Application Fraud Lead

4 weeks ago


Melbourne, Victoria, Australia ANZ Full time

About Us

At ANZ, we're committed to creating a safer financial environment for our customers. Our team of experts works tirelessly to prevent and detect fraudulent activities, ensuring the integrity of our products and services.

About the Role

As a key member of our Customer Protection team, you will play a vital role in safeguarding ANZ and our community. Your mission is to lead a team of dedicated Fraud Investigators, tasked with identifying and preventing fraudulent applications across our secured and unsecured products.

With a strong focus on capacity planning and coaching, you will lead your team's efforts to ensure all operational and fraud metrics are met while maintaining the highest standards of quality. You will drive the identification of improvement opportunities that strengthen our protection efforts and operational efficiencies, playing a key role in driving positive change.

In a culture that prioritizes our people, customers, community, and stakeholders, your leadership and contributions to Customer Protection will be impactful.

As a leader in our Customer Protection team, you will be responsible for:

  • Supporting our Fraud Investigators in exceeding quality standards.
  • Effectively managing resourcing to meet demand and identify improvement opportunities and efficiencies.
  • Supporting CP leaders in fostering a culture of customer advocacy with well-embedded performance metrics.
  • Strengthening engagement, enabling talent retention, and influencing quality attrition within the business.
  • Focusing on being well-managed and maintaining or improving key risk indicators, acting in line with our purpose and strategy to re-engage the community.

What will you bring?

To succeed in this role, you will ideally bring the following:

  • An understanding of the fraud landscape, with the ability to analyze trends and take action.
  • Strong leadership and interpersonal skills, with the ability to influence.
  • Proven analytical, influencing, and problem-solving skills, with the ability to identify risks and impacts while providing solutions.
  • Demonstrated experience in coaching and leading a team for strong performance and culture.
  • Clear communication skills, with empathy and sincerity in all interactions.


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