4 Sessions That Stood Out From SSOW Higher Ed

SSOW Higher Ed concluded last week and proved to be a successful knowledge-gaining opportunity for attendees. Although there were dozens of different sessions attendees could check out, for the sake of brevity, we are spotlighting four sessions that are worth revisiting.

If you were unable to attend a session or missed the event entirely, don’t fret. Registration for SSOW Orlando is now open and promises to offer even more insights into the status of shared services and GBS. 

The Story of Benefits – Changing the Stakeholder Mindset from Resistance to SSC Champion 

Speaker: Dan Melchior, Director of Shared Services for San Diego State University

One of the opening sessions of SSOW Higher Ed saw Dan Melchior discuss how to change stakeholder’s perception of shared services. He began by sharing a quote from Ghalib, "For the raindrop, joy is entering the river." This quote speaks to the power of shared services to bring people together and achieve common goals.

Dan then emphasized the importance of reframing the conversation around the benefits of shared services, which include employee effectiveness and satisfaction, improved services, and improved stakeholder experience. 

Melchior also shared best practices for communicating the advantages of shared services to different stakeholder groups, such as faculty, staff, and administration. He recommended starting by going on a listening tour to understand their concerns and priorities. Once you have a good understanding of their perspectives, you can tailor your messaging to highlight the specific benefits of shared services that are most relevant to them. 

Culture of Collaboration: Crafting Customized Strategies for Cross-Functional Collaboration  

Speakers: Jennifer Ramey, Higher Education Consulting Principal for Huron & Victoria Lancaster, Assistant Vice Chancellor for Operational Excellence for the University of Pittsburgh

During Jennifer and Victoria’s presentation they explored how higher education institutions can implement collaboration in historically siloed units. The presenters began by discussing the importance of creating a culture of energy and shared purpose. They emphasized that collaboration is not possible without a shared understanding of the institution's goals and objectives.

Jennifer and Victoria then examined the role of shared governance in building a culture of collaboration. They argued that shared governance is essential for creating a sense of ownership and accountability among employees. Additionally, shared governance can help to ensure that all voices are heard and that all perspectives are considered.

The presenters then concluded their session by reminding attendees that shared services means more collaboration, not less. They encouraged attendees to learn from others, but to also find their own unique approach to collaboration. 

Revolutionizing Recruitment Strategies to Overcome Talent Deficits 

Speaker: Laura Schmid, Director of Shared Services for the University of Pittsburgh

As competition for talent intensifies, higher education institutions must find innovative ways to identify and recruit top candidates from diverse sources. During their panel discussion on the final day of the conference, Laura explored how institutions can leverage innovative hiring practices to achieve this goal. Attendees walked away with a few takeaways such as: 

• Leverage technology and data to identify top candidates. Institutions can use technology to collect and analyze data from a variety of sources, such as social media, job boards, and applicant tracking systems. This data can be used to identify candidates who match the institution's needs and values. However, it’s important to keep that personal touch that elevates the employee experience.
• Create inclusive hiring practices. Institutions should review their hiring practices to ensure that they are fair and inclusive. This may involve removing bias from job descriptions and application processes, and using a diverse interview panel.
• Recruit from everywhere. Institutions should not limit their recruitment efforts to traditional channels. They should consider recruiting from non-traditional sources, such as military veterans, people with disabilities, and international students. 

Building a Culture of Service Excellence to Drive Institutional Success 

Speaker: Brandon Gaines, Shared Services Director for Princeton University

The final session we’ll summarize came from Brandon Gaines, the Shared Services Director at Princeton. Brandon discussed the crucial role of a customer-centric culture in higher education institutions. He argued that by prioritizing customer excellence, institutions can establish robust relationships with students, faculty, and staff, resulting in heightened satisfaction levels, greater retention rates, and ultimately, superior educational outcomes.

Throughout his presentation, Brandon stressed the importance of fostering a service-oriented workforce. He shared a number of strategies for achieving this, including: 

• Providing training and development opportunities on customer service skills.
• Creating a culture of recognition and appreciation for employees who demonstrate excellent customer service.
• Empowering employees to make decisions and resolve customer issues quickly and effectively. 

Gaines concluded his presentation by discussing the transformative impact of a customer-centric culture on an institution's reputation and financial sustainability. He argued that institutions with a strong reputation for customer excellence are more likely to attract and retain students, faculty, and staff. Additionally, these institutions are more likely to generate positive word-of-mouth and secure external funding.