As the next Team Lead, Fraud & Dispute Operations, you'll play a key role in leading a team responsible for managing fraud investigations and dispute cases across our products. You'll guide your team through complex and time‐sensitive situations, ensuring customers are supported with care while delivering accurate, compliant outcomes. This role combines people leadership with operational oversight. You'll drive team performance, strengthen controls, and continuously improve how we manage fraud and disputes while working closely with stakeholders across the business to deliver consistent, high‐quality outcomes. This is a permanent role based in Sydney.
What you'll do
* Lead and develop a team, supporting performance, engagement, and capability building.
* Oversee fraud and dispute investigations, ensuring accurate and timely case resolution.
* Monitor team performance against KPIs and service standards, identifying areas for improvement.
* Manage operational risk by identifying control gaps and ensuring compliance with regulatory requirements.
* Provide subject matter expertise and support continuous improvement across Fraud Operations.
* Work closely with internal and offshore stakeholders to deliver consistent outcomes.
What we're looking for
* Experience leading a high‐performing team within banking and a strong understanding of fraud, disputes, or risk processes.
* Proven ability to manage performance and coach team members.
* Strong problem‐solving skills and sound decision‐making capability.
* Effective communication and stakeholder management skills.
* A proactive approach with the ability to identify improvements and challenge processes.
Benefits
* Discounted ING Health Insurance
* An additional Rest Day to support your wellbeing
* An IMPACT day to volunteer on approved sustainability activity
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