Fraud Investigations Team Leader: Lead & Elevate Outcomes

Auto-; North Lakes; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Location – North Lakes office

Extra leave: ME day and volunteer day

Paid parental leave

Workplace giving with dollar matching

Development opportunities with online,

Employee discounts on Budget Direct

Reward and recognition programs

Onsite facilities including end-of-tri

Social and community events across all

Wellbeing support and fitness benefits

Job summary

Auto & General is seeking a Fraud Investigations Team Leader to guide a dedicated team of investigators in North Lakes. You will coach, mentor and develop staff, drive performance improvements and ensure compliant, timely investigations that support claims outcomes and customer service excellence.

You will lead investigations, manage KPIs and risk controls, and collaborate with senior leaders to implement robust operational frameworks.

Qualifications

• Demonstrated ability to coach, motivate and influence a team in a fast-paced environment.
• Strong stakeholder engagement and management skills with customer resolution experience.
• Knowledge of counter fraud techniques and relevant codes of practice preferred.
• Background in fraud investigations and ability to lead complex investigations.

Responsibilities

• Manage, lead and coordinate investigations and complaints against Auto & General in an efficient, effective, and timely manner
• Lead the investigations team to deliver optimal claims and operating cost outcomes while providing high-level customer service
• Determine, implement, and maintain investigation frameworks, plans and strategies aligning with unit objectives and legislative responsibilities
• Provide technical guidance and escalation on potential fraudulent claims, monitor work volumes and KPIs, and drive process improvements
• Offer constructive feedback and address performance issues, fostering a high performing, engaged workforce
• Ensure risk management practices are embedded and followed by the team, escalating risks to stakeholders as needed
• Align Internal Investigations with the Group Model and Fraud Management Policy

Skills

Team leadership

Coaching & development

Stakeholder engagement

Customer service focus

Education

Degree in Fraud Investigation or similar

Job description

Auto & General is seeking a Fraud Investigations Team Leader to guide a dedicated team of investigators in North Lakes. You will coach, mentor and develop staff, drive performance improvements and ensure compliant, timely investigations that support claims outcomes and customer service excellence.

You will lead investigations, manage KPIs and risk controls, and collaborate with senior leaders to implement robust operational frameworks.