- Driving customer and utilisation growth in internet banking and mobile banking channels through go to market and ongoing engagement activities- Develop and maintain the digital roadmap to drive acquisition, engagement, retention and sales- Performance management for digital KPIs and journey optimisation- Strategic roadmap development aligned to corporate strategy and key transformation initiatives- Digital product and experience management for customer digital onboarding and ongoing engagement- Accelerating the adoption of an Agile delivery model and principles- Initiative owner for the launch of the new NPBS mobile banking app

On my return to Australia, I took the opportunity for travel, to assist family members in the sale of their business. I also upgraded my SAFE Agilist qualification and acquired the Agile Product Owner qualification.

Reporting to the global head of digital and responsible for leading a team of 20 FTE to accelerate the migration to a 'digital first' operating model.- Owner of the annual key performance digital metrics agreed with Group and Country Heads.- Established "go to market" action plans with each priority market to identify the key initiatives to becoming 'digital first' and ensuring that key initiative are prioritised and roadblocks removed.- Voice of digital customer experience, using NPS, CSat and verbatim data to understand and prioritise key programme and product development roadmaps.- Introduced a new key lever KPI to all markets in 2019 to accelerate digital adoption and other KPIs.- Monthly performance meets with each priority market to review financial and non-financial commercial performance and accelerate achievement of annual and strategic objectives.- Identify and apply best practice models from both within the business and from the industry & other verticals to to solve key commercial challenges to becoming digital.- Performance management meetings with other channels and functions to champion progress and identify & resolve key blockers and dependencies for markets and digital product owners.

Global product owner for delivery of online banking across HSBC's Retail Banking - delivery of best in class sales and service functionality across markets within the authenticated environment. - Product owner for all customer transactional and cross-sale journeys using user-centred design.- Product owner for security and authentication to ensure a safe, secure and usable experience.- Improved completion rates for core move money journeys of transfers and payments, growing channel usage and reducing the volume of payments requiring manual intervention.- Introduced biometric authentication to HSBC customers.- Delivered mobile (app) banking to new clients and markets.- Agile scrum product development with a virtual team based in multiple locations.- Working in parallel with multiple clients and in triaging variations from legacy journeys - over 1,000 redudant features and journeys were demised with no impact on client experience.- Business sponsor working with the global IT teams to identify, scope and establish a roadmap to migrate off of out of life IT systems to maintain our digital capabilities and reduce technical debt.In doing so the programme drove common business models, increased customer usage and sales / service efficiency for the global business. The product is now used by millions of customers in multiple markets on a daily basis.

Chief Operating Officer for Retail Banking & Wealth Management. Member of the senior leadership team with accountability for executing the country business plan and business operations.- Team leadership of 45 specialists and professionals covering business strategy, change management and operations.- Led the distribution strategy to optimise footflow across all channels, including growth in digital and opening new branch outlets in key locations.- Owner of Business Risk and Quality Assurance to ensure compliance with all local, global and company policy requirements and to optimise client experience.- Led the Business MI reporting & insight function to deliver all local and regional reporting and in finding and applying insights to accelerate & inform the business strategy.- Develop the annual staff incentive schemes and obtain local and regional sign off.- Owner for Resourcing, Technical training and Internal Communications to ensure staff numbers could deliver an outstanding service, were engaged and kept up to date.- Owner of customer relations team for all business lines to provide a timely, fair and accurate response to all customer complaints and feedback.

Recruited from the UK Bank to be Head of Digital and then all Direct channels - website, internet banking, ATM network and IVR, sales call centre and international banking centre.- Led a team of c. 120FTE across multiple disciplines: digital; ATM; high net worth client relationship management and inbound / outbound sales.- Led the introduction of new digital capabilities that turned a business cost centre into a major revenue and profit contributor.- Product owner to introduce new internet banking functionality including e-statements, enhanced client messaging, and a bilingual English and Chinese service to support the key user groups.- Product owner to accelerate transaction migration through improved and simplified journeys.- Introduced electronic ID verification to simplify the onboarding process for new customers.- Introduced simplified product application journeys for existing clients to improve conversion rates.- Led the development of HSBC's implementation for ATM reform including an access agreement with Westpac to meet the new legal requirements but also providing improved client access to fee-free ATMs.- Live service management for internet banking, website, IVR and ATM services

Responsible for a team of 35 FTE and a £2m+ marketing budget to drive online acqusition of new customers and deepen relationships with existing clients through website and internet banking.- Acquisition of active customers and migration of routine transactions and product sales to digital.- Internet banking growth and online sales targets were both exceeded.- Brand was number one in market for current account sales and active internet banking usage.

Product owner for HSBC's Internet Banking Service and online current accounts.- introduced an online application for current accounts including student and high net worthsegments- introduced electronic identity and address verification to simplify and speed up the client onboarding process- introduced e-statement capabilities to meet client demand and reduce paper consumption.- introduced an online ordering service for travel money (foreign currency) with delivery to home address.- Project manager to relaunch HSBC's global website www.hsbc.com

Product manager and project manager for HSBC's digital commercial banking proposition. - Developed the business case for HSBC business internet banking service and launching to market- Led a project management team to deliver new functionality to the internet banking service- Business analysis on c.1,000 third party approaches for partnering with HSBC digital to determine opportunity, client and brand fit, technology integration, commercial and legal terms etc.

Commissioned into the Territorial Army in 1992 (infantry - 3RWF) before transferring to Royal Signals in 1994, Various leadership roles through to Squadron Commander and then Brigade SO2 Staff Officer.

Product management and project management of ecommerce opportunies including:- delivery of NatWest's Internet Service Provider service- product owner for new functionality for NatWest online banking an public website.

Relationship manager for a portfolio of mid-corporate businesses ranging from £1 - 7m sales turnover.- Maintaining a proactive call and sales strategy for existing and new clients.- Assessing lending, cash management and other service needs to support client growth and retention.- Seeking and winning new business opportunities.