Problem

Sterling Bank PLC faced a crucial challenge with its outdated corporate Internet banking solution, Sterling Pro. The existing platform lacked essential features such as multi-level transaction authorization, advanced payment options, and real-time transaction monitoring. This hindered business banking customers from efficiently conducting transactions, creating a need for a more modern, scalable, and secure solution.

Solution

As an Associate Product Manager in the Transaction Banking Solutions team, I collaborated on transforming Sterling Pro into a modern Internet banking solution. The enhanced platform featured an intuitive user interface, facilitating seamless transactions for business banking customers. New functionalities, including bulk payments, multi-level transaction authorization, and comprehensive transaction monitoring, were incorporated. Rigorous security measures such as two-factor authentication (2FA) and SSL encryption were implemented to safeguard customer data.

Learn more about our solution here.

My involvement

Conducted thorough user research using both quantitative and qualitative methods, involving all relevant stakeholders. Presented comprehensive findings and recommendations to the Product Lead.
Documented feature requirements and spec sheets, fostering collaboration with the business team and other stakeholders to secure buy-in for new features and upgrades.
Led the continuous improvement efforts for Sterling Pro Admin, a critical internal tool for transaction monitoring and support functions. Collaborated with the design team to create an enhanced interface and coordinated with engineering for seamless implementation.

Impact

Recommended features contributed directly to a 15% increase in transaction volume within 6 months.
Transformative improvements on the admin tool had a profound impact on the operations and support team, elevating CSAT from an average of 70% to an impressive 93%.
Achieved enhanced efficiency in first-contact issue resolution, resulting in a significant reduction of second-level escalations by more than half.

Skills

Product discovery
Experimentation
Execution
Stakeholder Management

Sterling Pro- Business Banking Solution