17+ 10+ 0 · PDF filestrategies and tools to accelerate your HR SSO journey THE ROAD TO GBS Discover leading-edge approaches to successfully ... The Ritz-Carlton

1 www.ssowlatam.com • 1-800-882-8684 • [email protected]

PROUD TO BE CELEBRATING 10 YEARS OF EXCELLENCE!

August 22-24, 2016The Ritz-Carlton Coconut Grove, Miami, FL

Pave the Way for Future Business Growth and Dramatically Reduce Costs with a Fully Optimized Shared Services Organization

DISTINGUISHED SPEAKERS

DON'T MISS OUT ON THE CHANCE TO

João FerroVice President of Corporate Systems, Shared Services

and Mobile Grupo Romero

Javier IglesiasDirector, HR Operational

Services LATAM Ingersoll Rand

Thorsten AdriaManaging Director

“The Americas” Lufthansa Global Business

Services

Gustavo FerrazHead of HR Operations

LATAM Groupon

Juan GiordanoVP, Controller Latin America

American Tower

José Luis PazHead Global Shared Service

and Process Excellence Americas OSRAM

Attendees100+

Countries Represented

20+

Hours of Leading-Edge, CPE Eligible

Content

17+

Hours Built in Networking

10+

Sales Pitches0

Sponsors:

Register Today: www.ssowlatam.com • 1-800-882-8684 • [email protected]

Discover how you can benefit from the increased

availability of skilled talent, geographical proximity, tax

incentives and well developed existing infrastructure Latin

America has to offer

Leverage new, ground-breaking technology such as RPA, BPA, CRM, mobile solutions, and

content management solutions to dramatically reduce costs while also optimizing service

quality

Maximize SSO performance by embracing innovative

approaches for identifying, attracting and engaging stellar shared services

talent

Attain the skills and know-how necessary to not only

successfully launch a new SSO but also expand and optimize an existing

organization through our 4 comprehensive workshops

English - Spanish and Spanish - English Translation Offered On-Site


August 22-24, 2016The Ritz-Carlton Coconut Grove, Miami, FL

New To Shared Services? Find out what it takes to successfully set up a new shared services

organization in the LATAM Region amidst economic uncertainty, regulatory complexity and varying cultural landscapes

Discover how to successfully partner with stakeholders to develop a powerful shared services model that effectively drives current business objectives while also enabling future business growth

Compare and contrast varying SSO models, implementation strategies and cutting-edge solutions with seasoned industry experts to ensure you gain the insight necessary to establish a vision for success and ignite your SSO journey once you return home

Learn how others before you successfully incorporated new, high value-add services such as supply chain, labor/employee relations, P2P and PMO to boost the both the financial and strategic impact of an existing SSO

Reach new heights of performance and efficiency by embracing innovative process optimization tools and strategies such as GPO and RPA to streamline cross-functional processes from end-to-end

Cultivate a culture of innovation and continuous improvement to ensure your team effectively identifies and capitalizes on new areas of value creation

1:15 - 2:15 pm Choose between 2 interactive Knowledge Sharing Sessions broken out by maturity level and designed to facilitate conversation with like minded professionals revolving around SSO fundamentals and your road to GBS (pg. 4)

5:30 pm Welcome Reception Enjoy a cocktail and share candid perspectives with peers in an informal setting during our Welcome Reception taking place at the end of Main Conference Day One (pg. 5)

1:15 - 2:15 pm Get introduced to your local peers! Join our country-specific Roundtable Sessions to learn how your local SSO peers are successfully navigating region-specific macro challenges such as increased inflation, political instability, new regulatory demands, and more in an informal, group setting (pg. 7)

INTERESTED IN SPONSORING?Turn to page 11 to learn more about our sponsorship opportunities

BENEFITS OF ATTENDING

Looking to Optimize an Existing SSO Model?

DON’T MISS OUT ON OUR OUTSTANDING NETWORKING OPPORTUNITIES!In addition to 4+ networking breaks scheduled throughout each day, we invite you to

engage with peers via our more structured networking activities.

LOOKING FOR CPE CREDITS? EARN UP TO 25 CREDITS!Penton Learning Systems d.b.a International Quality and Productivity Center is registered with the National Association of State Boards of Accountancy (NASBA), as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Website: www.nasba.org. This program stands as BASIC as there are no prerequisites or advanced preparation requirements to attend our conferences. “Group Live” delivery method.

SEE WHO YOU'LL GET TO MEET & NETWORK WITH

DOWNLOAD ATTENDEE SNAPSHOT

Monday, August 22nd Tuesday, August 23rd

1 The gorgeous beaches, of course! Sun, sand, and clear blue water as far as the eye can see.

2 The fabulous food. No matter your taste, Miami’s got something for everyone.

3 It’s shop ‘til you drop in Miami. From Collins Avenue to Lincoln Road Miami is every shopaholics dream.

4 Did someone say art? From the Dina Mitrani Gallery to the 6th Street Container to The Perez Art Museum of Miami, Miami is a hotbed of artistic experimentation.

