Lead Scam Dispute Resolution Team

AFCA; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

AWEI accreditation 2025

Family-friendly workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is seeking a Manager, Dispute Resolution (Scams) to lead a team resolving complex scam complaints. This hybrid role combines leadership, investigative oversight and critical consumer protection work within Australia’s financial ombudsman framework.

You’ll guide a team of Dispute Resolution Specialists, champion fair outcomes, and advance the Scams Dispute Resolution function while ensuring wellbeing and accountability across the team.

Qualifications

• Senior leadership experience in dispute resolution or related environment.
• Proven ability to coach and develop professional teams.
• Strong investigative and dispute resolution capabilities.
• Trauma-informed communication with diverse consumers.
• Sound judgement and decision-making under pressure.
• Excellent analytical and problem-solving skills in operations.
• Ability to build relationships with consumers, regulated entities and stakeholders.

Responsibilities

• Lead, coach and develop a team of dispute resolution professionals.
• Allocate cases based on complexity, capability and capacity to achieve fair outcomes.
• Monitor case progression and remove roadblocks to resolution for complex complaints.
• Oversee the quality of assessments, settlement terms and communications.
• Manage escalations from team, consumers and regulated entities.
• Champion trauma-informed, human-centred approaches and wellbeing of the team.
• Identify patterns and systemic issues from complaint handling and elevate them.
• Contribute to ongoing establishment and improvement of the Scams Dispute Resolution function.

Skills

Leadership

Dispute resolution

Investigative skills

Trauma-informed communication

Analytical thinking

Stakeholder management

People development

Education

Tertiary qualifications or equivalent experience

Job description

AFCA is seeking a Manager, Dispute Resolution (Scams) to lead a team resolving complex scam complaints. This hybrid role combines leadership, investigative oversight and critical consumer protection work within Australia’s financial ombudsman framework.

You’ll guide a team of Dispute Resolution Specialists, champion fair outcomes, and advance the Scams Dispute Resolution function while ensuring wellbeing and accountability across the team.