Fraud Operations Manager

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

At Cuscal youll find a strong successful company thats reimagining the future. And our team is right there at the heart of it all. Here youll deliver or support interesting ground-breaking projects that have real impact - on Australias financial services sector and the millions of customers it serves. Youll innovate alongside skilled smart connected teams. And youll build an impressive fulfilling career that continues to grow. As the largest independent payment solution providers weve set the standard for over 50 years. Now were 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 Cuscals 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 

Whats 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. Lets explore who you are and what drives you. Wed 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. 

Remote Work :

No

Employment Type :

Full-time