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 Scams Industry Lead plays a key advisory role within the Customer Protection function to strengthen our industry presence, improve customer outcomes and ensure Customer Protection is well supported in navigating scam related obligations, trends, and complex case management.  This role is key in supporting engagement with industry and regulators to influence policy and stay ahead of emerging scam threats.  Internally the Scams Industry Lead supports internal teams with expert advice on obligations, scam typologies and complex case decisioning.

Role Type: Permanent
Role Location: Melbourne or Brisbane
Work Hours: 40 Hours (Full-time)

What will your day look like?

Key Responsibilities

• Support Customer Protection’s representation in key industry forums
• Influence national industry responses to scams and advocate for string, coordinated responses that protect both customers and the bank

Regulatory and Policy support

• Provide expert guidance on the interpretation and application of scam related regulatory obligations, including AFCA positions and consumer protection expectations
• Act as a trusted adviser to Customer Protection teams on obligations and regulatory changes
• Translate emerging policy or industry developments into practical insights that support implementation across Customer Protection

Scam Trends and Threat Intelligence

• Provide input into prevention strategies, customer education and operational enhancements based on observed trends

Complex case support

• Provide guidance and expert opinion on complex, high-risk or high-profile scam cases including those involving regulatory scrutiny
• Support the Scams team in applying obligations and making consistent, defensible decision on liability, customer remediation and recovery efforts

Internal collaboration and support

• Collaborate with internal ANZ teams on interpretation and execution of scam related responsibilities
• Contribute to Capability team’s development of training materials, frameworks and policies to uplift scams awareness and response across the bank

What will you bring?

• Deep understanding of scam typologies
• Proven experience engaging with regulators, industry bodies on scam related issues
• Strong working knowledge of relevant regulatory frameworks
• Demonstrated ability to interpret and apply complex obligations and translate into an operational context
• Experienced in supporting and leading complex case investigation and applying regulatory context
• Strong communication, influencing and stakeholder management skills
• Ability to work collaboratively with operational leaders while providing regulatory insight
• Analytical mindset with the ability to spot trends and identify risk or policy implications

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 benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 121459 .
 

Job Posting End Date

21/08/2026, 11.59pm, (Melbourne Australia)