Job Description

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 fast‑paced, high‑risk environments while delivering fair and empathetic outcomes for customers.

What will you contribute to?

Frontline Leadership & Performance

• Lead, coach, and develop a team of frontline Fraud Analysts responsible for fraud prevention, Scams, dispute management and detection activities.
• Set clear performance expectations and manage productivity, quality, and behavioural standards.
• Conduct regular 1:1s, performance reviews, and development conversations to build capability and engagement.
• Support team wellbeing and resilience, recognising the challenging nature of fraud and scam‑related work.

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, particularly during fraud and scam‑related interventions.
• Oversee quality assurance activities, case reviews, and defect remediation.
• Address repeat errors or themes through targeted coaching and process clarification.
• Provide regular feedback, coaching and SME support to offshore teams to assist in continually improving offshore performance and alignment.
• Support resolution of complaints or escalations linked to Transaction Monitoring. Scams & Claims/Disputes.

Risk, Compliance & Controls

• Ensure frontline adherence to fraud policies, procedures, delegations, and decision frameworks.
• Support effective incident identification, documentation, and root cause analysis.
• Maintain strong Line 1 risk ownership within the team, escalating control weaknesses and incidents appropriately.

Continuous Improvement & Insights

• Identify fraud trends, process inefficiencies, control gaps, and opportunities to improve fraud detection, customer experience, and operational efficiency.
• Partner with peers, analytics, and enablement teams to implement agreed improvements.
• Support change initiatives by embedding new processes, tools, and ways of working at frontline level.
• Ensure all processes and are well documented, communicated and published in the LFS Knowledge base.
• Embed proactive customer education and protection by ensuring the Scams Hub is consistently updated with current and accurate information.

Stakeholder Collaboration

• Work closely with other Team Managers, Fraud Analytics, Credit Risk, Customer Service and Complaints teams to ensure aligned delivery.
• Act as a key conduit between frontline teams and senior leadership, providing clear insights on performance, risks, and customer impacts.

What you’ll bring:

• 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.
• Bring a strong customer focus in the ‘moments that matter’, driving strong ownership of customer outcomes and a continuous improvement mindset.
• Resilience, empathy, and a calm leadership style suited to complex customer situations.

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

Only open to Australian or New Zealand Permanent Residents or Citizens.