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Agile Accelerate Program at IBM

Agile Accelerate Program at IBM

The Sales Transaction Support (STS) organization embarked on a first-of-a-kind enterprise operations agile transformation. This involved forming a small local accelerate team who became known as the A-Squad. The goal was to pioneer a new way of working to better manage work, improve speed, have happier employees and delight clients. Check out the full story to learn how to make major transformations to workstreams. Content courtesy of IBM. 


Why Latin American Order-to-Cash Operations Are Ripe for Shared Services

Why Latin American Order-to-Cash Operations Are Ripe for Shared Services

Latin America is an emerging market for BPO & Shared Services; as a result, we expect the Order-to-Cash process to come under greater scrutiny in the immediate future. This article compares global OTC processes with what exists in Latin America today, based on the author's experience of working with these markets.

Speaker Interview: Lina Palacios - Part 1

Speaker Interview: Lina Palacios - Part 1

Lina Maria Palacios, Manager of Finance, SSC, Latin America Performance at Teva Pharmaceuticals, and speaker at the approaching Summit, discusses tips and strategies for emerging companies regarding outsourcing, and opening single versus multi-function centers.

2015 State of the Shared Services Industry Report

2015 State of the Shared Services Industry Report

The 2015 State of the Shared Services Industry report provides an insightful look at how shared services operations around the world are reacting to challenges - namely process optimization, digital transformation,data analytics, automation & new and evolving skill sets - and the opportunities presented by these trends. We've canvassed our global SSON practitioner community and documented responses from 450 Global and Regional Directors and Leads of Shared Services, Finance, HR and GBS for insight into their own practices.

Challenges and Solutions in Complex LatAm Markets

Challenges and Solutions in Complex LatAm Markets

Jenn Moline, Director of International Accounting and Finance at Verizon, and speaker at the approaching summit, discusses outsourcing to and from Latin America, the regional differences in workplace culture, and the challenges she meets on the finance and administrative side of the SSC.

Captivating our Customers through Continuous Improvement

Captivating our Customers through Continuous Improvement

Andrea Mena Sudasassi, Service Delivery Senior Manager at Coca-Cola, describes the company's dashboard evolution path, defect and project management processes, governance and talent development models, and much more in this past presentation.

How Ready are Latin American Shared Services for the 5 Mega Trends Disrupting Service Delivery?

How Ready are Latin American Shared Services for the 5 Mega Trends Disrupting Service Delivery?

SSON's 2015 State of the Shared Services Industry Report is expanded greatly to include a direct focus on the Latin American region. We have extrapolated detailed and actionable trends from our surveys of regional industry professionals, regarding topics such as performance optimization, data analytics, customer service, and more!

Culture Shock: What the Latin American Cultural Landscape means for your Shared Services Center

Culture Shock: What the Latin American Cultural Landscape means for your Shared Services Center

Matthew Noe, Latin America Regional Shared Services Manager at Caterpillar - Panama, and speaker at the approaching summit, cut his location's attrition rates from 25% down to single digits, cut call times from 45 minutes on hold to a few seconds, and achieved the distinction of a Great Place to Work. Find out how he overhauled his center's culture to accomplish these achievements.

You've Opened a SS Center ... Now What?

You've Opened a SS Center ... Now What?

Celia Ortiz outlines what an SSC can do for Latin America's changing economy as it faces political uncertainty. Her five points include: 1.) Optimization of processes 2.) Cost reduction 3.) Centralization of processes 4.) Tax planning and 5.) Automization. 

Speaker Interview: Lina Palacios - Part 2

Speaker Interview: Lina Palacios - Part 2

We continued our interview with Lina Maria Palacios, Manager of Finance, SSC, Latin America Performance at Teva Pharmaceuticals, and speaker at the approaching Summit. In Part 2 she goes into common financial stumbling blocks and how to avoid them, standardizing processes across regions, and the key points to consider when organizing an SSC.

Sourcing Superstar Series: SMEs a Growth Opportunity for Tom Dobis, HP Enterprise Services

Sourcing Superstar Series: SMEs a Growth Opportunity for Tom Dobis, HP Enterprise Services

HP Enterprise Services' Tom Dobis talks about global BPO trends, the growing importance of the mid-market and this sector's desire for a "Mercedes experience at Chevy prices" as well as the fast-moving, fast-expanding practice for business analytics.

Identify Opportunities for Improvement and Standardization

Identify Opportunities for Improvement and Standardization

Federico Demarin, Regional Human Resources Director, Swarovski Latin America, impresses the importance of the customer in building and developing a SSC. Ask yourself, "Is the Voice of the Customer reaching your HR services strategy?" It needs to be, he says.

Business-to-Government Financial Regulations Intensify Tax Risks

Business-to-Government Financial Regulations Intensify Tax Risks

The fact is that, with Governments increasingly pushing new transparency initiatives, the constant changes to invoicing and tax policies across Latin America are putting companies at financial risk.

Download this whitepaper to find out how to mitigate against this risk through process automation and real-time reporting.

Mercadolibre Answers the Question: Why Shared Services in LatAm?

Mercadolibre Answers the Question: Why Shared Services in LatAm?

Mercadolibre's Country Manager in Uruguay Karen Bruck, shares the company's KPIs for the center, its regionally-focused metrics, and the five reasons it decided to land in Uruguay -- 1.) Geographical closeness to HQ 2.) Reliability 3.) Tax Advantages 4.) Talent and 5.) Technology and infrastructure.

Potenciando un SSC

Potenciando un SSC

A presentation by Carlos Longo Alberto. 

Critical Aspects for Deciding by Outsourcing

Critical Aspects for Deciding by Outsourcing

Arnaldo DiPetta, LATAM FSSC Sr. Manager at AVON, and past speaker at our event, discusses challenges in the Latin American market, priorities and best practices in outsourcing, and increasing & outsourcing added value in this informative past presentation. 

Como Definir La Herramienta Tecnologica Para Automatizar Todo El CSC

Como Definir La Herramienta Tecnologica Para Automatizar Todo El CSC

Ana Maria Gomez Sarmiento, Profesional en Finanzas y Relaciones Internacionales Especializacion en Evaluacion y Desarrollo de Proyectos at Grupo Thomas Greg & Sons, and past speaker at our summit, goes into software implementation, process standardization, and escogenica del software in this Spanish-language past presentation.

ALCOA Global Profile

ALCOA Global Profile

Carlos-Antonio Bonazzi, GBS ABS - Global Services & Compliance at ALCOA America Latina & Caribe, and past speaker at our summit, gives a Global Business Services overview, explores ALCOA's Services Portfolio and Management Model, and talks about people, customer, and growth strategies in this thorough past presentation. 

What if the World was Just 100 SSC's?

What if the World was Just 100 SSC's?

What if the world was just a village of 100 Shared Services Centers? Check out this amazing video put together by SSON that will breakdown global shared services statistics into something much more creative and consumable. Email EnquiryIQPC@iqpc.com to request a copy directly to your inbox. 

2017 Speaker Perspectives: Monsanto and Pepsico

2017 Speaker Perspectives: Monsanto and Pepsico

Ahead of the 2017 Shared Services & Outsourcing Week Latin America, we sat with a couple of our speakers to learn more about where they are on their SSO journey and what advice they have for those just starting out.