October 26 - 28, 2016
The Marker San Francisco, San Francisco, CA

Main Conference Day 1

08:15 - 09:00 Registration

09:00 - 09:15 Chairperson’s Welcome

09:15 - 10:00 Jumpstart your SSO Journey with a Compelling and Data Driven Business Case

Tony Sayer - Vice President, Assistant Corporate Controller Parker-Hannifin
Similar to other transformational initiatives, before you can successfully launch a new shared services organization, you must first prove that it will create value for
your organization by putting together an evidence-driven and persuasive business case. In this session, learn how to master the 3 key steps of building a solid
business case– calculating the anticipated benefits, projecting potential costs and conducting risk analysis of a new shared services initiative. In addition, take home
best practices on how to:
·· Develop an accurate current state baseline to compare against external benchmarks and highlight key opportunities for cost reduction
·· Successfully quantify and communicate both the financial and strategic benefits of shared services in a way that is meaningful to the business

Tony Sayer

Vice President, Assistant Corporate Controller

10:00 - 10:45 CASE STUDY: Herc Rentals’ (f/k/a Hertz Equipment Rental) Journey to Creating a Shared Service Center

Melissa Klatt - Senior Director, Shared Services Hertz Equipment Rental
In 2014, the decision was made to separate Hertz Global Holdings and Hertz Equipment Rental into two separate, publicly traded companies. This meant pulling apart and creating a stand-alone Shared Service Center. It also meant defining a strategy, recruiting/hiring the right leadership and creating KPIs to
understand the starting point and eventually be able to celebrate successes. Most importantly, Herc Rentals had to define its mission and then create a culture to support the employees who would get us there. This session will allow you to:

·· Understand the value of measuring current-state KPI’s
·· Determine where to start in thinking about design/strategy
·· Discern the critical roles and leadership to get started
·· Create or redefine the culture that will get you through your journey
·· Assess the value in having the right consultants to get you started

Melissa Klatt

Senior Director, Shared Services
Hertz Equipment Rental

10:45 - 11:30 Networking Break and Demo Drive

While enjoying a light morning snack and beverages, dive into the solutions available to help you on your new shared services journey!

11:30 - 12:15 CASE STUDY: How D H Ltd. Set Up Global Delivery & Shared Services Capabilities

Vineet Guliani - Head, Shared Services, Planning & Operational Support D+H
Over the last few years, D H has been on a high growth trajectory, transforming itself from the Canadian market leading check printing company to a global financial technology provider. D H has acquired many companies in this journey and has a broad portfolio of products and services. This resulted in a growing need for the company to have 2 key capabilities: Global Delivery and Shared Services. In this session, hear how Vineet Guliani went from setting up global delivery capabilities to heading the planning & operational support group for the newly setup shared services organization. This involved supporting strategy definition, setting up governance structure, establishing a portfolio management office, managing relationships with shared services clients and vendors, setting up service level administration, putting the right technology solutions in place, hiring of staff, and driving adoption in the organization through service delivery excellence. Vineet will discuss how D H chose to:

·· Design its shared services organization functionally and geographically
·· Perform portfolio integration and governance
·· Determine what execution approach works in the organizational context
·· Drive performance to deliver value beyond labor arbitrage
·· Establish the right culture for a high performance team

Vineet Guliani

Head, Shared Services, Planning & Operational Support

Common sense tells us that no business survives over the long term if it can’t reinvent itself. However, human nature being what it is, fundamental change is often resisted mightily even by those who stand to benefit from it the most.
Considering shared services has the potential to drastically alter the both the culture and day-to-day operations of any given function, intense resistance to change is almost always to be expected. Therefore, this session offers:
·· An in-depth understanding of how to beat change resistance and overcome the anger, anxiety and confusion that often accompanies change
·· The tools necessary to cultivate change agents to manage the overall day to day change process and build a guiding coalition that ensures change process remains aligned with the organizational goals

Melissa Klatt

Senior Director, Shared Services
Hertz Equipment Rental


Vineet Guliani

Head, Shared Services, Planning & Operational Support

Joe Garza

Director, Finance Shared Services
Commerical Metals Company

13:00 - 14:00 Networking Luncheon

All the morning hustle and bustle has probably made for a much-needed lunch break! Join us for a delicious lunch and make new friends at your table.

14:00 - 14:45 PANEL: An Organization Is Nothing Without its People: The Talent Struggle and How SSOs Must Work to Stay Competitive in a Global Marketplace

Jerry Yerardi - Associate CIO, Campus Shared Services IT University of California, Berkeley
Ask 10 SS&O professionals what are their top challenges, and 9 of them will say, “TALENT!” The challenges vary, but the competitive landscape for talent, the difficulty in retention, and the development of a higher skilled workforce capable of strategic oversight beyond the transactional are usually top of mind. In this session, industry executives will discuss:

·· Career path framework so that you can keep the high potentials
·· Developing and retaining tenured, high-performing talent
·· Creating programs to incentivize beyond compensation
·· Up skilling your operational staff to head into more top-line roles like analytics

Jerry Yerardi

Associate CIO, Campus Shared Services IT
University of California, Berkeley

14:45 - 15:30 Captive vs. Outsourcing vs. Hybrid: Which Model is Right for Your Organization?

Sam Barani - Head, Global/Outsourced Shared Services Operations Salesforce.com
Do it yourself, let someone else do it for you, or something in between. Each model has its pros and cons. In this session, gain key insight into each model and gain a clearer picture of which one best fits your needs. Hear candid perspectives relating to:
·· How to determine the risks and rewards related to each model and whether they provide competitive advantage
·· The change management and communication challenges associated with each model
·· The key differences between managing a captive shared services and outsourced centers

Sam Barani

Head, Global/Outsourced Shared Services Operations

15:30 - 12:00 Networking Break

12:00 - 16:45 CASE STUDY: How to Most Effectively Work With Your Service Provider

You’ve decided to take a leap and partner with a service provider. This could be a BPO, a service automation company, a data analytics firm, or numerous other providers that exist within the shared services community. Now that your company is committed to the investment, you want to make sure you’re getting the most bang for your buck. Mistakes at the contracting stage can set the entire project back essential time and money - a wasted effort that no one will end up happy about. In this session, discuss how to:

·· Create meaningful SLAs to crystallized and communicate the who, what, when and where of service delivery
·· Partner with the business to establish service costs that both parties can agree on
In this session, executives from the University of California, San Francisco will discuss their success (and failures) in identifying a governance model that is both as structured, agile and standardized as it can be. Points of discussion will include:
·· What are the best ways to collaborate with vendors strategically to optimize outcomes?
·· How do we strike the right balance between efficiency by pushing our internal customers to standardize and effectiveness by adapting to changing business requirements?

Jenny Schreiber

Executive Director
University of California, San Francisco


Jason Stout

Manager, Human Resources Strategy
University of California, San Francisco

17:30 - 18:30 Networking Activity – Build Your Knowledge Bingo

This version of the popular game of chance is a great way to get to know your fellow industry peers, and forge new connections in a casual, non-work-related fashion.