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Global Business and Shared Services: Evolve and Pivot - or Lose

The 23rd Annual Global Business and Shared Services Conference
OCTOBER 22 - 23, 2019 | WESTIN NEW YORK AT TIMES SQUARE | NEW YORK, NY

October 22 - 23, 2019

About the Conference

Companies that use GBS and shared services merely to reduce costs and standardize processes are behind the curve. Today, failing to deliver strategic value puts these functions at risk of obsolescence and mass exodus of their best talent. Join us to see how the smartest GBS and shared services leaders are evolving and expanding their value proposition, enhancing the customer experience, and delivering new benefits.

  • Hear from service delivery executives at leading organizations including 3M, Bose, Dell, Estee Lauder, GM, McCormick, McDonald’s, and Prudential Financial.
  • Learn how to deliver greater value by expanding your scope beyond “standard” functions.
  • Explore how Enterprise Service Management (ESM) optimizes GBS.
  • Share experiences, obstacles, and insights with your peers.
  • Enjoy a collaborative environment that isn’t overrun by solution providers and vendors. 

Additional Opportunities

  • Add on the pre-conference seminar! The Talent Conundrum in Global Business and Shared Services will provide practical insights on critical topics including: career pathing in a digital world, attracting and retaining millennials, and next-generation GBS environments.

Who Should Attend

This conference is designed for VPs, SVPs, Directors, and Managers of:

  • Shared Services
  • Global Business Services
  • Business Services
  • Corporate Strategy
  • HR, Benefits, Administration & Payroll
  • Finance & Accounting

This conference would also be of interest to:

  • Chief Human Resource Officers
  • Chief Administration Officers
  • Chief Financial Officers
  • Chief Operating Officers 

Earn Recertification Credits

CPE logo

Earn up to 11 CPE credits
Management Services
Requirements: Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

HRCI

This program has been approved for 9.5 (BUSINESS) recertification credit hours toward aPHR, PHR, SPHR, PHRca, GPHR, PHRi, and SPHRi recertification through the HR Certification Institute (HRCI). For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.

SHRM

This program has been pre-approved for 9.5 PDCs for the SHRM-CP or SHRM-SCP. For more information about certification or recertification, please visit www.shrmcertification.org.

Earn 9.5 CEHs toward ISM (Institute for Supply Management) recertification.

 

Three Things to Do Now  

1. Download the Agenda 

To learn more about sessions and speakers, download the latest agenda

2. Register 

Register now before seats sell out!

3. Get Involved! 
If you would like to get involved in this year’s conference, please contact us.

LOCATION

Westin New York at Times Square
270 W. 43rd St.
New York, NY 10036
Phone: +1 (212) 201-2700

Hotel Reservations: To book a room at the hotel, click here.

Hotel Cut-Off Rate: Expires September 30, 2019

Please Note: Registration fees do not include hotel accommodations. 

 

OUR MISSION

All proceeds support The Conference Board's educational, scientific, and not-for-profit mission.

SEMINAR SPONSOR
Everest Group - 2019 Global Business & Shared Services Conference - Precon Sponsor
LEAD SPONSOR
KPMG - GBS 2019 - Lead Sponsor
AGENDA
OCTOBER 22 - 23, 2019
WESTIN NEW YORK AT TIMES SQUARE,NEW YORK, NY

October 21, 2019

The Talent Conundrum in Global Business and Shared Services 
Location: The Conference Board, 845 Third Ave., New York, NY

Changing expectations of delivered value and increasing adoption of intelligent automation technologies are dramatically impacting the talent paradigm in global business and shared services organizations. 

The interactive sessions during this pre-conference seminar will provide you with practical insights on the what’s, why’s, and how’s of critical topics including: 

  • Workforce planning for the future
  • Talent scarcity challenges and options
  • Building leaders for a digital world

Agenda 

9:30 – 10:00am
Registration
10:00 – 10:15am

Welcome and opening remarks

Eric Simonson, Managing Partner, Everest Group

10:15 – 11:15am

PANEL: Tech-Savvy Talent: Who, What, and Where

Moderator

Gianni Giacomelli, Chief Innovation Leader, Genpact, and Head of Design, MIT Collective Intelligence Design Lab

 

Panelists:

Doug Shagam, Director of Strategic Workforce Planning & Organizational Enablement, Johnson & Johnson

Shivani Bhatia, VP of Shared Services, Berlitz Corporation

11:15am – 12:15pm

Practical Ways to Make Sure You Have the Talent You Really Need

Eric Simonson, Managing Partner, Everest Group

12:15 – 1:15pm
Lunch
1:15 – 2:15pm

CASE STUDY: This Isn’t Your Grandfather’s Workforce Planning

Rodney Bergman, Senior Vice President, GBS, Celestica

2:15 – 2:30pm
Refreshment Break
2:30 – 3:30pm

PANEL: How Do You Build Leaders in a Multi-Generational, Digital, Fast Changing, and Distributed Workplace?

