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Transforming Outsourcing Governance

Transforming Outsourcing Governance

Chamber of BPO&IT ANDI - Colombia

Chamber of BPO&IT ANDI - Colombia

People, Process, Performance

People, Process, Performance


IAOP Member of the Year

As an association “of outsourcing professionals for outsourcing professionals,” IAOP’s success depends on the willingness of its members to contribute their time and talents. Annually, IAOP recognizes those who have made exceptional contributions to the association and its members. These individuals are recognized by their peers at a special awards luncheon held at the association’s annual global gathering — The Outsourcing World Summit®.

On behalf of all of our members and the entire global community of outsourcing professionals, we thank them for their dedication, contributions and leadership.

PHOTO: IAOP honored two of its members at a luncheon ceremony during its annual conference, OWS18 on February 20, 2018. From left to right, Maura Hudson, COP, Senior Vice President, Newmark Knight FrankDebi Hamill, CEO, IAOP and Sherry Jost, COP, Advisor, IAOP Authorized Trainer.

The 2018 Award Recipients

Sherry Jost, COP

IAOP Authorized Trainer

For 25 years, Sherry has contracted for Services and governed MSAs/LSAs for deals from $50k to $700m. She is PMP, MBA and IAOP COP certified.

Sherry is an authorized trainer for the COP Master Class and also co-chairs the Voice of the Customer Chapter.

Maura Hudson, COP
Senior Managing Director
Newmark Knight Frank

Maura serves as advocate and enabler of strategic analytics, sales operations and marketing collaboration and project management for strategic business development forecasting, corporate solutions network development and management, board and client relationship development, client and prospect communications, and other activities.

Maura co-chairs the Women's Empowerment Chapter and the Real Estate & Facilities Management Chapter.
The 2017 Award Recipients

Mary Lewis

Sourcing Manager II, Supply Chain Management
Sprint Corporation

Mary Lewis is a supply chain professional, with extensive experience in sourcing, negotiating, and managing strategic procurement agreements. A participant in Harvard University’s inaugural “Teaching Negotiation: A Symposium on Excellence and Innovation for Teachers and Trainers” Mary speaks nationally on a broad range of supply chain and sustainability topics.

Mary is a co-chair of the IAOP Voice of the Customer Chapter and is a member of the judging panel for the Global Outsourcing 100 program.

Marko Kovacevic


Marko has 15 years of experience in areas of international relations, consulting, marketing, business development and BPO services. Prior to becoming CEO of Trizma in 2012 he served in management and executive capacities in Atlantic Council of Serbia, Megatrend University, Telenor, Virtuoni, Dupont Carter and Insomnia Serbia.

Marko is a co-chair of the IAOP Eastern Europe Chapter and is a member of the Central & Southern Europe Regional Advisory Board.
The 2016 Award Recipients

Donald Mones, COP
MUFG Union Bank

Donald earned his COP in 2008 and has been an active member of the IAOP since that time.
Prior to his role with Union Banks, Donald was with Morgan Stanley as the VP of Outsourcing Risk Management and Oversight. Key to his current role is to interpret the impact of outsourcing regulatory changes on Outsourcing policies and procedures and to incorporate changes to ensure regulatory compliance.
Prior to that role he was at Viacom Inc., as vice president of the Vendor Management office with primary focus on IT Software and Professional Services expenditures, leading negotiations, renegotiations, vendor selection, and the RFX processes. Among his other management positions include MetLife (AVP IT Procurement and Sourcing and The McGraw-Hill Companies (VP Outsourcing Strategy and Planning).
Key to Donald success has been establishing close partnership with internal business units and vendors. Other key area of responsibility have included identifying and implementing sourcing improvement opportunities, enhancing vendor partnerships and achieving innovation in contract and delivery negotiating innovation.
Donald is a frequent speaker at outsourcing conferences and is involved with several chapters of the IAOP. He is also co-chair of the IAOP New York Chapter and advisory member of the IAOP Voice of the Customer Chapter,


Michael Nacarato, COP
Managing Director
MUFG Union Bank

Michael is an active member of the IAOP and he currently Chairs the Texas Chapter and is a Co-Chair of the Governance and Voice of the Customer Chapters.

