Theme: Innovation through Digital Transformation.

On April 12th & 13th, the BPIAJ will bring together a diverse group of global experts, technocrats, local entrepreneurs, Government officials, BPO leaders, buyers and service providers at the first ever Outsourcing Symposium and Expo in Jamaica. Outsource2Jamaica Symposium & Expo will be showcasing the outsourcing - Business Process Outsourcing/Contact Centre, Information Technology Enabling Services (ITeS) & Knowledge Process Outsourcing (KPO) market space in Jamaica.

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The conference will offer an impressive list of international and local speakers who will make presentations on the impact of the BPO sector and the enormous potential for growth and economic development. List of presenters coming soon…


The Schedule

See what we have planned.

  • 9:00am - 10:00am WELCOME & OPENING REMARKS

    National Anthem

    Invocation – Pastor Glendon Powell, Pastor – Flanker’s Open Bible

    Sponsors’ Greetings – Mr. Stephen Price –Managing Director, Flow Jamaica

    Conference Overview Gloria Henry - President, Business Process Industry Association of Jamaica

    Government Remarks – Hon. Karl Samuda, Minister without Portfolio, Representing the Most Honourable Prime Minister

    Delegates Welcome Performance, Herbert Morrison School Band

  • 10:00am - 10:25am OPENING KEYNOTE

    “The Role of Technology in BPO” – Mark Hillary, Writer and CEO, Carnaby Content (Brazil)

    This opening presentation will provide a general overview of the role of technology in the transformation and evolution of the outsourcing industry. An introduction to current contact center and CRM industry trends and opportunities worldwide.

  • 10:25am - 10:45am NETWORKING COFFEE BREAK

    Networking Coffee Break sponsored by Jamaica Special Economic Zone Authority - Block C

  • 10:45am - 11:15am PRESENTATION:

    Nearshore's Future in the Digital Age -  “The Future of Nearshore in the Digital Age Key market dynamics in the context of Jamaican BPO delivery”

    Presenter: Peter Ryan, Principal – Ryan Strategic Advisory

  • 11:15am - 12:00pm OPENING KEYNOTE

    Opening Keynote: “The Growth of BPO and its Impact on the Jamaican Economy” Senator Aubyn Hill, Executive Director – Economic Growth Council

    PLENARY SESSION: “Jamaica’s Emerging Role in the Region”
    Jamaica outsourcing sector is improving in quality, the brand is well positioned and the country is
    becoming a world player in outsourcing as the leading English-speaking destination in the Caribbean and
    Latin American region. The Government of Jamaica and the private sector demonstrated a quiet
    determination to promote information technology enabled Services (ITeS) and other the various
    outsourcing vertical industries across the country. A series of initiatives have been developed to enhance
    the supporting infrastructure to facilitate further growth. This discussion will showcase that Jamaica has
    continuously lead the way in advancing its outsourcing industry in the region and is strategically poised to
    embark on executing next wave outsourcing services.


    • Ms. Diane Edward, President – Jamaica Promotions Corporation
    • Senator Aubyn Hill, Executive Director – Economic Growth Council
    • Mr. Julian Robinson, MP - Opposition Spokesman on Technology & Knowledge Economy

    Chair: Peter Ryan, Principal – Ryan Strategic Advisory

  • 12:30am - 1:30pm LUNCH

    Lunch - Block C

  • 1:30pm - 2: 15pm OPENING KEYNOTE

    OPENING Keynote: “Enabling collaboration and social technologies to drive an innovative and high performing labour pool” – Dr. Janet Dyer, Managing Director - HEART/NTA

    PLENARY SESSION: Enhancing The Labour Pool

    This session will focus on enhancing the employability of labour pool to ensure that the skills match the
    labour market needs; more so, enhancing vocational profiles and enhancing the competencies to enable a
    high-performing workforce. Through greater public-private sector partnership, we hope to promote and
    make more attractive the job opportunities within the industry particularly to the young populace

    • Debra Fraser, CEO – Caribbean HR Solutions
    • Audrey Hinchcliffe, CEO – Manpower & Maintenance Services
    • Fernando Pavon, Labour Market Specialist – Inter-American Development Bank
    • Corrine Richards, Principal – Portmore Community College

