Team Manager, Fraud Prevention (Melbourne)

The Team Manager – Fraud Prevention is responsible for the day-to-day leadership and performance of frontline Fraud Analysts responsible for detecting, preventing, and responding to fraud across Latitude’s products and portfolios. This role plays a critical part in delivering timely, accurate, and customer‑focused fraud outcomes, ensuring operational SLAs are met while maintaining strong risk controls and regulatory compliance. The Team Manager translates strategy and operating standards set by the Senior Manager into consistent frontline execution, capability uplift, and high‑quality customer interactions. The role has a strong focus on people leadership, workflow management, and quality assurance, ensuring analysts are supported to perform in quick‑paced, high‑risk environments while delivering fair and empathetic outcomes for customers. Responsibilities
- Frontline Leadership & Performance: lead, coach, and develop a team of frontline Fraud Analysts responsible for fraud prevention, scams, dispute management and detection activities; set performance expectations and manage productivity, quality, and behavioural standards; conduct regular 1:1s, performance reviews, and development conversations; support team wellbeing and resilience.
- Operational Management: manage day‑to‑day workflows across fraud prevention queues including Transaction Monitoring, Scams & Claims/Disputes ensuring adherence to SLAs, quality standards, and regulatory timeframes; allocate work effectively based on demand, risk, and analyst capability.
- Customer Outcomes & Quality: ensure customer interactions and decisions are timely, accurate, fair, and empathetic; oversee quality assurance activities, case reviews, and defect remediation; provide feedback, coaching, and SME support to offshore teams; assist in the resolution of complaints or escalations linked to fraud interventions.
- Risk, Compliance & Controls: ensure frontline adherence to fraud policies, procedures, delegations, and decision frameworks; support incident identification, documentation, and root‑cause analysis; maintain strong Line 1 risk ownership and escalation of control weaknesses.
- Continuous Improvement & Insights: identify fraud trends, process inefficiencies, control gaps, and opportunities for improvement; partner with peers, analytics, and enablement teams to implement agreed improvements; embed new processes, tools, and ways of working at frontline level.
- Stakeholder Collaboration: work closely with other Team Managers, Fraud Analytics, Credit Risk, Customer Service and Complaints teams; act as a conduit between frontline teams and senior leadership, providing insights on performance, risks, and customer impacts. Qualifications
- Minimum 5+ years in a people‑management role, preferably banking & finance.
- Proven experience leading frontline operational teams, preferably within fraud, financial crime, or customer operations.
- Strong understanding of fraud prevention principles, customer remediation expectations, and operational risk.
- Experience managing workloads, SLAs, and performance in a high‑volume environment.
- Demonstrated coaching capability with a focus on quality, consistency, and customer outcomes.
- Ability to make sound decisions in time‑critical and high‑risk scenarios.
- Strong communication skills and confidence engaging with senior leaders.
- Customer focus in the ‘moments that matter’, driving ownership of customer outcomes and a continuous‑improvement mindset.
- Resilience, empathy, and calm leadership style suited to complex customer situations. Benefits
- Competitive compensation and superannuation.
- Short‑term incentive programs.
- Flexible working policies and hybrid arrangements.
- Employee assistance program.
- Recognition program to reinforce teamwork and achievement. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. This role is only open to Australian or New Zealand Permanent Residents or Citizens. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rv98p