SANGEETHA RAMAN
Sydney,Australia
Summary
Passionate & experienced Lead Product Owner with a proven track record in enhancing and building new features in mobile applications. Successfully led strategy and implementation of contact centre projects (e.g. IVR transformation, Live Chat, Async Chat, Chatbot, Contact Centre migration etc.) as well as digital adoption and transformation initiatives across ING Bank Australia, UOB Bank Singapore, and Citibank Singapore Limited. Passionate and competent in project-feature delivery, risk assessment, product introduction, and overall management of a product's life from conception to fruition.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Lead Product Owner (Digital Experience)
ING Bank Australia
09.2023 - Current
- Managed QBR/BRP prioritisation & backlog prioritization for Mobile Application, ensuring alignment with business goals and stakeholder expectations.
- Coached Product Owners & technology team to oversee entire feature deployments from vision and creation to rollout and delivery.
- Mentored junior team members in Agile methodologies and best practices for effective Product Owner role execution.
- Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects and features built into ING Mobile App.
- Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
- Collaborated with cross-functional teams (Contact Centre, CX Leads, Payments, Daily Banking, Platform Tribe, SRE, Consumer Lending etc.) to develop high-quality features that met customer needs.
- Worked on customer feedback to identify areas for improvement.
- Cultivated strong relationships with key stakeholders by maintaining open lines of communication and addressing concerns promptly.
- Reduced time-to-market by effectively coordinating resources, tasks, and timelines within the team.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
- Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
- Managed stakeholder expectations through regular updates and strategic communication, building strong relationships.
- Translated technical requirements into user stories, bridging gap between development teams and non-technical stakeholders.
- Oversaw product launches, coordinating marketing, CX Leads, Contact Centre and development teams to ensure cohesive go-to-market strategy.
- Optimized resource allocation, enabling team to focus on high-impact projects and features.
- Championed customer experience, incorporating user feedback into product development to increase satisfaction.
- Prioritized bug fixes and enhancements based on user impact, maintaining high levels of customer satisfaction.
- Successfully launched multiple key initiatives via Mobile App with minimal supervision such as Mobile Dashboard, Customise Dashboard Accounts, Hide/Show Account on Pre-Login screen, Dashboard Offers (Xbuy & For You), Home Loan Direct Debit, STS to PING migration etc.
Digital Product Owner
ING Australia
10.2022 - 09.2023
- Demonstrated excellent ownership of the Round Up to Charity (RUC) project deliverables within the first 6 months in the role
- Successfully managed the development, testing completion and release of Round Up to Charity project production
- Managed business expectation by releasing the RUC feature in a phased approach to ensure app and API performance were not affected
- Work closely with Site Reliability Engineers (SRE) by reviewing system performance and feature and app release approach
- Managing a squad of 22 members (developers, engineers and testers) to deliver multiple key projects (e.g STS to PING migration, PayTo, Home Direct Debit, New Mobile Offers on dashboard etc.)
- Collaborated with the development team and business stakeholders to ensure features, bug fixes and compliance related changes were completed on time and met quality standards
- Developed excellent relationship with colleagues within and outside Digital tribe to achieve deliverables
- Worked closely to solve production issue caused by Scams Payment Prompt
- Set up clear guidelines for mobile app release process by ensuring each feature is well developed, tested, code reviewed and approval sought before code is merged for app release
- Picked up and delivered multiple web and mobile related changes requested by other tribes
- Collaborate with CJEs, PMs and ITALs from various tribes to understand the scope of change for each handshake item requested and set realistic expectation on development and delivery date
- Constantly in touch with Contact Center communication, training and workforce management team before and after every feature and app release
- Set and effectively manage the squad's priorities and backlogs based on business needs and capacity
- Support other product owners in terms of guidance and approach to solve issues and impediments in project deliveries
- Work closely with Digital Design and Analytics team for each feature and app release
- Completed risk assessments for projects by working with business representatives from Risk, Legal and Compliance
- Reviewed and completed Digital Asset- Mobile Application's DRA and CIA ratings with Technology Risk Managers
- Assisted in closing iRisk events by managing changes to features in ING website and mobile application
- Supported Digital Operations Team during and after work hours, especially to support release schedules
- Resolved complex mobile-related production issues & bugs which helped to resolve old PRB tickets for Digital tribe
- Led daily stand-up ad business readiness meetings to ensure tasks were completed on time and communicated changes to stakeholders
- Created an effective risk management plan that identified, assessed, and mitigated risks to the project
- Identified and resolved conflicts between team members to ensure a successful project delivery
- Mentored and coached project team members to ensure features and projects are released successfully
- Analyzed project data and created reports to present to leadership team, resulting in improved decision-making
- Utilized Agile methodology and tools to ensure a successful product launch.
Digital Bank Product Owner (Vice President)
United Overseas Bank (UOB) Singapore
06.2019 - 10.2022
- Led a group of Product Owners to build a fully integrated AI assisted customer service model incorporating bots, scheduled query resolution, live chat and asynchronous response capabilities across text and voice. Generated first contact resolution of +85%.
- Designed, mapped and launched end-to-end customer Mobile App Digital Servicing journey that keeps customers within Digital channels for banking needs (in-App Help Center, Contextual Help, Chatbot, Async Chat, Live Chat & Click to Call-VOIP Calls)
- Built chatbot in sign up journey for UOB TMRW Thailand and Indonesia resulting +30% reduction in prospect inquiries to Contact Centre.
- Developed conversation design strategy for chatbot resulting in +25% in resolution rate.
- Built in-app digital adoption capability improving customer engagement on key journeys by 1.3X
- Build in-app contextual help capability reducing service interaction by 50% for deployed use cases
- Worked hand in hand with Contact Centre team across South East Asia to improvise IVR call flows, IVR & Agent Authentication, Call Routing mechanism, Service Level metrics , Reporting & Analysis.
