Shared Services for Higher Education Summit 2019
25 - 27 November, 2019
| Bayview Eden, Melbourne, VIC
Conference Day One: Tuesday, 26th November 2019
8:30 am - 9:00 am
Coffee And Registration
9:00 am - 9:10 am
Conference Opening
Connie Mogg -
Director of Research and Revenue Accounting Services,
Monash University
9:10 am - 9:40 am
How Monash Operate A Centralised Shared Services Model And Are Maturing Their ERP To Better Business Intelligence and Decision Making
Maria Paz -
Program Director of Enterprise Technologies,
Monash University
Connie Mogg - Director of Research and Revenue Accounting Services, Monash University
Having already centralized their shared services, Monash are able to share insights into the journey of transforming a shared services operating model. They will discuss creating a roadmap for change and the post implementation strategies needed to maintain change and will also share their next steps of evolving their ERP model to further inform their services.
- Shared Services at Monash University – the centralized model
- Aligning capabilities, standards and services across the university of approximately 60,000 students from over 170 countries
- Maturing the Enterprise Resource Planning to improve business intelligence
- enable agility when responding to changes in areas such as funding and digital disruption
- aim of leveraging information available for strategic decision making
- the transformation project: challenges and our solutions
9:40 am - 10:10 am
ANU : How To Strengthen Services and Staff Engagement through Customer Service Strategy, Digital Capability, Culture & Change Management
Paul Duldig -
COO,
ANU
In this session, Paul will share his expertise as an industry expert around implementing shared services models and the power that data and digital capability can bring to the success of the project. He will share insights from the significant transformation he lead at Melbourne University, and will address the strategies used, key challenges confronted and solutions found.
- Creating a university-wide operating platform
- The investment in people, systems and accommodation
- Implementing the university-wide shared services platform
- $100 million saved per year reinvested into the university’s teaching and research
- Measuring success: how we built the feedback mechanisms needed to drive performance
- The power of data & digital capability
10:10 am - 10:40 am
Speed Networking
10:40 am - 11:10 am
Morning Tea
Interactive discussion groups
IDG One
11:10 am - 12:40 pm How to recruit and retain exceptional SSO leadership? Mark Drechsler - Associate Director of Service Delivery & Innovation, Flinders
IDG Two
11:10 am - 12:40 pm What are the critical success factors for shared services in higher education? Sharmaine Naidoo - Head of Financial Operations, The University of Auckland
IDG 3
8:00 am - 8:30 am What Are The Various Modes of Transformation For The Optimal University Shared Services Model? Felicity Barnes - Head of Student Hub Management, UNSW
12:40 pm - 1:40 pm
Lunch Break
1:40 pm - 2:10 pm
How Singapore University of Technology and Design Are Using Learning and Development As A Shared Service To Ensure Continuous Improvement of T & L
Nachamma Sockalingam -
Program Director Learning Sciences Lab,
Singapore University of Technology and Design
While services such as HR, finance and student administration are typically considered among the university shared services, teaching and learning is not often included within this categorization. However, SUTD have taken a different approach and have created the learning and sciences lab – a learning and development centre as a shared service – which allows the university to maintain pace in an evolving industry and to ensure teaching standards remain high.
- Learning and development as a shared service
- The Learning Sciences Lab: the research and evidence based approach to teaching
- Collaborating with faculty members to embed design thinking into practice
- The challenges, results and benefits of the incentive
Nachamma Sockalingam
Program Director Learning Sciences LabSingapore University of Technology and Design
2:10 pm - 2:40 pm
Panel discussion - Secrets To Success: The Critical Elements To Successful Shared Services In Higher Education
Lee Hanson -
Director of Shared Services,
University of Tasmania
Susan Kinobe - Executive Director of Corporate Services, TAFE Queensland
Aaron Mills - Manager of HR Planning & Reporting, Victoria University of Wellington
Nicole Gower - Vice President of People and Services, Macquarie University
When executed well, Shared Services is a value-added business model that will increase efficiency, reduce costs and increase competitiveness and customer satisfaction. Taking a one-size-fits-all approach to implementation will result in failure.
This panel brings together experts in the space to discuss the approaches which have proven successful and the lessons learned through their experiences.
- The importance of assessing the individual needs of the organization and not following the pack
- Identifying opportunities to develop efficiencies and improve experiences
- What role does automation play in shared services of the future?
2:40 pm - 3:10 pm
Afternoon Tea
3:10 pm - 3:40 pm
How Western Sydney University Have Undergone A Major Project To Centralise 14 Shared Service Streams In One Year And Reinvested Subsequent Efficiencies In the Student Experience
Peter Tow -
Director of Project Management Office, Finance & Resources,
Western Sydney University
In this session Steve will share the incredible undertaking of transforming the whole of the university shared services model across 14 streams of shared services in just one year. He will share how services were consolidated into a centralized model and the challenges and lessons learned on the journey. Shifting 400 roles and the operating fabric of the university
- From a hub & spoke model to centralization of the student administration and resourcing division
- Identifying efficiencies and reinvesting to improve the student experience
- The project approach and rolling out an enterprise wide service management platform
- The crucial role of leadership and streamlined governance
- Post implementation reviews and ongoing work and challenges
Peter Tow
Director of Project Management Office, Finance & ResourcesWestern Sydney University
3:40 pm - 4:10 pm
How UTS Are Driving Innovation Across Shared Services And Managing Cultural Changes Effectively For Maximum Uptake
Kydie Rex -
Head of Shared Services,
UTS
UTS have outlined a roadmap for adapting shared services and here will share their work in strengthening processes across finance. Their unique approach to policy and the operational business model will also be discussed and will give you an insight into managing change in culture at all levels within a higher education institution.
- The journey to uplift shared services: process improvement across travel & expenses and payroll
- Making changes to the business model: unpicking processes and policy and introducing more accountability
- Experience of and strategies for confronting resistance to change
4:10 pm - 4:40 pm
From Organisational Pariah to Trusted Advisor – Building Service Culture in a Shared Services Delivery Model (a Case Study from Macquarie University)
Nicole Gower -
Vice President of People and Services,
Macquarie University
Following a mandate for change, Macquarie university have been transforming professional staff services. This case study focuses on the transformation of the HR function. Nicole will provide a practical guide to building a strong service ethos in a financially constrained context, and outline the elusive “cultural change” aspects to service effectiveness.
- Addressing opportunities to refine and improve the service delivery model
- Building a strategy with service and customer experience at its core
- Enabling culture through values and recognition
- Our work around continuous improvement
4:40 pm - 5:10 pm
Champagne roundtable - What Are The Various Modes of Transformation For The Optimal University Shared Services Model?
Felicity Barnes -
Head of Student Hub Management,
UNSW
The prevalent forces of change impacting the higher education sector, be they rooted in budget cuts or expectations surrounding student experience, signify a need for transformation of university business models. This round table will allow participants to discuss and visualise what the future of university business models will be and the impact this will have on shared services within the higher education sector.
- What are the key considerations for transforming operations/processes in higher education?
- How can you transform while aligning to business needs?
- How do you confront the challenges of cultural change in a legacy institution?
- How do you overcome the politics and introduce meaningful and lasting change?
