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Converting your culture into a strategic asset

60 mins 1 CPD Hours

Hear from PwC Partner in Strategy Michelle Kam as she shares examples of...

The Paradox of Productivity

60 mins 1 CPD Hours

How can funds harness a member-first culture and good intentions to compete...

Future of Advice - Challenges and Opportunities for Industry Super

60 mins 1 CPD Hours

In this session, industry experts, Edwina Star, Garth Williams and Amrita...

The Paradox of Productivity

60 mins
1 CPD Hours

PwC Webinar Members culture  Business operations  Leadership  Innovation

The increasing expectations of funds to deliver better member outcomes will require a laser sharp focus on productivity. But how do funds harness a member-first culture and good intentions to compete in an environment which will require a greater focus on organisational efficiency and commercial outcomes to succeed?

This webinar will explore what the future of work might look like, and how leaders need to adapt to think and behave differently. It will give practical examples of how organisations have been able to focus on people and behaviours (rather than process and technology) to rapidly build team leader capability, effective ways of working and drive a performance uplift.

Published Date: 09 March 2021


Emma Hardy, Partner, PwC

Emma is an organisational change and HR professional, with focus on: large-scale business transformation whether as a result of strategy, systems, process or behavioural change; workforce strategy; and organisational dynamics. With a typically ‘Melbourne’ resume, she has worked extensively across both government and financial service organisations. She understands how working ‘for purpose’ can sometimes seem counter to ‘for profit’. Building sustainable organisations as an outcome of transformation is paramount.

With over 20 years’ experience in HR and consulting for change she has worked extensively in the UK and Australia with brands such as GSK, BBC, ANZ, NAB and Australia Post, both with PwC and independently. Emma’s global experience spans: business transformation and people strategy, cultural change and leadership alignment. She works with organisations to navigate complex change, both from a program perspective, and defining strategies that address the people and HR aspects of change. She is also well versed in bringing together the explicit and implicit during transformation.

Claire Johnston, Telstra Contact Centres Australia Executive, Consumer and Small Business

Claire is an experienced business leader passionate about Customer Service and Business Improvement. What excites Claire the most is being able to adopt new ways of working to bring an organisation closer to their customers. Claire is currently leading the charge in her industry fundamentally changing the way traditional sales and service support services are provided in contact centres and enabling agent@home with the expansion of working hubs in regional Australia.

Claire has over 5 years’ experience in running Operations over an International footprint. She has not only driven significant improvements in customer experience over this time, but lasting productivity improvements across a range of areas. Claire also has a strong foundation in strategy and planning with over 10 years’ experience in driving large scale cost reduction and improvement programs across an organisation. Claire has completed university studies in International Business and an MBA specialising in strategy, entrepreneurship and project management. Claire has also been awarded the qualification of GAICD by the Australia Institute of Company Directors and held 2 board positions in the not-for-profit sector over the last 5 years.

Tim Williams, Partner, PwC

Tim is a Partner in our Digital Ops & Automation team and has deep operational leadership expertise from Barclays Bank and from embedding Perform / PE with clients in Australia and in the US. He focuses on advising clients on embedding effective ways of working and driving operational productivity.

An ex-engineer, British Army officer (who has led troops under fire in Iraq), and financial services operational leader, Tim combines a passion for leadership with deep operations expertise to drive productivity in teams and currently leads PwC’s national Perform / PE capability.


Chris Battle, Partner, PwC

Chris has over 20 years’ experience working with senior stakeholders to deliver complex and high-risk transformational change programs with a focus on the Financial Services Industry. He has supported clients with execution of their strategies through reviewing, establishing and leading corporate change programs and working collaboratively to develop client capability with a focus on leadership, communications, and benefit realisation.

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