Manager: Fraud Engagement Centre

Purpose Statement

Lead a Team That Protects Clients and the Business

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)

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.

Why Join Us?

This is an opportunity to lead a critical operation that protects both clients and the organisation. You’ll play an important role in driving operational excellence while helping build trust and confidence through effective fraud engagement practices.

Apply now and lead a team that makes a real difference.

Conditions of Employment