5 More than a luxurious hotel, The Ritz-Carlton Coconut Grove has everything you need for a perfect stay - simply turn the conference into a weekend getaway with your family thanks to our extended room rate.

TOP 5 REASONS TO VISIT MIAMI

http://www.ssowlatam.com/anticipated-attendee-list-mc

http://www.ssowlatam.com/venue


MAIN CONFERENCE DAY ONE Monday, August 22

8:30 AM WORKSHOP SESSION A WORKSHOP SESSION B

Develop and Roll Out a “Glocal” Model to Ensure Service Delivery Aligns with Regional Customer ObjectivesIncreasingly, many global SSOs are now adopting a Glocal approach to service by customizing specific services based on regional needs and expectations. In this workshop discover how to go Glocal by incorporating the best of regional and global service delivery models to:

• Enhance the customer experience by ensuring that services retain a “local” flavor and align with cultural norms

• Collaborate with local teams to ensure that all regional compliance requirements and business needs are met

• Partner with regional service providers to optimize regional services delivery both in terms of cost and quality

José Luis Paz Head Global Shares Service and Process Excellence Americas OSRAM

Is it Time to Move to GBS? How to Build a Business Case for Global Business ServicesA well functioning GBS has the potential to deliver 10-30% increased cost savings, substantial improvements in information delivery and analytics, better customer service, a greater ability to support broader geo-footprints, easier M&A synergies, and better cost variability*. However, just as with shared services, not all GBS initiatives are created equally and all too many end up delivering disappointing returns on investments. In this workshop, you’ll:

• Compare & contrast GBS and SSO to uncover the potential benefits and risks of moving to a GBS model

• Assess whether or not your SSO is ready to move to GBS and, either way, identify next steps

• Take home best practices for ensuring GBS framework aligns with corporate strategy

Hosted by:

*Partnering For Successful Execution in GBS (Genpact, 2013)

8:00 AM Morning Welcoming Reception coffee and refreshments will be served

10:00 AM Morning Networking Meet and Greet Get to know your peers ahead of our morning sessions and

make some valuable connections!

10:30 AM Chairman’s Welcome Raul Vega

CEO and Founder Auxis

10:45 AM State of the Industry Report: Shared Services & GBS in LATAM

Over the past 5 years, Latin America has experienced a fair share of economic turbulence. In fact, earlier this year, the World Bank projected that Latin America wouldn't grow at all in 2016 and the IMF forecasted the region's growth will be below 1% . However, what does this all mean for shared services leaders in the region? In this session, industry experts will:

• Share what the latest research has to say about the economic outlook in LAR

• Examine the potentials risks as well as the opportunities this presents SSO leaders

11:30 AM Quality, Costs and Retention: How To Master the Balancing Act to Drive Cost-Effectiveness without Sacrificing Customer Satisfaction

All SSOs have the same target: “Produce the highest quality with the lowest costs!” Considering the biggest SSO costs are usually personnel costs, how can you ensure your SSO/GBS is staffed with the best people who possess the necessary skills and experiences to produce high quality services for lowest possible personnel costs? In this session:

• Learn how to identify what kind of profiles are needed to be successful

• Hear lessons learned from the last few years, dos and don’ts, surprising conclusions and how it all lead to the development of Lufthansa Global Business Services’ next generation operating model

Thorsten Adria Managing Director “The Americas” Lufthansa Global Business Services

12:15 PM Networking Luncheon


SSO FUNDAMENTALSGain exposure to best-of-breed implementation

strategies and tools to accelerate your HR SSO journey

THE ROAD TO GBSDiscover leading-edge approaches to successfully

evolve an existing SSO into a GBS model to drastically boost cost savings, efficiency and performance

1:15 PM KNOWLEDGE SHARING SESSION Build Credibility with the Business with Relevant and Meaningful Performance Metrics & KPIsIn this group discussion, share candid perspectives and lessons learned on how to establish trust and credibility with the business by embracing a numbers-driven approach to service delivery. Take home fresh perspectives on how to leverage KPIs and Metrics to increase financial transparency and facilitate communication with business units. Key points to be explored will include how to:

• Use metrics, dashboards and scorecards to help drive improved business decisions

• Partner with the business and build cross-functional partnerships to shape and continuously improve KPIs and metrics

Juan Giordano VP Controller Latin America American Tower

KNOWLEDGE SHARING SESSION Build a Roadmap for Global Process IntegrationIn this extended discussion-based session, exchange proven techniques and innovative approaches to global, cross-functional process integration. Designed to help jumpstart and accelerate your GBS journey work alongside peers to uncover:

• The best tools, solutions and strategies for developing highly scientific and comprehensive process optimization roadmaps

• How to develop and implement integrated operational metrics to measure and drive efficiency across functions and geographical regions

2:15 PM Insource, Outsource or Hybrid: Design a Best- in-Class HR Shared Services Delivery Model that Drives your Organization’s Unique Business ObjectivesAs an organization embraces and optimizes its use of shared services, crucial decisions will need to be made about what the delivery model will look like. The key to effectively determining whether to go captive, outsource or hybrid? Robust partnerships and open communication with business unit leaders. In this session, take home powerful strategies to:

