Marcus Trant

• The program delivered a new cloud-hosted data and analytics ecosystem within eight months that enabled real-time data (previously daily), introduced AI capabilities to optimise data management maintenance tasks, empowered data scientists with MLOps, and implemented data security, access management, governance, policy, and compliance controls.
• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Built strong relationships with key stakeholders, ensuring support for program initiatives.
  Developed strategic plans, setting clear objectives such as success factors and achievable milestones for the team to achieve business outcomes.
• Through collaborative efforts, cross-functional teams were managed for successful project completion within deadlines and budgets. This shared approach ensured that all team members played a crucial role in the project's success.
• Utilised data-driven decision-making approaches to inform strategy development and optimise outcomes.
• Thorough and comprehensive organisation evaluations were conducted. This meticulous approach identified areas for improvement and recommended actionable solutions, instilling confidence in the proposed changes.

• Developed and championed a comprehensive Investment Submission, endorsed by the board, that outlined a strategic roadmap for a multiyear data IT transformation program crucial for the data and analytics strategy.
• Led a dynamic cross-functional project team of 17, actively implementing an agile methodology to deliver continuous incremental business functionalities through sprints, seamlessly integrating with the structured governance model of the organisation.
• After a thorough suitability validation process, strategically negotiated commercial agreements for our technology vendors. This careful decision-making process ensured the most suitable partners for our project, instilling confidence in our stakeholders.
• Achieving an 'exceptional' rating from an independent Gartner assessment.
• Orchestrated a 25% reduction in implementation partner expense through increased competition and service order bidding process.
• Project developed and built future-proof cloud-based architecture for organisational use within seven months.
• Direct communication with senior executives to translate complex and technical solutions and challenges in a precise but easy-to-understand manner.

• Engaged to manage the delivery of a business-critical work program to prepare the organisation for an impending influx of member requests for assistance due to COVID-19.
• Established transparent program governance, a measurement for success, roles and responsibilities, risk and issue management framework and enabled information dissemination and transparent communications.
• Launched an appropriate program team and ensured the resource capacity to meet program objectives
  The program met regulator (APRA & ASIC) expectations for treating members fairly and ensuring practices would support the ability to determine members' capacity to service repayments of their restructured loans.
• Worked with the operational team to create and apply end-to-end processes to enable efficiency, achieving program-targeted SLAs.
• Comprehensive change management activities were applied to ensure the embedment of the project deliverables, supported by digital-based training and an assessment of learning to ensure understanding and compliance with the policies applied.

• Managed the delivery of a new customer-facing digital platform (online and mobile) underpinned by an API-driven architecture. Immediate results were achieved, with a significant increase in engagement, lower bounce rates of 16.3%, and a higher average session time of +8.6%.
• Led the establishment of an Enterprise Information Store (EIS) to reduce the complexity of the organisation's data and facilitate informed business decisions.
• Organised, led, and facilitated the process Management (BPM) project team from inception to completion, including the transition to operational support. Project delivered – BPM framework, Maturity assessment framework, Process Prioritisation Model, Process Governance, Business Architecture Model, Operating Model and Modelled 80 business-critical processes. All were endorsed by the board and verified positively by an audit conducted by KPMG, with results reported to ACRMC.

• Managed large-scale strategic CRM program focused on business growth, technology advancement and process improvement across sales and service channels.
• Formed and nurtured talented teams of business analysts, programmers, developers, and other specialists, fostering a collaborative environment. Supervised up to 55 personnel, coordinating in-house, vendor and partner teams, and keeping stakeholders informed of progress and milestones.

Subset of the Program achievements:

• Unified 37 million yearly customer interactions, spanning 15 brands and 250+ insurance, banking, and wealth products, into a single platform. This consolidation streamlined operations and enhanced customer service.
• Successfully delivered a Knowledge system with +10,000 active users, a complex task that involved migrating and enhancing 14,500 refined articles from 12 disparate systems.
• Omni-channel customer experience with the build of integrated voice, email, and webchat interactions into a single solution.
  

• Led the Core Banking replacement program, the largest and most complex project Suncorp had ever undertaken, which required engagement with all areas of the organisation to bring a new platform to life, including software developers, testers, process designers, risk advisors, training specialists, learning facilitators and change champions.
• Managed the program's production upgrades of the new platform, creating a factory-style approach to the retrofit process to reduce resource allocation and investment.
• Created vendor and business relationships around performance, delivery, quality, innovation, and value rather than driving via the authority of the contract.
• Oversaw the Implementation and maturity of SDLC, test frameworks and release readiness procedures across all delivery streams. Supervised 27 successful major functional releases during my tenure.

Subset of achievements:

• Retail lending and Term deposits are now used daily across the business and are processed in reduced time and complexity.
• Migrated 1.3 million customer records to the Banking Platform.
• Implemented a new Collateral System, migrated existing records with a market value of more than $100 billion and decommissioned the legacy solution.
• Migrated Home Lending product book from the legacy system.

• Engaged to establish Ergon Energy's new corporate headquarters in Townsville. The role was responsible and accountable for managing multiple initiatives directed towards the strategic business and organisational objective.
• Achieved the highest available score in an internal audit of the project's outputs against scope, quality, cost, and stakeholder management and received organisation-wide recognition from the CEO for a highly effective initiative.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.

• Responsible for a high-priority global program, integrating teams worldwide to rebuild a problem platform. The quality of the new global platform directly influenced the organisation's strategic direction and received a personal commendation from the executive level for delivering a business reference initiative.
• Led a global task force delivering strategic responses to outsource vendor engagement issues. Required strategic analysis of the current landscape to ensure the proposed deliveries met the business needs and facilitated future growth. I brought the program under budget, consistently delivering savings through precise monitoring of program costs and rapid action on expected vs. actual metrics. Achieved a 170% productivity increase for the user group.
• Accountable for establishing an outsourced managed service to enable communications and business activity to diverse global locations.