Lead, Fraud Assist

1 week ago

Melbourne, Victoria, Australia NAB - National Australia Bank Full time

Work type:
Permanent Full time

Pay Level:
Group 3

Reports to:
Jacob Donohue

View Role purpose statement

  • Make a genuine difference through the work you do
  • Take a leadership role where you'll inspire and energise your team
  • Work in a collaborative and inclusive team environment

It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.
You make NAB. You get it done for our customers and our communities. You're laying the foundations for NAB's future success. Together we'll grow, excel for our customers, and make this a workplace to be proud of.

The role


To lead service(s) within Fraud Assist and to facilitate the provision of an efficient and high-quality service to internal and external customers.


  • Prepare detailed management reports that have an impact on costs and/or revenue.
  • Escalate, coordinate, and deliver initiatives for service improvements in accordance with internal/external policy and regulations.

The role and Day to day will include:

  • Facilitate the provision of an efficient and high-quality service to internal and external customers.
  • Work with service portfolio Leads to provide recommendations to uplift standards, policies, strategies and best practices as identified through investigations and customer and colleague feedback.
  • Effectively coach, motivate and enable a team of individual contributors to maintain high performance and engagement.
  • Collaborate and engage with internal/external stakeholders on fraud investigations and prevention.
  • Be responsible for preparing reporting and insights on relevant investigations and received alerts.
  • Lead a dynamic team to achieve identified objectives.
  • Drive and deliver key change initiatives to address the current and future capability needs of the business; and
  • Proactively manage risk, meet all policy and compliance requirements, testing controls, adhere to process and procedures pertinent to role and escalate events, issues or breaches as they are identified.

What you'll bring:

  • Preferred experience in a Fraud / Financial Crime team or equivalent operational unit.
  • Understand Active Operations Management (AOM) or similar operational management principles, focussed on driving correct operational outcomes.
  • Experience in leading smallmedium sized teams.
  • Results focused.
  • Entrepreneurial, 'thinks outside the square' yet practical in approach.
  • Demonstrated skills in service delivery experience in a contact centre or anticrime environment
  • Excellent verbal and written communication skills.
  • Manages complexity and able to quickly gain understanding of unfamiliar businesses.

Make a difference through your work
At NAB, we work together to deliver exceptional outcomes that exceed our customers' expectations. We are an ASX listed organisation that has been serving Australian communities for more than 160 years. We are investing in positive change and our work changes the future of banking.

Our colleagues have an impact far beyond work, and you'll be part of a team that is helping to solve some of society's biggest challenges.


A diverse and inclusive workplace works better for everyone.
We know that our people make us who we are.

That's why we have built a culture of respect - where everyone feels valued and appreciated for being their true authentic selves at NAB.

With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way.

Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.


More focus on you
We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of.

We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits.

We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities.

To learn more, visit the Benefits of Working at NAB page on our website.

Join NAB
Unsolicited CVs from agencies will not be accepted.

LI-DNI

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