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Workshops: Monday, 10 April 2017

08:00 AM - 10:30 AM WORKSHOP A: Change Management 101: Creating a Culture of High-Performance through Leadership

The brutal fact is that about 70% of all change initiatives fail. But why? In most of the cases organizational-change failures are driven by negative workplace attitudes and unproductive management behavior. It is far too often that the people dynamic is always recognized but severely underestimated. But change management is a discipline that can be learnt and trained, and central to effective change management is developing a framework and a plan.

In this workshop, the facilitator will draw on their background in the Shared Services space and experience to outline the key fundamentals necessary for your next change management plan, by focusing on:

  • Aligning business strategy with corporate values to create an organizational culture of high-performance
  • Developing a structured and integrated change management approach
  • Making the change meaningful, both in terms of what it means for the organisation and for employees personally
  • Establishing frequent and open communication across all stakeholders around the need for change
  • Securing buy-in by facilitating employee participation and engagement

10:30 AM - 1:00 PM WORKSHOP B: A Road Map for Planning and Launching Your Shared Service

Embarking on your shared services journey can be an intimidating task for any organisation, no matter how large or small. However, once executed, your shared service becomes an on-going improvement initiative that redefi nes itself several times as it matures. The shared services journey consists of three main parts including, creating a shared services centre, optimizing a shared services environment and optimizing the sourcing strategy. Setting up your SSO e ectively will allow you to better understand and capitalize on you service delivery model. In this Master Class B, the facilitator will guide the participants on the common challenges and aspects to consider from their experience.

Key Learning Areas:
  • Creating a service, rather than a transactional processing culture
  • Deciding on a fit for purpose operating structure to increase operational agility and reduce costs
  • Balancing standardization vs. specialization
    • Centralizing processes and people
    • Structuring governance, KPIs and measurements

1:00 PM - 11:59 PM WORKSHOP C: Strategies for Increasing the Performance and Harmony with Offshore and Outsourced Partnerships

Gavin Martin, Head of Performance Management - Shared Services, Suncorp Group
A strong partnership between clients and vendors is a key ingredient to high performance of the o shore activity. Yet, with all the noise around analytics, reporting, SLAs and commercial metrics, it often gets the least conscious e ort. O shoring relationships can start to sour and ultimately performance starts to slip. Onshore and o shore leadership is often not strong enough to redirect performance virtually and across cultures.

In their role as Head of Performance Management - Shared Services at Suncorp Group, the facilitator was able to develop an e ective framework for dealing with a variety of scenarios. During this master class the facilitator will share their framework and provide attendees with:

  • An understanding of how to conduct a diagnostic of their current arrangement
  • Tips on how to align metrics and desired outcomes to ensure that the correct behaviors are prioritized
  • Learning on the most effective leadership traits for improving the performance of partnerships across cultures
  • Strategies to ensuring on-going maintenance of the relationship

Gavin Martin

Head of Performance Management - Shared Services
Suncorp Group