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Senior Fraud Operations Manager
2 weeks ago
Our team is looking for a seasoned leader to take charge of our Fraud Operations.
We are a forward-thinking company that is reimagining the future of payments. Our Fraud Operations team plays a critical role in preventing fraud loss and delivering exceptional customer service to protect our clients and their customers.
Job DescriptionSynopsis: As the Fraud Operations Manager, you will be responsible for leading a large team of direct and indirect reports in our Contact Centre.
Main Responsibilities:
Ensure Fraud Operational processes are compliant, efficient and effectively mitigate fraud losses.
Represent the Fraud Operations team in all Project working groups, ensuring business requirements are effectively communicated and resources are considered in planning activities.
Build and maintain an environment of continuous improvement – processes (manual and automated), policies, scripts, systems and procedures.
Work closely with Fraud Product and Fraud Analytics teams, to deliver optimal Fraud outcomes for clients and their customers/members
Coach, mentor, and develop team members, providing career development planning and opportunities.
Work closely with People & Culture, Team Leaders and Trainers to manage hiring and onboarding new staff.
Work closely with Workforce Planning to ensure effective coverage for a 24/7 environment (rostering, scheduling, leave planning).
About You: To be successful in this position, you will have the following skills and experience:
Proven experience leading teams within a busy Customer Service/Contact Centre environment (preferably 24/7)
Demonstrated ability to build high performing teams
Demonstrated knowledge of continuous improvement, specifically related to process improvement using robotics and automation
Team leadership
Continuous improvement
Fraud knowledge
Financial crime risks
We offer a range of benefits to support your career growth and well-being, including:
Flexible work arrangements through our hybrid model
A wide range of financial, lifestyle, health & wellbeing benefits
We are a diverse and inclusive workplace where the very best talent in Australia chooses to work. We are committed to providing a supportive and collaborative environment that allows you to thrive and grow in your career.
