Head of Customer Protection Work From Anywhere

Brisbane Hobart or Bundaberg

Senior leadership role protecting customers and strengthening trust!

MyState Limited is a financial services group with a clear commitment to earning andmaintainingcustomer trust. Protecting customers from fraudscamsand financial crime is central to that commitment and to thelong-termstrength of our organisation.

We are seeking a Head of Customer Protection to lead our Financial Crime Operations function and setdirection for customer protectionwithin the banking division.

Reporting to the Chief Operating Officer this role provides strategic leadershipandoperational ownership ensuring customers are protectedsupportedand treated fairly while the bankremainsresilientcompliantand trusted.

The Opportunity

As Head of Customer Protection you will be accountable for safeguarding customers the organisation and the broader community from financial crimefraudandscams. You will lead a multidisciplinary team of approximately 20 and own thefirst linestrategy and execution for customer protection across MyState.

This role plays a critical role in shaping how MyState prevents harm detects emergingthreatsand responds when customers areimpacted. You will influence how customer protection is embedded across processestechnologyanddecision-making while ensuring customer experiences are fairtimelytransparentand handled with care.

The role works closely with Risk Technology Digital Operations Customer teams and external stakeholders including regulators and industry bodies.

Key Accountabilities

• Set and lead the Financial Crime Operations and Customer Protection strategy including AML/CTF operations transaction monitoring customer duediligenceand suspicious matter reporting
• Lead the executionof thefraud andscamprevention framework with a strong focus on early detection disruption and reducing customer harm
• Ensure customer impacts are considered in all design and operational decisions balancing protection withappropriateand respectful customer experiences
• Provide clear executive and Board reporting on customer harm fraud trends financial crimeriskand emerging threats
• Deliver strong governance controlassuranceand regulatory compliance
• Strengthen operating models technologycapabilityandthird-partypartnerships to better protect customers
• Build and leadhigh performingteams anchored in accountability riskdisciplineand advocacy for customer outcomes

The Leader We Are Looking For

This role will suit a senior leader who hasoperatedat the intersection of financial crime customerprotectionand operational execution within a regulated environment.

You are likely to bring:

• Senior leadership experience in banking financialservicesor similarly regulated industries
• Provenexpertiseleading Financial Crime Operationsfraudandscamprevention functions
• Strong understanding of AML/CTF fraudscamand conduct obligations
• Experience leading large operational teams with accountability for customer and risk outcomes
• Sound judgement credibility at executive level and a calm considered leadership style

Most importantly you bring a deep commitment to protecting customers doing the rightthingand reducing harm even in complex orhigh-pressuresituations.

Why Join MyState

• A senior leadership role with direct executive exposure
• Meaningful influence over how customers are protected and supported across the organisation
• The opportunity to shape strategy operatingmodelsand responses to evolvingscamand fraud risks
• Work within anAS listedorganisation focused onlong-termtrust and sustainability
• A collaborative leadership culture that values accountabilitycareand sounddecision-making

Our Values in Action

At MyState our values guide how we lead and how we protect our customers:

• Create customer wow by acting quicklyfairlyand humanely when customers areimpacted
• Chase the better by continuously strengthening how we prevent fraudscamsand financial crime
• Collaborate to win by working across teams and with industry partners to reduce harm

This role is central to bringing these values to life at moments that matter most for our customers.

Apply Now!

Apply here by Sunday 19th April. Please note only applications made through this channel can be accepted by this date.

For any questions please reach out to .

We celebrate diversity and are committed to creating an inclusive workplace. We welcome applications from people of all backgrounds identities and abilities. If you need adjustments during the recruitment process please let us know.

Employment with MyState is subject to background checks including Bankruptcy Police and Credit checks to verify your suitability to work in the finance sector.