• Effectively comprehend and communicate the benefits and drawbacks of each delivery model

• Assess relevant processes to determine which should be incorporated into their SSO and which should remain in the business

Karina Vargas Latin America Shared Services Manager Sherwin Williams

AkzoNobel's Evolution into Global Business Services in LATAMAkzoNobel is implementing the Global Business Services concept in LATAM in order to consolidate services into a single delivery center for the entire region. This presentation will give participants a deep understanding of how to successfully plan the service transition into the new model by:

• Ensuring that the new service delivery model aligns with business objectives and needs

• Successfully identifying and capitalizing on new areas of value-add growth

Rogerio Hiramoto HR & Facilities SSC Manager AkzoNobel

MAIN CONFERENCE DAY ONE continued

WHAT OUR ATTENDEES ARE SAYING“Very productive sessions. The quality of the material and discussions held were beyond my expectations.” - Emerson Electric Co.

“Great networking opportunity and benchmarking of the region.” - Eduardo Prada Consulting & Executive Training


MAIN CONFERENCE DAY ONE continued

3:00 PM Networking Break & Demo Drive Participate in our Demo Drive to preview the industry's

latest and greatest shared services solutions. As an added bonus, those who visit each vendor for a quick 10 minute presentation will be eligible to enter our prize raffle.

4:00 PM From Shared Service Center to Center of Excellence: 10 Years of Experience

Grupo Romero for 40 years and has been progressively centralizing services to optimize time and costs and achieve efficiency. For now 10 years, once supported under the same ERP, they are able to effectively centralize all services regarding Systems, Payroll, Treasury and Accounting. During this time, Grupo Romero has generated great knowledge that has managed to turn their Shared Services Center in a Center of Excellence. In this presentation, we seek to share part of this story:

• Grupo Romero and it’s background in “shared services”

• The three phases of shared services

o 2007-2012: Learning how to centralize services

o 2013-2016: Transforming a shared service center

o 2016 > Opening a center of excellence to outside companies

• Key success factors

João Ferro Vice President of Corporate Systems, Shared Services and Mobile Grupo Romero

Walter Salazar Gonzalez Shared Services Manager Grupo Romero

4:45 PM Closing Panel: How to Build the Business Case for LATAM Expansion

Despite recent economic and political challenges, the Latin American region is still considered to be a fertile ground for long term business growth. This poses an interesting question to SSO/GBS leaders: how do you cut costs and reduce overhead today while at the same time ensure your organization is prepared to accommodate increased demand down the line? In this candid panel discussion, industry leaders will discuss and debate how to:

• Make the case for increased investment in SSO resources

• Set the stage for success by effectively recognizing which tools, technologies, talent and resources are critical to meet future business needs

Cindy Gallagher SVP Global GBS Controller Discovery Communications

5:30 PM End of Day One & Welcome Reception Why go back to your room? Enjoy a cocktail and share

candid perspectives with peers to bring back to your organization.

Source: 2016 SSON State of the Industry Report

Want more like this? Become an SSON Member for Free at www.ssonetwork.com

Global State of the Shared Services and Outsourcing Industry& Outsourcing WeekMiddle East 2016

The Shared Services “Creed” separates the believers from the rest of the pack:

“I believe our current Shared Services strategy will deliver a dramatic and recognized value to the organization beyond cost savings.”

Nearly 3/4 of respondents to SSON’s 2016 “State of the Industry” survey agree with this statement. Also encouraging is the fact that when asked what the term “digital disruption” evokes, the vast majority of respondents chose the word “opportunity” over “risk”.

One of the crucial characteristics that sets today’s Shared Services and Outsourcing centers apart from their predecessors is the recognition of “value add” that modern centers can provide.

While in the not so distant past the success criteria was all about cost-saving (and indeed, as our survey shows, this is still by and large how practitioners measure their performance) the understanding today is that, equipped with data analytics and empowered with technology, Shared Services can offer so much more.

The fact that 3 out of 4 practitioners believe in the value creed (above), which would have caused a few cynical eye brows to be raised not too far back, speaks volumes. In fact, if you need a picture to tell the story, here it is:

I believe our current Shared Services strategy will deliver a dramatic and recognized value to the organization - beyond cost savings

All Respondents

By Region

Agree 75%Neither Agree or Disagree 17%

Disagree 8%

China

Latin America

India

Central & Eastern Europe

North America

South East Asia

UK & Ireland

Australia & New Zealand

Continental/Western Europe

Middle East & North Africa

Agree t Neither Agree or Disagree t Disagree t

71%

88%

81%

79%

72%

81%

78%

63%

77%

78% 9% 13%

11% 12%

12% 25%

9% 13%

9% 10%

19% 9%

5% 16%

6%

11%

6%

8%

11% 18%

More than 75% of respondents believe “value” extends beyond cost savings. Markets like LatAm, India and South East Asia are specifically strong in believing this to be the case. What’s noteworthy about this is that the strongest believers are in some of the newest Shared Services locations like China, Latin America, and India.

