Nicole Gower

Vice President of People and Services Macquarie University

Conference Day One: Tuesday, 26th November 2019

Tuesday, November 26th, 2019

2:10 PM Panel discussion - Secrets To Success: The Critical Elements To Successful Shared Services In Higher Education

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?

4:10 PM From Organisational Pariah to Trusted Advisor – Building Service Culture in a Shared Services Delivery Model (a Case Study from 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
 

Check out the incredible speaker line-up to see who will be joining Nicole.

Download The Latest Agenda