Michael has designed, developed and implemented onshore, nearshore and offshore outsourcing operations for three major financial institutions, including his current organization. The program infrastructures he established enabled his business partners to increase operational efficiency and effectiveness by leveraging outsourcing as a strategic lever.

Michael has spoken at several Outsourcing World and European Summits and has served on a previous Summit Program Committee.
The 2015 Award Recipients

Bill Hefley, Ph.D., CDP, COP
Clinical Associate Professor
Katz Graduate School of Business and College of Business Administration
University of Pittsburgh
and Director

Bill is an authorized trainer for the COP master class, serves on both the CSR and Training and Certification committees, Co-chairs the Global Human Capital Chapter, is a Global Outsourcing 100 judge, and Chair of the GOSRIA award judging committee and is a Corp. & Professional Development Strategic Alliance Partner.  He co-authored IAOP’s Outsourcing Professionals’ Guide to Corporate Responsibility with Ron Babin.
Ron Babin, Ph.D., DBA, COP
Ted Rogers School of Business
Ryerson University

Ron is an authorized trainer for the COP master class, serves on the CSR committee, co-chairs the Canada chapter, serves of the North America Outsourcing Academic Workshop Committee and is an academic Strategic Alliance Partner. He co-authored IAOP’s Outsourcing Professionals’ Guide to Corporate Responsibility with BillHefley.
The 2014 Award Recipients

Dr. Jane Siegel, COP
Co-Director, CSMIC and Senior Scientist
Carnegie Mellon Silicon Valley

Jane serves on IAOP’s Training & Certification Committee, Advocacy & Outreach Committee; is Chair of the Cloud Computing Chapter and is instrumental in IAOP's efforts to both grow and serve our membership in Latin America.
Scott Phillips
Senior Manager, Comm and High Technology

Scott has been the CSR Committee special lisaion since it's inception. He is a long-time member of IAOP’s program committee and worked tirelessley on bringing the CSR program on the final day of the 2014 Outsourcing World Summit to life!
The 2013 Award Recipients

Cheryl Seely, COP

Cheryl Seely has been involved with IAOP since its inception and has attended just about every Outsourcing World Summit.  She serves on the Training and Certification committee and is a Global Outsourcing 100 Judge.  She is a tireless advocate of our COP program and was one of the pioneer COPs.
Zachary Misko, COP
Vice President

D. Zachary Misko is Vice President-Workforce Strategy and member of the Leadership Team at Kelly Services, Inc. Outsourcing & Consulting Group (KellyOCG). Zachary works with Fortune 500 clients throughout the world to develop and implement innovative talent management solutions within a company (HR solutions, RPO, recruitment, metrics, sourcing, LEAN). Zachary is a member of IAOP’s Latin America and Asia Pacific Regional Advisory Board, Training and Certification Committee, and recently earned his COP.  He has been a strong advocate for the COP certification and supporter of IAOP globally.

 Zachary Misko named by, Workforce Management magazine, as 2011 Game Changer, within HR and Workforce Solutions. One of 15 people named to this annual list/recognition. Zachary Misko named to the 'PowerHouse 25' by (IAOP), this list recognizes the top 25 leaders in global outsourcing. Zachary is a Sr. Executive Board Member of Best Practice Institute (BPI). Zachary Misko is co-chair of the Human Resource Outsource Association (HROA) Publications & Practices committee, since Jan 2010 and serves as a Director on the North America Board (HROA).
The 2012 Award Recipients

Eric Rongle
Eric Rongley currently serves as the Chair of IAOP's Shanghai Chapter, Chair of IAOP's China Advisory Board and is the former Chair of the Ethics and IT Committee of the American Chamber of Commerce in Shanghai. He is founder and CEO of Bleum, Inc.
Mary Lacity
Professor of Information
College of Business, University of Missouri

