Fraud Operations Lead: Build a High-Impact Frontline Team

Cuscal; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid model

IGNITE recognition program

Wellbeing & Cuscal Advantage discounts

Employer-funded parental leave

Novated leasing

Additional annual leave

Job summary

Cuscal is seeking a Team Leader, Fraud Operations, to lead and develop a frontline Financial Crime team in a hybrid setting. You will empower staff with clear expectations, coaching, and growth opportunities while driving strong customer outcomes.

In this pivotal role, you’ll build capability, foster engagement and embed accountability and risk awareness across a 24/7 operation. If you’re passionate about financial crime and people leadership, join us to shape payments in Australia.

Qualifications

• Proven people leadership experience in frontline, contact centre, or operational roles.
• Strong coaching, engagement, and capability-building focus.
• Ability to set expectations and manage performance in a 24/7 environment.
• Excellent communication and relationship skills to build trust in a diverse team.
• Experience with financial services and fraud management a plus.

Responsibilities

• Lead, coach and develop a frontline Financial Crime team with clear goals.
• Create an inclusive, high-performing environment focused on customer outcomes.
• Build team capability, strengthen engagement, and embed a culture of accountability, service and risk awareness.
• Provide regular feedback and actionable development plans.
• Manage performance, address quality gaps through coaching.

Skills

People leadership

Coaching

Performance management

Communication

Relationship building

Change leadership

Job description

Cuscal is seeking a Team Leader, Fraud Operations, to lead and develop a frontline Financial Crime team in a hybrid setting. You will empower staff with clear expectations, coaching, and growth opportunities while driving strong customer outcomes.

In this pivotal role, you’ll build capability, foster engagement and embed accountability and risk awareness across a 24/7 operation. If you’re passionate about financial crime and people leadership, join us to shape payments in Australia.