Head of Scam Dispute Resolution – Hybrid Leader

Australian Financial Complaints Authority Limited; Melbourne; Híbrido; AUD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Accredited Family Friendly Workplace

Descripción de la vacante

Australian Financial Complaints Authority in Melbourne seeks an experienced dispute resolution leader to lead a team resolving scam complaints and help shape a new era of consumer protection in Australia.

You will combine leadership, investigative and dispute resolution expertise to support consumers affected by scams, with a hybrid work model requiring three days in the office each week. The role emphasizes compassionate leadership, team wellbeing and high-quality outcomes.

Formación

• Experience in dispute resolution, financial services, telecommunications, legal, regulatory or a related environment.
• Experience leading and developing complaint or case-management professionals, including coaching, performance and wellbeing.
• Substantial investigative and dispute resolution experience, with the ability to coach others and oversee the quality of complex assessments and outcomes.
• Strong trauma-informed communication skills and confidence guiding others through difficult conversations.

Responsabilidades

• Lead, coach and develop a team of complaint and dispute resolution professionals.
• Allocate complaints based on complexity, capability and capacity, keeping the focus on fair resolution as early as possible.
• Monitor case progression, remove roadblocks and ensure complex complaints continue to move towards resolution.
• Oversee the quality of assessments, settlement terms and key correspondence, ensuring outcomes are fair, consistent, well-reasoned and clearly communicated.
• Manage escalations involving complex or unusual matters from your team, consumers and regulated entities.
• Champion a trauma-informed, human-centred approach that treats consumers with dignity and minimises the risk of re-traumatisation.
• Create a psychologically safe environment and actively support the wellbeing of team members undertaking challenging work.
• Identify emerging patterns, risks and potential systemic issues through complaint handling and escape these appropriately.
• Contribute to the establishment and continuous improvement of theScams Dispute Resolution function.

Conocimientos

Dispute resolution

People leadership

Investigative skills

Stakeholder management

Trauma-informed comms

Educación

Tertiary qualifications

Descripción del empleo

Australian Financial Complaints Authority in Melbourne seeks an experienced dispute resolution leader to lead a team resolving scam complaints and help shape a new era of consumer protection in Australia.

You will combine leadership, investigative and dispute resolution expertise to support consumers affected by scams, with a hybrid work model requiring three days in the office each week. The role emphasizes compassionate leadership, team wellbeing and high-quality outcomes.