Team Lead, Fraud Operations

Use your contact centre leadership skills to create a dynamic team culture
- We offer flexibility through our Hybrid work model and are open to remote work
- We are one of the fast-growing FinTech's in the payments sector

**Our client’s success is our success. And you make it happen**

Payment systems are complex, regulated and everchanging. And, while we may be small, we’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP, buy now, pay later, and open banking.

Our product teams are the eyes and ears of Cuscal. They’re client-focused relationship managers, serving everything from business development, marketing, fraud, and customer support. They work out what clients need, so we can build it and launch itoften, in months, not years.

We are looking for a Team Lead, Fraud Operations to join our team.

This role is responsible for the daily management and leadership of 15 Senior Fraud Officers and Fraud Officers in our Fraud Operations team. This is in Cuscal’s contact centre business which operates in a 24/7 environment. However, the Team Leader role operates within the core business hours Monday to Friday with occasional after hours call support.

Key results will be achieved through leading, developing, empowering, and engaging the team to deliver exceptional customer service to our clients and their customers.

The responsibilities in this role include but are not limited to the following:

- Day to day leadership of up to 15 direct reports, Senior Fraud Officers, and Fraud Officers
- Coach, mentor, and develop staff, providing career development planning and opportunities
- Work closely with People & Culture on hiring and onboarding new staff, adhering to all company’s policies and procedures
- Escalation and management of significant items, including any fraud incidents
- Manage all risks assigned including but not limited to internal audit risks, open actions and risk related issues and continue to improve to mitigate future risks
- Managing individual and team performance against OKRs (Objectives and Key Result Areas)
- Oversee processes, procedures, and SLAs; ensuring that processes are compliant, efficient and effectively mitigate fraud losses.
- Being the escalation point for any issues or complaints from clients, client’s customers / members, or direct reports (team members)
- Ensuring the team are delivering exceptional customer service according to key business objectives
- Work with the Senior Manager, and other Team Leads to ensure effective workforce planning for 24/7 environment (rostering, scheduling, leave planning), including out-of-hours on-call support
- Build and maintain an environment of continuous improvement - processes (manual and automated), policies, scripts, systems, and procedures

**About You**

We are looking for an existing Team Leader who is motivated, enthusiastic, and looking to further their career by developing their leadership skills and abilities. You will have experience leading support teams within a contact centre environment with demonstrable experience in coaching and mentoring employees for success. Similarly, the role needs the confidence and the ability to work in a highly flexible and fast-paced environment. This role is perfect for anyone who has team leading experience (ideally 2-3 years, as a guide) is highly adaptable, resilient and is looking for expand on the breadth and depth of their leadership skills.

**Why Cuscal?**

We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.

**Next Step