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Osko Fast Payments via NPP Integration
Project Type
NPP Integration with Internet Banking
Date Delivered
September 2023
Role
Lead Product Owner
Project type
New Payment Feature
Industry Context
The Australian banking sector is undergoing a major shift away from the legacy Bulk Electronic Clearing System (BECS), which historically caused online payments to take 1–2 business days to clear. Today, the New Payments Platform (NPP) offers a better alternative. With the NPP or overlay services like Osko, customers can now send and receive payments in real time between participating financial institutions.
Business Context
Suncorp’s mobile app users had been enjoying near real-time payments for years, but integrating the NPP into our web banking platform (Internet Banking) presented a complex technical challenge. The platform was built on older technologies, making integration far from straightforward.
Because this feature fundamentally changed the payment journey, it required extensive consultation across the business—especially with teams in Business Banking and Everyday/Retail Banking. Compliance was also a critical focus, with strong engagement from our CTF/AML stakeholders throughout ideation and discovery.
This was one of the largest changes in the platform’s history. It was business-critical work, with significant risk if executed poorly—from customer impacts on payment capability via desktop to reportable compliance breaches.
My Role
As the lead Product Owner, I was responsible for the end-to-end delivery of this initiative. I gathered and documented requirements, consulted widely across the organisation, and supported delivery and release planning.
Understanding the risks of a failed release, I worked with my squad to design a way to control adoption by gradually ramping up access through a customer tranche scheme. Together with our developers, we delivered a bespoke technical solution that enabled both a staff pilot and a phased customer rollout—the first of its kind on the platform.
Outcome
Lack of fast or real-time payments historically accounted for around 10% of payment-related complaints on the desktop experience. After a period of stabilisation, we didn’t see the full 10% reduction as other concurrent platform changes also affected the results.
Despite that, I’m extremely proud of this project. It was a rigorous release that demanded a deep understanding of both the business and technical complexities involved.
