Nida Fathima
Bangalore
Summary
Dynamic Subject Matter Expert with extensive experience at Australia New Zealand Banking Group, excelling in document compliance and process improvement. Proven track record in leading training programs and enhancing quality control, while effectively managing escalations and stakeholder engagement. Committed to driving continuous improvement and delivering exceptional customer service.
Overview
7
7
years of professional experience
Work History
Subject Matter Expert (SME)
Australia New Zealand Banking Group
04.2024 - Current
- Led document verification operations for high-value transactions, ensuring compliance with controls and standards.
- Mentored team members on best practices and risk mitigation to enhance operational effectiveness.
- Designed structured onboarding programs, facilitating knowledge transfer for new hires through seven to eight annual sessions.
- Oversaw daily operations and workflow management, demonstrating readiness for leadership in absence of Team Leader.
- Conducted monthly Knowledge Assessments and quality reviews to uphold process integrity and accountability.
- Participated in User Acceptance Testing and Regression Testing for system enhancements, ensuring seamless implementation.
- Identified process inefficiencies through Root Cause Analysis, leading cross-functional initiatives for measurable improvements.
- Resolved high-impact customer escalations strategically, reinforcing commitment to client satisfaction and operational excellence.
Senior Officer - Document Verifications, Customer Settlements
Australia New Zealand Banking Group
04.2023 - 04.2024
- Managed escalations, performed pend analysis, and improved settlement readiness.
- Liaised with Assessment, Document Prep, and Settlement teams to drive same-day settlements.
Senior Analyst - Document Verification
Australia New Zealand Banking Group
07.2021 - 04.2023
- Verified loan documentation across Branch, Mobile Lender, ANZ Direct, and Broker deals.
- Analyzed non-settlement cases and collaborated with stakeholders for resolutions.
Analyst - Document Verification
Australia New Zealand Banking Group
01.2020 - 06.2021
- Verified loan documentation for Trust and Company loans, ensuring compliance.
- Supported escalations and urgent settlement handling.
Analyst - Document Preparation
Australia New Zealand Banking Group
01.2019 - 01.2020
- Managed daily work allocation and supported quality control initiatives.
- Led daily team huddles to communicate updates and rare case learnings.
- Promoted a customer-centric approach to enhance service quality.
Process Associate - Document Preparation (Quess Corp)
Australia New Zealand Banking Group
07.2018 - 01.2019
- Supported loan documentation preparation processes for ANZ's Branch channel.
- Prepared accurate loan documents ensuring KYC, privacy adherence, and data validation.
- Delivered end-to-end process training for new joiners.
- Maintained 95%+ accuracy through quality controls and error reduction.
- Transferred to direct employee role at ANZ in Jan 2019 based on strong performance.
Audit Intern
Paresh S Shah Auditing Firm
01.2018 - 01.2018
- Assisted in financial audits, ledger reviews, and compliance verification.
Education
Master of Commerce - Finance SpecializaƟon
NMKRV College for Women (Autonomous)
Bangalore01.2018
Bachelor of Commerce -
NMKRV College for Women (Autonomous)
Bangalore01.2016
Pre-University -
Vijaya Pre-University College
Bangalore01.2013
High School -
InternaƟonal Indian School
Al Jubail01.2011
Skills
- Document compliance and verification
- Regulatory adherence
- Process optimization
- Quality assurance
- Training development
- Root cause analysis
- Stakeholder engagement
- Issue escalation management
- Team leadership
- Workflow coordination
- Customer service excellence
- Effective communication skills
- Critical thinking abilities
- Continuous improvement initiatives
- Team mentorship
Accomplishments
- Outstanding Performer of the Year Award.
- Quality Champ Award for maintaining 95%+ accuracy.
- Recognized as the 'Go-To Person' among peers for settlements.
- Received multiple appreciation emails from lenders and brokers.
- Gifted by Melbourne Branch for exceptional performance during peak volume seasons.
Tools And Systems
- Integrity
- Retail Lending System (RLS)
- Core Account Processing (CAP)
- Retail Lending Management (RLM)
- Dye & Durham (D&D)
- Data Management System (DMS)
- Property Exchange Australia (PEXA)
- Microsoft Excel
Internship
Audit Intern, Paresh S Shah Auditing Firm, 01/01/18, 01/31/18, Assisted in financial audits, ledger reviews, and compliance verification.
Timeline
Subject Matter Expert (SME)
Australia New Zealand Banking Group
04.2024 - Current
Senior Officer - Document Verifications, Customer Settlements
Australia New Zealand Banking Group
04.2023 - 04.2024
Senior Analyst - Document Verification
Australia New Zealand Banking Group
07.2021 - 04.2023
Analyst - Document Verification
Australia New Zealand Banking Group
01.2020 - 06.2021
Analyst - Document Preparation
Australia New Zealand Banking Group
01.2019 - 01.2020
Process Associate - Document Preparation (Quess Corp)
Australia New Zealand Banking Group
07.2018 - 01.2019
Audit Intern
Paresh S Shah Auditing Firm
01.2018 - 01.2018
Master of Commerce - Finance SpecializaƟon
NMKRV College for Women (Autonomous)
Bachelor of Commerce -
NMKRV College for Women (Autonomous)
Pre-University -
Vijaya Pre-University College
High School -
InternaƟonal Indian School
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