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Manager Inbound And Assessment

Commonwealth Bank - Sydney, NSW

Banking & Finance
Source: uWorkin


About Us

The Group Fraud Management Services (GFMS) vision is to provide safe banking achieved through protecting value and delighting customers through prevention, detection and response. Group Fraud Management Services consists of six group level functions: Bankwest Group Fraud Management Services, Card Fraud, Digital Fraud, Branch Fraud Origination Scams, and Fraud Risk Capability and Intelligence.

The Card Fraud team is committed to providing financial security to many of the Bank’s customers through the timely prevention, detection, and response to suspected transactional fraud occurring via customers Credit Cards. Our purpose is to give customers peace of mind to know their assets are protected by the bank.

The role

The Card Fraud team plays a critical role in ensuring our customers are protected against suspect fraud and scam transactions on their credit card facilities while working in a high paced environment.

The Purpose Of The Manager Inbound Role Is To

  • Lead the operational team responsible for providing excellence in customer service for fraud monitoring to CBA Card products.
  • Ensure the team maintains a high level of productivity without any degradation in quality or introduction of risk
  • Drive appropriate training and coaching exercises within team to improve individual effectiveness and efficiency
  • Work closely with your Senior Manager to ensure strategic priorities are aligned with the wider goals of the business.
Other responsibilities include;
  • Day to day management of volumes, rosters, systems and workflow to ensure the overall service offering is achieved.
  • Drive strategies in your team to ensure all SLA’s are met - call wait time, average handle time; adherence to standard operating procedures.
  • Daily review of confirmed fraud activity to understand new, emerging and current trends.
  • Work closely with your Senior Manager to identify the team’s training needs as a result of the banks product growth.

About You

We are looking for someone who has a high level of personal integrity and commitment to confidentiality and privacy. You have demonstrated ability in people management and leadership. You will role model the groups values and people capabilities.
  • Highly energetic and embraces change
  • Ability to work to tight deadlines and manage multiple priorities
  • High level of personal integrity
  • Previous experience in managing an operations team or Contact Centre

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 08/06/2021