Dr. Mary Lacity is a Professor of Information Systems and an International Business Fellow at the University of Missouri-St. Louis and Research Fellow at The Outsourcing Unit, London School of Economics. She chairs the Midwest chapter of IAOP.
Rene Herlaar, COP
Head of Network, Technology Networks
Vodafone, The Netherlands

René Herlaar works at Vodafone Netherlands where he holds the position of Head of Mobile Network. René has a bachelor of built environment and graduated as Certified Outourcing Professional®.
The 2011 Award Recipients

Chris Long, COP
StayWell Health Management

Chris is a long time corporate member and Chair of IAOP’s Voice of the Customer Chapter, as well as a member of the IAOP Membership Committee and GEO Subcommittee.

In addition, Chris facilitates the customer only networking sessions at The Outsourcing World Summit. Chris is also a COP and an Advocate for IAOP’s Corporate and Professional Development Programs.

Chris has deep experience in the health care industry and Business Process Outsourcing. He is currently Chief Operations Officer at StayWell Health Management, where he is responsible for the company's business delivery operations and Information Technology. Previously, Chris was Senior Director of Outsourced Operations at Blue Shield of California. In this role, he drove development, delivery and ongoing management of the Business Process Outsourcing strategy for Blue Shield.
Bobby Varanasi, COP
Matryzel Consulting Inc

Ramaprasad “Bobby” Varanasi is a long time corporate member and an IAOP Global Ambassador. He is also Chair of the IAOP Malaysia Chapter and a authorized trainer for the COP master class. Bobby was instrumental in introducing the COP program around the globe and winning support for the program from the Malaysian government. IAOP’s COP program is the first senior management program the Malaysia government has given its endorsement to.

Bobby is founder of Matryzel Consulting, a strategic advisory firm focusing on governments [to enable ICT sector development] and corporations globalize services. He brings with him over 15 years of experience in consulting and management across IT, Business Process services and building global sourcing operations. He served in various positions within Strategy Consulting, Country Market Development, Program & Risk Management, Service Delivery and Customer Relationship Management. Bobby has also advised Fortune 500 customer organizations on Strategic Planning, Mergers & Acquisitions, JVs, Private Capital Investment Evaluations, Process Reengineering, Pricing Strategies, Sourcing Relationships, Business & Financial Modeling et al, contributing immensely to global sourcing for clients. His international experience across various markets – Europe, USA, Middle East, and Asia Pacific – has enabled him develop expertise in services globalization.
The 2010 Award Recipients

Rich Etzkorn
Senior Vice President
Cassidy Turley

Rich Etzkorn is responsible for the overall management of Cassidy Turley Corporate Services operations. Cassidy Turley Corporate Services is the premier provider of outsourced corporate real estate services to corporations.

In his current capacity, Rich oversees the account teams comprising more than 250 associates. These teams are responsible for managing more than 22,000 locations for Colliers’ clients in the United States and across the globe. Each working day, these teams complete a turn-key new store opening every 80 minutes and a lease renewal every 45 minutes for several major companies. These companies include: Humana, Proctor & Gamble, Hanesbrands, Sara Lee, Edward Jones; H&R Block; Baskin Robbins; UPS Stores and others.

Rich chairs the IAOP Midwest Chapter.
Julia Santos, COP
Director- Worldwide
Strategic Outsourcing
Johnson & Johnson
Group of Consumer

Julia Santos has industry experience dating back to 1990. She established a "Center of Excellence" for R&D Contracting and Outsourcing and supports over half a billion in annual R&D spend globally. She has implemented a “Best in Class” outsourcing strategy, resulting in 50% reduction in contract cycle time and over $100M in cost savings.

Julia co-chairs the IAOP Global Human Capital Chapter and is industry leader in outsourcing.
The 2009 Award Recipients

Bill Hall
Founding Partner
Pretium Partners, Inc.

