Director, Scams Prevention Framework Legal

Australian Financial Complaints Authority; Sydney; Hybrid; AUD 220,000 - 340,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) in Sydney seeks a Director, Scams Prevention Framework Legal, to lead the development and implementation of the scams decision-making function. This senior role provides technical and professional direction, ensuring fair, timely decisions in complex scams complaints across financial, telecoms and digital platform sectors.

The successful candidate will shape AFCA’s dispute-resolution policy, influence industry practice, and engage with regulators,

Qualifications

• Distinguished legal credentials and extensive consumer law expertise.
• Proven executive-level judgment with accountability for complex outcomes.
• Strategic thinking and ability to distil intricate legal concepts into guidance.
• Influential communication and negotiation with senior stakeholders across industry.
• Visionary leadership and a collaborative, consultative approach.
• Unwavering independence and impartiality in decision-making.
• Deep knowledge of relevant product law, regulation and industry standards.

Responsibilities

• Develop and implement the scams decision-making function with technical and professional direction.
• Shape AFCA's technical dispute resolution policy and guide industry practice.
• Communicate AFCA’s approach to prevent future disputes to stakeholders.
• Engage with consumers, trustees, insurers, regulators and government at a senior level.

Skills

Legal credentials

Executive judgment

Strategic thinking

Stakeholder engagement

Visionary leadership

Independence & impartiality

Product/industry knowledge

Job description

Australian Financial Complaints Authority – Sydney NSW

5d ago , from Australian Financial Complaints Authority AFCA

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Join AFCA at the forefront of one of Australia’s most significant consumer protection programs.

Scams are one of the fastest-growing threats facing Australians, and AFCA has been appointed by the Federal Government to be the single External Dispute Resolution (EDR) scheme under the Scams Prevention Framework (SPF). From 31 March 2027, consumers and small businesses will have access to a world-first dispute resolution service that considers the role of banks, telecommunications providers and digital platforms in scam complaints.

As part of this pioneering program, you’ll help deliver a new standard of consumer protection and contribute to shaping Australia’s response to scams.

Job Description

This is a Board-appointed role | 5-year renewable term

As Director, Scams Prevention Framework Legal, this is a fantastic opportunityto develop and implement the scams decision-making function, providing technical and professional direction. This role holds ultimate decision accountability to ensure fair, consistent and timely decisions for complexscams complaints between consumers and financial, telecommunications and digital platform firms.

This rolerequires extensive technical,legaland executive experience and a person who isvalue-ledandpurpose driven.The successful candidate willshape AFCA’s technicaldispute resolutionpolicy, guideand influence industry practice, anddevelop andcommunicateAFCA’sapproach to prevent future disputes.

As the face of AFCA in the scams sector, youwillengageat a senior executive levelwithconsumers,trustees, insurers,peak bodyassociations,regulators, governmentand other stakeholders to champion effective dispute resolution and financial fairness.

Qualifications

To be successful in this role, you will need:

• Distinguished legal credentialsand extensiveexpertisein consumer law and practice
• Proven executive-level judgment,operatingindependently with full accountability for complex outcomes
• Strategic thinking and analytical acumen, with the ability todistilintricate legal concepts into clear, actionable guidance
• Influential communication and negotiation skills, engaging confidently with senior stakeholders across industry and community
• Visionary leadership and consultative approach,fostering collaboration and driving best practice
• Unwavering independence and impartiality, ensuring integrity in decision-making
• Deep knowledge of relevant product law, regulation, and industry standards

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modernoffices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.