Gordon Lam Email & Phone Number

Key Projects & AchievementsLed the Beyond Banking partnership strategy and executing on the vision of providing a seamless digital experience with CommBank partners. This involved delivering a reusable and scalable API platform to enable two-way data sharing between CommBank App and partner apps to drive acquisition of partner products and to turn the CommBank App into a ‘one-stop’ shop.

Key Projects & Achievements- Delivered the ‘Category Budgets’ feature in the CommBank App with my mobile team, which helps customers stay on top of their spending by using various behavioural nudges. The Randomised Control Trial (RCT) experiment we ran has proven a causal relationship between the usage of the feature and high financial wellbeing for customers and deeper banking behaviour.- Influenced key stakeholders to break down the delivery of the ‘Bill Sense’ feature into… Show more Key Projects & Achievements- Delivered the ‘Category Budgets’ feature in the CommBank App with my mobile team, which helps customers stay on top of their spending by using various behavioural nudges. The Randomised Control Trial (RCT) experiment we ran has proven a causal relationship between the usage of the feature and high financial wellbeing for customers and deeper banking behaviour.- Influenced key stakeholders to break down the delivery of the ‘Bill Sense’ feature into incremental drops and an agile mindset by broadening the options to achieve the same outcomes for the customer and the business. We were able to bring in the “Big Bang” release of July 2020 to November 2019. Through the use of a user story map, I was able to help plan and visualise the delivery plan to the entire extended project team.Bill Sense won the following awards:2021 CommBank Annual CEO Excellence Award (Courage)2020 CommBank CEO Excellence Award2021 Canstar Innovation Excellence Award- Used data and customer feedback to inform product backlog. Routinely reviewed feedback on the digital features as well as digital engagement data to give the ‘Smarter Banking’ program actionable insights which led to increased funding to improve NPS and engagement. Show less

Sydney, Australia

KEY PROJECTS & ACHIEVEMENTS• Developed the requirements and executed the secure physical migration of customer data from a 3rd party vendor into an internal solution. Due to the sensitive nature of the data, I worked closely with the digital protection group to develop integrity and security controls to ensure zero data leakage and accuracy of data.• Delivered the VISA Claims Resolution compliance changes with only a short runway of 3 months with no material issues upon go-live.… Show more KEY PROJECTS & ACHIEVEMENTS• Developed the requirements and executed the secure physical migration of customer data from a 3rd party vendor into an internal solution. Due to the sensitive nature of the data, I worked closely with the digital protection group to develop integrity and security controls to ensure zero data leakage and accuracy of data.• Delivered the VISA Claims Resolution compliance changes with only a short runway of 3 months with no material issues upon go-live. I performed a complete review of the company's obligations to VISA and ensured all requirements were met by the technical solution.• Worked on a project to help Customers reduce account overdrawn fees through the effective use of messaging. I took over as the lead BA to restore confidence in the quality of delivery which had suffered due to a prior production issues encountered. I drove collaboration between all the testing teams spread across a number of platforms, and made sure the testing position was understand and gaps were identified and addressed. The project went live with no issues.• Developed the high level requirements for 3 to-be-released features changing the CVP of the bank's core products, which was required for the business case to be approved and funding released. Show less

