Fraud & Scams Operations Team Leader

About us

Are you looking for a career with endless opportunities? There's more to us than banking.

P&N Group is amongst the largest customer-owned banking organisations in Australia, represented by P&N Bank in Western Australia and BCU Bank in New South Wales and southeast Queensland. Our purpose is to enrich the lives of our customers and their communities.

With over $9 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 200,000 customers across Australia from all walks of life supported by over 600 employees in group services, retail banking, broker, and business banking roles.

We believe our culture is a real point of difference, and our values – Focus on customers, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.

As part of our ongoing strategic customer-centric transformation, we're focussed on making it even easier to bank with us for our customers of today and the future.

About the role

Reporting to the Manager Fraud, this role provides the opportunity to make a genuine contribution; in the protection of customers and the company from external fraud and scams risks.

This role is responsible for managing a team of Fraud and Scams Officers with the purpose of preventing, detecting and investigating fraud and scam risks and incidents across the PNL network; ensuring fraud and scam losses to members and the Bank are minimised wherever possible and promoting awareness of current and emerging financial crime related risks amongst staff and members.

Responsibilities include:

• Supervise, mentor, and guide a team of Fraud officers, fostering a high performing team environment
• Management and oversight of the fraud and scams operations team, who are responsible for conducting in-depth investigations, identifying fraud trends, and implementing mitigation strategies.
• Support the Manager, Fraud to manage the mitigation of fraud losses & volumes and monitor call volumes and service quality, including ensuring actions are followed up and SLAs are met.
• Perform duties required of a Fraud Officer, or support a Fraud Officer where required to:
• Understand and undertake all aspects of online banking and other fraud processes including collation and investigation of disputed transaction claims.
• Ensure suspected and confirmed fraudulent payments and membership applications are managed effectively and in a timely manner
• Assist with formal and ad hoc fraud awareness training for Bank staff as required
• Provide a consistently high level of customer service to members, with regard to victims of financial crime, whilst protecting the interests of the Bank, and provide advisory support to staff as required.
• Understand the importance of data integrity with respect to the collection, recording and analysis of incident data
• Ensure all internal and external reporting is completed within required time limits.
• Maintain an awareness of current trends and risks with respect to financial crime and related regulatory matters
• Collaborate cross-functionally with departments including Customer Service, Finance, Legal, and Technology, and externally with service providers to protect the company from external fraud and scams risks.
• Monitor key performance indicators (KPIs) and assist the Manager, Fraud with metrics and reporting requirements.

What will you bring? 

• Extensive experience in fraud detection, prevention, or financial crime investigations, or equivalent roles is preferable
• Leadership experience managing high performing teams or projects is preferred
• Familiarity with fraud typologies across industries and fraud monitoring technologies
• Ability to determine priorities and successfully manage deliverables with competing timelines
• Strong analytical and investigative skills to assess complex fraud patterns and make informed decisions
• Strong time management and organisational skills
• Excellent communication and stakeholder management skills
• Proficiency with software systems including fraud monitoring tools,  case management platforms, and standard MS Office applications
• Ability to manage sensitive information with a high level of integrity  and discretion
• Demonstrated ability to make sound business decisions under pressure.
• Knowledge of personal and business banking products and services
• Adaptable and capable of working in fast-paced, dynamic environments.
• Proactive problem solver with attention to detail
• Self-motivated, passionate and goal driven with the ability to work under pressure

Other Requirements:

• Flexibility in working hours - out-of-hour work may be required to meet deadlines
• Willingness to maintain continuous professional education

What we can offer you

There's life at work, and life outside of work – and we understand that.

P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.

To help you live your best life through work, we offer an extensive range of employee benefits. 

• Work for a national multi-brand, customer-focused organisation
• Enjoy flexible work arrangements
• An incentive scheme for exceptional performance
• Be supported with leadership and professional development
• 12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver
• Generous discounts on home loans, personal loans, insurance and other banking products and services
• Up to two weeks' additional purchased leave per year
• Two days' paid volunteer leave each year to use with a community partner of your choice
• An Employee Assistance Program

At P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings, and especially the high engagement that comes from a culture built on belonging and inclusion. We encourage people of all abilities, backgrounds, identities, ages and cultures to apply.

If you need assistance or require flexibility to be able to fully participate in the application process, please email us at

To find out more about what it's like to work with us, visit

If you believe you meet the selection criteria, and could add value to our Financial Crime team, we would love to hear from you.

Please apply with your current resume and a cover letter outlining your skills and experience by 14/11/2025. (Please note that candidate screening and interviews may be completed prior to advertisement closure date.)