Fraud Operations Manager

For a winning team that is evolving. Forward with Cuscal.

At Cuscal, you'll find a strong, successful company that's reimagining the future. And our team is right there at the heart of it all. Here, you'll deliver or support interesting, ground-breaking projects that have real impact - on Australia's financial services sector and the millions of customers it serves. You'll innovate alongside skilled, smart, connected teams. And you'll build an impressive, fulfilling career that continues to grow. As the largest independent payment solution providers, we've set the standard for over 50 years. Now, we're preparing to pioneer the next 50.

We are looking for a Fraud Operations Manager to lead our Fraud Operations Customer Contact Centre

Our Fraud Operations team is responsible for preventing fraud loss wherever possible. This is achieved by delivering exceptional customer service to protect Cuscal's clients and their customers. We are looking for an experienced people leader who will be responsible for leading, developing, empowering, and engaging a large team of direct and indirect reports in our Contact Centre.

Leading a team of 5-6 direct reports (team leaders, a workforce planner, team trainer, and a quality lead); and 45-50 indirect reports (Senior Fraud Officers and Fraud Officers)
As the Fraud Operations Manager, you will:

• 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

Desirable

• Sound knowledge of Fraud / Financial Crime typography, related to payments (both cards and NPP, both issuing and acquiring)
• An understanding of key current and emerging financial crime risks and impact to the banking (specifically payments) sector

What's it like to work here?

As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. 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 financial, lifestyle, health & wellbeing benefits.

Next Step

If you think this role is the right fit for you, we invite you to apply. Let's explore who you are and what drives you. We'd love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.

Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.