Customer Protection Team Lead

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Health and wellbeing benefits

Flexible working options

Job summary

ANZ Manila Customer Service Operations is seeking a Customer Protection Team Leader to join the Leadership Team, overseeing frontline leaders and coaching for continuous development. You will collaborate with internal stakeholders and empower the customer journey in the context of fraud and scams, while adapting to regulatory changes.

This permanent, full‑time role covers 24x7 operations with a 50/50 hybrid setup (onsite training first 3 months).

Qualifications

• Extensive experience in fraud processes and operational requirements.
• Proven ability to coach and drive continuous improvement in performance.
• Strong leadership and people-management capabilities.
• Excellent interpersonal and communication skills across digital, verbal and written channels.

Responsibilities

• Actively contribute to driving the performance of the Manila Fraud and Scams team to achieve financial targets.
• Contribute to creating a well-managed business and adherence to our Operational Management program.
• Track and measure performance against set targets, providing regular feedback to staff.
• Monitor workflow activities and outcomes to meet service standards and minimise risks.
• Ensure accuracy of documented procedures and robust audit trails.

Skills

Fraud experience

Coaching

Leadership

Customer focus

Communication

Problem solving

Attention to detail

Job description

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About The Role

As Customer Protection Team Leader, you will be part of the Leadership Team of the Manila Customer Service Operations. You will act as one of the Customer Champions and do the day-to-day management of a team of frontline leaders. A fundamental part of the role is continuous development of Team Leaders through coaching and mentoring. In this role, you are also expected to interact with both internal stakeholders and external customers. This role will also act as key senior leadership floor support to the Operations in Manila.

The role will also look after a new program that will be critical in designing what our future model and response to our customers will be – in the dynamic and changing environment of Fraud and Scams and increased government regulations.

Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future, while helping to build ours.

Role Type: Permanent, Full-time

Role Location: 30F, MDC 100 Building, E. Rodriguez Jr. Avenue, Corner Eastwood Avenue, Brgy. Bagumbayan, Libis, Quezon City

Shift Schedule: 24x7 Operations. Must be open to shifting schedules.

Work Setup: 50/50 Hybrid (Onsite for the first 3 months during training)

Campaign Type: Inbound Voice

What will your day look like

• Actively contribute to driving the performance of the Manila Fraud and Scams team to achieve key financial targets.
• Contribute to creating a well-managed business and adherence to our Operational Management program.
• Track and measure performance against set targets and objectives providing regular feedback to all staff.
• Monitor work-flow activities and outcomes so that agreed service standards are achieved and risks are minimised.
• Ensure accuracy and relevance of documented procedures, establishing robust processes to ensure audit trails and checks are in place to maintain accurate operational processes.
• Contribute to the center's people strategies, embrace rewards programs and demonstrate outstanding leadership by demonstrating the ANZ values and new ways of leading.
• Identify, develop and implement improvements in practices and procedures on an ongoing basis with the view to creating an environment of constant improvement. Measure the benefits of these changes and ensure they are substantiated through the inner and outer loop process.
• Identify potential risks and assist in implementation of mitigation activities/plans.

What will you bring

• Extensive experience in fraud processes and operational requirements.
• Proven ability to work in a fast-paced environment with challenging targets.
• Extensive experience in effective coaching to drive continuous improvement in performance.
• Ability to work under pressure, prioritise what matters and leading the team.
• Maintains high-level of accuracy and has good attention to details, adhering to set business standards, processes and guidelines.
• Growth mindset and ability to tackle problems using critical thinking and problem-solving skills.
• Excellent interpersonal and communication skills across digital, verbal and written channels.
• Proven background in achieving and exceeding individual targets.
• An intense passion and curiosity for customers, their needs and wants, putting them at the centre of everything you do, optimizing customer journeys and experiences.
• Interest in and affinity for improving process and exposure to technology changes.

You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.

So why join us

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

• We provide our people with a range of benefits including access to health and wellbeing services.
• We also have flexible working options so that our people can make work, work for them.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

Job Posting End Date

28/09/2026, 11.59pm, (Melbourne Australia)