    Moderator: Edward Gabbidon – Chief Executive Officer, Syncon Technologies

  • 2:15pm - 2:30pm NETWORKING BREAK

    Networking Break - Business Process Industry Association of Jamaica

  • 2:30pm - 2:50pm KEYNOTE PRESENTATION:

    Keynote Presentation: Buyer’s Selection – the New Calculus in Site Selection–

    Mr. Kirk Laughlin – ManagingDirector, Nearshore Americas

  • 02:50Pm - 03:20pm BUYER'S CONVERSATION

    Buyer’s Conversation - Why Jamaica?
    This session is expected to give a review from the client’s perspective of the reason and value of partnering
    with outsourcing providers in Jamaica. In detail, attendees will get an insight from existing clients, as well
    as acknowledgement and indication of how value is received from outsourcing customer relationship management.

     Suzanne Parker, SVP - Advance Call Centre Technologies
     Ronnie Thompson, Senior Director, Customer Experience – FLOW Jamaica
     Jeremy Jones, Director of Corporate Services – Sandals Resorts International
     Shanique McIntosh, Customer Care Manager - Jamaica Public Service Company

    Chair: Kirk Laughlin, Managing Director – Nearshore Americas

  • 03:20pm - 04:00pm INVESTOR CONVERSATION

    INVESTOR CONVERSATION - “Operating in Jamaica’s Outsourcing Sector”
    The key headline of this session is a prompt for current operators in the industry to share their thoughts on
    the sector; its business climate, government-sector relations, and industry challenges. It is intended to be
    an interactive session and exchange amongst operators, sharing their experience with the audience on
    how they’ve found operating in Jamaica to date, the changing priorities of the industry and needs of
    investors that cannot be overlook; thus facilitating and enabling future growth and development in the

    Yoni Epstein, Chief Executive Officer - ItelBPO Smart Solutions
    Miro Batista, President, LatAm - Alorica
    Lynda Langford, Chief Executive Officer (Actg.) – Conduent Jamaica
    Jacqueline Sutherland, Chief Executive Officer - Contax360 BPO Solutions

    Chair: Roger Williams, National Outsourcing Coordinator – Jamaica Promotions Corporation

  • 4:30pm - 6:30pm Transportation from MBCC to Sites

    Site Tours & Networking Cocktails
     Barnett Tech Park
     Montego Bay Free Zone
     ItelBPO Smart Solutions

  • 4:30pm - 6:30pm OFFICIAL EXPO OPENING


    • Official Opening of Expo – Chaired by Wayne Sinclair, Director - Business Process Industry Association            
      Welcome & Opening Remarks
      Overview of Expo, Julaire Hall – Business Process Industry Association
      Sponsor’s Remarks - Miro Batista, President, LatAm - Alorica
      Guest Speaker –Metry Seaga, President – Jamaica Manufacturers Association
    • Jamaica Manufacturing Association and Opportunities for Partnership and Linkages with its
    • Tour of Expo & Networking Cocktails sponsored by Cazoumar Free Zone


  • 9:00am - 9:20am OPENING KEYNOTE

    Honourable Andrew Wheatley - Minister of Science, Energy and Technology

    Promoting Inclusive Growth in the Digital Economy – Tapping into Higher Value Opportunities

  • 09:20am - 10:00am PANEL DISCUSSION

    Discussion: Transforming businesses with cutting-edge solutions and technological innovations

    Digital transformation is not just about embracing new technology, it is about a change in thought and organ-ization culture. There is a need for organizations to address the change in business scenarios, dynamic busi-ness demands and innovate ways to quickly cater to these changing needs. Leaders and IT teams in any en-terprise should work hand in hand to meet the business requirements, drive innovation and march towards continuous improvement. Discussions will address the drive for continuous innovation and improvement to provide a good digital business experience to customers to enhance customer experience whilst lowering operational costs, improving time to market, accelerating business activities; and bringing about an overall positive change in processes, people, and competency models.

