anthem, Inc.

12:25 PM – 12:30 PM Chairperson’s Closing Remarks & End of Shared Services Exchange

11th Annual Shared Services & GBS Exchange June 26-28 ... · 11th Annual Shared Services & GBS...

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