September 10, 2015 · BAE Systems Resource Center · Charlotte, NC
www.DefenseSharedServicesTour.com
An inside look into one of the world’s leading global defense,
security and aerospace companies!
BAE SYSTEMS SHARED SERVICE OPERATIONAL
STATISTICS
Key Responsibilities
Tom Nesteruk
Director HR Shared
Services /
Resource Center Site
Manager
BAE Systems
Lynn Roberts
Director Finance
Shared Services
BAE Systems

Oversee the HR shared services function which provides
inquiry and transactional services for over 30,000 BAE
Systems employees throughout the U.S. and processes over
150,000 transactions annually
 Lead a staff comprised of 50 HR/Payroll/HRIS
professionals
 Partner and liaison with Centers of Expertise (COE) and
Business Sectors in support of organizational goals and
objectives
 Manage departmental financial and service level targets
Responsibilities
KeyResponsible
for the overall safety, health and welfare for the
Resource Center facility and employees
 Oversee daily operations of the Finance Shared Services,
which includes accounts payable, payroll/time collection,
travel and expense, business operations, audit and
compliance and the Finance Contact Center
 Accountable for operational performance against goals and
metrics, creating and implementing shared services strategy
and partnering with business sector leaders to meet
customer service expectations
 Lead a staff comprised of 148 Finance professionals
 Manage departmental financial and service level targets
Tom Nesteruk
Director HR Shared
Services /
Resource Center Site
Manager
BAE Systems
Lynn Roberts
Director Finance Shared
Services
BAE Systems
BAE Systems Shared Services Journey
BAE Systems’ shared service leaders will go in depth about the strategy and
structure of their center whose mission is apply best practice, common solutions and
the economies of scale to services that help make processes simpler, more
productive, and more cost effective. By harnessing the benefits of Shared Services,
BAE Systems can concentrate on its core business, knowing its work is supported by
the SSO’s expertise.
BAE Systems chooses Shared Services for:
· Using service level agreements to record and measure deliverables
· Implementing a robust Customer Satisfaction (perception) process
· Driving Continuous Improvement through a passion for service excellence
· Transparent tracking of customer benefits
· Externally benchmarking what we offer to ensure cost, service and capabilities
Key Responsibilities
Lynette
Brinkley
Human Resources
Manager
BAE Systems
Lorraine
Winslow
Payroll Director
BAE Systems
•
Oversee day-to-day operations of the HR Shared Service
Center
• Lead, develop, and manage the performance of twelve
HR/Payroll representatives
• Maintain an effective team environment with a strong
accountability for customer service
• Monitor and analyze call statistics to improve processes and
efficiencies to better support HRSS customers and maintain
service level objectives
Key
Responsibilities
• Identify
and implement systemic changes to improve
transactional processes
• Responsible for delivery of payroll and time collections
services to employees located across the enterprise in the US
and on international assignments
• Provide strategic direction for managing payroll operations
and time and labor systems
• Interact with Finance, Human Resources, Benefits, Labor
Relations, and Center of Excellence teams across the
enterprise
• Lead a team of 50 finance professionals
Key Responsibilities
Todd Maffe
IT Service Desk
Manager
BAE Systems
•
Provide leadership and oversee day-to-day operations of the
IT Service Desk
Ensures customers are provided cost efficient, effective, and
timely support for IT related issues or requests
Implement methodologies to improve first-call resolution
Provide daily, weekly, and monthly metrics, status reports,
and graphical reporting to senior leadership
Drive team goals for call, ticket, and quality performance
based on performance standards
•
•
•
•
Key Responsibilities
Toni-Stone
Brinson
U.S. Shared Services
Customer Care
Resource Center
BAE Systems
•
•
•
•
Proven leader in multi-faceted environments
Created the foundation of many well performing teams
spanning across multiple locations, disciplines and vendors
Professional experience in HR and Finance Shared Services,
Financial Services and Healthcare with results delivery in
operations, project/program management, customer care,
contact center and solutions delivery
Core strength in development and understanding of metrics
and key performance indicators for performance
management, industry competitiveness and results delivery.
Key Responsibilities
Dave O’Brien
Travel & Expense
Manager
BAE Systems
•
Lead the Travel Expense team consisting of 13 auditing
operations personnel, four card management professionals,
and two Concur expense tool administrators
Responsible for T&E and purchasing card issue,
management, and maintenance in addition to expense
auditing
Manage accurate and timely processing of company travel
and purchasing card expenses
Responsible for processing candidate travel expense
supporting Talent Acquisition
•
•
•
Key Responsibilities
Hector
Montalvo
Director of Accounts
Payable
BAE Systems
•
•
•
•
•
•
Responsible for the day-to-day operations of the accounts
payable department
Maintain and stabilize existing and new processes related to
the AP implementation as well as agreed service-level
agreements
Supervise four direct reports and 49 indirect reports
Manage the processing of approximately 47,000 invoices per
month
Oversee the full and timely disbursements cycle to Suppliers
via EFT, checks and wires
Coordinate supplier 1099 tax reporting process
BAE Systems Shared Services
Tour
Leaders:
Lynette
Brinkley
Human Resources
Manager
BAE Systems
Todd Maffe
Dave O’Brien
IT Service Desk Manager
BAE Systems
Travel & Expense
Manager
BAE Systems
Lorraine Winslow
Toni-Stone Brinson
Payroll Director
BAE Systems
U.S. Shared Services
Customer Care
Resource Center
BAE Systems
Hector Montalvo
Director of Accounts
Payable
BAE Systems
Behind the Scenes Tour of BAE Systems’ Shared Services
Organization
See and feel first hand what goes on at this site. Hear leaders of each function or
process discuss their core
BAE Systems
Center
Staffing: Supports over 200 onsite personnel
functionsResource
and services.
