Fraud & Scams Team Leader | Hybrid | Elevate Outcomes

Westpac; Parramatta; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid work arrangements

Mortgage rate discounts

Learning & development opportunities

Volunteer opportunities

Job summary

Westpac in Parramatta is seeking a Team Manager for the Fraud & Scams Digital Team. This permanent full-time role offers hybrid working arrangements and leads a team dedicated to supporting customers impacted by fraud, disputes and scams, ensuring outcomes across Westpac Group brands with care and consistency.

You will drive performance uplift, build team capability, and seek process improvements while aligning with Westpac Group policies and risk controls.

Qualifications

• Proven leadership capability with experience managing or leading teams.
• 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 performance data to improve productivity, customer outcomes and risk management.

Responsibilities

• Lead a team dedicated to supporting customers impacted by fraud, disputes and scams.
• Deliver strong customer outcomes across Westpac Group brands.
• Ensure interactions are handled with care, clarity and consistency.
• Develop team capability and growth while complying with policies.
• Identify opportunities to strengthen processes and customer experiences.

Skills

Team leadership

Fraud & scams operations

Real Time Management

Performance metrics

Process improvement

Tools

WFM

AOM

Job description

Westpac in Parramatta is seeking a Team Manager for the Fraud & Scams Digital Team. This permanent full-time role offers hybrid working arrangements and leads a team dedicated to supporting customers impacted by fraud, disputes and scams, ensuring outcomes across Westpac Group brands with care and consistency.

You will drive performance uplift, build team capability, and seek process improvements while aligning with Westpac Group policies and risk controls.