Join us for the keynote address at Higher Education Shared Services and Outsourcing Week as we explore the UCPath journey from inception to value-added partner.  UCPath, is the University of California’s HR Systems, Payroll, and Benefits Administration shared services center for its more than 240,000 employees, and it is the largest similarly situated shared service center in U.S. Higher Education. Calvin Turner will share how the University of California navigated the challenges of initial stakeholder buy-in and implementation hurdles, and how it is evolving into a value-driven model across UCs 20 campus locations, medical centers, school of law, national laboratories, and staff offices. Learn from the pivotal moments of UCPath’s transformation journey as we cover must-know topics including: 

• The 3 Ps of Shared Services Success
• The absolute imperative to listen to stakeholders.
• Establishing service performance objectives that align to stakeholders’ priorities and “pain points.”
• Measuring performance to demonstrate stakeholder value.
• Combat the most frequent challenges across every stage of implementation and growth. 

Calvin Turner Jr.

Executive Director, UCPath
University of California

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Success in shared services takes many forms. Different stakeholders look for different measures of success, and knowing what to measure to define that success is critical. This panel of experts from high-maturity service centers dissect their personal blueprint for excellence in Shared Services. In this session, we discuss real-world successes and challenges to help understand: 

• The KPIs that are imperative to measure success in a service center. 
• The communication between shared services and leadership to promote the offerings of your SSC. 
• The soft skills required for new hires to succeed in the shared services environment. 

Patrick McClain

Executive Director HR Shared Services
University of California – San Francisco

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Pam Gabel

Executive Director, Shared Services Center
University of Michigan

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Elizabeth Cumpston

Director Financial Operations
The Ohio State University

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The intricate dynamics of successful stakeholder engagement can be a delicate balance. Understanding these nuances can be the difference between buy-in and transformation resistance. Our speaker will explore strategies for effectively articulating and aligning these values, ensuring organizational coherence and stakeholder satisfaction. Together, we will learn how to: 

• Pinpoint the specific needs of your stakeholders based on their definition of value. 
• Cultivate a shared vision to keep your teams on mission. 
• Tailor communication strategies to continuously promote your success year on year. 

Heidi Tilghman

CAS Shared Services Director
University of Washington

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Embark on a journey of discernment as we navigate the distinctions between ERPs and best-in-class solutions, unraveling their impact on service center efficacy. We will explore: 

• The functionalities, scalability, and customization capabilities of each solution. 
• If you should consider an ERPs comprehensive integration versus the Best-in-Class’s tailored performance. 
• How to navigate the technology landscape effectively to ensure maximum value creation. 

Attrition is not just a problem with lower-level employees. When high-level leadership rotates out, it can cause major conflicts with internal knowledge management and cause bottlenecks in your processes. Our expert speaker demonstrates the strategies on how to be proactive than reactive and have a plan for turnover even in the event of high-level leaders moving out of the service center. We will cover: 

• Strategies to identify and develop future leaders. 
• How to foster a culture of continuous learning. 
• The tools to proactively enhance organizational resilience. 

We will discuss:

• The impact of organizational culture, leadership styles, and communication strategies on engagement across campus.
• The importance of recognizing and addressing barriers to engagement and how to have effective communications that encourage collaboration
• The role of transparency and accountability in building a culture of trust

Navigating the dynamic realm of shared services presents many obstacles, particularly for institutions in the process of establishing their footing. This session will showcase how a C-Suite leader orchestrates customer expectations, determines the optimal services for centralization, and addresses pivotal factors that bolster the endurance and viability of shared services initiatives. Attendees will gain insights into how they: 

• Develop Service Level Agreements (SLAs) to uphold delivery standards and meet customer expectations. 
• Implement robust reporting and monitoring mechanisms to ensure accountability and performance transparency. 
• Facilitate challenging budget allocation discussions to optimize value across all institutional functions. 

Kellie Campbell

Chief Information Officer
Vermont State Colleges System

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“Doing More with Less” is the motto of shared services across all industries all sectors. Nowhere truer, perhaps, than in Higher Education where budgets are tight and the red tape is endless. In this panel discussion, experts will delve into the strategic practice of capacity modeling, focusing on the delicate balance of achieving greater productivity with these limited resources. Speakers will talk on many subjects including: 

• How to identify bottlenecks and optimize workflows. 
• Employee Burnout and how to avoid it. 
• Techniques to keep your organization flexible and agile regardless of resources. 

Brandon Gaines

Shared Services Director
Princeton University

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Shelley Clayton

Associate Vice President, Shared Advancement Services
The University of North Carolina System

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In the realm of higher education, navigating change is inevitable. In this session, we will delve into the pivotal strategies for seamless transitions. Focused on change management, communication, and stakeholder engagement, it unveils essential components vital for success. This session will focus on the most pivotal challenges of stakeholder engagement including: 

•  Proactive communication channels for increased visibility across the institution. 
• Techniques to bring your stakeholders into the conversation dynamically rather than passively. 
• Adaptable change management frameworks to implement sustainable changes to service delivery at the institutional level. 

Chantel Laventure

Director Shared Services & Relationship Management
University of Saskatchewan

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In this case study, we will explore the dynamic leadership at Duquesne University, which led the 100% "Lift and Shift" transformation of the Shared Services Center (SSC). Witness how their vision, meticulous planning, and stakeholder engagement navigated challenges to consolidate disparate functions into a unified model.  

• Learn the A to Z of Duquesne’s remarkable transformation.  
• Find out how to turn the resistance to change into an appetite for improvement. 
• Unpack the strategic leadership principles and effective communication that must be at the forefront of your planning. 

Sherry Guernsey

Financial Initiatives Project Manager
Cornell University

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