Barbara HodgeOnline EditorThe Shared Services & Outsourcing Network - SSON

I believe our current Shared Services strategy will deliver a dramatic and recognized value to the organization - beyond cost savings

“So interesting! Provided important information related to the evolution of SSC.”

- Empresas Públicas de Medellín E.S.P

http://www.ssowlatam.com/mediacenter


MAIN CONFERENCE DAY TWO Tuesday, August 23

8:30 AM WORKSHOP SESSION C WORKSHOP SESSION D

Embrace BPaaS to Radically Improve the Efficiency and Effectiveness of Business Processes Has your SSO/GBS gone paperless yet? If not, then your organization is missing out on benefits such as increased efficiency, improve compliance, improve vendor and customer relations, etc. In this workshop, find out what it takes to successfully roll out a new BPaaS system and take home best practices for:

• Establishing a vision for success, identifying implementation objectives and then selecting the right BPaaS solution with the right pricing model

• Developing and executing on effective IT alignment maps to ensure a successful rollout

• Lift & shift or fix & shift: what’s best for you?

Hosted by:

Cultivate a Culture of Change and Innovation to Maximize both the Strategic and Financial Impact of SSOOne of the most persistent obstacles SSO leaders face when transition to a shared services model is the challenge of transforming the mindsets of back-office employees from transactional to strategic and customer-centric. Such changes certainly do not happen overnight and require a disciplined and long-term approach to change management. In this Workshop learn how to do just that by:

• Leveraging innovative tools such as heat maps to gain a clear line of sight into all organizational change (past and current) before you begin

• Cultivating a culture of collaboration by creating common goals and mutual inter-dependence

• Developing clear and consistent multi-channel messaging to ensure changes are effectively communicated and understood

Juan Nogueira South America Finance Director Dell

8:00 AM Morning Welcoming Reception coffee and refreshments will be served

10:00 AM Morning Networking Meet and Greet Get to know your peers ahead of our morning sessions and

make some valuable connections!

10:30 AM Chairman’s Welcome and Recap of Day One Raul Vega

CEO and Founder Auxis

10:40 AM Harness the Power of a Robust Governance Framework to Fortify Talent Management Programs and Elevate Employee Performance

During SS implementation and regionalization, setting up a robust governance model that allows enables adequate performance reviews, communicates a clear issue escalation process and acknowledges the emerging needs and priorities of the client is a critical component of success. However, when governance is strongly linked with talent management strategies, it has the potential to dramatically improve performance and boost competitive edge - both of which are especially important in volatile, uncertain, complex and ambiguous environments. In this session discover how PepsiCo LATAM’s SSO effectively:• Developed talent management programs to drove

efficiency and performance• Incorporated talent strategies into both their

governance and SSC management models Ricardo Wolf

LATAM SSC Director PepsiCo Latinamerica

11:30 AM Successfully Expand and Optimize Value-Add Shared Services in a Year of Containment

It is no secret that in today’s global business and economic realities a series of drivers are coming together to create disruptive change in the talent landscape of the Shared Services Organizations and in the Customer’s Expectations. A Winning Culture will drive a highly Engaged and Empowered workforce, who will provide Value Added Services through, spotting new opportunities to gain advantage through scale, new forms of collaboration or innovation, or pin pointing where to locate each part of their value chain for maximum results and effectiveness while continuing to enhance and delight their Customers Experience, especially critical in times of containment. In this session, get an in-depth view into how to:• Design a Powerful Competency Model to strengthen

the Talent Landscape of the SSC• Leverage simplicity, innovation and a laser focus on

a “1 inch wide- 1 Mile deep” approach to creating a powerful strategy

Javier Iglesias Director HR Operational Services LATAM Ingersoll Rand

12:15 PM Networking Luncheon Share key takeaways from our morning sessions while

you sit back and enjoy some delicious food!


REGIONAL SPOTLIGHT ROUNDTABLESEngage your fellow countrymen in candid discussion surrounding the most pressing challenges affecting your region

COLOMBIA COSTA RICA BRAZIL MEXICO

1:15 PM During this roundtable, mingle with peers and exchange candid perspectives on key industry questions such as:

• Is Colombia the next SSO hot spot? Why or why not?

• What obstacles are currently standing in the way of continued industry growth in Colombia and what can local SSO leaders do in order to drive this movement forward?

Discuss and explore both the opportunities and challenges presented by the recent proliferation of services centers in Costa Rica such as:

• The increased competition for skilled talent and what the means for the future of the industry

• How to navigate and capitalize on CR’s Tax Free Zone Status

Find out how your fellow Brazil based SSO leaders are thriving in the face of unprecedented change in this roundtable which will explore:

• What should SSO/GBS leaders be doing to ensure their organizations thrive in the face of economic uncertainty, high inflation and regulatory complexity?

• How recent governmental reforms such as eSocial impact SSO/GBS leaders?

