Detection and Disputes Lead

2 weeks ago

Melbourne, Victoria, Australia ANZ Banking Group Full time

Req ID: 66624

Department:
AR Customer Services Ops Customer Protection COE

Division:
Australia Retail

Location:
Melbourne

About the role


Reporting to the Fraud and Scams Portfolio Lead, the Detection & Disputes Lead in the Customer Protection business is responsible for leading the Cards and Digital Detection teams that operate in a 24/7 roster, as well as the Scheme Chargeback Disputes function.

The role has responsibility for providing shared clarity and direction across the Melbourne, Manila and Bengaluru service centres.

Supported by four team managers, the incumbent will have accountability for operationalising detection strategies, ensuring appropriate coverage of fraud and scam alerts and inbound phone lines while also managing operational objectives.


The role will interact heavily with the Fraud Analytics and Change and Capability teams to refine and optimise strategies to maximise the teams' quality output and uplift people and process capability while responding to emerging fraud and scams trends.

In addition, the Detection and Disputes Lead will represent the Customer Protection business at various stakeholder forums and will be expected to form close working relationships with fraud representatives of other Financial Institutions.


Key Responsibilities:

  • Align service and support levels across service centres to uplift service delivery and customer outcomes
  • Adopt and champion capacity management and resource allocation disciplines
  • Deliver positive customer outcomes, driving a culture of excellence, customer advocacy and risk management
  • Improve customer through leading an engaged and inspired workforce
  • Enhance customer protection by responding to emerging trends
  • Continue to optimise customer experience through selfservice and automation

Role Location: 833 Collins Street, Docklands VIC 3008

Role Type:
Permanent, Full-Time (40 hours/week)

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
Knowledge and understanding of the fraud and scams landscape and the ability to analyse trends and take action
Strong experience in leading operational teams and experience in capacity management
Proven analytical, influencing & problem solving skills and the ability to identify risks and offer solutions
Communicates clearly and demonstrates empathy in all interactions
Strong interpersonal skills and ability to influence, and connect teams across multiple locations
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'll 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.


We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

Job Posting End Date

29 May 2024, 11.59pm, (Melbourne Australia)

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