A passionate and forward-thinking financial services professional with a reputation for a Can-Do attitude and customer centric focus. Highly developed communication and stakeholder management skills with a flair for building natural rapport and trust amongst colleagues and clients. Passionate about using technology to drive financial results and product innovation.
Product Management · Product Development · Stakeholder Management · Relationship Management
Product Development – Contributed extensively as product owner to the two major Digital Wallet projects, which successfully helped 26 domestic banks and credit unions launched with Android Pay on its initial Australian wide launch day (i.e. 14/07/2016), and 31 domestic banks and credit unions launched Apple Pay on 15/11/2016.
Product Management – Contributed extensively to CommSec International trading product pricing update in 2015 by completing product review and proposal as well as successfully overseeing the pricing change implementation project, which resulted an approximately 20% increase in international trading volume within the first year of its launch.
Project Management – Successfully project managed 30 IPO launch operational support projects for our institutional clients participated, which generated $1.6m+ revenue for the business during my tenure.
Relationship Management – 4 years of relationship management experience for mid to large tier institutional clients. (One of my key clients was generating $15 – 20m revenue for our business p.a.)
Cuscal Limited Jun 16 – Nov 16
Assistant Product Manager, Digital Mobile Payments
Responsible for the end-to-end product ownership and delivery of two new major Digital Wallet products, i.e. Android Pay and Apple Pay. Actively involved in the research and planning phase for other Digital Wallet products. Responsible for analyzing and exploring opportunities to commercialize and productize existing and new Cuscal digital APIs to our clients.
PRODUCT DEVELOPMENT – Contributed as product owner in two major Digital Wallet projects, i.e. successfully launched Android Pay for 26 banks and credit unions on 14/07/2016, and launched Apple Pay for 31 banks and credit unions on 15/11/2016.Involved extensively in product testing, issue management, client contract negotiations, liaising with technology and scheme partners (such as Apple, Google and Visa) and forming go-to-market strategy with Marketing team. Successfully managed Apple Pay certification testing process.
Commonwealth Securities Nov 15 – Jun 16
Product Risk Manager, Product & Process Quality
Responsible for proactively managing Line 1 product risks and controls within CommSec retail and wholesale business units. Supporting and monitoring key CommSec strategy driven projects as the risk owner. Managing the end to end product related risk issues and incidents.
PRODUCT RISK MANAGEMENT – Proactively identified a major Cloud server triggered website collateral version display issue that impacted 1800 clients and across three major products. Successfully project managed the remediation plan I created and obtained stakeholders’ buy-in on the controls proposed.
Commonwealth Securities Jul 15 – Nov 15
Product Manager, International Equity & Direct Funds
Responsible for managing CommSec International Trading and Direct Funds platform products that generate $10m+ revenue p.a. Managed key third party service vendor relationships including Morningstar and Pershing. Completed regular competition review and new competitor analysis within Australian international trading market.
STAKEHOLDER MANAGEMENT – Successfully influenced and convinced CommSec leadership team to reverse their decision on letting clients to trade without valid US tax form (W8BEN) upfront by proactively engaging various teams to come up with strong supporting evidence and presenting them to the leadership team on a number of occasions. Internal Legal counsel confirmed this had prevented CommSec from US regulatory breach and severe potential reputation risk.
PRODUCT MANAGEMENT – Led the International trading product pricing change by completing pricing review, preparing pricing change proposal, engaging senior product manager and leadership team to obtain approval, and project managing the pricing change management delivery. The pricing change has led a 20% increase in international trading volume within the first year of its launch.
CommSec Adviser Services Oct 11 – Jul 15
Institutional Account Manager, Institutional Relationships
Responsible for relationship managing key institutional white label clients. Provided contract management and regular reporting services for our institutional clients. Successfully end-to-end managed a number of major incident communication process for the Institutional Relationships team. Acted as product owner on behalf of institutional clients in a number of internal projects.
RELATIONSHIP MANAGEMENT – Successfully relationship managed three of our key institutional white label clients, including Westpac Online Investing (4th largest online stockbroker in Australia) which renewed their long term contract twice with us during my tenure. Consistently received ‘Exceed Expectation’ for my Relationship Management KPI measurement during my tenure.
PRODUCT DEVELOPMENT – Acted as partial product owner for our key client Westpac Online Investing in the successful delivery of their mobile share trading app, which channeled 25% of the client’s trading volume and helped increasing Investment Trends survey customer satisfaction level by 7% in the first year.
PROJECT MANAGEMENT – Successfully project managed 30 IPO activities participated by key institutional clients in terms of operation and distribution support, which generated $1.6m+ revenue during my tenure.
INNOVATIVE THINKING – Successfully led the institutional client reporting service innovation by leveraging Tableau reporting tool, and packaged the new Tableau reports into viable commercial products. This innovation reduced our reporting overhead cost by near 30% and created a new revenue stream for the business.
CONTINUOUS IMPROVEMENT – Proposed and implemented a new standardized incident communication process across the business, which resulted in significant uplift in external and internal stakeholders’ satisfaction during major T incidents.
CONTRACT MANAGEMENT – Proposed and negotiated key performance SLA contractual term changes, which helped our business to create $20-30k financial penalty savings on a monthly basis, and minimized involuntary contract termination risk.
Commonwealth Securities Jan 11 – Oct 11
Asian HVC Relationship Manager (Secondment)
Actively advised Asian High Value Clients (HVC) with appropriate structured investment strategies and cross sold our investment products. Developed business opportunities from potential HVC base through CBA branch and internal referrals. Facilitated CommSec product seminars for Asian clients and followed up on potential leads.
SALES CAPABILITY – Achieved No.1 in closed referral cross sales for 3 consecutive months within CommSec HVC relationship management team during my tenure.
Commonwealth Securities Apr 08 – Dec 10
Equity and Margin Lending Associate
Responsible for providing trade execution, investment education and market update services to domestic investors via a range of investment vehicles.
CUSTOMER CENTRIC – Received Customer Service Excellence Award from CommSec Managing Director within the first year of the position, which is also during the most intensified period of the Global Financial Crisis.
The Education Group Feb 07 – Mar 08
Deputy Academic Director, Cambridge College International
Responsible for supervising trainers’ daily teaching activities, conducting interviews and induction for new trainers, monitoring academic policies and procedures, and assisting general manager in liaising with the Group’s Board of Directors.
LEADERSHIP – Introduced student satisfaction and trainer evaluation system, which resulted in reduction of student complaints by nearly 30% and trainer performance efficiency by 25%.
Qualifications and Training
Master of Applied Finance (Risk Management) – MACQUARIE UNIVERSITY
Bachelor of Commerce (Accounting) – MACQUARIE UNIVERSITY
Bachelor of Business (Marketing & International Business) – AUCKLAND UNVERSITY OF TECHNOLOGY
Also completed various industry training and certification courses:
§ Scrum Master Accredited Certification (International Scrum Institute™)
§ Scrum Product Owner Accredited Certification (International Scrum Institute™)
§ Product Management Course (General Assembly)
§ CFA (Charted Financial Analyst) Level II Candidate (CFA Institute)
§ Diploma of Financial Services (AAMC)
§ ASX Accredited Derivatives Adviser Level 1&2 (Kaplan Professional)
Systems/Tools: MS Visio, SharePoint, Tableau, Omniture, RiskInsite, Umbraco (CMS), Adobe PDF Writer, ORACLE SQL Developer