Team Lead, Financial Crimes

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

At Cuscal, our Commercial and Business teams are the backbone of our organisation. From supporting clients and driving growth to ensuring compliance, managing finances, and fostering a positive workplace culture, our people play a vital role in achieving our commercial objectives while staying true to our values.

If you’re looking for a role where your skills and ideas make a real impact, join us to help shape the future of payments in Australia.

Job Description

As our Team Leader, Fraud Operations, you’ll lead, support and develop a team of Fraud Officers and Senior Fraud Officers. You’ll create an inclusive, high-performing environment where people feel clear on expectations, supported in their development and empowered to deliver strong customer outcomes. Alongside day-to-day operations, you’ll build team capability, strengthen engagement and embed a culture of accountability, service and risk awareness.

You’ll also make an impact by:

Lead, coach and develop a frontline Financial Crime team, providing regular feedback, clear goals and meaningful development opportunities.

Build an engaged and inclusive team culture where people feel supported to perform at their best while maintaining service levels and customer outcomes.

Manage performance with fairness and consistency, recognise strong contribution and confidently address quality or capability gaps through coaching and clear action plans.

Qualifications

What you’ll bring

To succeed in this role, you’ll have:

Demonstrated people leadership experience within a frontline, contact centre or operational environment, with a strong focus on coaching, engagement and capability building.

Confidence setting expectations, managing performance and leading people through change in a complex 24/7 environment.

Strong communication and relationship skills, with the ability to build trust, have constructive conversations and create a safe, inclusive team culture.

You’ll stand out from the crowd if you have some of the following:

Financial services experience and knowledge of fraud management across retail financial products.

Knowledge of fraud and card-related products, payments, card schemes, online banking fraud and AML/CTF requirements.

Experience using quality insights, operational measures and process improvement to strengthen individual and team performance.

Additional Information

Why Cuscal?

At Cuscal, you can lead a critical frontline operation while helping protect financial institutions and their customers. Eligible employees can access a range of benefits designed to support work, family and personal priorities, including:

You’ll also enjoy a range of benefits, including:

Benefit arrangements are governed by the relevant Cuscal policies and may change. Candidates should refer to current policy information for full eligibility and conditions.

• Work in a hybrid model that supports your lifestyle and goals.
• We celebrate success: Our IGNITE program recognises individual and team achievements.
• Wellbeing focus: We support your physical, mental and financial health with holistic initiatives and access to discounts via Cuscal Advantage.
• Employer-funded paid parental leave
• Novated leasing through Cuscal’s approved provider
• The option to purchase additional annual leave

Join us and reimagine the future

If this role excites you, we’d love to explore your potential and vision for the future.

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process.

We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.