Sydney, Australia

KEY RESPONSIBILITIESReporting to the PMO Leader and working closely with the Product Leader to initiate, plan and execute strategic projects to position the Macquarie Pacific Funding division as the leading Pay By The Month payment provider in the Insurance industry across Australia and New Zealand. Partnering with BDMs and RMs to deliver sales presentations to channel partners to increase adoption of digital channels.Mentoring and managing junior business analysts… Show more KEY RESPONSIBILITIESReporting to the PMO Leader and working closely with the Product Leader to initiate, plan and execute strategic projects to position the Macquarie Pacific Funding division as the leading Pay By The Month payment provider in the Insurance industry across Australia and New Zealand. Partnering with BDMs and RMs to deliver sales presentations to channel partners to increase adoption of digital channels.Mentoring and managing junior business analysts, building up their BA competency.Effective use of SQL to produce reporting and insights.KEY PROJECTS & ACHIEVEMENTS• Successful delivery of a hosted payment API, which allows channel partner websites to receive a Pay By The Month quote to present to their clients for electronic acceptance. Designed the ‘straight-through processing’ process including the UI/UX component, opening up a new channel of business for the market.• Lead BA on the broker-facing platform replacement project, which accounts for 90% of our volume. Responsible for the on-time delivery of functional requirements, and ongoing management of the change request process. Played a leading role in the UI/UX design to ensure delivered solution is user-centric. Received the ‘MPF Wins’ award.• Successful delivery of a new operations workflow system within our core loan application, providing a powerful and flexibility loan routing framework. Eliminated the ongoing cost of vendor development requests.• Delivered a performance improvement program which resulted in system stability and reduced daily bank file processing time, improving the user experience for both channel partners and internal staff. Reduced quote creation time by 71%, quote submission by 94% and eliminated B2B interface timeouts completely.• CEO ‘Team of the Year 2013’ award Show less

Melbourne, Australia

KEY RESPONSIBILITIESTo deliver strategic projects within the Premium Funding business supporting its Growth & Innovation initiative. Provide an escalation point to the BAU IT team for product and system support.KEY PROJECTS & ACHIEVEMENTS• Delivered a platform replacement project - implementing a new core application (.NET), broker channel web portal (.NET), and reporting suite (Business Objects).• Successful delivery of an electronic contract… Show more KEY RESPONSIBILITIESTo deliver strategic projects within the Premium Funding business supporting its Growth & Innovation initiative. Provide an escalation point to the BAU IT team for product and system support.KEY PROJECTS & ACHIEVEMENTS• Delivered a platform replacement project - implementing a new core application (.NET), broker channel web portal (.NET), and reporting suite (Business Objects).• Successful delivery of an electronic contract (paperless) project, increasing efficiency for our channel partners, end-clients and Macquarie’s operational staff, while addressing PCI-DSS credit card compliance. My working HTML prototype allowed for an expedited requirement signoff and development phase.• Led a LEAN ‘Kaizen’ team to identify and execute business and system change to streamline loan processing, prior to the platform replacement project.• Delivered monthly system releases bringing new premium funding products to the market. Show less

KEY RESPONSIBILITIESDeliver initiatives to streamline processes, new products and to improve the system stability and performance for the Custom Fleet division.KEY PROJECTS & ACHIEVEMENTS• Automated and streamlined invoice processing. I identified and fixed problematic areas, reduced manual intervention and subsequent human error. Preparation reduced from 1 hours’ worth of work down to 1 click. Received the ‘Curious’ GE Values award for this project.• Functional… Show more KEY RESPONSIBILITIESDeliver initiatives to streamline processes, new products and to improve the system stability and performance for the Custom Fleet division.KEY PROJECTS & ACHIEVEMENTS• Automated and streamlined invoice processing. I identified and fixed problematic areas, reduced manual intervention and subsequent human error. Preparation reduced from 1 hours’ worth of work down to 1 click. Received the ‘Curious’ GE Values award for this project.• Functional requirements for the ‘Green’ initiative, allowing the invoicing of carbon offsets for ‘Fleet Card’ fuel transactions.• Developed the solution to provide client and transaction data to the central DWH to improve anti-money laundering detection.• Provided technical 2nd level support to Support staff and performed incident resolution to mitigate system downtime and data inaccuracy. I mentored offshore resources, resulting in them actioning 90% of cases and the reduction of open cases from 69 to 18.• Involved in the core application’s SQL 2005 server upgrade. The project resulted in a more stable user application and allowed continued vendor support. I performed weekend data archiving to improve the core leasing application’s performance. Combination of initiatives reduced severity 1 incidents by 75% in 9 months then further reducing by 72% in the following 12 months. Show less

Bachelor Of Science (B.Sc.), Computer Science

Certified Scrum Product Owner

Ba Fundamentals & Ba In Practice

High School Certificate