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The World BPO/ITO Forum is an exclusive invitation-only event for C-level executives and decision-makers of U.S. enterprise companies who are currently using
�or are interested in evaluating �global sourcing opportunities and cloud services.
Health, Sensors, Wearables and the Internet of Things
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Presented by:
Stuart Crawford
VP Algorithms, JAWBONE
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Keynote Presentations  
Monday, June 02, 2014
9:10 AM – 10:10 AM
  Marv Adams
TD Ameritrade Holding Corp.
Marv Adams is currently an Executive Vice President, and Chief Operating Officer of TD Ameritrade. His career in technology & operations has spanned over 30 years. Past roles have included SVP, Global CIO & Head of Corporate Strategy for Ford Motor Company, SVP & CIO of Citigroup and President of Shared Services for Fidelity Investments.
He uses system's thinking, insights from complexity, Learning Organization & LEAN methods to inspire organizations to pursue being better, every day.
Mr. Adams holds a Bachelor of Science in Electrical Engineering from Michigan State University. Marv and his wife Lynn, have 3 daughters and 2 grandchildren.
01:30 PM – 02:20 PM
  Anil Bajpai
Senior Vice-President,
Global Head of Business Process Outsourcing (BPO), IGATE
Anil Bajpai is a Senior Vice-President and Global Head of Business Process Outsourcing (BPO), he is responsible for driving growth and strategy of the company. He is a member of the Management Council which has leaders representing diverse functions and regions within the organization.
Anil has over 30 years of experience in Financial Services Operations and Information Technology field. This experience has driven him in introducing multiple technology innovations in the Indian banking sector.
He has been with IGATE for over 13 years. Post IGATE – Patni merger, Anil was heading the Research and Innovation (R&I) and Emerging Practices. Earlier, he had initiated and led the BPO and Infrastructure Management practices which exhibited stellar growth.
Before IGATE, Anil was the Chief Operating Officer (COO) at Ideaspace where he was responsible for the technology transformation of ING India including introduction of multiple delivery channels. He has served in senior positions heading technology for organizations like HDFC Bank, Times Bank, Canara Bank and Indiainfo.com.
Anil holds his Master's degree in Mathematics from Lucknow University and Graduate Diploma in Technology Management from Deakins University, Australia. His interests include transformational innovation, disruptive technologies and poetry. He believes that everyone is a leader and can perform up to their true potential with the right level of motivation.
  Robert Dunigan
Senior Vice President,
Shared Services, Four
Seasons Hotels and Resorts
Robert is responsible for development and deployment of cross-functional Shared Services and Outsourcing solutions in Four Seasons locations worldwide. Robert works with hotel owner groups and external consultants in evaluating hotel performance and implementing various systems designed to impact flow-through.
Robert has over 20 years’ experience with Four Seasons in a variety of roles at the property, regional, and corporate levels across a wide range of geographies. Earlier experience includes work with Ian Schrager Hotels in New York and with Omni Hotels, both in hotel and corporate positions.
This year HFTP is proud to honor Robert F. Dunigan , CHAE , CHTP. CHTP of the Year Robert Dunigan has been in the hotel business since graduating from the University of New Hampshire in 1981, with majors in hotel administration and French. Bob has been employed by Four Seasons Hotels since 1991 and is an area controller , currently working with Four Seasons properties in Palm Beach , New York City , and Paris. Bob is also a member of the Four Seasons Technology Advisory Group; this body is an interdisciplinary group of senior managers who select and implement technology hardware and applications in all Four Seasons locations worldwide. Before working for Four Seasons , Bob worked as controller at the Omni Berkshire Place and Royalton Hotels in New York City. Bob has been an active HFTP member since 1988 and is past president of the Florida Gold Coast Chapter.
Bob has been in the hotel industry since before graduating from the University of New Hampshire in 1981 with degrees in Hotel Administration and French Literature. His work experience includes Hotel Controller positions at the Omni Berkshire Place and Royalton Hotels in New York City, as well as a 3-year stint as Senior Internal Auditor at the corporate level for Omni Hotels. In addition, Bob has participated in about 20 new hotel opening and takeover situations, leading to a broad perspective on Hotel Financial Management. Bob has been employed at the Four Seasons since moving to Florida from New York in 1991.In the past year or so, Bob has been assisting with newly acquired properties in Atlanta, Paris, Lisbon, and Johannesburg, South Africa.
