JACQUELINE PHAN

I attribute a lot of my success to my family. I’m a first-generation immigrant daughter, and my family came to the U.S. from Vietnam in search of better opportunities. My grandpa served in the Vietnam War and that experience ultimately led our family to start over here. That part of our history has always stayed with me and shaped how I see both life and work.

Growing up, we didn’t have much, but my family made sure I had everything I needed, and I’m forever grateful for that. That environment taught me the value of hard work, resilience, and not taking opportunities for granted. It also instilled a sense of responsibility — not just to succeed for myself, but to create opportunities for my family as well. That perspective has always grounded me and continues to influence how I lead and make decisions today.

I also credit the leaders I’ve had along the way. I think banking can be a male-dominated industry, and early on, I didn’t necessarily see myself in leadership. But I had strong leaders who believed in me, advocated for me, and created space for me to grow. Seeing women, especially, support and lift one another up had a big impact on me, and it’s something I try to pay forward today.

One of the best pieces of advice I’ve received was to “wake up twice” every day. An executive I worked with shared that you wake up once for your job, but you need to wake up again when you go home.

That really stayed with me. It’s a reminder to be present and intentional in both spaces. And over time, I’ve realized that having that balance actually makes you a better leader — you show up more focused, more grounded, and able to make better decisions.

I’d focus on three things.

First, build real skills and focus on delivering outcomes early in your career. Titles and recognition will come, but what really sets you apart is your ability to solve problems and create meaningful impact.

Second, don’t wait until you feel 100% ready. Some of the most defining opportunities will require you to grow into them, and staying curious and open to learning is a big part of that.

And third, pay it forward. As you grow, take the time to support and advocate for other women coming up behind you, because the strongest careers are built when we lift others along the way.

I think one of the biggest opportunities right now is the shift toward more intelligent and personalized digital experiences, especially with AI. There’s real potential to make banking simpler, more intuitive and more efficient for customers.

At the same time, it’s not just about the hype or buzz around AI. The real challenge is making sure it’s used in a way that adds real value for customers, while still maintaining trust, security, and compliance. It’s not just about moving fast — it’s about being strategic in how you implement these changes.

I think the organizations that will really stand out are the ones that can balance both: using new technology to improve the experience, while still keeping a strong foundation of trust.

The values that guide me most are integrity, accountability, empathy, and continuous growth.

Integrity is foundational for me, especially in financial services where trust is everything. It shapes how I make decisions and ensures I’m always thinking about what’s right for the customer and the long-term impact.

Accountability and work ethic show up in how I lead and execute. I take ownership of outcomes and hold myself to a high standard — not just in delivering results, but in how I support my team and follow through on commitments.

Empathy is especially important to me as a people leader. I try to understand where my team is coming from: their challenges, their goals, and what they need to be successful. That helps me lead in a way that’s supportive, but also clear and accountable.

And growth has been a big part of my journey. I’ve learned to step into opportunities that push me outside of my comfort zone, and I try to create that same space for others. I’ve had leaders who believed in me, and I aim to carry that forward.