Jo Harris Email and Phone Number

Responsible for AFCA engagement on reporting, regulatory issues, complaint themes (such as credit reporting), respond to AFCA consultations on updated approaches and inititatives and embed AFCA processes and approaches within the complaints team to ensure efficient timely and fair complaint resolution. Provide input in relation to ABA and ASIC consultations concerning industry issues such as credit reporting and other regulatory change: drive internal change as required working with… Show more Responsible for AFCA engagement on reporting, regulatory issues, complaint themes (such as credit reporting), respond to AFCA consultations on updated approaches and inititatives and embed AFCA processes and approaches within the complaints team to ensure efficient timely and fair complaint resolution. Provide input in relation to ABA and ASIC consultations concerning industry issues such as credit reporting and other regulatory change: drive internal change as required working with all relevant support teams and liaising with AFCA as necessary. Recognised technical expertise in the resolution of credit reporting, hardship and responsible lending complaints: work across the ANZ IDR and EDR complaints team providing support on those complaint types and drive fair, consistent outcomes on escalated complaints through presentations as well as initiating process improvements and providing subject matter expertise in relation to training modules and other complaints collateral. Focus on continuous improvement within the complaints team implementing change such as debt management licensing processes. Engagement point for debt management firms.Identify and act on complaint insights, providing subject matter expertise working with business units and other stakeholders such as risk and assurance. Show less

Operational management of the EDR early resolution and case management team including:• Leading the EDR complaints team through a time of regulatory change • Implementation of process improvements• Complaint insights and reporting

Responsible for the delivery and implementation of project relating to complaints function. Delivery and implementation of various actions within agreed timeframes including quality and capability enhancements and associated process governance commitments

Provision of specialist advice to collections and hardship in relation to regulatory and compliance issues raised by AFCA, ASIC and BCCC . • Key contribution to Royal Commission submissions • Project management and implementation of remediation • Advice on implementation of comprehensive credit report changes across collections and hardship• Introduction of regulatory changes and process improvements across collections and hardship

Management of risk profiles, operational risk and compliance incidents within collections and hardship to meet the requirements of ANZ operational risk and compliance framework. Monitoring of customer complaints, control testing and quality assurance results to identify, manage and remediate compliance issues.Achievements include:• Contribution to review of NCC obligations and drafting key risks and controls• Key contributor to risk awareness month August 2017 in Customer… Show more Management of risk profiles, operational risk and compliance incidents within collections and hardship to meet the requirements of ANZ operational risk and compliance framework. Monitoring of customer complaints, control testing and quality assurance results to identify, manage and remediate compliance issues.Achievements include:• Contribution to review of NCC obligations and drafting key risks and controls• Key contributor to risk awareness month August 2017 in Customer Financial Resolution and presenting sessions Show less

A specialist role that supported the Customer Resolution business through the development of strategic initiatives, business engagement and the provision of specialist advice regarding management and resolution of complex customer scenarios. • Key role in initiating and delivering hardship enhancements• Instigated and delivered bank wide Financial Difficulty Month Awareness initiative with ten events across a month attended by over 800 staff across ANZ.

Specialist advisory role in relation to complex complaint cases across ANZ IDR and EDR functions including management of internal and external systemic issues working with Financial Ombudsman Service, provided training to staff in relation to issues such as hardship and responsible lending.

Manager and member of FOS Management Team, Banking and Finance May 2011-2014Drafted complex determinations for the Ombudsman concerning a range of banking issues including guarantees, responsible lending, fraud, unauthorised electronic payments, chargebacks and small business, misleading conduct.Established and managed financial difficulty team at FOS growing to 35 staff, implemented the introduction and oversaw conduct of over 500 telephone conciliation conferences,Reviewed… Show more Manager and member of FOS Management Team, Banking and Finance May 2011-2014Drafted complex determinations for the Ombudsman concerning a range of banking issues including guarantees, responsible lending, fraud, unauthorised electronic payments, chargebacks and small business, misleading conduct.Established and managed financial difficulty team at FOS growing to 35 staff, implemented the introduction and oversaw conduct of over 500 telephone conciliation conferences,Reviewed multiple financial services providers’ systems and processes to ensure compliance with relevant legislation, identified and worked to remediate systemic issues. Show less

Advised clients in relation to general commercial disputes including banking in the Supreme Court of Victoria, the County Court and VCAT.

Acted for a variety of clients in complex commercial disputes by way of arbitration, mediation and litigation.