Manager: Fraud Engagement Centre

• We are looking for an experienced Operations Manager: Fraud Engagement Centre to lead and manage fraud-related client engagements, operational performance, and service delivery within a risk-controlled environment.
• This role requires a strong operational leader who can balance exceptional client service with effective fraud risk management.

Purpose of the Role

• The Operations Manager will lead the Fraud Engagement Centre, ensure effective client interactions, operational excellence, risk management, and stakeholder collaboration while delivering positive customer outcomes.

What You'll Be Doing

• Leading teams responsible for fraud-related client engagement and service delivery.
• Managing operational performance within a highly regulated environment.
• Ensuring adherence to fraud prevention, governance, and compliance requirements.
• Driving service excellence during sensitive client interactions.
• Monitoring trends, operational risks, and service outcomes.
• Managing escalations and complex operational challenges.
• Driving continuous improvement initiatives to strengthen operational effectiveness.

What We're Looking For

• 5 years’ experience and at least 2 years in a management role within:
• Fraud Operations
• Financial Crime Operations
• Banking Operations
• Contact Centre Operations
• Risk Management Environments
• Proven leadership experience within large operational teams.
• Strong understanding of operational risk and regulatory environments.

Qualifications (Minimum)

• A relevant tertiary qualification in Business Administration or Management

Success in This Role Looks Like

• Effective management client interactions.
• Strong operational controls and compliance outcomes.
• High-performing and engaged teams.
• Improved operational efficiency and service delivery.
• Effective stakeholder collaboration across Risk, Fraud, and Operations functions.