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

As the Scams Lead, you will be at the forefront of ANZ's commitment to safeguarding our customers from the growing threat of scams.

This pivotal role involves leading a high-performing team of Scam Leaders and Officers, ensuring robust prevention measures as well as well as supporting scam victims with the empathy and in line with our policy and regulatory expectations.

You will play a critical leadership function in delivering on ANZ’s promise to protect customers while driving continuous improvement in processes, stakeholder engagement, and outcomes.   A key focus of this role will be helping to identify any emerging scam trends and threats, ensuring the bank stays one step ahead in the fight against financial crime.

Role Type: Permanenet, Full-Time
Role Location: 839 Collins Street, Docklands VIC 3008
Work Hours: Standard Hours

What will your day look like?

Your day will be dynamic and impactful, involving:

• Leading and managing a large team of scams leaders and officers, driving engagement, performance, and capability development.
• Promoting a strong culture of customer care, ensuring the team is well-equipped to prevent customers from falling victim to scams as well as supporting scam victims with the empathy and in line with our policy and regulatory expectations.
• Acting as a subject matter expert on scam response processes, identifying and implementing opportunities to streamline case handling, improve recovery rates, and enhance our ability to support customers.
• Building strong relationships with key internal stakeholders, collaborating to align on priorities, share insights, and influence enterprise-wide improvements in scam prevention and response.
• Contributing to the detection of emerging scam typologies and attack methods, collaborating with intelligence teams and industry bodies to stay ahead of criminal methods.
• Applying expert knowledge in scams, and at times representing the Customer Protection externally, including industry, regulatory, and media.

What will you bring?

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

• Proven leadership experience managing and engaging large, multi-location teams.
• Deep understanding of scams, financial crime, and/or customer resolution practices.
• Experience in applying regulatory and legal frameworks.
• Demonstrated experience in handling complex, high-risk, or sensitive cases.
• Exceptional skills in stakeholder engagement, relationship building, and internal influence.
• Experience in identifying control gaps and successfully driving operational, technological, or policy change.
• Ability to interpret and respond to scam trends, threats, or typologies.
• Data-driven with a continuous improvement mindset and strong decision-making capability.
• High levels of empathy, integrity, and professional resilience.

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?

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 97766 .
 

Job Posting End Date

16/07/2025 , 11.59pm, (Melbourne Australia)