Moderator:

Stela Lupushor, Senior Fellow in Human Capital, and Program Director, The Conference Board’s Strategic Workforce Planning Council

 

Panelists:

Frank Salfi, Vice President for Enterprise Learning, American Express

Ian Thompson, Senior Director of Global Accounting Operations, Standard & Poor’s Global

Ian O’Keefe, Global Head of Workforce Analytics, JPMorgan Chase

3:30 – 4:30pm

Innovative Talent Practices: Brainstorm with Your Peers!

Facilitator:

Shirley Hung, Vice President, Everest Group

4:30 – 4:45pm

Closing Remarks

Eric Simonson, Managing Partner, Everest Group

 

Download the Agenda Here

 

Earn Recertification Credits

CPE logo

Earn up to 7.5 CPE credits
Personnel/Human Resources
Requirements: Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

HRCI

This program has been approved for 6.5 (BUSINESS) recertification credit hours toward aPHR, PHR, SPHR, PHRca, GPHR, PHRi, and SPHRi recertification through the HR Certification Institute (HRCI). For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.

SHRM

This program has been pre-approved for 6.5 PDCs for the SHRM-CP or SHRM-SCP. For more information about certification or recertification, please visit www.shrmcertification.org.

Earn 6.5 CEHs toward ISM (Institute for Supply Management) recertification.

 

October 22 - 23, 2019

About the Conference

Companies that use GBS and shared services merely to reduce costs and standardize processes are behind the curve. Today, failing to deliver strategic value puts these functions at risk of obsolescence and mass exodus of their best talent. Join us to see how the smartest GBS and shared services leaders are evolving and expanding their value proposition, enhancing the customer experience, and delivering new benefits.

  • Hear from service delivery executives at leading organizations including 3M, Bose, Dell, Estee Lauder, GM, McCormick, McDonald’s, and Prudential Financial.
  • Learn how to deliver greater value by expanding your scope beyond “standard” functions.
  • Explore how Enterprise Service Management (ESM) optimizes GBS.
  • Share experiences, obstacles, and insights with your peers.
  • Enjoy a collaborative environment that isn’t overrun by solution providers and vendors. 

Additional Opportunities

  • Add on the pre-conference seminar! The Talent Conundrum in Global Business and Shared Services will provide practical insights on critical topics including: career pathing in a digital world, attracting and retaining millennials, and next-generation GBS environments.

Who Should Attend

This conference is designed for VPs, SVPs, Directors, and Managers of:

  • Shared Services
  • Global Business Services
  • Business Services
  • Corporate Strategy
  • HR, Benefits, Administration & Payroll
  • Finance & Accounting

This conference would also be of interest to:

  • Chief Human Resource Officers
  • Chief Administration Officers
  • Chief Financial Officers
  • Chief Operating Officers 

Earn Recertification Credits

CPE logo

Earn up to 11 CPE credits
Management Services
Requirements: Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

HRCI

This program has been approved for 9.5 (BUSINESS) recertification credit hours toward aPHR, PHR, SPHR, PHRca, GPHR, PHRi, and SPHRi recertification through the HR Certification Institute (HRCI). For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.

SHRM

This program has been pre-approved for 9.5 PDCs for the SHRM-CP or SHRM-SCP. For more information about certification or recertification, please visit www.shrmcertification.org.

Earn 9.5 CEHs toward ISM (Institute for Supply Management) recertification.

 

Three Things to Do Now  

1. Download the Agenda 

To learn more about sessions and speakers, download the latest agenda

2. Register 

Register now before seats sell out!

3. Get Involved! 
If you would like to get involved in this year’s conference, please contact us.

Judith Garcia Galiana, Vice President, Global Service Centers, 3M Company

Robert Bradford, Sr. Vice President, Global Shared Services Operations, AkzoNobel Nederland B.V.

Phyllis Gallay, VP, Global Shared Services Operations, BD

Janet Ramey, Senior Vice President, Employee Services, Cisco

Donna Naomi Woodruff, Senior Director of Service Enablement & Intelligent Automation, Cox Automotive

Christine Flouton, Founder, Crystalline

Andy Scarnardo, Vice President of Shared Services, Dean Foods Company

Christina Crowley, SVP, Strategy and Operations, Services and Digital, Dell Technologies Inc.

