Manager, Fraud Assist Services

2 weeks ago

Melbourne City Centre, Australia NAB Full time

Manager, Fraud Assist Services
- Job number: 800038
- Primary position location: VIC- Melbourne CBD
- Category: Compliance, Regulatory Risk & Financial Crime
- Work type: Permanent Full time
- Closing at: Apr 27 2025 - 23:55 AEST

**Favourite**

- **In this role, you will put customers at the centre of everything you do.**:

- **The Fraud Assist team show up for customers as one team to create consistent, seamless experiences.**:

- **We bring the right people together, knowing diverse ideas achieve more.**

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

**In this Manager role, each day, you’ll go above and beyond to**:

- Lead and support direct reports as well as the wider team and deliver business continuity and ongoing operating efficiencies.
- Be accountable for facilitating the provision of efficient and high-quality service to internal and external customers.
- Manage risk and controls, ensuring adherence to correct process and procedures in the business.
- Prepare reporting & insights on a regular cadence highlighting business performance against service targets.
- Attend stakeholder & leadership meetings as well as 1:1 coaching of direct reports.
- Manage complex customer and colleague issues and escalations accordingly.

**We’re looking for the best and brightest to deliver the best for our customers. You’ll need**:

- Proven and substantial leadership experience and understanding of contact centre operations. Experience within financial services would be highly advantageous.
- A customer-driven commercial approach to business and an entrepreneurial “think outside the square” mindset.
- Demonstrated experience or understanding of workforce planning.
- Knowledge of Fraud, Scams, Financial Crime, and/or AML/CTF would be highly advantageous.
- Solid experience successfully delivering on process improvements, projects and strategy.

**A diverse and inclusive workplace works better for everyone**

We know that our people make us who we are. That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

**Join NAB

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