Harry Brant

Largest experiences marketplace in ANZ. Develops technology to connect customers with operators.

Responsibilities:

• Oversaw Big Red Group's suite of SaaS platforms and the processes that governed their adoption and use.
• Owned technology budget, carefully managing ongoing software and hardware costs and bi-annual forecasting cycles.
• Helmed new software implementation projects, providing expertise and direction to all departments on effectively capitalising on platforms.
• Led IT Team, ensuring the organisation's IT environment was functional and secure.
• Administered Atlassian suite, guiding teams on utilising Jira and Confluence and aiding them with project setup and maintenance.
• Provided technical and operational support for multi-year digital transformation program.
• Acted as main point of contact for technology vendors and conducted regular service and commercial reviews.
• Project managed four successful office moves.

Achievements:

• Rationalised SaaS usage company-wide, saving $300,000+ in annual software costs.
• Democratised Jira throughout the business, formalising planning, standardising collaboration, and streamlining reporting for all teams.
• Successfully implemented Unified Endpoint Management technology, a first for the organisation, increasing oversight and security of organisational hardware and data.

Startup B2B and B2C telecommunications provider.

Responsibilities:

• Founded and grew Technology department, guiding and implementing organisational technology strategy.
• Supported customer service and marketing department managers, ensuring technology needs were met.
• Led Pennytel Portal project - custom-built customer management system which added automation and self-service capability to the business, improving service delivery and customer experience.
• Led phone system modernisation project - transformed customer and employee phone experience by standardising branding, enhancing features and streamlining customer journey.
• Managed systems, processes and people integration of acquisitions and mergers.
• Designed, developed, implemented and supported ERP suite of systems, including CRM, Service Desk and HR platforms.
• Established company-wide reporting structure through implementation of BI and Analytics platform. Created data connections and model. Trained and assisted department managers, ensuring reporting requirements were met.
• Headed IT department, directing internal staff and external contractors for helpdesk operations and projects.
• Managed Suppliers and Vendors, performing regular service and commercial reviews.
• Reported to and assisted Chief Operating Officer with operational matters, decision-making and execution.

Achievements:

• Successfully managed technology, people and processes merger of multiple business acquisitions, introducing new capability and continued business growth.
• Completed CX transformation project encompassing improvements across all areas of customer service delivery, leading to increased customer satisfaction and reduced operational overhead.

B2B telecommunications cloud platform provider.

Responsibilities:

• Established and grew Operations role and department. Supported Chief Executive Officer with operational functions.
• Led Customer Support team, consisting of 10+ staff located across onshore and offshore offices. Provided guidance and leadership for licensee support operations.
• Executed initiative to expand Malaysia support team, including regular visits to conduct training and recruitment.
• Managed 4+ direct reports across Marketing and Operations.
• Performed key role in business strategy planning as part of Senior Leadership Team. Designed, implemented and ensured success of revised sales department model and team structure.
• Guided Technical Team Leader and National Sales Manager on process, efficiency and communication improvement between Support, Development, Network Operations and Sales.
• Worked with Chief Information Officer to determine technology roadmap and priorities.
• Implemented process and technology improvements to resolve productivity and quality issues, including automated order processing, billing and collections procedures.
• Helmed new company initiatives, including rollout and delivery of End-to-End hardware product line.
• Scoped, implemented and administered ERP suite, including Helpdesk, Intranet, HR, BI and Project Management systems which were rolled out to all departments and regions.
• Coordinated and facilitated partner, contractor and reseller programs.
• Reviewed contracts, policies and legal documentation.
• Maintained previous responsibilities.

Achievements:

• Following successful business case, developed and launched comprehensive expansion of Zoho ERP suite, increasing operational efficiency and capability through cross-system integration.
• Identified and addressed numerous cross-functional cultural issues, fostering a new positive and cooperative working environment.

• Responsible for development of integrations department and successful operation of sales department.
• Managed new integration projects, ensuring successful completion whether by client request or proactive initiative. Acted as main point of contact for integration partners.
• Maintained the company website.
• Supported the Head of Sales with daily operational tasks and notified them of any operational issues. Provided reports on BDM activity.
• Designed, developed, implemented and administered the new company CRM, improving visibility, accountability and reportability of the Sales department.

• Responsible for assisting the Sales Supervisor in the day-to-day running of Sales Operations and the management of 150+ Manilla based contact centre sales staff.
• Analysed and collated Sales data, performed quality assurance and presented results to the Chief Operating Officer.
• Prepared training material including instructional guides and Wufoo exercises.
• Allocated leads and conducted regular maintenance of the Zoho database.

• Provided helpdesk support for iiNet’s many Australian customers.
• Joined TransACT Provisioning Team in March 2016.
• Responsible for the provisioning and decommissioning of VDSL, FTTH, HFC, ADSL and PSTN products.
• Coordinated with contractors and field technicians for customer network installations.