Meet with peers and discuss hot button topics such as:

• How can SSO leaders in Mexico capitalize on recent economic growth?

• On average, 29 economic reforms are passed every year in Mexico. How do these reforms impact SSO/GBS operations and how can SSO/GBS leaders effectively navigate this rapidly changing regulatory environment?

TALENT MANAGEMENT FOR SHARED SERVICES

Find out how industry leaders have significantly improved workforce performance within their SSO with next generation recruiting, employee engagement and

leadership development techniques

TECHNOLOGY AND PROCESS AUTOMATION INTENSIVE

Find out how industry leaders are implementing the latest shared services tools and technology to enhance

both efficiency as well as the user experience

2:15 PM State of the Industry Panel: How SSO Leaders Can More Effectively Attract, Retain & Develop World-Class SSO TalentThough technology is certainly a key enabler of business transformation, if SSO leaders don’t have a strong team in place to drive such initiatives forward, any investments they make in innovation will be for naught. In this session, industry leaders will discuss the common talent related challenges they face and how best to overcome them. Discussion topics include how to effectively:

• Engage and develop millennial employees

• Keep labor costs-down in rapidly competitive markets

Cindy Gallagher SVP Global GBS Controller Discovery Communications

Karina Vargas Latin America Shared Services Manager Sherwin Williams

Reap the Cost-Saving Rewards of New Efficiencies and Boost Competitive Advantage with Next Generation Approaches to Process Improvement No matter how much you invest in the latest and greatest IT solutions, if your processes are inefficient and cumbersome, your SSO will never reach its full potential in terms of cost-savings and quality. Attend this session to obtain proven strategies for assessing and re-engineering existing business process to:

• Optimize self-service portals to boost both efficiency and customer satisfaction

• Embrace proven process optimization as well as the “VOC” to establish a vision and roadmap for long-term success

Claudio Campos Head of Shared Services AccorHotels

MAIN CONFERENCE DAY TWO continued


MAIN CONFERENCE DAY TWO continued

3:00 PM Embrace Next Generation Organizational Design Techniques and Workforce Analytics to Optimize SSO Workforce PerformanceHear how SSO leaders at Groupon have embraced workforce analytics to boost employee performance within their SSO. Attend and get the inside scoop on:

• Securing the right tools, technology and resources to get your workforce analytics program going

• How to turn insights into action and transform SSO leaders into citizen data scientists

Gustavo Ferraz Head of HR Operations LATAM Groupon

Robotic Process Automation Lab: RPA and the Future of Shared ServicesOver the past few years, robotic process automation or RPA (wherein software, commonly known as a ‘robot’, is used to capture and interpret existing IT applications to enable transaction processing, data manipulation and communication across multiple IT systems) has generated a significant amount of buzz. However, few have actually taken the plunge to invest in this new technology. In this session, discover how to:

• Conduct cost/benefit analysis for RPA to determine if it’s worth the investment

• Build an effective pilot programs for RPA to test before you officially roll it out

3:45 PM Networking Break

4:00 PM Develop and Implement a Robust Customer Engagement Model to Enhance the User Experience

Are your customers engaged? In this case study, get an inside look into the development and implementation of a successful customer engagement model. Find out how to:

• Cultivate an environment of ongoing communication and collaboration with business units to ensure customer needs are being met

• Leverage best-of-breed talent management, governance and change management strategies to drive and enhance engagement initiatives

Esteban Montero Regional Payroll Director - Latin America & Caribbean Western Union

4:15 PM Strategic Site Selection 101 Once the decision to invest in shared services has

been made, one of the first questions that will come to mind for stakeholders and the SSO leaders is where to locate the new facility. Given typical project drivers such as reducing costs and improving service levels, companies often cannot justify locating near headquarters in metropolitan cities, but also have to exercise caution in moving too far out where labor may be scarce. In this session, participants will take home:

• A proven methodology for site selection that accounts for political sensitivity, hard city data, economic incentives, and local talent supply

• Best practices for onsite visits and assessments

5:30 PM Closing Remarks and End of Day Two

• Shared Services & Outsourcing Network (SSON)• SSON's Shared Services Professional Network –

Latin America • GBS & GPO Best Practices• Finance Transformation Professionals Global

Network• Buenas Practicas de Recursos Humanos• Recursos Humanos Latam• Recursos Humanos 3.0

• Tendencias en Búsqueda y Selección de Ejecutivos

• Recursos Humanos Colombia• Ecuador Top Level Executives• RED RRHH• Recursos Humanos 2.0• Apuntes Empresariales• Finance Colombia

2016 Premier Media Partners


MAIN CONFERENCE DAY THREE Wednesday, August 24

8:30 AM Morning Networking Meet and Greet

9:00 AM Chairman’s Welcome and Recap of Day Two

Raul Vega CEO and Founder Auxis

9:15 AM COE Integration: Consolidate New, Value-Add Services into COEs to Boost the Value Proposition of SSO

