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Fraud Operations Manager

3 months ago

Sydney, Australia ING Bank (Australia) Limited Full time

At ING Australia, we're dedicated to fostering a culture of inclusivity and innovation, with the support and resources you need to succeed. Join us today and take the first step towards building a career as exceptional as you are.

We have an exciting permanent opportunity available for a Fraud Operations Manager to make an impact and join our Sydney based team. You’ll be responsible for ensuring that Fraud operations runs smoothly, and customer contact strategies relating to fraud with ING is aligned with the overall business strategy. 

Working closely with internal and external stakeholders at all levels, you’ll provide subject matter expertise on process and procedure to ensure minimal friction in fraud interactions with ING’s customers and timely reporting, to effectively manage service operations to support these processes. In addition, you’ll provide advice and recommendations on policy, control strategy implementation and reviews to assist stakeholders make informed decisions to support the customer when fraud happens.

Your key priority will be to ensuring that our Fraud Operations teams remain effective in the detection and response to fraud, and to keep abreast of current trends with a focus on the protection and support of customers (directly or indirectly) following a fraud event.

Are you ready to make a difference?

What you’ll do
 

  • Take a holistic view of fraud operations and provide structure and efficiency when dealing with alert handling, to ensure alerts are managed within timeframes and risk appetite.
  • Ensure that fraud operations run smoothly, adequate resourcing and planning is undertaken to ensure that operations continue to operate within agreed limits and can withstand shocks such as technology or people impacts.
  • Review and monitor the efficacy of fraud contact strategies and look to improve those strategies.
  • Regularly advise on new information being provided by the customer to advise and alert the Fraud Risk Management team of new trends, spikes in activity and any other relevant issues
  • Coach, train & mentor direct reports, as well as build capability and competency including appropriate succession planning within the team.
  • Build strong relationships with 2nd line of defence, Head Office, Product and Channel, and IT stakeholders to influence fraud controls.

What we’re looking for

  • Strong experience within Fraud Operations in a people leadership role, with a sound understanding of fraud risks impacting the financial services industry.
  • Excellent operational discipline and execution.
  • The ability to illustrate key target and objective setting, and the achievement of goals and results.
  • Excellent written and verbal communication skills, with the ability to build rapport with stakeholders from all levels and across the business.
  • A genuine passion for helping your team succeed and strive for success by supporting their development. 

What’s in it for you?

  • Drop everything and learn with over 16,000 professional and personal development courses to choose from.
  • Discounted ING Health Insurance.
  • An additional Rest Day to support your wellbeing.
  • An IMPACT day to volunteer on approved sustainability activity.

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 
 
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 
 
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 
 
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  
 
Sound like the kind of place you’d feel at home? We’d love to hear from you. 
 
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more? 
Contact Sabrina Huynh, Sabrina.huynh@ing.com  

Applications close Friday, the 30th of August.
 

Still in two minds?

At ING, we know that diversity drives innovation. Research reveals that 60% of women and underrepresented groups may pause at this stage, even after starting their application. Don’t miss out on the opportunity to bring your unique perspective to our team - submit your application today