Scams Lead

**Req ID**: 97766
**Department**: AR Customer Services Ops Customer Protection COE
**Division**: Australia Retail
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
The roles play a critical leadership function in delivery on ANZ's commitment to protecting customers from scams while driving continuous improvement in processes, stakeholder engagement and outcomes. A key focus of this role will also be identifying emerging scam trends and threats and ensuring the bank stays one step ahead.
Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future, while helping to build ours.
**Role Type**: Permanenet, Full-Time
**Role Location**: 839 Collins Street, Docklands VIC 3008
**Work Hours**: Standard Hours
What will your day look like?
Key responsibilities
Team Leadership and Performance
Lead and mange a large team (50+) geographically dispersed team of scams leaders and officers
Works closely with geographic leaders to ensure a unified approach in delivering customer outcomes
Drive and engagement, performance, and capability development across the team
Promote a strong culture of customer care, ethical decision making
Drive strong operational disciplines underpinning teams' ability to meet customer expectations
Customer Support and Case Oversight
Ensure team are well equipped to prevent customer falling victim to scam
Ensure team support scam victims with empathy and can empower customers through education and support
Oversee complex and sensitive scam cases, including high value and cases for vulnerable customers
Ensure thorough investigation, escalation, and communication in line with policy and regulatory expectations
Recovery and liability assessments
Maximise financial recoveries by leveraging internal tools and external partnerships
Oversee clear, fair and consistent assessments for liability in accordance with ANZ policies and obligations
Support team members in navigating high risk and complex cases
- Regulatory and Compliance and Risk Management
Maintain strong risk controls ensuring procedures are followed and compliance always upheld
As required represent the Scams function externally including industry, regulatory and media relations
Stakeholder Engagement and Advocacy
Build strong relationships with key internal stakeholders including product, internal and external customer resolution teams.
Collaborate to align on priorities, share insights and influencing enterprise-wide improvements in scam prevention and response
Identify systemic weaknesses, operational gaps, or customer vulnerabilities and proactively advocate for change, escalating ad lobbying where necessary to drive resolution
Scam Trend Identification and Threat intelligence
Contribute to detection of emerging scam typologies and attack
Collaborate with intelligence teams and industry bodies to stay ahead of criminal methods
Use insights to inform operational decisions, customer messaging, training, process, and policy development
Process Ownership and Improvement
Identify and implement opportunities to streamline case handline, improve recovery rates and enhance our ability to support customers
Contribute to the design and delivery of system, process, policy, or capability improvements
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Proven leadership experience managing large, multi-locations operational teams
Deep understand of scams, financial crime and/ or customer resolution practices
Demonstrated experience in handling complex, high risk or sensitive cases
Skilled in stakeholder engagement, relationship building and internal influence
Experience in identifying co0ntroal gaps and successfully driving operations, technological or policy change
Ability to interpret and respond to scam trends, threats, or typologies
Data driven with continuous improvement mindset and strong decision-making capability
High levels of empathy, integrity, and professional resilience
You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of be