Director, Scams Prevention Framework Operations

AFCA; Sydney; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Job summary

AFCA seeks a Director, SPF Operations to provide strategic leadership for the design, implementation and evolution of AFCA's Scams Prevention Framework external dispute resolution operating model.

The role focuses on governance, capability, performance and customer outcomes, operating under a trauma-informed, human-centred approach and driving continuous improvement across government, regulators, industry and consumer stakeholders.

Qualifications

• Extensive leadership experience in establishment and running of dispute resolution, complaints, regulatory or large-scale operational environments.
• Demonstrated capability in operational performance management, workforce planning and change leadership.
• Experience leading large teams through growth, transformation and complex operational challenges.
• Industry experience in Digital, Telecommunications or Banking desirable.
• Some understanding of complaint handling, jurisdiction assessment and customer service delivery would be beneficial.
• Strong stakeholder engagement, influencing and decision-making skills.

Responsibilities

• Leads SPF EDR strategic, business and operational plans while fostering accountability and high performance.
• Oversees end-to-end dispute resolution, from intake to final decision, ensuring fairness and quality.
• Sets enterprise vision for information, data governance and reporting with governance and compliance in mind.
• Owns service standards, KPIs and capacity planning to meet demand and customer needs.
• Drives continuous improvement, innovation and equity of access across SPF operations.
• Collaborates with external stakeholders to align on issues and strengthen consumer protection outcomes.

Skills

Leadership

Dispute resolution

Regulatory expertise

Stakeholder engagement

Change leadership

Customer focus

Job description

Director, Scams Prevention Framework Operations

• Full-time

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.

From 31 March 2027, consumers and small businesses can make a scam complaint to AFCA under the SPF following an internal dispute resolution process through the introduction of world first legislation to strengthen consumer protections.

The Director, SPF Operations provides strategic leadership for the design, implementation and ongoing evolution of AFCA's Scams Prevention Framework (SPF) external dispute resolution operating model. Accountable for operational strategy, governance, capability and performance, the role ensures the delivery of an efficient, fair and sustainable scheme that meets legislative requirements, supports exceptional customer outcomes and maintains confidence in AFCA's role as an independent dispute resolution body.

As a foundational executive leadership role, the Director, SPF Operations shapes AFCA's long-term approach to scams dispute resolution by establishing scalable frameworks, organisational capability and assurance mechanisms that support current and future demand. The role will enable a cohesive and effective end-to-end dispute resolution service and a positive experience for customers. The role champions a trauma-informed, human-centred approach, drives innovation and continuous improvement, and provides strategic leadership across government, regulatory, industry and consumer stakeholder relationships to strengthen consumer protection outcomes and advance understanding of emerging scam harms.

The position ensures complaints are managed in accordance with applicable laws, AFCA Scams Rules, procedural fairness principles, service standards and customer experience expectations. The appointment of this role coincides with AFCA’s design and implementation of the SPF EDR scheme, ultimately performing a critical build and post-launch strategic leadership function.

Key accountabilities:

Strategic Leadership and Planning

• Leads the development and implementation of SPF EDR strategic, business and operational plans while fostering a culture of accountability, collaboration, continuous improvement and high performance.
• Ensures AFCA can effectively respond to changing demand, emerging scam trends and evolving jurisdictional requirements while maintaining quality, consistency and fairness for all parties.

End-to-End Operations Management

• Development and leadership oversight of the complaint intake, registration, Rules assessment and prioritisation through to end-to-end Dispute Resolution.
• Set the enterprise vision, strategy and operating model for Information & Insights, Reportable Matters and Data, fostering a culture of evidence-based decision-making, accountability and continuous improvement while ensuring the organisation maintains strong governance, regulatory compliance, data integrity, and insight-driven performance across all areas of the business.

Operational Performance and Capacity Management

• Own delivery against service standards, KPIs and timeliness measures.
• Optimise workforce planning, resource allocation and workflow management to respond effectively to complaint volumes, ageing and emerging demand.

Quality, Fairness and Decision Integrity

• Ensure outcomes are delivered in accordance with law, AFCA Scams Rules and fairness principles.
• Provide oversight of quality, consistency, transparency and procedural fairness, including guidance on complex or high-risk jurisdictional matters.

Leadership and Capability Development

• Lead and develop a high-performing operational workforce, building leadership capability, technical expertise, engagement and accountability to deliver exceptional customer and organisational outcomes.

Continuous Improvement and Service Experience

• Drive improvements in processes, systems and service delivery to enhance efficiency, consistency and customer experience.
• Leverage insights, data and feedback to identify opportunities for innovation and operational excellence.
• Embed equity of access across SPF operations by ensuring processes, systems and service delivery are flexible, accessible and responsive to customers’ different needs, circumstances and capacities.

Enterprise and External Engagement

• Collaborate across AFCA and with external stakeholders, including member firms, regulators, consumer representatives and industry bodies, to support alignment, identify emerging issues and contribute to improved dispute resolution outcomes and sector practices

To be successful in this role, you will need:

• Extensive leadership experience in establishment and running of dispute resolution, complaints, regulatory or large-scale operational environments.
• Demonstrated capability in operational performance management, workforce planning and change leadership.
• Experience leading large teams through growth, transformation and complex operational challenges.
• Industry experience in either Digital, Telecommunications or Banking desirable.
• Some understanding of complaint handling, jurisdiction assessment and customer service delivery would be beneficial
• Strong stakeholder engagement, influencing and decision-making skills.
• Commitment to fairness, customer focus and continuous improvement.

• 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 [emailprotected] .

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.