    “Enabling Scale through Innovation” - Steve Weston –CEO, SK Weston and Company
    “A diverse telecom ecosystem supporting businesses now and in the future” -  Mr Delroy McLean, Director, Networking, Security & Mobile Workforce Solutions, C&W Business.
    “Data Security to enhance business decisions and scalability” - Ryan Sterling, CEO - Vertis Technology
    “Energy Solutions to transform Business Efficiency” – David Pijuan, Country Manager – SoFos Jamaica

    Chair – Andrew Fazio, 3rd Vice President - BPIAJ

  • 10:00am - 10:15am PRESENTATION

    Presentation: Digital Transformation & Innovation…Ready for the Next Steps – Melarka Williams – Chief Executive Officer, Ingenuity Technologies Ltd

  • 10:15am - 10:35am NETWORKING COFFEE BREAK

    Networking Coffee Break - Sponsored by Factories Corporation of Jamaica

  • 10:35am - 10:55am PRESENTATION

    Presentation: “Artificial Intelligence and Robotic Process Automation – Disruption, Reinvention or New Opportunities” – Melissa O’Brien – HfS Research

    Conversation with Kevin Ferrell, Contact Center Regional Manager - CISCO

  • 10:55am - 11:40am PANEL DISCUSSION

    Next Generation of Outsourcing – Exploring Untapped Opportunities in Outsourcing.
    This session is expected to explore untapped opportunities in Outsourcing

    “Legal Process Outsourcing” Dr Velma Brown – CEO – Centennial Legis Solutions Jamaica
    “Software & App development” Egbert Von Frankenburg – CEO, Knightfox App Development
    “Finance and Accounting Services” Alison Peart – Country Managing Partner, Ernst & Young Jamaica
    “IT Managed Services & Tech Support” Mr Christopher Reckord – CEO, tTech Jamaica

    Chair: Gloria Henry, President - BPIAJ

  • 11:40am - 11:55am POWER PRESENTATON

    Power Presentation:

    Exploring the new age of logistics outsourcing and linkages – Edmond Marsh, SVP - Port Authority of Jamaica

  • 11:55am - 12:10pm POWER PRESENTATION

    Power Presentation:
    “Exploring Employment and Entrepreneurial Opportunities” - Odetta Rockhead-Kerr - Vice President & Country Manager , Sutherland Global Services

  • 12:15pm - 12:55pm CONCURRENT SESSIONS

    PANEL DISCUSSION A: Building a Successful Partnership in Real Estate and Infrastructure

    Outsourcing providers are seeking real estate service partners who act more like management consultants than property service providers. These partnerships are more collaborative and innovative, and help drive the entire enterprise to become more profitable and productive.

     Mr Littleton Shirley – Chairman, Factories Corporation of Jamaica
     Mark Kerr- Jarrett – CEO, Barnett Limited
     Edison Galbraith, General Manager - Development Bank of Jamaica
     Peter Kenny, SVP Business Development – Nearsol

    Chair: Ann Harts, Executive Vice President, Site Selection and Incentives - ESRP

    PANEL DISCUSSION B: Exploring Entrepreneurship with Young Innovators

     “Engineering Innovative Ideas” Omar Anglin –CEO, Anglin Global
     “Just Do it” Denise Campbell – CEO, Visionary Outsourcing Solutions
     Success & Growth” Gordon Swaby, Founder/CEO – Edufocal Limited
     “Brand it and Pitch it” - Jason Russell, Director - Alpha Angels Jamaica

    Chair: Odetta Rockhead-Kerr, VP & Country Manager - Sutherland Global Services

  • 1:00pm - 3:30pm VIP Luncheon & Awards

    VIP Luncheon & Awards
     Remarks
    Hon. Fayval Williams, Minister without Portfolio – Ministry of Finance & Public Services

     Guest Keynote – Mr. Jeff Pappas – Executive Vice President, Site Selection & Brokerage – ESRP


    Networking & Closing Ceremony – sponsored by Development Bank of Jamaica.

The Programme

The programme has been developed around three key themes focusing on the priority areas that will allow a unique blend of knowledge sharing, visibility and connections by local and overseas participants.


Attendees will learn from some of the most thought provoking and experienced leaders in the global outsourcing sector


Attendees will have the opportunity to connect and interact with global players in the Industry


The exhibition will be the highlight of the conference, an opportunity for business to business linkages


Where the conference will be held

Montego Bay Convention Centre
Rose Hall Main Road, Montego Bay
St. James, Jamaica


April 11, 2018
April 12, 2018
April 13, 2018

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The BPIAJ has negotiated special rates with other hotels in the vicinity of the event venue for our delegates. To compare and book please click below.

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Visit us

The Conference Committee
Data Building # 4, BPIAJ Incubator
Montego Bay Free Zone
1 Mangrove Way, St James, Jamaica


Our Early bird price is only available for a limited time!

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