Fraud and Scams Portfolio Lead

2 weeks ago

Melbourne, Victoria, Australia ANZ Banking Group Full time

Req ID: 62033

Department:
AR Customer Services Ops Customer Protection COE

Division:
Australia Retail

Location:
Melbourne

About the role

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.


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.
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.

Job Posting End Date

22 March, 11.59pm, (Melbourne Australia)

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