Head of Scams Dispute Resolution

AFCA; Sydney; Hybrid; AUD 190,000 - 230,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working – two days a week in a]

Additional and inclusive leave options

Job summary

AFCA is seeking a Senior Manager, Dispute Resolution, Scams to establish and lead the new scams Dispute Resolution function. You will build a scalable operation, set standards, and ensure fair, trauma-informed outcomes for complex scam complaints.

Working with the Director, Operations, Scams and senior leaders, you will shape strategy, budget, workforce planning and performance—delivering a world-first approach in scam dispute resolution with hybrid office presence.

Qualifications

• Senior leadership experience in a complex, high-volume dispute resolution, regulatory or service operation.
• Experience establishing, growing or transforming a function while contributing to broader organisational strategy.
• Advanced investigative and dispute resolution expertise, with judgment to guide Managers and oversee complex outcomes.
• Experience managing operational budgets and workforce plans, using demand and capacity data.
• Strong track record of building high-performing teams and developing capable leaders.
• Experience designing services around the customer journey with trauma-informed practice.

Responsibilities

• Establish the Dispute Resolution function for commencement on 31 March 2027, ensuring its people, processes and systems are ready for launch.
• Lead Managers and senior technical experts responsible for resolving complex scam complaints through investigation, negotiation and conciliation.
• Set the strategic direction and business plan for Dispute Resolution, including measurable priorities, risks, resources and performance expectations.
• Build leadership depth by coaching Managers, developing future leaders and creating high-performing, resolution-focused teams.
• Shape a coordinated consumer journey across triage, customer service, dispute resolution, decision-making and outcome implementation.
• Champion a trauma-informed, human-centred approach that promotes safety, trust, transparency, choice and collaboration.
• Drive performance across timeliness, productivity, quality, consumer participation and implementation of outcomes without compromising fairness or consumer safety.
• Oversee complex and escalated complaints, applying sound judgement to specialist and legal advice.
• Manage the function’s budget and workforce plan, using demand, capacity and handling-time data to guide resourcing decisions.
• Lead change and continuous improvement, ensuring new practices are effectively adopted and sustained.
• Champion the safe and accountable use of approved technology and AI, with human judgement retained for every decision.
• Translate complaint outcomes, scam trends and regulated-entity conduct into insights that support systemic issue identification, better industry practice and the prevention of future harm.
• Build constructive relationships with regulated entities, industry associations, regulators and consumer groups.

Skills

Senior leadership

Dispute resolution

Budget management

Stakeholder management

Change leadership

Education

Tertiary qualifications

Postgraduate qualifications

Job description

AFCA is seeking a Senior Manager, Dispute Resolution, Scams to establish and lead the new scams Dispute Resolution function. You will build a scalable operation, set standards, and ensure fair, trauma-informed outcomes for complex scam complaints.

Working with the Director, Operations, Scams and senior leaders, you will shape strategy, budget, workforce planning and performance—delivering a world-first approach in scam dispute resolution with hybrid office presence.