For many established but purely transactional SSOs, the next step in their evolution towards GBS is the move to a COE model wherein they absorb and consolidate centers of expertise to generate new areas of savings, drive standardization and enable improved organizational performance. In this session, get the inside scoop on how successfully transition to a COE model by:

• Integrating global process and embracing next generation analytics capabilities

• Establishing a vision for your new model and identifying to tools, talent and strategies necessary to get you there

Leandro Peres Shared Services Director - BRAZIL Compass Group

10:00 AM Achieve Operational Excellence with Advanced Analytics for Shared Services

According to a recent Shared Services & Outsourcing Network (SSON) report, 63% of SSCs are currently utilizing data-analytics to boost performance. However, many still struggle to effectively align insights with customer demand, develop truly integrated analytics capabilities and build effective data management strategies to ensure data accuracy and, as a result, fall short when it comes to reaping the full benefits of big data. With this in mind, find out how to make sure your data analytics initiative lives up to it ’s full potential by:

• Staying abreast of and capitalizing on the latest big data tools and technologies

• Cultivating a data-driven and innovative culture both within shared services & beyond

10:45 AM Networking Break

11:15 AM Functional Spotlight IT: Design and Implement a BI COE to Enhance Enterprise-Wide Decision Making

SSOs and GBS are responsible for collecting and managing large amounts of data both intentionally for reasons such as compliance as well as unintentionally due to the high volume of transactions that take place within many SSOs. In this session, discover how to turn excess data into business insight gold by building and optimizing a business intelligence COE. Hear real world stories pertaining to:

• Building a compelling business case to secure the funds necessary to build a new BI COE

• How to engage business units and market BI services once the COE is launched

12:00 PM Functional Spotlight Procurement: Embrace Global Process Ownership (GPO) to Break Through Complexity and Optimize Processes from End-to-End

If your SSO has yet to embrace GPO, the time to do so is now. Otherwise you’ll miss out on significant areas of savings and increased efficiency. In this session, find out how to:

• Adopt a holistic view of process such as P2P, R2R and H2R to identify performance gaps as well as potential synergies

• Leverage best-in-class tools to automate and optimize cross-functional processes

12:45 PM Networking Luncheon

1:45 PM Functional Spotlight Supply Chain: Leverage Shared Services to Optimize and Transform Global Supply Chain

By enabling the use a wide range of structured and unstructured data on a significant scale and across multiple functional areas, GBS and SSOs offer supply chain leaders increased visibility into supply chain performance and risk. As a result, companies can more effectively anticipate, communicate and address critical issues relating supplier management, operational excellence and customer management activities. But when it comes to incorporating something as complex as supply chain into an existing


MAIN CONFERENCE DAY THREE continued

model, how do you get started? Find out in this session which will explore:• How to partner with stakeholders to develop a

vision for success and ensure service aligns with key business objectives

• Common complications, pitfalls and mistakes people make when integrating supply chain into SSOs and how to avoid them

Maria del Carmen Alva Santander Enterprise Supply Chain Head - Mexico Citi

2:30 PM Functional Spotlight HR: The Risks and Rewards of Long-Distance Employee Relations

In regions where labor laws are especially complex such as in Brazil and Venezuela, maintaining regulatory compliance can present a some significant business challenges especially in industries where labor unions are especially prevalent. In this session, find out how on HR SSC effectively centralized labor/employee relations to:• Optimize regulatory reporting both in terms of

accuracy and cost-effectiveness through automation• Leverage increased visibility over the ER/LR process

to better manage and negotiate with labor unions Geodan Da Silva

People Operations Lead - LATAM Facebook

3:15 PM Functional Spotlight Finance: Embrace Dynamic Discounting to Boost Bottom-Line Results

Technology-enabled dynamic discounting allows companies to more effectively capture and automate discounts to their entire supply chain. As a result, buyers benefit from improved ROI and suppliers have access to a quick and affordable sources of funding. In this session, find out of finance and AP leaders are: leveraging dynamic discounting to achieve increased visibility and improved operational efficiencies by:• Driving collaboration between buyers and sellers• Enabling market-based price discovery

4:00 PM End of Conference – See you in 2017!

Stay in touch with all your new connections by joining our LinkedIn group "SSON's Shared Services Professional Network – Latin America"

How do different regions compare in terms of the skill sets they are seeking in Shared Services?




