Caroline Dello Ioio Email & Phone Number

Australia

Develop end to end policies and processes to embed prudential obligations in the bank and align to three lines of defence principles

Sydney, New South Wales, Australia

• Key Responsibilities
• Led a team of 80 Assurance Analysts in protecting the business and customers through the rapid identification and remediation of breaches of NCCP, BCOP, Privacy, Telecommunications Act and other key regulations.
• Worked closely with the business to provide insights and recommendations to uplift frontline performance.
• Raised and managed Issues, Actions and Incidents utilising the banks Risk Framework to close them through system changes, processes or training. Key Achievements
• Halved monthly incidents for regulatory breaches in 12 months by introducing a “near miss” process to fix errors before customer impact and creating new reporting and feedback mechanisms for the frontline and our third.
• Utilised AI and speech queries to improve selection methodology and spread for reviews. Redefined the QA process to ensure resources were used effectively, meeting stretch target for FTE of a 10% reduction whilst.

Sydney, New South Wales, Australia

• Key Responsibilities
• Led a geographically dispersed team of Control Assurance specialists to improve the risk profile by performing regular testing of the Operational Controls held within the business and providing results and.
• Provided advice to the business on the impacts of changes in the regulatory environment or a new process in the business and develop or amend existing Controls to support these.
• Performed an annual review of all controls held within the business to assess design and operating effectiveness and address any identified issues to strengthen the Controls and underlying processes.Key Achievements
• Reviewed, uplifted and rationalised over 300 controls across the business over 18 months reducing the number by nearly half and moving the business from 9% to 95% satisfactory controls linked to High rated Risks. The.
• Increased skillset of team to write test plans for design and operating effectiveness using CAVR and ExCUSME principles.

Sydney, New South Wales, Australia

• Key Responsibilities
• Led teams of Control Assurance & Call Quality specialists in conducting assurance reviews over customer conversations and by performing regular testing of the Operational Controls and delivering results and.
• Managed the Delegation Framework to ensure staff members held the correct approvals for the solutions they offered, ensured any breaches of those delegations were correctly reported and remediated.
• Ran the Business Continuity Plan including conducting annual testing and refresh of the profile. Co-ordinated Natural Disaster responses such as the exclusion and re-entry of accounts from collection activity.Key.
• Designed and introduced annual re-accreditation across 600 staff to ensure they could demonstrate ongoing role competency in line with BEAR accountabilities.
• Created and got endorsement for a new delegation for Executive Managers to allow appropriate support of customers in vulnerable circumstances.

Sydney, New South Wales, Australia

Delivered a project to introduce an automated workflow supported by workforce planning, forecasting and reporting. This resulted in increased penetration of call lists leading to a reduction in Loan Impairment Expenses (7% in 6 months).Reduced error rate from 30% to 5% over 18 months by working with Line 2 Compliance Advisory to create and deliver.

Melbourne, Victoria, Australia

• Led implementation of NCCP Phase II into NAB Care from design to delivery, first in industry to be compliant
• Built relationships with Not For Profit sector, coming 1st in the Rank the Banks surveys of 2012 & 2013
• Delivered a change to a customer rather than account-based approach to provide more holistic support
• Highest staff engagement score in division
• Released capacity so a 50% increase in volume could be managed by a 27% increase in staff
• Reduced business cost per assessment by 22%

Bachelor Of Arts - Ba

Diploma