Team Leader

1 day ago

Newstead, Australia Bank of Queensland Full time

**About the Role**
The Team Leader position is responsible for the compliant operations of the team and all functions, processes, and personnel within BOQ Group. It is also expected to always provide guidance and support which ultimately contribute to the Fraud and Scam Operations Team goals of detecting, mitigating and preventing fraud and scams for BOQ Group.

This includes leading and motivating the team of F&SO’s to always achieve outstanding levels of service when dealing with customers, assessing alerts/completing investigations and/or dealing with other stakeholders during normal business hours and also weekends/overnight.

The expectation of this position and the rest of the team is to minimise the Bank’s non-lending losses and reduce the Bank’s exposure to Fraud and Scams by providing a professional monitoring, detection and prevention service for the BOQ Group.

The position will also handle escalation inbound queries from stakeholders, customers and direct reports to help achieve required service levels and business targets.

**Fraud and Scam Detection, Monitoring, Prevention, Investigative and Recovery**
- Ensure the team is monitoring the Bank’s fraud detection systems to identify and investigate potential fraud with in Service level agreement
- Ensure fraud loss is minimised, or prevented where possible, by ensuring the team is taking prompt and appropriate action, as determined by the individual alert
- Manage any escalated Complaints
- Assist the team in identifing the relevant external authorities for referrals or reporting and liaise with police or other government agencies where necessary
- Liaise with customers, addressing all issues, with the view of protecting the Bank’s interests and meeting the customer’s needs
- Ensure the team is keeping customers informed of progress throughout each case

**Detection Operations**
- Develop and Manage an efficient, effective and professional Detection and investigative Operations team to ensure fraud losses are minimised, team service levels are maintained and a high level of customer service is achieved;
- Provide adequate supervision for Senior Fraud and scam analystand the Fraud and scam analyst to ensure that fraud and scam including major fraud and complex incidents are detected in a timely manner and escalated appropriately to reduce risk and loss to BOQ;
- Manage the day-to-day support of the Fraud and scams Team Ensure a ‘team approach’ to fraud and scams reduction by maintaining internal and external relationships to anticipate, identify and reduce fraud.

**Developing Self & Others**
- Manage the monitoring Staff & the efficiency of workflows;
- Provide leadership, support and guidance to team members to ensure quality of work, team efficiency and SLAs are met;
- Identify any knowledge deficiencies across the Team and provide/oversee training and education to address gaps;
- Provide advice and support awareness training to Branch and other Business Unit staff on Fraud and scam Awareness related matters where required.
- Assist with the creation of a financial crimes awareness culture across the Bank
- Comply with the required legislative acts and codes
- Successful completion of required online modules within required timeframes
- Maintain up to date understanding of BOQ’s groups policies and procedures

**Leadership**
- Inspires your team and others to perform in accordance with clear expectations and goals.
- Consistently encourage and support others to achieve their potential.
- Consistently drive the team to deliver quality outcomes that minimise the need for rework and escalations

**About you**

It is a requirement that you will have at least 2 years' experience with the monitoring of Fraud & Scams, across multiple product channels and 12 months experience as a Senior of an Operations team.

**Skills & Knowledge**
- Exceptional knowledge of Fraud and scams.
- Experience in the leading of an operations team in a financial institution.
- Excellent time management, organisation, delegation and prioritisation skills.
- Excellent communication, negotiation and interpersonal skills.
- Ability to meet deadlines and achieve objectives.
- Always display a CANDO attitude and positive demeanour to problem solving
- Report writing skills.
- Ability contribute to a team and work collaboratively with others.
- Ability to liaise with and forge strong working relationships with internal stakeholders.

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a

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