Problem Solving Ability

Relationship Management

Leadership Communication Data Analysis

Functional Process

Expertise

Technical Knowhow

Negotiation Industry Domain

Expertise

Language

All Respondents 4.1 4.1 4.1 4 4 3.7 3.6 3.5 3.3 3.2

Australia and New Zealand 3.8 3.9 3.8 3.8 3.8 3.3 3.3 3.3 2.8 2.5

Central and Eastern Europe 4.2 4.1 4.2 3.9 3.9 3.5 3.6 3.7 3.2 3.2

China 3.9 4 3.9 4 3.9 3.9 3.6 3.7 3.3 4.1

Continental/Western Europe 4.1 4.1 4 3.8 3.7 3.6 3.5 3.1 3.1 3.5

India 4 4.1 4.4 3.8 4.2 4 3.2 3.4 4 3.2

Latin America 4 4.2 3.8 3.9 3.6 3 3.4 3.5 2.9 3.7

Middle East and North Africa

4.5 4.5 4.5 4.4 4.4 4 4.1 3.8 4.1 4.1

North America 4.2 4.1 4 4 4.1 3.7 3.7 3.5 3.1 3.1

South East Asia 4.4 4.2 4.3 4.2 4.2 4 4 3.9 3.9 3.6

UK and Ireland 4.1 3.9 3.9 4.2 3.9 3.6 3.4 3.7 3.3 3.2

5 Strongly agree • 4 Agree • 3 Neither agree nor disagree • 2 Disagree • 1 Strongly disagree • 0 Don’t know

As Shared Services mature, “softer” skills like Problem solving and Leadership are valued above technical skills. However, BPO-driven regions like India/APAC see Process Expertise as key value driver

Across North America, on the other hand, problem solving and relationship management, as well as data analytics, garner the highest ratings. Similar results apply to other mature locations across Europe. Only those regions or countries surrounded by a multitude of different nearshore languages, like the Middle East & North Africa, or China, are still prioritizing language skills.

And while data analytics scores highly across the board, it is highly noteworthy that, country-by-country, region-by-region (with the exception of North America and India), communication skill matches or pips data analytics in terms of importance.

What’s interesting is how these priorities shift as we break down preferred skill requirements across countries or regions. In the table below we see that India, China, and South East Asia all rate “process expertise” skills very highly – in contrast to other regions. The popularity of India, China and South East Asia with BPO organizations, which have long recognized process expertise as a valuable differentiator, may go some ways to explaining this trend.

Chart 4




Problem Solving Ability

Relationship Management

Leadership Communication Data Analysis

Functional Process

Expertise

Technical Knowhow

Negotiation Industry Domain

Expertise

Language

All Respondents 4.1 4.1 4.1 4 4 3.7 3.6 3.5 3.3 3.2

Australia and New Zealand 3.8 3.9 3.8 3.8 3.8 3.3 3.3 3.3 2.8 2.5

Central and Eastern Europe 4.2 4.1 4.2 3.9 3.9 3.5 3.6 3.7 3.2 3.2

China 3.9 4 3.9 4 3.9 3.9 3.6 3.7 3.3 4.1

Continental/Western Europe 4.1 4.1 4 3.8 3.7 3.6 3.5 3.1 3.1 3.5

India 4 4.1 4.4 3.8 4.2 4 3.2 3.4 4 3.2

Latin America 4 4.2 3.8 3.9 3.6 3 3.4 3.5 2.9 3.7

Middle East and North Africa

4.5 4.5 4.5 4.4 4.4 4 4.1 3.8 4.1 4.1

North America 4.2 4.1 4 4 4.1 3.7 3.7 3.5 3.1 3.1

South East Asia 4.4 4.2 4.3 4.2 4.2 4 4 3.9 3.9 3.6

UK and Ireland 4.1 3.9 3.9 4.2 3.9 3.6 3.4 3.7 3.3 3.2

5 Strongly agree • 4 Agree • 3 Neither agree nor disagree • 2 Disagree • 1 Strongly disagree • 0 Don’t know

As Shared Services mature, “softer” skills like Problem solving and Leadership are valued above technical skills. However, BPO-driven regions like India/APAC see Process Expertise as key value driver

Across North America, on the other hand, problem solving and relationship management, as well as data analytics, garner the highest ratings. Similar results apply to other mature locations across Europe. Only those regions or countries surrounded by a multitude of different nearshore languages, like the Middle East & North Africa, or China, are still prioritizing language skills.

And while data analytics scores highly across the board, it is highly noteworthy that, country-by-country, region-by-region (with the exception of North America and India), communication skill matches or pips data analytics in terms of importance.

What’s interesting is how these priorities shift as we break down preferred skill requirements across countries or regions. In the table below we see that India, China, and South East Asia all rate “process expertise” skills very highly – in contrast to other regions. The popularity of India, China and South East Asia with BPO organizations, which have long recognized process expertise as a valuable differentiator, may go some ways to explaining this trend.

Chart 4Source: 2016 SSON State of the Industry Report

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MEET OUR SPONSORSAdam HCM • www.adamhcm.com ADAM Human Capital Management, a leading payroll services provider with over 30 years of experience, offers a single software platform for 30 countries in

Latin America and the Caribbean. ADAM is a competitive and powerful solution for medium-sized and enterprise-level multinational companies seeking an innovative HR management tool as well as Business Process Outsourcing services.ADAM provides BPO services and offers its solution as a SaaS platform (Software-as-a-Service), helping its Clients reduce CapEx costs and maximize ROI, since Clients only pay for actual employee usage. Our solution works as a standalone tool or integrated into any ERP.With over 340 clients, processing approximately 10 million annual payrolls, ADAM has a history of satisfied clients in sectors such as: Agriculture, Automotive, Consumer Goods, Transportation, Finance, Mining, Pharmaceutical, Technology, and others.ADAM Human Capital Management – the best choice for managing Payroll and Human Talent, and meeting the complex needs of companies in Latin America and the Caribbean.