A member of HFTP, IAHA since 1987, a member of the Gold Coast chapter since 1991, and a CHAE since 1995 , Bob was previously Membership Chairman , Chapter Secretary , and Vice President of our chapter. During the past year, Bob was President-Elect and Co-Chair of Program Speakers.
04:40 PM - 05:05 PM
  Chris Lord
Senior Vice President,
Global Growth Strategy and Marketing,
HGS – Hinduja Global Solutions
Chris Lord is a member of the global leadership team at HGS, a $410 million company specializing in business process services that enable best in class consumer interactions and transactions with enhanced customer experiences.
Chris Lord is a member of the global leadership team at HGS, a $410 million company specializing in business process services that enable best in class consumer interactions and transactions with enhanced customer experiences.
With over 25 years of experience in IT and BPO services, Chris has helped organizations achieve significantly higher performance including Wipro (Country Head), Accenture (Partner, Financial Services), and EDS (SVP Financial Services).
Chris has been an advisor to CEOs and executive leadership teams on outsourcing relationships across industries, launching new business divisions, M&A activities, marketplace assessments as well as developing and executing strategic growth initiatives.
His vast BPO insight and perspectives have been developed through deep client relationships providing strategic business services and through extensive operations in India, Philippines, Southeast Asia, UK, and throughout North America. This experience includes partnership facilitation, government incentives, business negotiations, risk management, and extensive relationships with third party advisors and industry analysts.
Chris is very engaged within the outsourcing industry and has facilitated and participated in thought leadership outsourcing panels in the USA, Canada and Nasscom BPO India.
05:05 PM – 05:30 PM
  Tanvir Khan
Vice President &
Global Head -BPO,
Tanvir Ali Khan serves as the vice president and global head of Dell BPO. Tanvir is a veteran of the BPO industry and has spent more than 23 years in IT and outsourcing. Tanvir is a hands-on BPO practitioner who drives process transformation combining technology, process optimization, analytics and automation. Tanvir’s approach to Dell BPO is based on a foundation of vertical industry-specific platforms layered with workflow and automation to maximize straight-through processing and continuously drive down human touch in transaction processing. Prior to joining Dell, Tanvir led Strategy and Global Sales at Wipro BPO, where he was responsible for the transformation office, leading the analytics practice and driving global sales. Tanvir also led sales and account management at Aditya Birla Minacs and was part of the leadership team that undertook a major acquisition and integration of the acquired company. Over the years, Tanvir has consistently delivered growth through large deals, developing leading-edge service offerings and thought leadership in Business Process Outsourcing. Tanvir earned his Master of Management Studies (MMS) from BITS Pilani in India.
05:30 PM – 06:30 PM
  Filippo Passerini
Group President – Global Business Services; CIO,
Procter & Gamble
Mr. Filippo Passerini has been the Chief Information and President of Global Business Services at Procter & Gamble Co., since July 1, 2004 and since 2008 respectively. Mr. Passerini served as Global Services Officer at Procter & Gamble Co. since July 1, 2004. He served as Global Business Services Officer at Procter & Gamble Co., from 2003 to July 2004. He served as Systems Analyst, Management Systems, Italy since 1981; Design Manager of Management Systems, Italy since 1986; Manager of Management Systems, Turkey since 1989; Manager, Management Systems, U.K. since 1991; Director of Management Systems at Procter & Gamble Latin America since 1994; Vice President, Management Systems of Procter & Gamble North America since 1997; Vice President of Information Technology for Global Beauty Care and North America since 1999; Vice President-Information Technology of Global Beauty Care and Global Health Care since 2000; Vice President-Marketing. Operations Team & Corp. Mktg. Leader, Western Europe-Greece since 2001; Vice President-Business Process Sourcing Study Transition Leader since 2002 and Global Business Services Officer since 2003. He serves as a Director of United Rentals (North America), Inc. He has been a Director of United Rentals, Inc. since January 22, 2009. Mr. Passerini holds a Degree at University of Rome, Doctorate in Statistics & Operating Research.
Tuesday, June 03, 2014
09:10 AM - 09:30 AM
  Lee Coulter
CEO Shared Service Organisation Ascension Health
Lee joined Ascension Health in September 2010 and is currently leading shared services for the Symphony transformation as CEO of the new Ministry Service Center based in Indianapolis.
