Director, Scams Prevention Framework Legal

AFCA; Sydney; Hybrid; AUD 250,000 - 400,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is seeking a Director, Scams Prevention Framework Legal in Australia to develop and implement the scams decision-making function, providing technical and professional direction. This board-appointed role holds ultimate accountability for fair, timely decisions in complex scams disputes across financial, telecoms and digital platform firms.

The successful candidate will shape AFCA’s approach, engage at senior levels with stakeholders, and influence national consumer protection practice in a

Qualifications

• Distinguished legal credentials with consumer law expertise.
• Proven executive-level judgment with accountability for complex outcomes.
• Strategic thinking and analytical acumen to distil legal concepts into guidance.
• Influential communication and negotiation with senior stakeholders.
• Visionary leadership and consultative approach to drive best practice.
• 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 and provide professional direction.
• Shape AFCA’s technical dispute-resolution policy and influence industry practice.
• Engage with consumers, trustees, insurers, regulators and stakeholders at senior levels.
• Ensure fair, timely decisions for complex scams disputes across sectors.
• Lead and communicate AFCA’s approach to prevent future disputes.

Skills

Distinguished legal credentials

Executive-level judgment

Strategic thinking

Analytical acumen

Influential communication

Negotiation skills

Visionary leadership

Independence and impartiality

Product law knowledge

Job description

• Contract

Company Description

Fairness feels good

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.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [e-mail].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established 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.