Reporting into the Technical Support Manager, this is a technical based role where you will be required to build a comprehensive knowledge of TOMRA Reverse Vending Machine (RVM) functionality, including hardware and software, with particular focus on the RVM beverage container recognition process. This knowledge will then be applied to investigate anomalies reported by the machines, to understand the basis for these anomalies, and recommend measures and risk mitigations to minimise future incidents.
This position will have a responsibility across Compliance and Loss Prevention functions and will be responsible for driving TOMRA’s loss prevention strategy to ensure reputational, legal and regulatory requirements are always upheld, by minimising fraud committed on the range of services and products that we provide internal and external stakeholder management is also paramount, to effectively provide timely and accurate investigations into incidents. Internal Audits at TOMRA-operated sites are also required to be performed in our various jurisdictions throughout Australia.
Additionally, this role will be responsible for leading, mentoring and managing the Quality Control Officers and the Database Expert.
The role will involve delivery of training to internal and external stakeholders to ensure all are aware of various policies when visiting TOMRA sites.
Travel to various sites across NSW, QLD and WA will be required for this role.
Some other tasks you may perform include:
- Build an understanding of TOMRA Collection Australia’s product portfolio and processes
- Build a comprehensive understanding of the RVM hardware and software, especially the RVM recognition process
- Detect, record and investigate any fraud attempts against TOMRA or our customers
- Maintain TOMRA’s audit program, ensuring processes and practices are designed to minimise fraud and other business risks
- Preparation and drafting of investigation plans, correspondence, reports and memorandums
- Provide written correspondence on investigation findings and identified risks
- Responsible for coordinating responses in relation to fraud reporting commitments with external bodies, including government agencies
- Managing and conducting the training/development of fraud and other business risk initiatives
- Regular reporting to the Leadership Team
- Contribute to a high standard of service to all internal/external clients through building effective working relationships with relevant parties
- Host and manage Loss Prevention meetings, both internal and external
- Analysing data gathered from the RVMs – suggest, test and implement any performance improving actions
- Work closely with the Database Specialist (direct report) to find a balance between minimising fraud but optimising acceptance rates
- Work closely with the Quality Control Officers (direct reports) to not only ensure TOMRA meets its contractual obligations, but to highlight any possible business risks throughout the various state networks
