- Strategic Planning & Execution: Developed strategic roadmaps for digital products and CRMs, incorporating market trends and customer insights to meet demands effectively. Led the transition of digital services from monolithic architectures to modular frameworks, enhancing performance through AWS Cloud migration.- Product Management: Managed the portfolio for the Improving Digital Services value stream, driving product application sales, app conversions, and internet banking registrations. Led continuous enhancements of AU Digital Platforms, focusing on scalability and performance monitoring.- Team Leadership and Development: Built and led a team of Product Owners and Business Analysts, fostering a culture of accountability, innovation, and performance excellence. Ensured adherence to agile methodologies and facilitated Scrum ceremonies.- Innovation and Process Improvement: Directed initiatives to improve product onboarding and customer servicing processes across multiple channels. Conducted customer research and collaborated with cross-functional teams to derive actionable insights for continuous improvement.- Revenue Growth: Directly responsible for Digital KPIs that significantly increased product sales, app conversions, and internet banking registrations, enhancing overall customer satisfaction.- Risk Management: Owned risk management for digital platforms, implementing robust solutions in collaboration with cybersecurity and fraud experts to mitigate risks and enhance security.-Stakeholder and Vendor Management: Managed key relationships with HSBC Global Digital teams and external digital service suppliers, ensuring strategic alignment.Key Achievements:- Led the introduction of Agile ways of working across digital- Reduced frontline onboarding errors by over 80% by eliminating manual processing.- Achieved a remarkable increase in digitally acquired customers from 45% to 65% - Led development of Omnichannel CRM solution for Digital and staff channel

- Strategic Leadership & Product Vision: Developed and executed the product vision for Digital Acquisitions, aligning with HSBC’s broader digital strategy. This included the introduction of innovative digital initiatives such as straight-through processing (STP) for retail banking products.- Business Analysis & Project Management: Led requirement-gathering workshops, documented business requirements, and managed project timelines, budgets, and resources for digital product initiatives from conception to delivery. Oversaw cross-functional coordination and risk management, including integrating third-party API solutions- Sales & Performance Enhancement: Drove Digital Sales KPIs, boosting product application sales, app conversions, and internet banking registrations. Collaborated with Marketing, Sales, Analytics, and Operational teams to identify and lead initiatives for continuous digital operations optimisation.- Stakeholder Engagement & Collaboration: Led engagements with global teams to identify and adapt global solutions. Worked closely with Marketing teams to ensure digital strategies were compatible with ongoing and future campaigns.- Project Coordination and UX/UI Leadership: Led key ceremonies, including planning/estimation, daily standups, showcases, and retrospectives, ensuring goals were met and projects were delivered on time. Collaborated with internal and external teams to deliver user-centric UX/UI design solutions, driving incremental improvements across digital platforms.Key Achievements: - Led the development of New to Bank Deposits and Existing to Bank prefilled real-time applications in 2013 and 2014, respectively. - Introduced real-time eVID vendor through third party API integration for new-to-bank customers, resulting in a significant increase in ID approvals from 20% to 55%- Digitally acquired customers increased from 15% to 45% with the introduction of STP applications

 Compiled comprehensive channel reports, encompassing Channel MI and daily/weekly/monthly statistics. Facilitated requirement gathering workshops, documented business requirements, and served as the primary contact for stakeholder change requests, collaborating with the Channel owner to initiate optimization initiatives. Developed and maintained documentation of processes and procedures, including process flows, internet banking system diagrams, process manuals, and staff training material.  Liaised with marketing teams to oversee customer acquisition, activation, and activity campaigns, collaborating with operational teams to identify process inefficiencies and formulate change requests for optimization.  Leveraged data insights from customer behaviour and feature usage through direct collaboration with the analytics dpt to contribute to ongoing platform optimization. Assisted in executing the digital strategy for Internet Banking & Mobile Banking platforms in collaboration with the Channel manager, assuming the role of Test Lead, overseeing all testing requirements for projects.ACHIEVEMENTS Led the project and requirement gathering for batch-processed lead & application forms. Enhanced existing to customer enquiry leads and applications through iterative development. Assisted the channel manager in the introduction of Mobile Banking app V1 through V4.  Lad the implementation of a real-time online foreign currency transaction feature for desktop and mobile channels. Led from conception to launch the integrated two separate Internet Banking systems. Led from conception to launch e-Statements for internet and mobile channels.