Lead Triage & Pathway Decisions - Scams (Hybrid)

Australian Financial Complaints Authority Limited; Sydney; Híbrido; AUD 120.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working 3 days in the office

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Inclusive leave options

Descripción de la vacante

The Australian Financial Complaints Authority (AFCA) is recruiting a Manager, Triage, Assessment & Prioritisation for its Scams team in Sydney. You will lead a high-performing team responsible for assessing scam complaints, directing cases to the correct pathway, and ensuring timely, well-reasoned decisions.

This role combines leadership, investigation and dispute resolution with meaningful consumer impact.

Formación

• Experience in a high-volume complaints environment.
• Proven ability to lead teams that include experienced or senior practitioners.
• Strong investigative and dispute-resolution capabilities.
• Ability to manage queues, priorities and meet service standards.
• Demonstrated trauma-informed, empathetic communication and decision-making.
• Sound judgement and ability to remain calm under pressure.

Responsabilidades

• Lead, coach and develop your team, building capability and confidence in complaint assessment, jurisdiction and pathway decisions.
• Manage workflow and complaint allocation, balancing urgency, complexity and team capability while prioritising high-harm matters.
• Oversee the quality of assessments and early resolution, ensuring decisions are well reasoned and communicated clearly.
• Monitor complaint progression, remove blockers and ensure matters move through the appropriate pathway.
• Champion a trauma-informed, human-centred approach, helping consumers feel heard while minimising re-traumatisation.
• Support team wellbeing and psychological safety in a challenging environment.
• Identify emerging themes, risks and potential systemic issues and elevate them appropriately.
• Work closely with Customer Service, Dispute Resolution, Jurisdiction and Legal, Information and Insights and other teams to provide a coordinated consumer experience.
• Help prepare the TAP function for launch by testing processes and systems and identifying readiness issues.

Conocimientos

Complaints handling

Dispute resolution

Regulatory compliance

Team leadership

Stakeholder management

Educación

Tertiary qualification or equivalent

Descripción del empleo

The Australian Financial Complaints Authority (AFCA) is recruiting a Manager, Triage, Assessment & Prioritisation for its Scams team in Sydney. You will lead a high-performing team responsible for assessing scam complaints, directing cases to the correct pathway, and ensuring timely, well-reasoned decisions.

This role combines leadership, investigation and dispute resolution with meaningful consumer impact.