Cuscal Limited
Team Leader, Fraud Operations
Powering seamless and secure connections for customers
Business operations
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Cuscal Limited
Cuscal is a payments and regulated data services provider in Australia. For nearly 60 years, we have enabled Australian banks, mutuals, corporates and fintechs to better serve and connect with their customers through the implementation of innovative technology solutions
About the role
Job Description **Our client’s success is our success. And you make it happen! ** Payment systems are complex, regulated and everchanging. We are an established market leading brand who are focused on driving client growth. We’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through innovative technology like the New Payments Platform (NPP) and open banking. We are an unlisted public company and one of five licensed banks in Australia with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech’s and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers. **We are looking for a Team Leader to to lead a team of Customer Care Specialists and Fraud Officers in our Fraud Operations Contact Centre. ** The Team Leader has overall responsibility for establishing and managing the day-to-day operations of a Contact Centre team within Cuscal's Fraud Operations Team. The Team Leader will:
- Manage the mitigation of fraud losses & volumes for our clients and their customers.
- Enable the team to provide proactive analysis of fraudulent transactional data to identify fraud trends & risks
- Liaise with merchants (Visa/Mastercard) and internal departments to assist in the mitigation of fraud
- Own the development, implementation and management of processes, protocols, and SLA's to support continuous improvement and superior customer satisfaction
- Be an escalation point for any issues from employees and customers Monitoring call volumes and service quality, including ensuring actions are followed up and SLAs are met
- Identify gaps in service quality and develop and implement strategies to address service gaps.
- Conduct quality control audits on team members to ensure the level of service being provided is of the highest quality. Management of continuous improvement including:
**About You ** To be successful in this position you will have the following skills and experience: **Essential **
- Sound knowledge of fraud and card related products - payments, card schemes and technology assisted crime such as online banking
- Strong leadership skills and the ability to lead a team within a complex 24/7 contact centre environment
- A proven track record in managing daily team operations to consistently achieve business objectives and maintain high performance standards
- Proficient in documenting processes to ensure thoroughness and alignment with operational best practices
- Experience in implementing and improving quality processes to drive continuous improvement and enhance client satisfaction.
- Effective in managing escalations and resolving service issues promptly, maintaining operational continuity and client satisfaction
What you'll be responsible for
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Process Management and Ongoing Improvement
Manage and improve organizational processes to minimize complexities and increase productivity
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Execution and Project Management
Plan and deliver project plans by managing people, resources, budget, and timelines, to support the organization’s goals
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Stakeholder Engagement
Partner with stakeholders to understand specifications, business requirements, and communicate insights
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Creativity
Generates multiple innovative/new/novel ideas to solve a problem
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Numerical problem solving
Works with numerical information and performs mathematical calculations to solve problems