Team Leader Fraud

Auto & General; North Lakes; On-site; AUD 130,000 - 160,000; Full time

Benefits offered by this job

Location: North Lakes office

Paid personal leave

Volunteer leave days

Volunteer leave days

Budget Direct employee discounts

Professional development programs

Onsite facilities

Social and community events

Wellbeing and mental health support

Job summary

Auto & General’s Fraud Investigations Team Leader role centers on guiding a skilled group of investigators. You will coach, monitor performance, and develop effective strategies for claims resolution while ensuring alignment with risk and regulatory requirements.

The role emphasizes leadership, stakeholder engagement, and delivering high-quality customer outcomes in a fast-paced environment. North Lakes office-based position with strong development opportunities.

Qualifications

• Coaching, motivating and influencing a team in a fast-paced environment.
• Strong stakeholder engagement and customer resolution experience.
• Inclusive mindset and ability to work with a diverse team.
• Excellent relationship development in customer service and team leadership roles.
• Knowledge of counter fraud techniques and ethical standards.
• Desirable background in fraud investigations and complex cases.
• Degree in Fraud investigation or equivalent value is desirable.

Responsibilities

• Lead, coach and develop Fraud Investigations Team to improve performance and productivity.
• Coordinate investigations and complaints efficiently and timely for Auto & General.
• Set frameworks, plans and management strategies aligned to policy and legislative responsibilities.
• Provide guidance and escalation on potential fraudulent claims and workloads.
• Monitor KPIs, drive process improvements and regular reporting.
• Provide feedback and address performance issues to maintain a high-performing team.
• Ensure risk management is embedded in team culture and activities.

Skills

Coaching

Stakeholder engagement

Team leadership

Customer resolution

Inclusive teamwork

Fraud detection techniques

Investigations handling

Education

Degree in Fraud Investigation or related

Job description

About the Role

As our new Fraud Investigations Team Leader will be responsible for leading, coaching and developing a team of Fraud Investigators. You will monitor and improve performance, engagement & productivity while assisting the team to develop effective investigative and claims resolution strategies.

You will:

• 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
• Take responsibility for determining, implementing, and maintaining appropriate investigations and complaints, operational frameworks, plans and management strategies that contribute to meeting Claims Investigation unit objectives and reflect legislative responsibilities
• Provide technical guidance and act as an escalation point on potential fraudulent claims and complaints, as well as monitoring and managing incoming work volumes, ensuring service levels are achieved, managing monthly KPI's, identifying & championing process improvement and maintaining regular reporting
• Provide constructive feedback and address any performance issues individually while nurturing a high performing & engaged workforce promoting a culture of "one team"
• Ensure your team complies with all requirements relating to risk management activity and constantly ensure that risk management is at the forefront of your teams' culture and processes
• Escalate identified risks to relevant stakeholders and liaising with Head of Fraud & Claims Investigations to remediate.
• Ensure effective management of all Internal Investigations and alignment to Group Internal Investigations & Intelligence Operating Model and Fraud Management Policy

What experience you’ll bring

• Strong ability to coach, motivate and influence team members in a fast-paced environment, along with the ability to give feedback & drive a collaborative, high performance culture
• Strong Stakeholder engagement, team, and management skills, with experience in customer resolution
• An inclusive state of mind, with the ability to work alongside a diverse team
• Excellent relationship development skills applied within a customer service and team leadership role
• Demonstrated knowledge of counter fraud techniques, Code of Practice, non-disclosure and 'upmost good faith' is preferable
• A background in a fraud environment would be desirable with experience in dealing with complex investigations
• A degree in Fraud investigation or a degree of similar value, desirable

The Benefits of working with us

• Location - This role will be based in our North Lakes office.
• Extra leave - enjoy a paid 'ME' day and one paid volunteer leave day each year, plus the option to purchase up to two additional weeks of leave
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you're passionate about a cause, then we are too - we'll dollar match your donations to registered charities.
• Development opportunities - We're championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You'll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.

About Us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.