Head of Customer ProtectionWork From Anywhere

Brisbane, Hobart or Bundaberg

Senior leadership role protecting customers and strengthening trust!

MyState Limited is a financial services group with a clear commitment to earning and maintaining customer trust. Protecting customers from fraud, scams and financial crime is central to that commitment and to the long-term strength of our organisation. 

We are seeking a Head of Customer Protection to lead our Financial Crime Operations function and set direction for customer protection within the banking division. 

Reporting to the Chief Operating Officer, this role provides strategic leadership and operational ownership, ensuring customers are protected, supported and treated fairly, while the bank remains resilient, compliant and trusted. 

The Opportunity 

As Head of Customer Protection, you will be accountable for safeguarding customers, the organisation and the broader community from financial crime, fraud and scams. You will lead a multidisciplinary team of approximately 20 and own the first line strategy and execution for customer protection across MyState. 

This role plays a critical role in shaping how MyState prevents harm, detects emerging threats and responds when customers are impacted. You will influence how customer protection is embedded across processes, technology and decision-making, while ensuring customer experiences are fair, timely, transparent and handled with care. 

The role works closely with Risk, Technology, Digital, Operations, Customer teams and external stakeholders, including regulators and industry bodies. 

Key Accountabilities 

• Set and lead the Financial Crime Operations and Customer Protection strategy, including AML/CTF operations, transaction monitoring, customer due diligence and suspicious matter reporting 
• Lead the execution of the fraud and scam prevention framework, with a strong focus on early detection, disruption and reducing customer harm 
• Ensure customer impacts are considered in all design and operational decisions, balancing protection with appropriate and respectful customer experiences 
• Provide clear executive and Board reporting on customer harm, fraud trends, financial crime risk and emerging threats 
• Deliver strong governance, control assurance and regulatory compliance 
• Strengthen operating models, technology capability and third-party partnerships to better protect customers 
• Build and lead high performing teams anchored in accountability, risk discipline and advocacy for customer outcomes 

The Leader We Are Looking For 

This role will suit a senior leader who has operated at the intersection of financial crime, customer protection and operational execution within a regulated environment. 

You are likely to bring: 

• Senior leadership experience in banking, financial services or similarly regulated industries 
• Proven expertise leading Financial Crime Operations, fraud and scam prevention functions 
• Strong understanding of AML/CTF, fraud, scam and conduct obligations 
• Experience leading large operational teams with accountability for customer and risk outcomes 
• Sound judgement, credibility at executive level and a calm, considered leadership style 

Most importantly, you bring a deep commitment to protecting customers, doing the right thing and reducing harm, even in complex or high-pressure situations. 

Why Join MyState 

• A senior leadership role with direct executive exposure 
• Meaningful influence over how customers are protected and supported across the organisation 
• The opportunity to shape strategy, operating models and responses to evolving scam and fraud risks 
• Work within an AS listed organisation focused on long-term trust and sustainability 
• A collaborative leadership culture that values accountability, care and sound decision-making 

Our Values, in Action 

At MyState, our values guide how we lead and how we protect our customers: 

• Create customer wow by acting quickly, fairly and humanely when customers are impacted 
• Chase the better by continuously strengthening how we prevent fraud, scams and financial crime 
• Collaborate to win by working across teams and with industry partners to reduce harm 

This role is central to bringing these values to life at moments that matter most for our customers. 

Apply Now!

Apply here by Sunday 19th April. Please note only applications made through this channel can be accepted by this date.

For any questions, please reach out to talent@mystate.com.au.

We celebrate diversity and are committed to creating an inclusive workplace. We welcome applications from people of all backgrounds, identities, and abilities. If you need adjustments during the recruitment process, please let us know.

Employment with MyState is subject to background checks including Bankruptcy, Police, and Credit checks to verify your suitability to work in the finance sector.