Auxis • www.auxis.com Auxis is a Performance-Driven Consulting and Outsourcing firm that was an early pioneer in the Latin America Shared Services industry and a firm believer in the strategic advantages of

nearshoring. Auxis’ founders led the establishment of the first international SSC for PepsiCo in the early 90s, and have since advised hundreds of Fortune 1000 organizations on global business services. Auxis brings a very different service delivery model that is grounded by its unique perspective of Advisor, Outsourcer and Former Industry Operators. With a focus on flexibility, customization and faster speed to benefit, Auxis is able to consistently deliver successful Shared Services initiatives from strategy and design to implementation and optimization.

Edgeverve • www.edgeverve.com EdgeVerve Systems Limited is a wholly owned subsidiary of Infosys Limited. We help global corporations sense, influence, fulfil and serve the

needs of digital consumers and leverage the potential of their business ecosystems. We define, develop and operate innovative cloud hosted business platforms and software products. We offer these to our clients as “Pay-as-you-use” services. We focus on realizing business outcomes for our clients by driving their revenue growth, cost effectiveness and improved profitability.

ScottMadden • www.scottmadden.com ScottMadden has been a pioneer in corporate and shared services since the practice began decades ago. Our Corporate & Shared Services practice has completed more

than 1,100 projects since the early 90s, including hundreds of large, multi-year implementations. Our clients span a variety of industries from entertainment to energy to high tech. Examples of our projects include business case development, shared services design, and shared services build support and implementation.

Sutherland Global Services www.sutherlandglobal.com Established in 1986, Sutherland Global Services is a global provider of business process and technology

management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 30,000 professionals and has 35 operations centers in the Philippines, China, India, the United Arab Emirates, Egypt, Bulgaria, the United Kingdom, Canada, the United States, Mexico, Jamaica and Colombia. For more information, visit www.sutherlandglobal.com

The Institute of Finance & Management (IOFM) • www.iofm.com The Institute of Finance and Management (IOFM)

is the leading organization providing training, education and certification programs specifically for professionals in Accounts Payable, Procure-to-Pay, Accounts Receivable and Order-to-Cash, as well as key tax and compliance resources for Global and Shared Services professionals, Controllers and their F&A teams. IOFM has certified nearly 20,000 financial operations professionals worldwide through its four certification programs. These programs include Accredited Payables Specialist or Manager, Accredited Receivables Specialist or Manager and Certified Professional Controller. IOFM’s membership networks, the AP & P2P Network (www.app2p.com) and AR & O2C Network (www.tarn.com), feature industry research and best practices, metrics and benchmarking data, policies, case studies, tools, templates, and critical compliance and corporate governance resources. IOFM hosts industry-leading conferences designed to facilitate continuing education and peer networking. These events include the Accounts Payable and Procure-to-Pay Conference and Expo (Spring and Fall), and the Accounts Receivable & Order-to-Cash Conference.

Uruguay XXI • www.uruguayxxi.gub.uy/eng Uruguay XXI, the Investment and Export Promotion Institute, works to help internationalize the Uruguayan economy. A country such as

Uruguay has great opportunities to grow outside its borders by attracting investment and promoting exports to countries around the world. As can be seen in our mission statement, Uruguay XXI seeks to help both companies and the country as a whole better face the challenges posed by today’s world. In addition, our organization seeks to strengthen the country’s image abroad by promoting the attributes that make Uruguay a strategic location to do business in the Southern Cone of Latin America.Uruguay XXI is the first point of contact for foreign investors. Services we provide include:• Macroeconomic and industry information• Tailored information. We prepare customized information to answer specific

questions, such as macroeconomic data, labor market information, tax and legal aspects, incentive programs for investments, location and costs.

• Contact with key players. We provide contacts with government agencies, industry players, financial institutions, R&D centers and potential partners, among others.

• Promotion. We promote investment opportunities at strategic events, business missions and round tables.

• Facilitation of foreign investor visits, including organization of meetings with public authorities, suppliers, potential partners and business chambers.

Zonamerica • www.zonamerica.com Zonamerica is a Business & Technology Park operatingunder a Free Zone regime, which delivers a one-stop solution, based onworld-class infrastructure and robust IT services. Zonamerica providesscalability, flexibility and redundancy to its

tenants, in a campus-likeenvironment with amenities and caring services for their workforce, enablinggrowth for both companies and people.Our award-winning operation in Uruguay has become anattractive business platform for international companies looking to set upoperations in Latin America. Currently, our project in Colombia, will expandthat value proposition, offering new nearshoring opportunities, scalability forlarger operations, and providing significant savings.

Sponsorships and exhibits are excellent opportunities for your company to showcase its products and services to high-level, targeted decision-makers attending the conference.

For more information on sponsoring, or exhibiting, please contact Chris Ritchie at (212) 885-2799 or [email protected].

Sponsorship and Exhibition Opportunities

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