Building a sustainable and successful shared services model hinges on support from leadership who champion these initiatives. This session explores strategies for identifying and nurturing shared services advocates within your leadership team. Attendees will learn how to cultivate a collaborative culture and empower leaders to communicate the value of shared services across departments, ensuring alignment with institutional goals and maximizing impact. 

Key Takeaways: 

• Determine methods for fostering executive support by demonstrating the strategic value of shared services in achieving institutional goals. 
• Acquire practical approaches to developing internal shared services advocates who drive buy-in and resource sharing. 
• Gain insights into building a culture where leaders actively promote shared services as a catalyst for long-term organizational success. 

This session presents a comprehensive case study on Afya's implementation of academic shared service center. As the leading medical education group in Brazil, Afya is taking a step forward towards academic innovation and efficiency, highlighting the strategies that led to their success as a listed company. Participants will explore the unique challenges faced during the transition and the solutions that enabled Afya to enhance operational efficiency and improve service delivery to students and faculty. The discussion will provide valuable lessons and best practices for institutions looking to adopt or refine their own shared services models.  

Key Takeaways:  

• Analyze the specific challenges Afya encountered, and the effective strategies implemented to overcome them.  
• Understand the metrics used to evaluate the success of Afya’s initiatives and how they can be applied in other educational contexts.  
• Identify key lessons learned from Afya’s experience that can inform the development of your own shared services framework. 

Victor Becho

Shared Services Director
AFYA

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Izabela Nogueira

Academic SSC Director
AFYA

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In today’s educational landscape, breaking down silos between departments is essential for maximizing the effectiveness of shared services. This session will examine the barriers that hinder a unified institutional vision and provide actionable strategies for fostering a culture of teamwork across various departments. Participants will learn how to create an environment that encourages open communication, knowledge sharing, and collaborative problem-solving, ultimately leading to enhanced service delivery and improved outcomes for the institution. 

Key Takeaways: 

• Identify the key barriers to cross-department partnerships and develop tailored approaches to dismantle these silos. 
• Explore the best practices for facilitating open communication channels and promoting transparency among departments. 
• Assess how to leverage technology and collaborative tools to enhance teamwork and streamline processes across the organization. 

Laura Marrone

Assistant Director, Solutions Delivery
Florida Polytechnic University

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Establishing transparent metrics is essential for accurately measuring the success of improvement initiatives in shared services. This session will focus on the development of clear, actionable metrics that provide insight into performance, progress, and areas for further enhancement. Participants will explore best practices for creating metrics that not only track outcomes but also engage stakeholders in the improvement process, fostering a culture of accountability and continuous learning within their institutions. 

Key Takeaways: 

• Identify the key characteristics of effective metrics and how to align them with institutional goals and objectives. 
• Determine strategies for engaging stakeholders in the development of metrics to ensure buy-in and relevance to their specific needs. 
• Explore methods for regularly reviewing and adjusting metrics to maintain their effectiveness and support ongoing improvement efforts. 

Resistance to change is one of the biggest barriers to progress in higher education shared services. This session reveals practical strategies to overcome resistance and build stronger stakeholder alignment. Learn how to identify sources of opposition, tailor communication for key stakeholders, and foster a culture of adaptability. Discover how proactive engagement and strategic influence can transform skeptics into champions of change, driving long-term success for shared services initiatives. 

Key Takeaways: 

• Identify root causes of resistance and strategies to address them effectively. 
• Learn engagement tactics to build trust and promote a culture of change. 
• Explore influence techniques that turn reluctant stakeholders into active supporters. 
• Kathleen Winningham, Senior Director, Knights Experience Team (kNEXT), University of Central Florida 

Kathleen Winningham

Senior Director, Knights Experience Team (kNEXT)
University of Central Florida

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As institutions navigate an increasingly diverse workforce, understanding and managing the dynamics between different generations is essential for effective shared services implementation. This session will explore the unique strengths and challenges each generation brings to the workplace, from Baby Boomers to Gen Z. Participants will learn strategies for fostering intergenerational workforce unity, enhancing communication, and creating inclusive environments that leverage the talents of all employees to drive organizational success. 

Key Takeaways: 

• Analyze the distinct characteristics and expectations of each generational cohort to tailor management approaches effectively. 
• Learn practical strategies for promoting cooperation and knowledge sharing between generations to foster a cohesive team environment. 
• Explore techniques for adapting workplace policies and practices to meet the diverse needs of a multigenerational workforce. 

Creating a culture of continuous improvement is vital for the long-term shared services success. This session will delve into the principles and practices that foster an environment where innovation and process enhancement are integral to daily operations. Participants will explore how to engage staff at all levels in identifying improvement opportunities, implementing best practices, and measuring the impact of changes, ultimately leading to increased efficiency and effectiveness across the institution. 

Key Takeaways: 

• Identify key elements that contribute to a successful culture of continuous improvement and how to implement them within your organization. 
• Uncover strategies for encouraging employee involvement in improvement initiatives and recognizing their contributions to the process. 
• Explore methods for establishing metrics and feedback loops that measure the effectiveness of improvement efforts and drive ongoing progress. 

A customer-centric approach is essential for enhancing the effectiveness of transformative operations. This session will examine strategies for cultivating a mindset that prioritizes the needs and experiences of students, faculty, and staff. Attendees will learn how to gather and analyze feedback, tailor services to meet customer expectations, and foster a culture of service excellence that drives satisfaction and engagement across the institution. 

Key Takeaways: 

• Discover techniques for effectively collecting and utilizing customer feedback to inform service improvements and enhance user experience. 
• Learn how to develop training programs that instill a customer-centric mindset among shared services staff. 
• Explore methods for measuring customer satisfaction and service quality to continuously refine and improve service delivery. 

Angela Chen

Chief Information Officer
University of Deleware

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