Brian Lynch, Vice President, Enterprise Services, Diebold Nixdorf, Inc.

Jodi Dudley, Head of Global Business Solutions, Ford Motor Company

Joy Greenway, Vice President, Global Business Solutions, General Motors Company

Bob Carroll, Vice President, Global Installed Base Sales, Hewlett Packard Enterprise

Mitch Kenfield, Principal, KPMG

Todd Lohr, Principal, Digital Enablement, KPMG

Anshul Varma, Managing Director, KPMG

Charles Arnold, U.S. Leader, Shared Services and Outsourcing Advisory practice, KPMG LLP

Daniel Melchior, Vice President, Global Enablement, Process & Capabilities, McCormick & Co., Inc.

Debbie Ballard, Vice President, Global Shared Services, McDonald's Corporation

Len Peters, Chief Information Officer and Vice President, New York University

Lisa Wright, VP, Enterprise Vendor Governance & Sourcing, Prudential Financial Inc.

Deborah Kops, Senior Advisor, The Conference Board, Principal, Sourcing Change

Jennifer Kruman, Executive Director, Head of Business Insights Analytics & Service Management Operations, GBS, The Estee Lauder Companies Inc.

Todd Blevins, Vice President, GBS, UL LLC

Kamila Grembowicz, Senior VP Global Business Services, adidas Group

Day One | Tuesday, October 22, 2019

8:00 - 9:00 am
Registration and Breakfast
9:00 – 9:15 am

Opening Remarks

Deborah Kops, Senior Advisor, The Conference Board, and Principal, Sourcing Change

Charles Arnold, U.S. Leader, Shared Services and Outsourcing Advisory practice, and head of GBS Center of Excellence, KPMG

General Session A
9:15 – 10:15 am

KEYNOTE: The Future of Business Services in a Digital World

Enterprises around the world are facing intense pressure to transform their business operating models to address evolving customer behaviors, disruptive technologies, regulatory requirements and globalization. Today’s business services leaders are focused on building agile capabilities that not only support the overall enterprise, but advance its business outcomes. But where do you start, and how do you progress? Building a 21st century business services capability requires investment and commitment, with standardization and service automation serving as key contributors to cost savings and service quality and control improvement.

Charles Arnold, U.S. Leader, Shared Services and Outsourcing Advisory practice, and head of GBS Center of Excellence, KPMG

General Session B
10:15 – 11:15 am

PANEL: Growing the Value Proposition Beyond Finance and HR

While most shared services and GBS organizations are rooted in finance and sometimes HR, they all want to expand and enhance their value proposition by incorporating other functions like sales and marketing. During this session, you’ll hear how top services delivery leaders have made the pivot, prepared the business case, and what they’ve done to make delivery of non-traditional services a success.

Moderator: 

Todd Blevins, Vice President of GBS, UL

 

Panelists:

Lisa Wright, Vice President, Enterprise Vendor Governance & Sourcing, Prudential Financial

Brian Lynch, Vice President, Enterprise Services, Diebold Nixdorf

Andy Scamardo, Vice President of Shared Services, Dean Foods

11:15 – 11:30 am
Refreshment Break
General Session C
11:30 am – 12:30 pm

McDonald's Inside Out GBS Transformation Journey

Over the past 20 years, McDonald’s services delivery organization has grown and evolved to become a global, multi-functional GBS organization built on world-class practices. But it’s consistently stretching beyond what it does today to bring ever-increasing value to the corporation. This session will detail how McDonald’s GBS organization is prioritizing and innovating to impact the business in the areas that matter most.

Debbie Ballard, Vice President of GBS, McDonald’s

12:30 – 1:30 pm
Lunch
General Session D
1:30 – 2:15 pm

Building a Strong Future for your Organization Through Succession Planning

Identifying and developing your organization’s future leaders is key to delivering on your company’s vision, reputation, and longevity. Succession planning is a vital performance tool that can retain and develop your current talent, attract new talent, and provide a stable, clear foundation on which to expand and grow your global business or shared services organization. This session will cover the importance of succession planning, how to set the criteria, and best practices on how to conduct the succession planning process.

Christine Flouton, Founder, Crystalline

General Session E
2:15 - 3:00 pm

The Beauty of Business Intelligence and Analytics: The Estee Lauder Story

You can’t improve what you can’t measure. But many GBS organizations spend so much time on data capture and cleansing that they have little left for analysis and action. This session will detail how Estee Lauder Companies’ GBS function - called OneSource - is using data visualization dashboards to make sense of all its delivery centers’ data, present it in ways that make sense to the business, and quickly chart its next steps on its improvement journey.

