Fraud & Scams Team Lead | Hybrid, Growth & Impact

Westpac Group; Parramatta; Ibrido; AUD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible work arrangements

Culture leave

Wellbeing leave

Learning and development opportunities

Mortgage product discounts

Descrizione del lavoro

Westpac Group is seeking a Team Manager to lead a Fraud & Scams Digital team in a hybrid Parramatta-based role. You will drive strong customer outcomes across all Westpac brands, ensuring interactions are handled with care and clarity.

You’ll support team development, manage risks, and align work with Westpac policies and processes. The role focuses on building capability, improving processes, and delivering results while fostering an inclusive team environment.

Competenze

• Demonstrated leadership capability with experience managing or leading teams (contact centre leaders' advantageous).
• Experience across Fraud & Scams Operations preferred.
• Understanding of Real Time Management Fundamentals.
• Understanding of business processes and tools including WFM and AOM practices.
• Ability to interpret and utilise metrics, performance data, and operational insights to improve productivity and customer outcomes.

Mansioni

• Lead a team dedicated to supporting customers impacted by fraud, disputes and scams.
• Deliver strong customer outcomes across Westpac Group brands with care, clarity and consistency.
• Drive performance uplift and build team capability while aligning with policies and procedures.
• Identify process improvements to strengthen customer experiences.

Conoscenze

Leadership

Fraud Ops

RTM fundamentals

WFM & AOM

Performance metrics

Strumenti

WFM systems

AOM practices

Analytics tools

Descrizione del lavoro

Westpac Group is seeking a Team Manager to lead a Fraud & Scams Digital team in a hybrid Parramatta-based role. You will drive strong customer outcomes across all Westpac brands, ensuring interactions are handled with care and clarity.

You’ll support team development, manage risks, and align work with Westpac policies and processes. The role focuses on building capability, improving processes, and delivering results while fostering an inclusive team environment.