Customer Protection Team Lead

About the role

The Customer Protection Team Lead will join the Manila Customer Service Operations Leadership Team at ANZ. You will act as a Customer Champion, overseeing a group of frontline leaders while driving the performance of the Fraud and Scams team. The role combines people development, operational excellence and strategic input on emerging fraud and regulatory challenges.

Key responsibilities

• Lead and coach a team of frontline leaders to achieve financial and service targets.
• Monitor workflow, service standards and risk indicators, ensuring compliance with operational management programmes.
• Maintain accurate documentation, audit trails and robust processes for fraud and scam handling.
• Collaborate with internal stakeholders and external customers to resolve issues and improve service delivery.
• Identify, develop and implement continuous improvement initiatives across the centre.
• Support 24x7 operations, including flexible shift schedules.

Required profile

• Proven experience in leading customer‑service or contact‑centre teams.
• Strong coaching and mentoring abilities.
• Excellent communication skills for interaction with internal stakeholders and external customers.
• Ability to work in a dynamic, regulatory‑driven environment.
• Commitment to ANZ values and a customer‑first mindset.

Required skills

What we offer

• Permanent, full‑time position with competitive benefits.
• Hybrid work model (50% onsite, 50% remote) after an initial three‑month training period.
• Opportunity to shape ANZ’s future fraud‑prevention strategy.