Card Fraud Detection Manager

Group Fraud Management Services (GFMS) supports the Group’s domestic and international operations and provides global fraud leadership for the Group, including its subsidiaries. The team protects the Group and its customers from fraud, providing a risk-based approach to managing the Group’s fraud risk. GFMS comprises advisory and operational functions that work collaboratively with Business Unit personnel to reduce the impact and mitigate the occurrence of fraud incidents by utilising state of the art detection, prevention and investigation tools and techniques.

You are required to support the development and delivering initiatives that will optimize operations to improve the customer experience and operational efficiency, demonstrating the Group’s values (Care, Courage and Commitment) always. You will support innovation by implementing automation to the operational teams as part of an ambitious change plan. You will be accountable for supporting and completing successful delivery and embed a program of work. In everything you do you are expected to demonstrate our values and promote the highest levels of integrity.

**Your responsibilities**
- Effectively manage resources to assess all FMS alerts/incidents in accordance with agreed timeframes
- Manage the 24/7 planning, execution and completion of all fraud detection services in FMS in accordance with the relevant policies, standards and regulatory expectations.
- Manage inbound phone calls to achieve delegated response KPIs
- Maintain up to date documentation including SOPs, CVP, Training material and all relevant documents pertaining to your Team’s role.
- Provide the required assessment and investigation of events in accordance with agreed Service level Agreements (SLAs) as per Customer Value Proposition (CVP)
- Demonstrate a clear understanding of upstream and downstream processes including end-to-end business processes relevant to own area of expertise
- Maintain an up-to-date focus on financial crime, security industry related trends and emerging issues, and share knowledge obtained
- Review of current losses, existing processes and procedures to determine improvements in detection and prevention strategies to provide efficiency gains and fraud reduction
- Timely response and escalation of issues / risks identified within specified SLAs
- Drive projects and strategic initiatives that enhance and transform your team’s function
- Actively engage with the GFMS Op Risk team to ensure all CBA FMS related Op Risk issues, incidents and actions are properly recorded, managed and updated.
- Challenge, report and escalate where accepted risks are outside tolerance, and ensure required approvals are obtained and remediation plans are managed
- Assist in building understanding and use of the Group’s Operational Risk Management Framework
- Provide operational risk advice to FMS Perth on procedural and risk management issues

**_Delighting Customers: _**
- Build and maintain a high standard of service to all internal/external clients through effective working relationships with relevant parties including other teams in GFMS and staff from other Business units
- Provide regular and timely updates, and insights to senior business stakeholders
- Ensure that your team remains “Customer obsessed” in all that they do
- Pro-actively identify and drive Continuous Improvement (CI) by using productivity tools for process simplification or increased efficiency

**_Engaging People: _**
- Drive your team’s performance and culture in line with strategic priorities, through appropriate action planning activities.
- Pro-actively drive your own Development Plan and provide appropriate support and guidance for your staff, so as to include

**Your skills & experience**
- Demonstrated experience in the delivery of excellence in customer service including personal, written and verbal skills within 24/7 operational contact centre team
- Sound judgement and strong attention to detail including risk based decisions based on understanding your business and analysing data to achieve optimum outcomes
- Demonstrated ability to exercise lateral thinking
- Demonstrated ability to plan and prioritise tasks for yourself and your staff
- Strong problem-solving and decision-making capabilities
- Demonstrated ability to lead and effect change in an operational environment. Strong inter-personal skills
- Sound understanding of financial crime risks and trends
- Demonstrated Stakeholder management skills
- Capacity to act in a discrete and confidential manner

**Your qualifications**
- Completion of higher education (year 12) or the agreed TAFE equivalent
- Financial Services Industry operational team with minimum 2 years
- Customer service experience essential
- Tertiary experience in a related discipline is preferred
- Management experience preferred
- Demonstrated leadership skills

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