Senior Manager, Customer Protection

About the role

As a Senior Manager in the Customer Protection team at ANZ, you will lead efforts to safeguard customers from fraud and scams across New Zealand. You will work closely with internal partners, other financial institutions and government agencies to shape fraud‑prevention strategies, manage emerging risks and improve outcomes for customers.

Key responsibilities

• Lead risk‑informed change initiatives that embed governance, controls and fraud‑risk management across the business.
• Provide subject‑matter expertise on fraud and scams, identify emerging threats and influence decision‑making.
• Partner with stakeholders to design sustainable solutions that balance customer, regulatory and commercial objectives.
• Drive the uplift of fraud, risk and control frameworks through assessments, reviews and remediation projects.
• Oversee the management of fraud and scam cases, making risk‑based decisions, handling escalations and minimizing losses.

Required profile

• Strong understanding of operational risk, controls, governance, regulatory obligations and customer‑protection principles.
• Proven experience leading business‑change initiatives and embedding lasting outcomes in complex environments.
• Deep knowledge of fraud and scam risks, including emerging trends.
• Ability to make sound judgement under pressure and communicate effectively with senior stakeholders.

Required skills

What we offer

• Permanent, full‑time role based in Auckland or Wellington.
• Opportunity to influence the fraud landscape for a major bank.
• Supportive environment encouraging learning, growth and innovation.