Brian Cathro
Hamilton,WKO
Summary
Results-driven professional with comprehensive background in performance analysis and optimization. Adept at identifying trends and implementing strategies to enhance productivity and efficiency. Known for effective teamwork and adaptability to dynamic environments while maintaining focus on achieving key objectives.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
23
23
years of professional experience
Work History
Stakeholder and Communications Manager
Downer NZ
01.2024 - Current
- Built and maintained relationships with internal teams, client, and key affected stakeholders for large capital works projects
- Design and execute the customer engagement approach
- Resolve client issues quickly and efficiently.
Customer Service Manager
Waikato District Council
01.2018 - 01.2023
- Lead 7 team leaders (+ team of 60) to deliver high quality front house customer service, contact centre and library services across 9 separate sites
- Lead and manage the development of strategy, annual business plans, ongoing business improvements, activity management plans
- Work at multiple levels of council to influence both short and long-term decision making
- Build and leverage external relationships to enable council to achieve its goals
- Acting General Manager, Customer Support – responsible for 180 staff across a diverse range of functions
- Opened 3 new sites (library, library + service centre, business Hub + service centre)
- Established and embedded library strategy
- Established and maintained cross boundary relationships to create better outcomes for council
- Co-led a restructure and redesign of entire Customer Support Group using continuous improvement methodologies, change management principles and the voice of the people
Corporate Business Planner
Waikato District Council
01.2014 - 01.2018
- Collaborated closely with executive leadership team in setting strategic direction based on a deep understanding of council and community dynamics.
- Establish and lead the business planning framework across
- Support Executive/Managers/Team Leaders in strategic thinking and business improvement
- Lead and contribute to key organisation projects
- Project manage the analysis, and implementation of improvements to the service request system delivering measurable improvement in customer service
- Project manage the creation and implementation of Councils Long Term Plan (LTP)
Operational Delivery Leader
Genesis Energy
01.2012 - 01.2014
- Lead a team of individuals towards competency, motivation and resilience in a challenging environment
- Performed holistic analysis and lead in implementation of new charging model which improved financial position by $2.2mil p/a with no reduction in Customer volume
- Develop and deliver strategies to achieve a differentiated New and Moving service and to achieve a competitive advantage
- Develop and implement reporting processes and analysis for on-going performance and improvement
- Manage and maintain key third party relationships
- Introduced transparent, honest, communication culture to team environment contributing to a stable and empowered workforce
- Lead in implementation of comprehensive workflow and performance reporting, forecast modelling and resource requirements
- Established long term strategy for financial success of business unit
Workforce Manager
Genesis Energy
01.2011 - 01.2012
- Optimized staffing levels by analysing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
- Develop and embed operational disciplines such as scorecard and targets
- Coach/Mentor contact centre Team Leaders and Operational Managers in business improvement disciplines and ‘big picture’ thinking
- Troubleshoot and improve key contact centre sticking points
- Overhaul workforce function with reduction from 6 FTE to 3, Resulted in measurably improved forecasting process and increased business ownership of queue performance (roster of 200 CSRs)
- Led overhaul of Contact Centre quality framework through significant facilitated process involving 45 CSRs
- Led analysis and improvement of Contact Centre administration team culture and performance.
- Led development and introduction of scorecards and targets in the contact centre
Business Improvement Leader
Genesis Energy
01.2009 - 01.2011
- Led teams of Business Users to use statistical analysis, implement and control strategic change initiatives
- Coach/mentor 6 sigma green belts
- Led business units in identification of best value strategic improvement initiatives
- Contribute to establishment of GE’s business improvement programme
- Led team of CSRs, SCSRs, TLs, Ops Manager to sustained reduction of 60 seconds handling time in the contact centre- $1mil p/a net profit increase
- Led analysis used in front end credit risk project resulting in process/system change and measurable reduction in companies debt levels/risks
- Integral part of establishing business improvement programme in GE (reporting, mentoring system, benefits calculation, stakeholder education, project selection and prioritisation)
Business Analyst
Genesis Energy
01.2002 - 01.2009
- Led team of business analysts to manage change channel programme of work with reduced capacity during major system upgrade, with up to 76 active initiatives at one time
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures. Training/Development of new Business Analysts
- Lead large temporary teams in key projects
- Lead the business in identification, development, and implementation of system and process enhancements
- Provision of operational reporting through interpretation of system structures/data and business needs
- Integral part of successful implementation of numerous process and system changes:
- Electricity Industry National registry, Suite of software and processes to enable Customer switching, Meter Reading Interface – Field providers to Billing engine, Credit management/Payments arrangements system, Internal credit cycle process development and changes, Mailing data alignment with NZ post standards, Large Customer migrations (from external Companies)
Education
Human Centred Design -
Wintec
Teaching Papers -
University of Waikato
Communication / Marketing papers -
Wintec
Skills
- Business & Strategic planning
- Project management
- Requirements gathering
- Analytical thinking & data analysis
- Business analytics
- Team collaboration
- Communication
- Relationship Management
Personal Development
- AIP2 – Essentials of engagement
- PRINCE2 – Practitioner (project management)
- Human Centred Design - Wintec
- Lean 6 Sigma Black Belt – Genesis Energy
- Teaching Papers – University of Waikato
- Zero Harm incident training - Sentis
- Communication / Marketing papers - Wintec
Timeline
Stakeholder and Communications Manager
Downer NZ
01.2024 - Current
Customer Service Manager
Waikato District Council
01.2018 - 01.2023
Corporate Business Planner
Waikato District Council
01.2014 - 01.2018
Operational Delivery Leader
Genesis Energy
01.2012 - 01.2014
Workforce Manager
Genesis Energy
01.2011 - 01.2012
Business Improvement Leader
Genesis Energy
01.2009 - 01.2011
Business Analyst
Genesis Energy
01.2002 - 01.2009
Teaching Papers -
University of Waikato
Communication / Marketing papers -
Wintec
Human Centred Design -
Wintec
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