Senior Hypercare Manager

• Job number:

  806934

• Primary position location:

  Australia-wide

• Primary position location:

  NSW- Sydney CBD

• Primary position location:

  QLD- Brisbane inner

• Primary position location:

  VIC- Melbourne CBD

• Category:

  Compliance, Regulatory Risk & Financial Crime

• Work type:

  Permanent Full time

• Opening at: Apr 21 2026 - 06:00 AEST

• Closing at: Apr 27 2026 - 17:00 AEST

• Make a meaningful difference for customers at their most vulnerable moments.

• Lead a specialised, high‐impact capability within Fraud Services.

• Opportunity to work closely with senior leaders, risk specialists and external support networks.

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of a Senior Hypercare Manager, you will join the Fraud Operations Team and lead a dedicated hypercare capability focused on supporting customers most severely impacted by fraud and scams. This is a critical role providing end‐to‐end ownership for high‐risk, vulnerable customers, ensuring rapid stabilisation, protection from further harm and coordinated recovery support.

Each day, you’ll go above and beyond to:

• Own the end‐to‐end hypercare response for high‐risk, scam‐impacted customers, ensuring timely intervention and coordinated recovery outcomes.
• Exercise sound judgement over triage, prioritisation and escalation, with a strong focus on vulnerable customers and repeat‐victimisation risk.
• Lead cross‐functional coordination across fraud operations, remediation, complaints, risk and customer care teams.
• Monitor and strengthen hypercare outcomes, identifying opportunities to improve response models, escalation pathways and customer protection controls.
• Engage external support agencies and industry partners where required to deliver holistic customer outcomes.

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

• Extensive experience in fraud, scams, customer remediation or similar role within financial services or regulated environments.
• Proven ability to lead and coordinate end‐to‐end outcomes across fraud operations, remediation, complaints and risk teams.
• Deep fraud and scam domain expertise, with strong understanding of customer vulnerability.
• Strong ownership and decision‐making capability.
• Proven ability to influence and collaborate across multiple teams, including engagement with external support agencies.

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That’s why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs), we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, or alternate methods to apply for this role, please visit . To discuss adjustment requirements, please contact the NAB Careers team via [email protected] (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.