Nadhiya Singh

• Leading end-to-end operations, ensuring alignment with organizational goals and Australian compliance standards.
• Streamlined workflows and implemented automation to enhance productivity and reduce operational costs.
• Utilized CommSee, Direct Banking, and MS Office tools to deliver accurate reports and business insights.
• Worked with ASIC, APRA support teams, ensuring adherence to AU laws & regulations.
• Analyzed customer feedback to drive service improvements and strengthen client satisfaction.
• Directed compliance reviews and investigations, ensuring timely resolution and corrective actions.
• Established strong partnerships with regulators, vendors, and stakeholders to support transparent operations.
• Conducted internal audits and risk assessments to ensure process integrity and governance compliance.
• Monitored market and regulatory trends to anticipate business impacts and drive strategic adjustments.
• Mentored cross-functional teams, fostering performance excellence and a culture of accountability.

• Spearheaded the execution of performance management systems to assess team efficiency and foster ongoing improvement.
• Cultivated a collaborative workplace culture by addressing team conflicts proactively and reinforcing positive engagement.
• Managed the recruitment process, sourcing and interviewing, to onboarding and mentoring, to build a high-performing team.
• Directed employee relations and development by coaching and empowering teams to boost performance.
• Empowered teams through strategic coaching and training to enhance employee relations and boost performance standards.
• Partnered with various departments to enhance teamwork, align strategies, and achieve shared organizational goals.
• Championed impactful process enhancements by pinpointing inefficiencies and successfully implementing strategic solutions.
• Streamlined resource use and staff distribution to boost productivity, minimize operational costs, and improve service delivery.
• Delivered structured team briefings to ensure clarity of targets, enhance coordination, and maintain operational consistency.

• Partnered with various departments to ensure alignment with organizational objectives and seamless business operations.
• Delivered structured training programmes to enhance workforce competency, service quality, and productivity benchmarks.
• Spearheaded continuous process improvement and quality assurance initiatives to drive operational efficiency and compliance.
• Implemented optimized work procedures and best practices to enhance process turnaround time and output quality.
• Supported recruitment drives, onboarding processes, and employee development programmes in alignment with HR policies.
• Mentored staff and provided performance guidance to staff to uphold processes and achieve operational excellence standards.
• Developed and tracked KPIs and Standard Operating Procedures in compliance with company and regulatory requirements.
• Delivered clear productivity, variance, and performance reports to support data-driven management decisions.
• Directed workforce planning, resource deployment, and team operations for 25+ staff to achieve key business goals.
• Led coordination with cross-functional and external stakeholders to ensure seamless and timely project execution.
• Cultivated a collaborative, high-performance culture focused on swift issue resolution and operational excellence.
• Ensured on-time delivery of outputs while maintaining strict adherence to SLAs and corporate performance standards.

• Supervised customer care operations, ensuring SLA adherence and superior service delivery.
• Managed workforce scheduling, forecasting, and NPS performance tracking.
• Conducted quality audits and process evaluations to improve operational standards.
• Enhanced e-commerce fulfilment processes, increasing profit margins and satisfaction rates.
• Coordinated vendor management and supply chain logistics for order efficiency.

• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Assessed skill gaps for employees and developed training courses to meet identified needs.
• Evaluated success of training programs and recommended improvements to higher management to enhance effectiveness.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• On boarded many new staff members and trained respective individuals.
• Created plans and communicated deadlines to ensure tasks were completed on time.
• Managed quality assurance program, including internal audits and customer surveys.
• Compiled training handbook and related course materials.
• Handled escalations and took necessary actions to prevent the same from reoccurring.
• Managed Priority queue for the business.

• Managed high volume support tickets, maintaining efficient response times and high-quality resolutions.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Identified issues, analyzed information, and provided solutions to problems.
• Resolved malfunctions with systems and programs through troubleshooting.
• Handling promotions and rectifying POD and pricing errors.
• Technical support to store and Petrol filling stations.
• Exceeded goals through effective task prioritization and a great work ethic.
• Developed team communications and information for meetings.