Executive Manager CommBiz Fraud & Scams

Group Security’s purpose is to safeguard a brighter future for all.
 

*This is a 12 month secondment/ contract (potentially longer)

The Group Security Office works across each of the security domains to support our business to become a globally recognised, end-to-end security and resilience function that continually evolves and adapts as the world around us does.

We do this through
1. Shaping and executing activities that strengthen our internal and external engagement with business partners, government, regulatory bodies and industry;
2. Delivering cyber security education to ensure our staff and customers have the knowledge they need to keep them safe, sound and secure online;
3. Connecting the dots on security risks, metrics and trends for executive & board reporting;
4. Engaging our people to foster a culture of trust, passion and growth, making Group Security a great place to work and build a career;
5. Partnering with education institutions to inspire and develop the next generation of talent;
6. Defining and communicating our strategic goals so we are all heading in the same direction.

See yourself in our team

The Fraud and Scams Response Centre is a team that is responsible for the management of Fraud and Scams for the Group. The team is dedicated to running, improving and transforming the processes and capability that deliver improved outcomes in the management of bank and customer losses, improved customer experiences, productivity uplifts, run an ambitious automation and simplification agenda as the landscape we operate in becomes increasingly complex faced with ongoing growth in fraud and scams volumes. In addition to meeting the team’s aspirational operational targets, it is critical for this team to have a deep understanding of current and emerging fraud and scam trends to ensure the appropriate tactical and strategic response strategies are being implemented within the Group. These insights are critical to be fed into the Fraud Analytics, Fraud Strategy and Product teams across the bank.

The role of Executive Manager, CommBiz Fraud & Scams leads across the functions of Detection, Customer Contact, Dispute Assessment across the CommBiz channel.

Key responsibilities include

• Be responsible for managing, directing and overseeing fraud and scam prevention across the accountable portfolio;
• Accountable for managing the design, implementation and ongoing monitoring and maintenance of fraud and scam risk management frameworks, procedures and supporting controls, ensuring that business activities remain within the defined risk appetite;
• Develop the fraud detection and monitoring program by working with key partner teams within the Group Fraud domain (Strategy, Analytics, Technology), and Card Issuing / Merchant Acquiring product teams
• Design and lead deep dive reviews (consisting of both internal and external intelligence) into current and emerging risk areas and work with partner teams to ensure appropriate tactical and strategic response strategies are in place
• Build strong working relationships as a key liaison with card schemes, external industry fraud risk management specialists and internal senior leadership team.
• Prepare high quality reports on fraud and scams risk management performance oversight activities, and provide insights into key internal risk committees ;
• Provide extensive input and thought leadership into the establishment and delivery of an aggressive uplift program being driven in the bank related to uplifting the management of Fraud Disputes and Scams
• Lead operational teams to deliver exceptional support to our customer and stakeholders
• Accountable for the management and optimisation of all operational aspects of the team to achieve improved customer experienced (measured through NPS), improved performance (measured against core business SLAs), reduce operational risk (measured through various Key Risk Indicators).
• Design and execute an automation and simplification agenda within the team to ensure long term sustainable results as the industry is faced with growing complexity and rising volumes of fraud and scams
• Ensure successful delivery of customer outcomes, embedding sustainable behavioural change in teams, ensuring change readiness in the business and driving operational metrics across the team.
• Drive a continuous improvement culture and philosophy in order to deliver year on year business efficiencies, whilst continuing to deliver agreed levels of customer satisfaction for CBA.

We’re interested in hearing from people who have

• Preference to have experience in Fraud and Scam Risk Management
• Demonstrated experience and capability leading operational teams
• Excellent leadership capability; role model exemplary leadership behaviours, including leadership of risk culture and ability to create a vision and build shared purpose.
• The ability to drive performance improvement, continuous improvement and embedding of large scale change.
• Extensive experience managing a broad range of stakeholders including strong influencing and negotiation skills
• Experience in operational strategy development and communication, with ability to influence and lead
• Strong written communication skills
• Experience in managing, directing and overseeing Fraud prevention, analytical and investigation services;
• Analytical and problem-solving skills with high attention to detail.