Jaspreet Kaur
Australia
Summary
A passionate product manager offering 5 years of product management expertise, 2+ years in managing people, and 9+ years of experience in financial services. Skilled at leveraging data and customer insights to drive innovation, embed human-centred design, and deliver portfolio growth. Strong knowledge of deposits, mortgages, payments, margin lending, trading, with proven ability to navigate regulatory environments. Experienced in applying AI to boost efficiency and automate workflows for smarter, customer-focused delivery.
Overview
9
9
years of professional experience
Work History
Product Manager, Lending
CommSec
04.2024 - Current
- Lead product initiatives by driving performance and collaborating with stakeholders such as; automating competitor pricing reporting, decommissioning CALIA+ product, leading EOFY Campaign with the objective to retain $600m of portfolio balance, developing acquisition strategy to achieve desired growth outcomes.
- Manage product P&L in line with NIM targets, customer outcomes, and support market research, competitor analysis, and customer insights.
- Complete financial modelling to ensure product developments are commercially viable.
- Ensure product compliance with regulatory obligations and internal policies.
- Analyze data and financial metrics to assess product performance and identify improvements.
- Proactively manage product risks, mitigation strategies, and remediation efforts.
- Understand customer needs and pain points to drive change and achieve business outcomes.
- Monitor and manage product changes to improve offerings and customer experience, providing actionable recommendations.
- Fostering human centred design approach when implementing product enhancements.
- Working in an agile environment and foster strong relationships across the product value chain to ensure efficient roadmap delivery and issue resolution.
- Training completed:
- 1. Human Centered Design
- 2. Product Opportunity Assessment
Product Manager, Transactional and Savings
AMP Bank Limited
04.2023 - 04.2024
- Leading key product change initiatives such as; Grandfathering the Bett3r Deposit Account, relaunching the AMP Cash Management product geared towards investors, delivering PayID, Card controls.
- Developing Customers Value Proposition for the everyday banking transactional account and presenting this to Senior Management.
- Grow the product line with the volume and NIM targets.
- Monitor lifecycle management interactions and customer behaviour.
- Drive closure of incidents and issues; review relevant risk acceptances.
- Preparation of pricing recommendations and execution of pricing decisions.
- Manage access cards ordering and ensure payments processes are optimized.
- Assist with monitoring of payments methods as required.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
Deposit Product Manager, Governance & Maintenance
AMP Bank Limited
10.2020 - 04.2023
- Responsible for project management of key product initiatives such as; Business Owner and Product Owner for bank related projects as required, such as; Design and Distributions Obligations project.
- Held delegation for BEAR responsibilities while Director was on leave.
- Responsible for three direct reports, provide ongoing support and strive to cultivate a high-performing team.
- Leading key product change initiatives to achieve the everyday banking product strategy and ensuring other team members are on track to delivering the change, including changes to the AMP Saver Account proposition, changes to Retail Term Deposit break cost methodology, developing deregistered company process etc.
- Responsible for the Everyday Banking Product Suite such as; Everyday banking Transactional and Savings Account, SMSF Bank Accounts, and Business Bank Accounts.
- Ownership of regulatory and compliance activities for deposit product such as; Financial Claims Scheme (FCS), Unclaimed Monies Return, North Platform and Super attestations, and Consumer Data Right.
- Ensure that the deposit offerings complies with the relevant legislation such as; FACTA/CRS Act, AML/CTF Act, Corporations Act, Design and Distribution Obligations, etc.
- Conduct product strategy reviews and, where appropriate, compile analysis and present findings to the senior leadership team for modification or discontinuation of specific products.
- Facilitate closure of product offering to new business.
- Owner of incidents and issue remediation.
- Review deposit product fees annually and recommend increases, decreases, or discontinuation.
- Coordination and preparation of Disclosure Documents, including Product Disclosure Statements, and Target Market Determination
- Support Senior Product Manager with the execution of the deposit product strategy.
- Support Pricing Manager, as required.
