Gavin Martin

Suncorp’s 100 strong performance management team, half of which are based in India, brings a di erent dimension to its fi nance shared service. With a data driven focus, the team is the force behind advancing the importance of the back o ce in delivering insights and progression. In this session, Gavin will delve into the importance of people to an organisation and how to bring them along the shared services journey to ensure back o ce functions are advanced internally. He will also share his key learnings on how to e ectively manage the trade-o between cost and quality that many organisations face when building the business case and implementing a shared service.

• Delivering quality through the connection of people, ideas and the use of offshore expertise
• Effciently using Robotic Process Automation to outsource on shore
• How do you inspire culture and engage with people through effective communication

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