Manager External Fraud

At Kiwibank, we’re challenging the status quo by leading the way in fraud prevention and customer protection. Our Customer Protection Team is at the heart of protecting Kiwibank and our customers from fraud and scams. We’re a fast‑paced, expert group that responds to fraud and scams across all channels, working together to prevent fraud loss and resolve cases quickly. With a strong focus on care and performance, we support each other to deliver industry‑leading results and customer experiences.

The Customer Protection Team supports our frontline teams across the bank to deliver on our ground‑breaking brand and customer service promises, playing a key role in protecting the financial interests of both our customers and our own business.

Kō tātou tēnei. Hei kawe i ngā mahi kia tutuki | This is us. Where making an impact matters.

Lead and drive the External Fraud Team in protecting the Bank’s customers and the Bank from the financial, emotional, and reputational impacts of fraud, scams, and fraudulent scheme card transactions. You will manage team members and support the Senior Customer Protection Lead to deliver industry‑leading results and customer experiences through the detection, investigation, and mitigation of external fraud and scams.

Ko tātou tēnei. Kia hāpai i ō pūkenga | This is us. Where your expertise matters.

At Kiwibank, we will help you build on your strengths and develop new skills, but in the meantime, we would love to hear from you if you have some of the following skills and experience :

• Proven experience in people and team management with strong leadership skills
• Prior management of a large team including managing shift work rosters
• Ability to inspire, motivate, and guide team members to achieve goals
• Experience in fraud operations, transaction monitoring, sanctions screening, or similar environments
• Strong relationship management skills with the ability to build trust and maintain positive relationships with stakeholders
• Ability to balance competing priorities, complex situations, and deadlines
• Proven ability to drive sustainable change through continuous improvement and project‑driven initiatives
• Strong process improvement and risk management skill sets
• Strong financial and commercial acumen

You do not need to tick every box here to be considered! Above all we are looking for someone who embodies Kiwibank’s purpose and values, (Ngā Kauwaka), and someone who thrives in a vibrant and inclusive work environment.

Tono mai |Apply Now – Join our Kiwibank team and grow your career in an environment where you can belong. Please take a few moments to complete our application form by clicking on the APPLY NOW button below. We look forward to hearing more about you.

Applications close on November 26th. We will be reviewing resumes throughout the advertising period and may withdraw the ad at any time.

For more detailed information on the role, please see the attached Position Description : PD Manager External Fraud

Work from Anywhere – Stay Connected to Our Hubs

This role offers flexibility to work from various locations across Aotearoa. While you can work remotely most of the time, you’ll need to be based near one of our main hubs for in‑office days and team collaboration.

Our hubs are located in key centres throughout New Zealand, so you’ll have options that work for you while still staying connected to the heart of our business.

Ko tātou tēnei - Hei hāpai i a koe, me tō whānau |This is us. Where you and your whānau matter.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work – this is Kiwibank. A place where you can belong and thrive – we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.

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