Head of Fraud Operations

1 week ago

Wellington, New Zealand BNZ Full time

Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise “If you can imagine a better future, let's find a way.”

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

Fraud Operations is a fast-paced tīma (team) working in a dynamic environment consisting of highly skilled, passionate and empowered colleagues in our Investigations and Detections tīma. We have an opportunity for an experienced operational leader to join the tīma as Head of Fraud Operations.

The tīma are at the forefront of resolving Frauds and Scams for our customers with empathy and diligence. Our tīma pride themselves on helping our communities to be safer from fraud and scams. This role gives you plenty of opportunity to be part of new and innovative initiatives alongside leading a large operational tīma.

We sat down with our GM Services & Payments Operations, and they let us know the following about the tūranga (role).

What is the tīma culture and environment like?

A cohesive predominantly Wellington based tīma of passionate colleagues who work in a fast-paced and dynamic environment.

What projects / mahi (work) will the candidate be working on now and into the next year?

In this tūranga, you will be responsible for leading an operational tīma to serve our customers brilliantly and delivering on our customer promises. You will be supporting implementing new fraud and scams initiatives into our operational teams to make it easier for our colleagues and safer for our customers.

What is the most exciting thing about this opportunity?

Opportunity to provide brilliant customer service and uplift customer’s fraud and scams knowledge during a potential worrying moment in our customers' financial life.

What are some of the responsibilities of the person in this tūranga?

  • Leadership of teams across multiple fraud operational workstreams including but not limited to Fraud chargebacks, detections and investigations.
  • End to end ownership of Fraud Operations business unit and associated reporting.
  • Primary responsibility for day-to-day performance of fraud operations to ensure all SLAs and KPIs are met and executed on across end-to-end operations.
  • Sustain and embed effective “ways of working” operating rhythm actively tracking and managing proactive and reactive work volumes to ensure that the experience meets our customer expectations and related KPIs.
  • Creating a culture of customer obsession, performance edge, operational excellence and a growth mindset.

What specific tech skills would be beneficial?

We are looking for someone with strong Financial Services experience including a proven track record of leading a high performing operational tīma, building colleague engagement and delivering outstanding customer outcomes. You will also have a demonstrated track record at a senior level of delivering results and leading large complex change successfully in a regulated environment with multiple stakeholders.

Knowledge and experience of fraud typologies and the fraud landscape would be significantly beneficial.

What do we want you to know before you apply?

This tūranga is expected to be in the office three days a week.

What is your favourite thing about working for BNZ?

The People We have a great bunch of BNZers across the entire network who care deeply about our customers and serving them brilliantly. You will make a difference every day to our customers and I thrive on that

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

This is an exciting opportunity to join us We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealanders to 'Find their way', then show your interest by submitting your application - we can't wait to read it.

Ehara taku toa i te toa takitahi, engari he toa takitini - Success is not the work of an individual, but the work of many.

#J-18808-Ljbffr

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