Himani Dhillon
Aintree,Australia
Summary
Dynamic professional with extensive experience at NAB, excelling in compliance and risk management. Proven track record in data analysis and operational excellence, enhancing team productivity and achieving performance targets. Strong interpersonal skills foster effective relationships, while a proactive mindset drives continuous improvement in banking operations. Results-oriented and reliable, committed to delivering high-quality service.
Overview
18
18
years of professional experience
Work History
Associate, Valuation Operations
Nab
05.2021 - Current
- The Purpose of this role us to support the Business Unit Head/Operations Manager/Team Leader.
- To perform the more complex processing/administrative services functions efficiently and accurately in accordance with policy and procedure, and/or coordinate the activities of a small number of Team Member
- Coordinate daily activities of a small team, ensuring accurate and timely processing in line with SLAs, compliance standards, and regulatory requirements.
- Proactively manage operational risk and maintain adherence to policy, procedure, and statutory obligations.
- Conduct quality control checks on complex valuation workflows to ensure accuracy and compliance.
- Liaise with internal stakeholders and external service providers to resolve queries and maintain strong working relationships.
- Prepare and deliver complex reports and statistical analysis for senior management to support decision-making.
- Provide on-the-job training and coaching to team members, fostering compliance awareness and operational excellence.
- Record and analyze workflow data to identify process improvements and enhance productivity.
- Support leadership in analyst-related activities and contribute to risk mitigation strategies.
- Uphold professional and ethical standards, ensuring compliance with FSRA requirements and internal governance frameworks.
Advisor, Business Support
NAB
02.2021 - 05.2021
- Undertake a broad range of processing and administrative activities efficiently and accurately in accordance with policies and procedures, while supporting and educating bankers on valuation-related enquiries and collaborating with peers to deliver high-quality service.
- Reviewed processes identified in Risk and Quality Control reviews, including professional valuations, and analysed outcomes to provide reporting.
- Identified potential risks and issues from reviews and escalated to management for corrective action.
- Supported bankers with valuation-related enquiries, ensuring accurate and timely resolution.
- Achieved operational performance targets as outlined in performance plans.
- Shared knowledge and assisted colleagues to maintain team efficiency and collaboration.
Homeowner Personal Banker
ANZ
09.2020 - 01.2021
- Delivered high-quality sales opportunities to business channels, driving mortgage growth and customer acquisition.
- Built rapport with customers, identified needs through effective questioning, and provided tailored mortgage solutions.
- Maintained up-to-date product knowledge to educate customers and manage expectations throughout the mortgage journey.
- Resolved customer enquiries at first point of contact, ensuring adherence to ANZ service standards and compliance requirements.
- Proactively identified and addressed customer dissatisfaction, improving overall customer experience.
- Collaborated with team members to achieve business objectives and foster a high-performing team culture.
- Ensured compliance with ANZ governance, policies, and regulatory requirements, mitigating risk and maintaining operational integrity.
- Assisted in identifying trends, risks, and issues, escalating where necessary to protect business and customer interests.
Team Leader Food Services
Royal Freemasons Homes of Victoria
05.2009 - 10.2019
- Managed diaries, expenses, and provided administrative support while handling a high volume of client enquiries with empathy and professionalism.
- Typed letters and documentation, ensuring accuracy and compliance with privacy standards.
- Assisted manager by passing on client feedback and supporting decision-making processes.
- Assessed student needs and circumstances to recommend suitable visa and education options.
- Utilized various computer programs to access client details, maintain databases, and research immigration solutions.
- Maintained confidentiality and adhered to privacy regulations for clients and institutions.
- Delivered exceptional customer service by providing accurate information and resolving queries promptly.
- Directed clients to appropriate staff and ensured positive customer experiences through effective communication and engagement.
Administrative Officer
Auscanus Immigration Consultants
12.2018 - 03.2019
- Managed diaries, expenses, and provided administrative support while handling a high volume of client enquiries with empathy and professionalism.
- Typed letters and documentation, ensuring accuracy and compliance with privacy standards.
- Assisted manager by passing on client feedback and supporting decision-making processes.
- Assessed student needs and circumstances to recommend suitable visa and education options.
- Utilized various computer programs to access client details, maintain databases, and research immigration solutions.
- Maintained confidentiality and adhered to privacy regulations for clients and institutions.
- Delivered exceptional customer service by providing accurate information and resolving queries promptly.
- Directed clients to appropriate staff and ensured positive customer experiences through effective communication and engagement.
Customer Care Representative
Idea Cellular
Dehradun, India
06.2008 - 08.2008
- Handled inbound and outbound calls professionally, ensuring compliance with DND (Do Not Disturb) lists and meeting sales goals.
- Demonstrated exceptional patience and empathy when assisting customers in challenging situations, ensuring positive experiences.
- Processed information quickly and developed effective solutions to overcome customer objections.
- Make sound decisions promptly based on company procedures, customer service policies, and individual circumstances.
- Formally commended for delivering excellent customer service.
- Suggested improvements based on customer feedback, which were successfully implemented by management.
Education
Graduate - Environmental Sciences
Rohilkhand University
IndiaPostgraduate - Environmental Sciences
GuruKula Kangri University
Hardwar-Dehradun, IndiaDiploma - Hospitality Management
Ozford College of Business
Melbourne, AustraliaSkills
- Banking Systems & Valuation Platforms
- Compliance & Risk Frameworks
- Data Analysis Tools
- Workflow Management Systems
- Digital Communication Tools
- Document Management
- Attention to Detail & Accuracy
- Time Management & Deadline Adherence
- Banking Operations Knowledge
- Analytical & Problem-Solving
- Proactive & Agile Mindset
- Risk Management & Compliance Awareness
- Emotional Intelligence & Relationship Building
- Communication & Interpersonal Skills
- Technical Proficiency
- Customer Empathy & Service Orientation
- Autonomous & Team Collaboration
- Results-Driven & Reliable
Languages
- English
- Hindi
References
On request
Timeline
Associate, Valuation Operations
Nab
05.2021 - Current
Advisor, Business Support
NAB
02.2021 - 05.2021
Homeowner Personal Banker
ANZ
09.2020 - 01.2021
Administrative Officer
Auscanus Immigration Consultants
12.2018 - 03.2019
Team Leader Food Services
Royal Freemasons Homes of Victoria
05.2009 - 10.2019
Customer Care Representative
Idea Cellular
06.2008 - 08.2008
Graduate - Environmental Sciences
Rohilkhand University
Postgraduate - Environmental Sciences
GuruKula Kangri University
Diploma - Hospitality Management
Ozford College of Business