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Conference Day One: Tuesday, 11 April 2017

09:00 AM - 09:10 AM Conference Opening – Remarks from the Conference Chairperson

09:10 AM - 09:50 AM CASE STUDY: Telstra Case Study: Combining Captive and Outsourcing Models to Optimise Global Expansion Strategies

Darren Fewster, Executive Director, Global HR Shared Services and Innovation, Telstra
Telstra is well-known for its telecommunications and technology as one of Australia’s largest companies. Telstra also operates in over 20 countries globally – and its overseas business has been expanding rapidly. Telstra is establishing global shared services operations that are functionally aligned and a mixture of captive and outsourced operations. Within HR, a single global Shared Services model is being put in place, including a customer support centre in the Philippines, which will align with Telstra’s successful Australian model (which currently manages over 100,000 HR queries annually and has outstanding e ciency performance metrics). Darren will share the challenges of balancing the move to a global support model whilst maintaining quality support across current Shared Services operations in Australia.

He will also share:
  • The long-term vision to be recognised as globally best-in class in HR Shared Services
  • The importance of linking services to corporate strategy
  • Roadmaps for expansion of shared services globally
  • Assessing expansion options and what is best for your organisation
  • Buy-in and leadership support for the Shared Services model and KPIs
  • Continuous improvement and global process ownership

Darren Fewster

Executive Director, Global HR Shared Services and Innovation
Telstra

09:50 AM - 10:30 AM Bringing Together Social Procurement and Supply Chain For Faster Decision Making Process

Lynn Penny, Group General Manager of Procurement, Mirvac
A year ago, Mirvac looked into their strategy and how they could best utilize outsourcing to streamline processes, improve internal e ciencies and reduce costs. With their fi nance processes and functions now based in Manila – Lynn is ready to share their journey and learnings. This session will look into how to work with stakeholders to enable a fl exible shared services model that can best respond to business targets and needs.
  • Optimising the interaction between onshore and o shore departments to ensure standardized and quality service
  • Understanding the potential of robotic process automation and how it can be utilized to further streamline activities
  • Minimizing impacts of cultural change and managing business expectations to align with outsourcing model
  • Ensuring a correct and reactive governance structure is in place before launching shared services model

Lynn Penny

Group General Manager of Procurement
Mirvac

10:30 AM - 11:00 AM Speed Networking

11:00 AM - 11:30 AM Morning Tea

11:30 AM - 12:50 PM Aligning End to End Service Delivery to Reduce Costs and Increase Career Prospects

Pranay Lodhiya, Chief Operating Officer, University of Western Australia
The University of Western Australia has undergone a signifi cant transformation of administrative functions with the aim to establish e cient service centres. With the functions of HR, ICT and Finance under the shared services model they are achieving reduced costs, stronger alignment of end to end service delivery and increased career prospects for new and existing sta . Their vision is to maintain a consistent and professional approach to deliver all services across the university and better manage their resources.

This session will look into:
  • Effectively managing business expectations and establishing stakeholder buy in to the shared services model
  • Working towards a successful solutions focused professional function
  • Harmonizing the alignment of systems with change management

Pranay Lodhiya

Chief Operating Officer
University of Western Australia

12:50 PM - 1:50 PM Lunch Break

1:50 PM - 2:30 PM Moving to a Shared Services Structure to Support Rapid Organisational Growth of a Not For Profit

Cate Reddall, Project Manager, Life Without Barriers
Life Without Barriers is a rapidly growing NFP’ organisation, working in more than 300 locations across Australia and supporting over 11,500 people. Having planned and launched their HR shared services model over the last three years, Life Without Barriers is working on phase two of their rollout. As a not for profi t company, much of this rollout has been done with minimal funding and has grown organically alongside their technology partners. Cate will discuss their current focus on branding shared services and launching a program that achieves best fi t for purpose for the client through stronger understanding of their service delivery.

