SARITA SINGH
Sydney,Australia
Summary
Results-oriented, Seasoned Banking and Customer Experience Professional with 19+ years' banking experience in retail banking, operational risk, incident analysis, and customer case investigation. Strong background in identifying risks, analysing issues, managing remediation cases, and supporting compliance with regulatory and governance standards. Skilled in stakeholder management, critical thinking, communication, and documentation. Proven ability to improve processes, reduce recurring issues, and support strong risk culture.
Overview
20
20
years of professional experience
Work History
Journey Expert / Business Analyst
ANZ BANKING GROUP LTD
12.2025 - Current
- Ensure compliance with regulatory and internal policy requirements.
- Collaborated with stakeholders across departments to define requirements for compliance.
- Managed the remediation project and served as the primary liaison between customers and multiple internal groups.
Coach (Buy Own Home & Financial Wellbeing)
ANZ PLUS
, Australia
04.2023 - 12.2025
- Managed end-to-end customer case investigations across digital, phone, and in-person channels.
- Identified operational risk issues and escalated high-risk events for review and remediation.
- Analysed customer data, events, and system behaviour to support risk assessment and incident classification.
- Worked with Operational Risk, Compliance, Assurance, and internal teams to address systemic issues.
- Produced clear documentation to support governance and regulatory requirements.
- Provided insights that improved processes and reduced recurring operational incidents.
- Awards: ANZ Role Model FY2024 & FY2025 | Ranked 4th out of 160 Coaches.
Broker Support
UBank, NAB GROUP
09.2022 - 03.2023
- Managed case flow for mortgage applications under credit, compliance, and risk frameworks.
- Identified application gaps, risk exceptions, and compliance issues; coordinated resolution with brokers and internal teams.
- Ensured all documentation met regulatory and audit requirements.
- Monitored dependencies and prioritised workload to meet service-level standards.
Personal Banker
ANZ BANKING GROUP LTD
01.2017 - 09.2022
- Completed end-to-end case reviews and escalated risk or compliance concerns.
- Assessed customer information and transactions for potential risk indicators.
- Delivered clear written and verbal communication to support customer decision-making.
- Awards: ANZ Role Model FY2020 & FY2021.
Service Consultant
ANZ BANKING GROUP LTD
07.2014 - 12.2016
- Delivered first-contact resolution for customer enquiries and operational issues.
- Identified and escalated recurring issues that impacted risk and service quality.
- Achieved 188% of FY2016 financial planning sales target.
Service Desk
MAYNE RUGS & FLOORING PTY LTD
03.2014 - 07.2014
- Provided administrative and operational support to improve workflow accuracy.
Deputy Branch Manager | Branch Sales Manager (NRI) | Wealth Manager | Private Banker | Insurance Manager
ICICI BANK LTD
07.2006 - 10.2013
- Managed operational risk, customer complaints, incident reviews, and issue resolution.
- Ensured compliance with governance, regulatory standards, and internal controls.
- Produced audit-ready documents for inspections and regulatory reviews.
- Trained staff on compliance obligations, risk awareness, and operational processes.
Education
MBA - FINANCE & MARKETING
ICFAI University
India01.2006
BACHELOR OF COMMERCE -
Maharaja Sayajirao University
India01.2004
CHARTERED FINANCIAL ANALYST - ALPHA LEVEL
ICFAI University
IndiaSkills
- Banking & ANZ Core Systems
- Compliance Case Management
- Incident Management & Response
- Risk Identification & Assessment
- Issue Management & Remediation
- Stakeholder Management
- Critical Thinking & Problem Solving
- Case Investigation
- Root-Cause Analysis
- Audit-Ready Records
- KYC, AML, CDD
- Process Improvement
- Customer Issue Resolution
- Communication - Written & Verbal
- Planning & Prioritisation
- Microsoft Office Suite
- Microsoft Word, Excel & PowerPoint
- Risk & Incident Management
- Digital Servicing Platforms
References
- Prabhdeep Mehta, Prabhdeep.Mehta@anz.com, +61466505241, NFR Event Case Manager Team Lead
- Abhijit Shah, abhijit.shah@anz.com, +61435969010, Home and Investment Lending Executive
Timeline
Journey Expert / Business Analyst
ANZ BANKING GROUP LTD
12.2025 - Current
Coach (Buy Own Home & Financial Wellbeing)
ANZ PLUS
04.2023 - 12.2025
Broker Support
UBank, NAB GROUP
09.2022 - 03.2023
Personal Banker
ANZ BANKING GROUP LTD
01.2017 - 09.2022
Service Consultant
ANZ BANKING GROUP LTD
07.2014 - 12.2016
Service Desk
MAYNE RUGS & FLOORING PTY LTD
03.2014 - 07.2014
Deputy Branch Manager | Branch Sales Manager (NRI) | Wealth Manager | Private Banker | Insurance Manager
ICICI BANK LTD
07.2006 - 10.2013
MBA - FINANCE & MARKETING
ICFAI University
BACHELOR OF COMMERCE -
Maharaja Sayajirao University
CHARTERED FINANCIAL ANALYST - ALPHA LEVEL
ICFAI University