Jennifer Kruman, Executive Director, Business Insights & Analytics and Service Management Operations Lead, OneSource at Estee Lauder

3:00 - 3:15 pm
Refreshment Break
General Session F
3:15 - 4:00 pm

It “Takes a Village” of Considerations to Successfully Scale Intelligent Automation

Most enterprises today have adopted some type of intelligent automation, whether basic RPA or more advanced technologies. Yet many – if not most – are failing to realize the expected benefits. Why? They’re scaling them as one-off opportunities, instead of end-to-end programs. This panel of experts will discuss the many different critical success factors for scaling an intelligent automation program, including validating your operating model, creating a Center of Excellence, rethinking data, and investing in new skills and ways of working.

Todd Lohr, Principal, Digital Enablement, KPMG

General Session G
4:00 – 5:00 pm

PANEL: Business Natives: A Critical Success Factor in the GBS Lifecycle

GBS and shared services organizations, just like the enterprises they support, have a lifecycle that’s impacted by multiple forces. And there are times during that lifecycle when an executive with knowledge of the business, the culture, and the players is critical to the success of the services delivery organization.

During this session, you’ll learn why this business-native experience is so vitally important, and what it’s like to come into a GBS organization without GBS experience.

Moderator:

Deborah Kops, Senior Advisor, The Conference Board, and Principal, Sourcing Change

 

Panelists:

Judith Garcia Galiana,Vice President Global Service Centers, 3M

Joy Greenway, Vice President, Global Business Solutions, General Motors Company

Janet Ramey, Senior Vice President, Employee Services, Cisco

5:00 – 6:00pm

Cocktail Reception
Hosted by KPMG

 

 

Day Two | Wednesday, October 23, 2019

8:00 - 8:30 am
Continental Breafast
General Session H
8.30 – 9.30 am

PANEL: Transforming the Employee Experience at Every Step of the Service Delivery Value Chain

Enterprise Service Management (ESM) is a framework for providing a consistent, streamlined employee experience from request to receipt of services. ESM is taking hold, initially within individual functional areas, but increasingly as a consistent way to deliver and optimize complex, interconnected global business services (GBS). During this session, you’ll hear how several companies are combining the people, process, and platform aspects to transform the experience, delivery, and service of GBS functions, including IT, finance, HR, legal, marketing, and procurement.

Moderators:

Liz Evans, Principal, KPMG

Mitch Kenfield, Principal, KPMG

 

Panelists:

Jodi Dudley, Head of Global Business Solutions, Ford Motor Company 

Donna Naomi Woodruff, Senior Director of Service Enablement & Intelligent Automation, Cox Automotive

Len Peters, Global University Chief Information Officer and Vice President, New York University

General Session I
9:30 – 10:15 am

A Process Mining Playbook for GBS Success

Process mining is an essential tool for streamlining operations, increasing transparency, and delivering better, faster services. This session will detail how to develop and implement a process mining playbook that will enable you to succeed in today’s digital environment.

Rob Bradford, Senior VP of GBS Operations, Akzonobel

10:15 – 10:30
Refreshment Break
General Session J
10:30 – 11:15 am

PANEL: Global Process Ownership Isn’t an Optional Ingredient

Most GBS and shared services organizations employ a global process ownership model when they reach a certain level of maturity. As they increasingly embrace automation, the need for global process ownership becomes even more critical. During this session, you’ll learn how some of the world’s top services delivery organizations are baking this essential ingredient into their recipe for success. 

Moderator:

Anshul Varma, Managing Director, KPMG

 

Panelists:

Phyllis Gallay, VP, Global Shared Services Operations, BD

Kamila Grembowicz, SVP Global Business Services, adidas Group

General Session K
11:15 am – 12:00 pm

PANEL: Shared Services as a Career Stepping Stone

Some shared services and GBS leaders love their role and function so much they couldn’t conceive of making a career change. Others eventually decide that moving into a different role will be valuable for them and their organizations. But they often feel, or fear, that there are few defined career paths, that their value is pigeon-holed, and that their stint in shared services is getting in the way of new opportunities.

During this session, you’ll learn from leaders who have mastered moves out of shared services, and how they were able to translate the value they create into other roles.

Moderator: 

Deborah Kops, Senior Advisor, The Conference Board, and Principal, Sourcing Change

 

Panelists:

Bob Carroll, Vice President, Global Installed Base Sales, HP Enterprises

Christina Crowley, Sr. Vice President of Strategy and Operations, Services and Digital, Dell

Seminar sponsor
Everest Group - 2019 Global Business & Shared Services Conference - Precon Sponsor
Lead Sponsor
KPMG - GBS 2019 - Lead Sponsor