Customer Complaints Analyst/Complaints Manager
AMP Bank Limited
02.2020 - 10.2020
- Researched and recommended process improvements designed to mitigate operational and financial risk.
- Monitored and analyzed financial, statistical, and operational data trends.
- Mapped processes to holistically examine business flow and identify improvement opportunities
- Maximized team knowledge and productivity by effectively training, monitoring, and directing employees in application of best practices and regulatory protocols.
- Generated reports detailing findings and recommendations.
- Organized system infrastructure documentation and operating procedures, strengthening controls, and enhancing overall performance.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Coaching complaint handlers on how to effectively resolve complaints.
- Actively managed and resolved high profile complaints.
- Liaised with AFCA and attended Conciliations to resolve high level complaints.
Subject Matter Expert
AMP Limited
03.2019 - 02.2020
- Involvement in various Bank Projects and liaising with internal stakeholders such as; Implementation of Webchat, Banking Code of Practice, ChatBot and helped roll out compliance modules.
- Identified trends in productivity and customer satisfaction and implemented process improvements to improve metrics and customer experience.
- Coaching staff on any knowledge gaps and call handling skills.
- Planned and deployed training programs for Bank Contact Centre procedures and activities specific to deposits, mortgages (origination and post settlement), and Broker.
- Compiled training handbook and related course materials.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Developed new training programs including the utilization of behavioral training methods and high engagement activities.
- Completed process mapping to provide foundation for evaluations
- Identified problems and worked with senior management to develop effective solutions.
- Documented business workflows for stakeholder review.
- Built library of models and reusable knowledge-based assets to produce consistent and streamlined business results.
- Managed quality programs to reduce overdue compliance activities.
- Facilitated change management activities for department and staff of 50 individuals.
- Actively managed and resolved customer complaints for the Bank Contact Centre.
Senior Customer Service Representative
AMP Limited
01.2018 - 02.2019
- Engaged clients in person and over phone to answer questions and address complaints relating to mortgage and deposit accounts.
- Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Trained new staff regarding company operations, policies and services.
- Compiled customer feedback and recommended service delivery improvements to management.
- Responded to customer requests for products, services and company information.
- Cross-trained and provided back up for customer service managers.
- NPS reporting in relation to customer satisfaction.
- NPS coaching to all staff members including best practice, and methods of maximizing customer experience.
- Reviewing and approving transactions.
- Responding to customer via email and secure message.
Customer Service officer
AMP Limited
08.2016 - 12.2017
- Assisting Brokers/advisors/planners with enquiries in relation to mutual clients as well as pre and post settlement queries
- Assisting customers with enquiries in relating to deposit and mortgage products.
- Handled customer calls requiring troubleshooting and resolution of internet banking issues.
- Ability to work to KPI'S (such as AHT, Quality, Compliance and adherence to schedule).
Education
ASFA Certificate III - Customer Engagement
Bachelor of Commerce - Finance
Macquarie University
01.2016
Skills
- Team leadership
- Product Strategy & Roadmaps
- Product Lifecycle Management
- Agile Delivery & Human-Centred Design
- Customer Discovery & User Insights
- Financial Modelling & Commercial Acumen
- Risk Management
- AI & Emerging Digital Technologies
- Technical Proficient (MS Suite, Salesforce, SQL,Jira&Confluence)
Timeline
Product Manager, Lending
CommSec
04.2024 - Current
Product Manager, Transactional and Savings
AMP Bank Limited
04.2023 - 04.2024
Deposit Product Manager, Governance & Maintenance
AMP Bank Limited
10.2020 - 04.2023
Customer Complaints Analyst/Complaints Manager
AMP Bank Limited
02.2020 - 10.2020
Subject Matter Expert
AMP Limited
03.2019 - 02.2020
Senior Customer Service Representative
AMP Limited
01.2018 - 02.2019
Customer Service officer
AMP Limited
08.2016 - 12.2017
Bachelor of Commerce - Finance
Macquarie University