Lead, Scams Dispute Resolution & Consumer Protection

AFCA; Melbourne; Híbrido; AUD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gold AWEI Accreditation

Family Friendly Workplace

Hybrid working

Inclusive leave

Descripción de la vacante

AFCA is seeking a Manager, Dispute Resolution, Scams to lead a team handling complex scam complaints and help shape consumer protection in Australia. This role blends leadership, investigation and dispute resolution expertise to deliver fair outcomes for consumers affected by scams.

The role is hybrid, with three days in the Melbourne office. You will coach dispute resolution specialists, allocate cases, monitor progress and ensure high-quality assessments and communications while advancing the

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.
• Sound judgement and the ability to make accountable decisions under pressure.
• Strong analytical and problem-solving skills, particularly in an operational environment.
• The ability to build effective relationships with consumers, regulated entities and diverse internal stakeholders.
• Relevant tertiary qualifications and/or equivalent professional experience.

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 elevate these appropriately.
• Contribute to the establishment and continuous improvement of theScams Dispute Resolution function.

Conocimientos

Dispute resolution

People leadership

Investigative skills

Trauma-informed communication

Analytical abilities

Stakeholder management

Educación

Tertiary qualifications or equivalent professional experience

Descripción del empleo

AFCA is seeking a Manager, Dispute Resolution, Scams to lead a team handling complex scam complaints and help shape consumer protection in Australia. This role blends leadership, investigation and dispute resolution expertise to deliver fair outcomes for consumers affected by scams.

The role is hybrid, with three days in the Melbourne office. You will coach dispute resolution specialists, allocate cases, monitor progress and ensure high-quality assessments and communications while advancing the