Divya Patel
Kual Lumpur
Summary
Currently Digital Product Transformation lead for Chubb Malaysia in the Digital Enterprise team. I specialize in the new business and pricing domains to empower the digital first ways of working, optimizing processes and aligning business objectives with technology outputs.
Overview
11
11
years of professional experience
Work History
Digital Product Transformation Lead
Chubb Malaysia
02.2025 - Current
- Leading the new business and pricing domains in the Auto business for Malaysia in product transformation journey.
Digital Product Owner
RHB
08.2021 - 01.2025
- Lead a team of 2 direct reports in Insurance and Investment portfolio. This experience enabled me to deliver some key enhancements with impactful customer experience.
- Lead the team in delivering API based integration of RHB's motor insurance and eIPO as an end to end solution and new product on the Internet Banking platform.
- Successfully delivered push notification revamp with a cloud based service provider in which the growth of usage increased more than double with a shorter request time. Explored various workflow with different business stakeholders to deliver value for campaigns.
- Successfully delivered efestive on both mobile platforms which gained traction and increased the transaction volume by 26% and 12% whilst in efestive period.
- Introduced the festive app icon feature and RHB was one of the first banks to implement this which drove the engagement and gained recognition amongst the RHB management.
- Leading other initiatives in the investment area such as Direct Bond, Unit Trust and share trading redirections.
- Strategically introduced the app store and google play store rating within the RHB Mobile banking app which helped to gain feedbacks and showed a positive response by having a Android play store rating of 4.7 and app store for 4.2.
- As an additional role, lead the team as a Product Owner delegate to drive a squad in ensuring production stability and effectively prioritizing the right enhancements and bug fixes.
Manager Business Quality & AIA Life Planner Lead
AIA
10.2019 - 08.2021
- Lead a team of 5 direct reports for new projects, enhancement and production support for AIA Life Planner app. Supported a team of UAT testers and business analyst in delivering requirements and testing for the application amongst with the management of various stakeholders.
- Successfully reviewed the functional specifications document and delivered agent goal setting project in AIA Life planner app with less than 20 defects in production.
- Successfully wrote user stories and implemented agile process in gamifying the Life Planner app and implemented the project with less than 25 defects in production. The projects gained a 20% usage in the first 2 months of release.
- Successfully implemented financial health check review project on the Life Planner app with less than 10 defects in production as the first few integration projects on the app with the MY AIA portal.
- Managed a team of business analyst and testers in order to support the upcoming enhancements on the AIA Life planner app and new prioritisations.
- Engaged various stakeholders to prioritise the enhancements based on business needs and ensuring that the deliverables is achievable within the time frame planned.
Manager Business Analyst
AmBank
02.2018 - 10.2019
- Designing of user requirement specification for various digital projects focusing on the user experience perspective. Managed end to end to ensure the execution of requirements are in place including the User Acceptance Test Script review, conducting training to stakeholders and managing the development teams.
- Successfully designed and managed the execution of the user requirements specification for AmOnline DuitNow feature. AmBank was one of the few banks who did a pilot DuitNow release prior to the public release due to the readiness. AmOnline DuitNow feature was also screened on live telecast by Bernama & TV3.
- Successfully designed the managed the execution of user requirement specification for Quick Access feature on AmOnline to enable customers to view account summary using biometrics.
- Managing ad hoc impact assessment for existing features and proposed relevant solutions to improvise user experience.
- Managed other AmOnline payment related features such as e-remittance, pay bills, transfers, pay to credit card and loans for new enhancements and projects in the specified area.
Assistant Manager
12.2014 - 06.2017
- Assisted in managing the introduction of e-IBFT feature for Online Banking end to end.
- UAT for a new feature enhancement on ATM for JomPAY and FPX.
- Involved in testing for mobile, internet banking and tablet for the enhancement of new features on Interbank GIRO (IBG), introduction of e-IBFT and new updated version of mobile applications.
- Reporting for Digital Leads and monitoring on a daily basis for trend analysis. Promoted Digital Sales with relevant campaigns based on the trends identified.
- Lead the BNM reports for ATM Machine, Cheque Deposit Machine, Cash Deposit and Coin Deposit Machine. Assisted in reporting on a timely basis to BNM.
- Branch Champion for Financial Crime Compliance related projects such as conducting annual review for high risk customers and remediation on sanction exposure.
- Lead Customer Selection and Exit Management (CSEM) for branch on an ongoing basis which requires strong research and justification skills on the decision to exit or retain customers.
- Managed operations for Premier section of customers by handling daily balancing, approvals of vouchers and ATM cards, customer complaints, account opening approvals and managed a team of staff.
- Assisted in the Premier portfolio realignment project for all branches. The alignment was done based on customer categories as per bank requirements which needed very close team work with internal stakeholders.
- Managed branch and headquarters trainings and when GST was introduced and also provided two months of post GST support to all branches and help improvised processes to handle queries.
- Created and promoted the use of procedure manuals for all job scope in the department to ensure quicker and easier transition for a new hire which were proven effective by team members.
Education
Bachelor of Economics - Economics
University of Adelaide
South Australia12.2013
Skills
- Management of timely deliverables
- Team Leadership
- Deliver value to business stakeholder
- Digital Customer Experience
- Strong communication skills
- Designing of user requirement specifications
- Microsoft Office (Excel, Outlook, Powerpoint & Word)
- Management of stakeholders
- Product knowledge and customer experience
Languages
English
Proficient
C2
Hindi
Intermediate
B1
Malay
Upper Intermediate
B2
Timeline
Digital Product Transformation Lead
Chubb Malaysia
02.2025 - Current
Digital Product Owner
RHB
08.2021 - 01.2025
Manager Business Quality & AIA Life Planner Lead
AIA
10.2019 - 08.2021
Manager Business Analyst
AmBank
02.2018 - 10.2019
Assistant Manager
12.2014 - 06.2017
Bachelor of Economics - Economics
University of Adelaide