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

Senior Team Manager -Fraud Operations will support the daily operations of the Scam Assist and Fraud Detections teams. The role will involve having team managers/team leaders as direct reports and will also act as a single point of contact for Fraud teams in Bangalore.

This role is responsible for minimising fraud and scam losses through the timely actioning of alerts and to minimise customer impact when restricting accounts where contact with a customer is not possible. The incumbent will be required to minimise impacts to customer experience as a result of confirmed fraud cases and work towards making sound decisions when removing blocks for genuine cases.

Sn. Team Manager will also be responsible for the detection and investigation of fraud and scam alerts across card and digital transactions and platforms while initiating steps to prevent monetary loss being incurred to the bank and/or our customers. The role will also be involved in fraud prevention through involvement in working on potentially compromised CRN’s and cards as identified by the Fraud Analytics team.

Sn. Team Manager has also required responsibility towards the team’s flexibility across a 24/7 roster and has responsibility for servicing outbound phone calls related to the aforementioned transaction types and platforms. In addition, it will also be expected that this role undertakes some cross skilling into scams related functions to maximise operational capability across the detection and scams teams.

Role will be responsible for training and capability uplift. This will support the day-to-day leadership requirements of the team including, but not limited to, daily check ins, training, escalations, attending leadership meetings, stakeholder and project meetings, support to QA, forecasting.

Role Type: Permanent

Role Location: Permanent
Work Hours: Early shifts
 

What will your day look like?

• Works to provide solutions to customers at first point of contact

• Works to provide solution completely and in a timely manner in line with SLA

• Achieves target productivity and understands and uses ATOM correctly

• Will take personal responsibility for delivering high quality customer experience, in a timely manner

• Establishment and building of relationships with internal and external customers on all BU related activities and acting as relationship owner for all BU operational matters

• Take ownership of customer problems and issues to create a positive experience for all customers

• Support day to day operations of the team in Bangalore

• Support the development and training needs of the Fraud teams in Bangalore

• Proactively implements initiatives which contribute to the team and engagement in a timely manner

• Reduction of Non Lending Losses

• Actively lead and manage in team meetings

• Develop and support the growth your direct reports and provide tailored coaching to support individuals’ development

• Support the team in cross skilling and support to the wider CP group

• Ensure self and team compliance to prescribed accreditation, policies and procedures of ANZ

• Ensures inconsistencies/risks/errors are minimised through adherence to standards, procedures and policies

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Working knowledge of ANZ Compliance, Fraud and Detections
• Concern for quality and standards
• 6+ Years of Leadership experience
• Operations, Transitions & Project Management
• Good Communication skills (written and Verbal)

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? (Bengaluru GCC)

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong. 

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 93748.

Job Posting End Date

04/05/2025 , 11.59pm, (Melbourne Australia)