- Liaising with design and technology teams in agile scrums to help build and deploy initiatives to drive customer adoption and commercialization of UOB's mobile only bank app - UOB TMRW
- Design user journey map for new features and performed NPS and service impact analysis for Digital Servicing
- Successfully led and launched UOB TMRW Chatbot, Live Chat & Asynchronous Chat
- Trained Chatbot based on contact centre queries & customer's feedback (app usage)
Digital Transformation Lead
Citibank Singapore Limited
08.2017 - 05.2019
- Strategised and planned Contact Centre migration from outsources centre to another (from Malaysia to Philippines)
- Managing end-to-end contact centre projects, including setting up contact centre in Manila, Philippines (logistics, recruitment, training etc)
- Improvised IVR Authentication & Self Service journey to achieve minimal transfers to agents.
- Introduced Sales over Live Chat and closed over 1Mil consistent sales volume each month since 2017 with ~14K service chats/month
- Oversight of Customer Contact Centre, re-engineering processes to drive digital offload activities generating an 18% reduction in call volume in 2017 & 2018 leading to reduction in operating expenses and 55 seconds of AHT
- Launched Voice Biometrics authentication via IVR for Citibank Singapore which resulted 55% of customers being voice authenticated (2FA) before agent interaction within 6 months of launch. Reduced overall AHT over 30 secs.
- Experienced in preparing Business Requirement Document (BRD) and raising OPPM for Contact Centre Projects.
- Experienced in managing digitization projects across ASIA.
- Hold a proven track record of successfully transforming processes from analog to digital by designing customer journey and process that solve complex business solutions - damaged/lost card journey, transaction dispute, unlocking internet banking etc.
Manager, Client Correspondence Services
Citigroup Transactions Services (M)
10.2016 - 07.2017
- Led and supervised a team of specialist who handled customers' query by telephone, e-Chat, email, letter and social media
- Investigated and solved customers' problems, which may be complex or long-standing that have been passed on by customer service agents
- Re-engineered processes to drive client centric solutions which brought the team to be the best performing team in ASIA in terms of KPIs and NPS
- Implemented new processes and drive process improvement for cost effectiveness
- Driven sales number via correspondence (Live Chat) channel.
Manager, Complaints Management Unit
Citigroup Transactions Services (M)
02.2016 - 09.2016
- Managed and handled complaints received from contact center
- Supervised a team of service recovery staff ensuring all complaints are handled within the benchmark timeline and according to guidelines and through proper root cause analysis and execution of preventive measures to eliminate recurrence of problem incidence
- Always communicated feedback regularly to Product/Business owners to units to ensure delivery of quality service to ensure high customer retention as well as providing ideas and suggestions to improve the departments' products and services and to overcome its weaknesses
- Identified drivers of customers' dissatisfaction through analysis and implementing appropriate quality process solutions to address customer issues by scoping root causes
- Identified project opportunities with high customer and business impact and provide such feedback to Business Process Improvement Unit to improve process utilizing process improvement and quality tools and methodologies.
Business Trainer, Client Contact Center
Citibank Singapore Limited
02.2011 - 01.2016
- Managed a seamless migration of CRM system from IBM to in-house CRM system
- Identified training and developments needs within organization through job analysis, appraisal schemes, and regular consultation with business managers
- Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries
- Conducted various types of training for Customer Service Officers, Supervisors and Managers, e.g
- Credit Cards/Bank Products & processes and soft skills
- Coached and mentored contact center officers to improve their performance
- Designed and expanded training and development programs based on business needs and individual development plan.
Customer Service Officer
Citigroup Transactions Services (M)
06.2008 - 01.2011
- Serving Citibank Singapore customers by providing product and service information, resolving product and service problems
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
- Created and maintained customer service reports that provided insights into customer service performance and customer feedback.
Education
Bachelor of Science (Biological Sciences) with Honours -
Universiti Malaysia Terengganu
05.2008
Skills
- Leadership and Teamwork
- Agile Project Management
- Design thinking
- Strategic Planning
- Product Management
- Release planning
- Staff Management
- Product Backlog Management
Accomplishments
- Collaborated with multiple squads within Digital and other tribes in in the development of ING Mobile App
- Successfully released 13 Mobile App releases introducing new features & enhancements including STS to PING, Round Up to Charity, Mobile Dashboard & Customisation, Home Loan direct debit, Mobile Dashboard Offers etc.
- Demonstrated excellent ownership and leadership in delivery of critical projects within stipulated timelines - 13 Mobile App releases (e.g. STS to PING, Round Up to Charity, Mobile Dashboard & Customisation, Home Loan direct debit, Mobile Dashboard Offers etc)
Certification
- Certified - Professional Scrum Product Owner 1 (Credential ID: 440798)
Personal Information
Title: Lead Product Owner
Timeline
Lead Product Owner (Digital Experience)
ING Bank Australia
09.2023 - Current
Digital Product Owner
ING Australia
10.2022 - 09.2023
Digital Bank Product Owner (Vice President)
United Overseas Bank (UOB) Singapore
06.2019 - 10.2022
Digital Transformation Lead
Citibank Singapore Limited
08.2017 - 05.2019
Manager, Client Correspondence Services
Citigroup Transactions Services (M)
10.2016 - 07.2017
Manager, Complaints Management Unit
Citigroup Transactions Services (M)
02.2016 - 09.2016
Business Trainer, Client Contact Center
Citibank Singapore Limited
02.2011 - 01.2016
Customer Service Officer
Citigroup Transactions Services (M)
06.2008 - 01.2011
Bachelor of Science (Biological Sciences) with Honours -
Universiti Malaysia Terengganu
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