AddressAbout the role
The Fraud and Scams Portfolio Lead is responsible for the end-to-end management of the Fraud & Scams detection, case management functions, and the scheme dispute teams across all Global Service Centre locations. This includes the scheme dispute and compliance teams, application fraud, Cards and Digital detection and the Scams portfolio. The role is also responsible for the development of a sustainable and scalable operation and customer contact strategy, while also building close relationships with industry partners to establish best practices in detection, operational processes, and contact centre management.
Role Type: Permanent Full-Time
Location: Melbourne VIC
What will your day look like
As a Fraud and Scams Portfolio Lead, you will be responsible for (but not limited to):
- Direct and manage the Fraud & Scams Operations and case management teams across all service centre locations, ensuring seamless coordination and high standards of service and risk mitigation.
- Lead the scheme disputes, application fraud, and scheme compliance teams, driving operational excellence and ensuring compliance with scheme and regulatory obligations.
- Develop a sustainable and scalable operations strategy that aligns with the overarching objectives of the Customer Protection business and within ANZ's risk appetite.
- Develop and implement a customer contact strategy to ensure service levels are met and Fraud and scam victims our well supported.
- Work closely with industry partners, including payment networks, other Financial Institutions, technology providers / vendors, to benchmark and adopt best practices in Fraud and Scams detection and case management.
- Determine operational levers that should be mobilised to manage to agreed performance levels during unexpected attacks.
- Develop a robust capacity planning and forecasting strategy which incorporates current and future initiatives.
What will you bring?
We know not everyone will bring all of the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work. Some of the skills we are looking for are below, but don't worry if you don't have all of these as learning on the job is the way we work.
But back to some of the skills -
- Extensive experience in managing large, multidisciplinary teams across global locations, preferably in fraud prevention or financial crime disciplines within the banking or financial services industry.
- Demonstrated ability to manage senior stakeholder relationships and work collaboratively with various business units and industry partners.
- Exceptional written and verbal communication skills with the ability to produce comprehensive papers and reports for senior business and risk stakeholders.
- Strong analytical and strategic planning abilities, with experience in large-scale operations management and the ability to adapt to a rapidly changing environment.
- A proven history of successful project management and delivery in a high-pressure, deadline-driven environment.
- In-depth understanding of current financial crime legislation and regulatory frameworks, particularly as they apply to Fraud and Scams operations.
So, why join us?
There's something special about being part of ANZ. From the moment you join us, you're part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.
But it's not just our customers who will feel your impact. You'll feel it too. Because at ANZ, you'll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.
You'll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.
To find out more about working at ANZ or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 62033
Job Posting End Date
22 March, 11.59pm, (Melbourne Australia)