After graduating from the University of Virginia, Bill Hall has gathered 25 years experience in sales and marketing. His expertise was developed in technology and services sales, services marketing and services management. He co-founded Pretium Partners in 1997.

Bill has authored articles on value selling, as well as “Value Assessment in Outsourcing, A Study of Outsourcing Justification Practices,” a study conducted by Pretium and The Fisher College of Business at Ohio State University.

Bill has been contributing tirelessly to the industry since before IAOP was even off the ground. He formed and co-chairs IAOP’s Sales & Marketing Chapter, chairs our Member Services Committee and at this year’s Summit, hosted the Customer Experiences Track. Bill is someone who has always been there for IAOP and its members and never says “no,” whatever the need, but instead says “here’s how.”
William Metz, COP
Global Business Services,
External Business
Development Manager
Procter & Gamble

William Metz has been delivering business solutions for some of the world’s largest companies for more than 20 years. These companies include Procter & Gamble, General Electric, AT&T, American Electric Power and Marathon Oil. His specialty areas include architecture consulting, application development & support, competency development, project management, and sourcing.

Bill has been on the forefront of the trend to use outsourcing and global sourcing approaches, has led a number of key sourcing initiatives at P&G that have delivered significant savings and flexibility, and holds the Certified Outsourcing Professional (COP) certification. His current focus is on increasing the pace of new innovation and extracting additional value from existing P&G solutions via strategic partnerships.

What has made Bill Metz a standout is his unstoppable willingness to share his experiences, learning, insights and cutting-edge thinking on outsourcing from his work at Procter & Gamble with our members around the world. In the last 12 months, Bill has participated in two Outsourcing World Summits, our European Outsourcing Summit and has represented IAOP in China. He also co-chaired the Greater Cincinnati chapter.
The 2008 Award Recipients

Neil S. Hirshman, COP
Kirkland & Ellis LLP

Neil's practice is focused on intellectual property and technology related transactions, both domestic and foreign, including outsourcing (business process, information technology, and application service provider, or ASP), software, software development, trademark, patent and technology licensing, and strategic alliances.

Neil has represented both customers and service providers in the outsourcing (onshore, nearshore and offshore) of many functions, including information technology, finance and accounting, human resources, real estate, procurement and e-learning. Neil represented PricewaterhouseCoopers in its business process outsourcing transaction with Nortel Networks, which was at the time the largest multi-process, multi-country business process outsourcing (BPO) transaction.

Neil obtained a J.D. from Harvard Law School, a B.S. in electrical engineering from University of Illinois and is a registered patent attorney.  Neil is the founder and chairman of the Chicago Chapter of IAOP and has earned the designation of Certified Outsourcing Professional (COP).
Kurt Kohorst, COP
Assistant Vice President
Safeco Insurance

Kurt Kohorst brings more than a decade of property and casualty insurance experience to his business process outsourcing (BPO) leadership role at Safeco, Before becoming assistant vice president of BPO programs, Kurt was responsible for process improvement, workflow metrics and project management for Safeco’s six regional commercial underwriting offices. He also has experience as a commercial multi-line underwriter and helped set up the first call center for direct service to Safeco’s commercial customers.

Kurt and the BPO team have developed and implemented the standards for outsourcing at Safeco. Kurt has experience across the full outsourcing lifecycle — from identifying opportunities to service management. Kurt runs the outsourcing program management office that has completed seven projects in less than 18 months. Their mandate is to speed project execution and minimize risks while maximizing benefits. Kurt and his team have developed a standard methodology for consistently delivering projects.

Kurt is an active IAOP member . He serves on the organization’s Research Committee,  co-chaired  IAOP’s Pacific Northwest Chapter and is a judge for its annual evaluation of top service providers (known as “The Global Outsourcing 100”). In June 2007, he earned the designation of Certified Outsourcing Professional (COP).

For more information on the Member of the Year Awards, email memberservices@iaop.org.




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