Lee Coulter is an internationally recognized expert and sought after speak in Shared Services, Information Technology, Business Process Outsourcing (BPO) and Business Process Transformation. Lee is an industry analyst with HfS Research, a senior advisor with Frontier Strategy Group, and serves on the Global Steering Team of the Shared Services and Outsourcing Network. He has consulted and advised many of today's largest companies in shared services, outsourcing, and business process transformation.
Lee has more than 24 years of experience in shared services. He spent 15 years as a commercial service provider with General Electric in healthcare and hospital services as well as IT services. In the last 9 years, he has built and led multi-function shared services internally for companies such as AON and Kraft. Lee also has been deeply involved with the emerging market regions for more than 15 years having lived in Asia and Latin America.
In his role as Senior Vice President of Global Shared Services, Lee led Kraft's global IT, HR Services, Financial Shared Services, Enterprise Print, and Travel functions. He generated more than $130 million in annual savings leading the outsourcing of IT Operations, HR Administration, Print, and Facilities Management receiving Kraft CEO Roger Deromedi's "CEO Award" for his efforts. As a key leader in Kraft's Organize for Growth transformation, he led the implementation of more than 100 shared services across 9 functions.
Previously, he served as VP of Infrastructure Services at AON Corporation. There, he implemented ITIL and shared services, reduced costs by more than 35%, integrated legacy infrastructure from a long acquisition history, and eventually outsourced IT operations.
Lee spent 15 years with GE in many roles, such as VP in GE's IT outsourcing division, leading the Company's global Y2K initiative (where he received the President's Award from GE CEO Jeff Immelt) and led healthcare service businesses and operations in Asia and Latin America as an expatriate.
Mr. Coulter holds a BS in Electronics Engineering from DeVry University and has completed all course work for a BS in Electrical Engineering and a Masters Degree in Biomedical Engineering at California State University at Long Beach.
09:30 AM - 10:00 AM
  Carol Foley
Executive Vice President,
Director of Knowledge
Leo Burnett Worldwide
In her 39 years at Chicago’s leading advertising agency, the Leo Burnett Company, Carol Foley has worked on virtually every Leo Burnett USA client and many global clients across all major product categories, including such wide-ranging industry leaders as Disney, General Motors, Hallmark, McDonald’s U.S. Army, 7Up, Minute Maid, Coca-Cola, American Girl, Marlboro, Pillsbury, and Nintendo. Through the first half of her career, Carol worked on and later led a range of Burnett’s client-devoted research teams, where she became an expert in a diverse array of qualitative and quantitative research methodologies on the subject of persuasion, advertising research, brand positioning, brand personality, targeting, new product development, tracking, and campaign development. More recently, Carol has focused on continuing Leo Burnett’s long-term industry leadership in communications- and brand-related R&D and quantitative research tool development and analysis. Her early work with packaged good scanner data led to the discovery and development of the Buyer Strategy Detection approach to understanding consumer buying patterns, an approach now widely copied in the research industry. Most recently, she has created new models for advertising effects in the age of fragmented media, as well a powerful connections planning tool that optimizes brand contact points. In her current role, Carol directs Leo Burnett’s Human Lab, where she leads a cutting edge quantitative research group in the design, execution and analysis of a multi-million dollar annual research function serving both current Leo Burnett clients and, on a consultancy basis, other companies looking for growth-driving human insight. For the past decade, she has also partnered with Starcom MediaVest Group to apply her team’s tools and techniques to the media side of the marketing equation, helping to develop proprietary new ways to measure and assess the value of media properties through a “brand-minded” lens.
  Michael Peters
Global Director of
Corporate Strategy
Leo Burnett Worldwide
Throughout his 25-plus year career at Leo Burnett/Arc, Michael’s thought leadership and love for challenges have inspired clients and their marketing. Michael crafts marketing solutions from a 360° perspective gained from creating advertising, promotions, direct marketing and database programs for Philip Morris, Miller Beer, McDonald’s and Hallmark Cards to name just a few. Michael’s depth of experience working on one of the world’s most successful brands of all times, Marlboro, led him to build one of the most effective and sophisticated global data-driven marketing programs ever. It demonstrates that database marketing can truly refresh and reenergize a brand, connecting with people around the world in a way that translates into profitable sales and long-term loyalty. In meeting clients’ changing needs, Michael built an international database marketing capability that now serves 18 markets around the world. Michael leads the group of over 80 professionals in servicing global clients that include Philip Morris, Diageo and P&G from Moscow to Tokyo to Mexico City to Munich. In his non-spare time, Michael creates chaos with design and construction projects.
Please stay tuned for more exciting Keynote announcements.
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