Head of Scams Dispute Resolution (Hybrid, Impact)

AFCA; Melbourne; Hybrid; AUD 190,000 - 230,000; 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, the Australian Financial Complaints Authority, invites a seasoned senior manager to establish the Dispute Resolution function for scams. You will lead multiple teams, set standards, and ensure trauma-informed, fair outcomes across complex scam cases.

This hybrid role starts ahead of the 31 March 2027 launch window, with a focus on scalable operations, budget and workforce planning, and stakeholder collaboration with regulators, industry bodies and consumer groups.

Qualifications

• Senior leadership experience running complex dispute resolution or regulatory operations.
• Experience establishing or transforming a function while contributing to strategy.
• Advanced investigative and dispute resolution expertise with sound judgement.

Responsibilities

• Establish the Dispute Resolution function for commencement on 31 March 2027.
• Lead Managers and senior experts in resolving complex scam complaints.
• Set strategic direction, priorities, risks and performance expectations.
• Build leadership depth and high-performing, resolution-focused teams.
• Shape a coordinated consumer journey across triage, service and outcomes.
• Champion trauma-informed, human-centred approaches in all decisions.
• Oversee budgets, workforce plans and resourcing based on data.
• Drive continuous improvement and adoption of new practices.

Skills

Senior leadership

Dispute resolution

High-volume operations

Budget management

Stakeholder management

Trauma-informed practice

Education

Postgraduate qualifications

Job description

AFCA, the Australian Financial Complaints Authority, invites a seasoned senior manager to establish the Dispute Resolution function for scams. You will lead multiple teams, set standards, and ensure trauma-informed, fair outcomes across complex scam cases.

This hybrid role starts ahead of the 31 March 2027 launch window, with a focus on scalable operations, budget and workforce planning, and stakeholder collaboration with regulators, industry bodies and consumer groups.