Beyond technology: How Aaron Lim puts customers first at Great Southern Bank
Meet Aaron. One of the team behind your seamless digital banking experience. Over 230,000 customers rely on our digital services each month, and Aaron Lim, our Product Owner of Digital Banking, plays a key role in keeping them happy. Find out how Aaron makes technology serve your needs and how our bank empowers its people to shine.
Values aligned
Aaron Lim has always had a natural curiosity for technology and its potential to positively impact our lives. Growing up in his native Malaysia, this interest eventually led him to pursue a Bachelor of Information Systems and embark on an impressive career filled with continuous learning and growth.
After honing his skills in customer service and software engineering at major multinational organisations, Aaron sought a new challenge that aligned with his values. And so, in 2021, having relocated to Australia five years prior, the stars aligned when a recruiter approached Aaron with a compelling opportunity at Great Southern Bank.
“I think because we’re a customer-owned bank, we have a different lens in the way we approach customers and customer service. Our job isn’t just to help customers access funds and open accounts; it’s about providing a holistic service that assists everyone, no matter what they are going through in their lives.”
From insights to impact
As a Product Owner of Digital Banking at Great Southern Bank, Aaron wears many hats. His day typically revolves around ensuring our mobile banking app is running smoothly. By working with a dedicated team of technical specialists and collaborating with marketing, legal and other product managers, he continuously delivers value and functionality to our 230,000-plus monthly users.
“Around 80% of our customers do their banking digitally - through the app or the website,” he says. “Even though my role isn’t customer facing, the nicest part of my job is that I get to hear a lot of customer feedback first-hand and make improvements based on their suggestions.”
This customer-obsessed approach has resulted in significant improvements to the app's functionality and user satisfaction.
“When an issue or incident occurs, we act on it immediately and work to resolve it as quickly as we can because we know our customers rely on us.”
An award-winning approach
Beyond championing our customers, Aaron works hard to continuously add value to our mobile banking app. By implementing innovative features like ’Look Who's Charging‘, which helps users track unknown transactions, he actively improves the quality and security of our services.
As the finalist for a values award, his dedication definitely hasn't gone unnoticed. However, Aaron doesn’t solely find motivation in individual achievements. Instead, he emphasises the importance of his supportive colleagues and credits them as a key factor in his daily drive to achieve.
“It’s not always a top-down approach,” he says. “When there’s a problem, we brainstorm together and there’s always openness so we can find the best solution. From my experience, there’s always someone around to support and help you with whatever you need. It’s my colleagues who motivate me to go to work every day and bring my best.”