AddressRole: Manager Fraud Response
Role type: Full Time Temporary up to 24 months
Grade: SNSW Grade 11/12 –The package includes base salary ($151,509 - $182,270), plus employer's contribution to superannuation and annual leave loading.
Location: Sydney /Hybrid working options
About ServiceNSW
Service NSW is the leader in providing customer service on behalf of the NSW Government and we are passionate about delivering a positive customer service experience. Our work is continually calibrated against core values of passion, teamwork, and accountability to ensure our focus is always on the customer. Our agency is passionate about delivering first-class customer experience to all citizens across NSW.
Click here to see what we do
The Risk, Strategy and Customer Support Division within Service NSW brings focus and co-ordination to:
1.Risk and compliance management
2.Organisational strategy and business performance
3.Grants administration and fraud control
4.Audits and resulting actions
5.Privacy, procurement and information governance
6.Middle office transactional processing.
About the role:
Service NSW has an opportunity for a Manager Fraud Response to join the Fraud Management, Data Governance and Procurement team within the Risk, Strategy and Customer Service Division.
You will have strong and demonstrable experience in managing, developing and creating harmonious teams to provide consistent, high-quality outputs in assessing referrals for fraud and the referral of matters to law enforcement and other industry bodies. Workforce planning and budgeting will form a part of your day to day duties, with a keen sense on methods to continuously improve upon operational reporting to support increased returns on investment.
You will deliver and enhance the organisational fraud investigation processes to ensure that principles of procedural fairness are adhered to and reflected in frameworks, tools, templates, and processes to achieve improved outcomes. Your experience will demonstrate a strong foundational understanding of legislation relevant to criminal investigations and you will be able to translate this understanding into a customer service setting.
You will have exceptional relationship management skills to work in collaboration with and influence other fraud functions (Investigations, Fraud Advisory, Intelligence, Operational and Data Insights) and other key internal/external stakeholders to drive best practice.
You are a highly motivated, flexible person who is passionate about customer service and driven to make a difference in your workplace. You will be expected to take a “fresh eyes” approach to your role, bringing a commitment to the principles of good governance, along with the creativity and open-mindedness to embed these principles in ways that supports Service NSW.
In this role, you will:
- Manage the development, implementation and review of frameworks, control design and operational procedures to improve investigations.
- Leverage ongoing improvements in data management and technology enablers to improve the assessment, investigation and referral of fraud incidents
- Maintain and develop monitoring of referrals and workload to ensure customer service standards are being met
- Support the use of fraud analytics, entity resolution systems, fraud scenario modelling and case management systems to support prioritising team workload
- Provide input into the development of prevention and detection indicators/controls to mitigate fraud risks
- Maintain awareness of issues, insights, challenges, opportunities and industry trends and practices to recommend innovative solutions to improve investigative processes and reduce fraud incidents
To be successful in this role you will have:
- Extensive experience leading teams within a relevant field of investigations, law enforcement, intelligence and/or financial crime management
- Tertiary qualifications in a relevant field or relevant work experience.
- Demonstrated ability to improve processes and policies to better meet the needs of the business while complying with relevant statutory obligations
- Experience in workforce management and planning within agreed budget and reporting requirements
- Strong leadership skills to develop collaborative high-performing teams
- Excellent communication and influencing skills
If this sounds appealing to you, we welcome your application!
To Apply:
Provide a covering letter (not exceeding 2 pages) and resume (not exceeding 5 pages) that details your experience and how you meet the capabilities of the role.
Salary Grade 11/12, with the base salary for this role starting at $151509 base plus superannuation
Click Here to access the Role Description.
For enquiries relating to recruitment please contact Justyna Klap via ************@customerservice.nsw.gov.au.
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Tuesday 14 May 2024 at 9:59am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via ************@customerservice.nsw.gov.au or 02 9494 8***.
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