This session will explore:
  • Moving from just processing transactions accurately and on time to establishing relationships with stakeholders
  • Harnessing process power to ensure funding is best managed for the client
  • Case study of what they have used technology for, how they have achieved increased savings and established KPI’s
  • Streamlining and managing end to end payroll, probity and national management of record checks

Cate Reddall

Project Manager
Life Without Barriers

2:30 PM - 3:10 PM Interview and Discussion: Maree McMahon – Executive Manager from Uniting Care Queensland

Maree McMahon, Executive Manager, Uniting Care Queensland
Maree McMahon has been at the forefront of shared services for the past 20 years and has been a key implementer in the rollout of many di erent type of shared services models. With a wealth of planning and launching as well as process excellence and outsourcing knowledge from her previous roles in fi nancial services at the Suncorp Group and in the construction industry at Holcim Australia – Maree has recently moved to UnitingCare Queensland to add value to the not for profi t sector. This session will open the fl oor up to a Q&A style session in which Maree will speak about a few of her most memorable moments, be happy to answer case specifi c questions and also ask questions of the audience to create an environment where all delegates can leverage and learn from each other's experiences.

Maree McMahon

Executive Manager
Uniting Care Queensland

3:10 PM - 3:50 PM Building Upon Organisational Capabilities and Capacity to Ensure A Customer Centric Ethos

Graham Tanton, Executive Director Shared Services, ACT Government
The ACT Government Shared Services serves over 20,000 ACT government employees, resolves over 59,354 transactions weekly and manages over 747 business systems. Their current focus is optimizing the Human Resources Management System (HRMS) to ensure a successful rollout that mitigates risk. This session will focus on building the capabilities and capacity within the sta ng pool whilst prioritizing a customer service ethos.

  • Moving towards driving effciencies through automation and streamlining of manual processes e.g. invoice automation and staff rostering
  • Articulating benefits in the service delivery offering and ensuring stakeholder buy in through understanding of the transition
  • Moving from on premise to cloud services and how to manage these changes
  • Case study on HRMS body of work processes

Graham Tanton

Executive Director Shared Services
ACT Government

3:50 PM - 4:30 PM Afternoon Tea

4:30 PM - 5:10 PM CASE STUDY: Transport NSW’s 3 Year Restructure Journey

Siju Johnny, Chief Procurement Office – NSW Trains, Transport NSW
Over the next 3-5 years roughly $107 million will be invested in NSW transport facilities. The aim of this investment centres on improving service delivery, establishing a stronger customer focus and harmonising all key stakeholders input. As both a customer and receiver of the shared services model, Siju will expand on how the model has resulted in headcount and cost reductions as well as overall operational excellence.
  • Working alongside unions to assist in establishing new roles and assist with change management
  • Streamlining from 15 to 1 system and ensuring the right people are onboard
  • Implementation, challenges and key learnings from the restructure project

Siju Johnny

Chief Procurement Office – NSW Trains
Transport NSW

5:10 PM - 5:50 PM Using Continuous Improvement to Maintain the Upkeep of Global Shared Services and Increase Stakeholder Involvement

Tania Galbraith, Director of International Continuous Improvement, Walt Disney
Walt Disney began Phase One of their regional accounting and fi nance shared services rollout in 2013. With phase two ending in 2016 – Walt Disney considers themselves stable for the moment and have switched focus to continuous improvement within these functions. Their vision is to have their four global shared services functions closer align and standardise processes worldwide.

In this session, Tania will share Walt Disney’s key learnings on:
  • Instilling a shared services culture and optimising stakeholder buy in
  • Effectively managing workshops and one on one interactions to detect pain points and encourage process excellence
  • Increasing training and knowledge retention within the workforce

Tania Galbraith

Director of International Continuous Improvement
Walt Disney

5:50 PM - 6:00 PM Conference Closing – Remarks from the Conference Chairperson

6:00 PM - 11:59 PM Networking Drinks