We are looking for an experienced Operations Manager: Fraud Engagement Centre to lead and manage fraud-related client engagements, operational performance, and service delivery within a risk-controlled environment.
This role requires a strong operational leader who can balance exceptional client service with effective fraud risk management.
Purpose of the Role
The Operations Manager will lead the Fraud Engagement Centre, ensure effective client interactions, operational excellence, risk management, and stakeholder collaboration while delivering positive customer outcomes.
What You'll Be Doing
Leading teams responsible for fraud-related client engagement and service delivery.
Managing operational performance within a highly regulated environment.
Ensuring adherence to fraud prevention, governance, and compliance requirements.
Driving service excellence during sensitive client interactions.
Monitoring trends, operational risks, and service outcomes.
Managing escalations and complex operational challenges.
Driving continuous improvement initiatives to strengthen operational effectiveness.
What We're Looking For
5 years' experience and at least 2 years in a management role within:
Fraud Operations
Financial Crime Operations
Banking Operations
Contact Centre Operations
Risk Management Environments
Proven leadership experience within large operational teams.
Strong understanding of operational risk and regulatory environments.
Qualifications (Minimum)
A relevant tertiary qualification in Business Administration or Management
Success in This Role Looks Like
Effective management client interactions.
Strong operational controls and compliance outcomes.
High-performing and engaged teams.
Improved operational efficiency and service delivery.
Effective stakeholder collaboration across Risk, Fraud, and Operations functions.