Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shirley Coombe

Summary

Accomplished Senior Product Manager at ATB Financial recognized for leading payment projects and achieving outstanding results. Expert in stakeholder management and cross-functional collaboration, with a keen attention to detail .

A strong critical thinker who is reliable and skilled in solving complex problems, while mentoring team members and fostering strong partner relationships. Achieved top accolades from both MasterCard and Apple for work effort within the Mobile Payment space, as well as being a 2 time recipient of ATB's President's League award.

Overview

16
16
years of professional experience

Work History

Senior Product Manager

ATB Financial
12.2017 - Current
  • Led multiple end-to-end projects including mobile payment initiatives, risk mitigation for Garda Night Deposit and the Payments Canada compliance project for PADs.
  • Managed the conception and delivery of an affiliate program to enable payment cards and a co-branded card to Apple Pay and Google Pay.
  • Managed project deliverables, coordinating several moving parts and ensuring successful/timely execution.
  • Applied problem solving and critical thinking skills to resolve issues on projects that were in need of help.
  • Collaborated with internal teams and external vendors to define and execute on requirements, prioritizing client experience and stakeholder needs.
  • Presented product/project updates to stakeholders ensuring alignment on vision and strategy.
  • Established strong relationships with key stakeholders, fostering good communication and collaboration for seamless project delivery.
  • Managed operational change management on several projects, ensuring stakeholder requirements were met and implemented in a timely manner for a smooth transition.
  • Mentored junior team members, fostering a collaborative environment for knowledge sharing.
  • Ensured regulatory compliance by working closely with various team on necessary stakeholder reviews, documentation, reporting and approvals.
  • Worked collaboratively with internal teams to gather data to assess deficiencies and provide solutions.
  • Recognized by MasterCard as their top achiever with their MDES application within Canada.

Product Manager

ATB Financial
10.2015 - 12.2017
  • Managed ATB's mobile payments lifecycle which included inception through execution of additional wallet providers for credit and debit cards.
  • Drove product testing when required, including documenting and executing of test cases as well as vendor certification testing.
  • Provided 2nd line support for Client Care and front line team members with client mobile payment issues as well as for vendors with technical issues.
  • Provided support with vendor applications used to manage and maintain the mobile product shelf.
  • Collaborated with stakeholders, managing their requirements and operational change management needs when changes or additions were made to the product shelf.
  • Maintained positive vendor relations to build strong partnerships.
  • Ensured compliance with vendor requirements were being maintained.
  • Communicated effectively with team members to deliver updates on project milestones and delivery dates.
  • Analyzed metrics to measure product performance.
  • Managed stakeholder expectations effectively throughout the entire product development process
  • Recognized by Apple for work done in conjunction with ATB's participation in the inaugural launch of Apple Pay in Canada.

Business Analyst

ATB Financial
05.2015 - 04.2017
  • Interacted with stakeholders to understand business needs and translate into requirements and project scope.
  • Analyzed business processes to identify changes and opportunities for improvement.
  • Conducted risk assessments to identify potential challenges and recommend mitigation strategies proactively.
  • Facilitated workshops aimed at aligning business objectives with technology solutions to drive growth.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
  • Collaborated with cross-functional teams to develop strategies enhancing customer experience.


EFT Support Specialist

ATB Financial
11.2009 - 05.2015
  • Provided support to business support teams and clients, resolving issues efficiently and enhancing user experience.
  • Collaborated with technical teams to resolve system issues to ensure cutoff times were met and payments were processed.
  • Actioned recall requests prior to file being released.
  • Delivered timely communication to business teams and clients ensuring inquiries and issues were resolved promptly.
  • Developed and maintained knowledge base to assist in faster resolution of common issues.
  • Improved customer retention with empathetic and efficient handling of support cases.

Education

Business Analysis

Mount Royal University
Calgary, AB
11-2015

Skills

  • Critical thinker
  • Attention to detail
  • Product launches
  • Partner relationships
  • Decision-making
  • Cross-functional collaboration
  • Stakeholder management

Languages

English
Full Professional

Timeline

Senior Product Manager

ATB Financial
12.2017 - Current

Product Manager

ATB Financial
10.2015 - 12.2017

Business Analyst

ATB Financial
05.2015 - 04.2017

EFT Support Specialist

ATB Financial
11.2009 - 05.2015

Business Analysis

Mount Royal University

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Shirley Coombe