• Official launch: Dec.19, 2011
Transactional processing per year:
•
Offering HR and Travel & Expense services
Current core functions:
•
•
•
•
•
Human Resources
Payroll & Time Collection
Travel & Expense
Accounts Payable
IT Service Desk
• $7 billion in financial disbursements
• 150,000 employee HR transactions
• 360,000 IT contacts
Primary customers include employees, managers, and
vendors of BAE Systems Business Sectors
Key Responsibilities
Mark Imhoff
Group Vice President,
HR Operations
Time Warner Cable
With more than 20 years of experience in the design, strategy and
implementation of HR programs, Mark Imhoff joined Time Warner
Cable as the Vice President of HR Operations in November 2009. In
his current role, Mr. Imhoff manages the company’s HR operations
organization, which includes corporate benefits, HRIS, employee
relations and the employee services center.
Prior to joining Time Warner, Mr. Imhoff most recently served as the
Director, People Services North America, for Alcoa in Pittsburgh, Pa.
He managed Alcoa’s North American HR shared service department,
which included benefits administration, global HRMS strategy and
operations, payroll, travel and expense, expatriate administration,
relocation,
customer service and health and welfare plan
Key Responsibilities
management.
Ken Hicks
VP, HR Shared Services
Rexam
Rexam is a leading global producer of beverage cans for
companies such as Coca-Cola, Anheuser-Busch, Red Bull and
Pepsi. Ken has held leadership roles in operations and
engineering with Newell Rubbermaid and Rexam. Seven years
ago he transitioned to Human Resources and implemented HR
shared services in North America, utilizing his operations
background and six sigma tools throughout the development.
With Shared Services Rexam has been able to refine processes,
standardize policies across the businesses and provide new
services with a more cost effective model.
Mark Imhoff
Group Vice President,
HR Operations
Time Warner Cable
You’ve Tackled the Big Stuff… So What’s Next? Finding
Additional Opportunities to Leverage Mature Shared Services
Organizations
When you think of HR shared services what comes to mind? Benefits
administration? Payroll? Leave of absence?
Employee data collection and maintenance? This session will examine how the Time
Warner Cable (TWC) HR shared service organization has gone beyond the
traditional shared service offerings to deliver scalable solutions to business problems
and reduce financial liabilities. Attendees will hear how the use of HR shared
services in conjunction with technology and strategic outsourcing has allowed TWC
to make a significant impact on its hiring and unemployment claims processes.
Ken Hicks
VP, HR Shared Services
Rexam
Does Reorganization Equal Disorganization? How Does M&A,
Divestiture and SSO Restructuring Impact the Shared Services
Strategy?
Obviously SSOs don’t live in a vacuum. Forces that propel the business in one
direction or another have a direct and oftentimes massive impact on the SSO. One of
these forces are M&As and Divestitures, which usually cause huge reorganization
initiatives that take time, cash, and attention.
In this session, executives from companies who have gone through the choppy waters
of reorganization give tips to:
· Manage multiple platforms
· Continue to provide the services developed over the years, but at a more effective
cost model
Ken Hicks
Mark Imhoff
VP, HR Shared Services
Rexam
Group Vice President,
HR Operations
Time Warner Cable
What Is the Future for Shared Services?
· How are service delivery models changing and how can SSOs adapt quickly and
more efficiently?
· How are outsourcing relationships changing and how can they be managed more
effectively?
· How can SSOs best take advantage of the potential business analytics and
intelligence has for the organization?
· How can SSOs better work with the businesses to improve relations and guarantee
buy-in?
….and more!
Other Panelists Include:
Kurt Pearson, Strategic Planning Manager, Enterprise Global Services Strategy ,
Wells Fargo
The BAE Systems Site Tour, taking place in Charlotte,
NC on September 10th, is an exclusive event for
leaders responsible for their shared services and
transformation initiatives, especially in a multifunctional
shared services organization.
To view all sessions, topics, and speakers take a look at
the official agenda or visit
www.DefenseSharedServicesTour.com.
September 10, 2015 · BAE Systems Resource Center · Charlotte, NC
www.DefenseSharedServicesTour.com