Manager - External Fraud

3 days ago

Wellington City, New Zealand Kiwibank Full time

Drive operational performance for Kiwibank’s Customer Protection team.
- Excellent benefits such as our market leading Parenthood Package which includes Kiwisaver contributions for up to 52 weeks.
- Based in Auckland, Hastings, or Wellington with hybrid work options.

**This is us. Where you matter.**

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive - we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

**This is us. Where making an impact matters.**

As Kiwibank’s External Fraud Manager, you will play a pivotal role in implementing our Fraud Prevention strategy. You will be responsible for leading a team of investigators to prevent and investigate fraudulent activities, ensuring we deliver the best industry standards in supporting our customers. Your key responsibilities will include:

- Fostering a culture of continuous learning and engagement within the team.
- Partnering with the Head of Customer Protection and External Fraud Managers to prioritize tasks, allocate resources, and manage ongoing monitoring, emerging trends, and BAU projects.
- Maintaining high service levels and standards through quality control checks, complaint and escalation management, and ongoing staff training.
- Making sound decisions based on your understanding of fraud risks, business implications, and data analytics.

On-call weekend work may be required occasionally.

**This is us. Where your expertise matters.**

At Kiwibank, we will help you build on your strengths and learn new skills, but in the meantime, we would love to hear from you if you have some of the following:

- Accomplished people leadership skills with proven success in leading operational teams and building a collaborative and engaged team culture.
- Proven ability to manage competing priorities and deliver results.
- Strong skills in coaching, mentoring, and driving outcomes & continuous improvement.
- Strong interpersonal and communication skills, with the ability to present and engage at all organizational levels.
- Demonstrated experience with problem-solving, data analytics, and strategic recommendations.
- Demonstrated experience in engaging and managing stakeholders effectively.
- Support projects and delivery of change.

You do not need to tick every box here to be considered

**This is us. Where you and your whānau matter.**

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.

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