Manager, Dispute Resolution, Scams

AFCA; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Gold AWEI Accreditation

Family Friendly Workplace

Hybrid working

Inclusive leave

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Dispute resolution

People leadership

Investigative skills

Trauma-informed communication

Analytical abilities

Stakeholder management

Education

Tertiary qualifications or equivalent professional experience

Job description

The Australian Scams Ombudsman team at AFCA is taking shape

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

Job Description

Lead a team resolving complex scam complaints and help shape a new era of consumer protection in Australia.

We’re looking for an experienced dispute resolution leader to lead and develop a team responsible for resolving scam complaints fairly, thoroughly and efficiently.This is an opportunity to combine your leadership, investigative and dispute resolution expertise with meaningful work supporting consumers impacted by scams.

This is a hybrid role working 3 days per week from the office.

What you’ll be doing:

As Manager, Dispute Resolution, Scams, you’ll lead a team of Dispute Resolution Specialists and Senior Dispute Resolution Specialists, creating a high-performing, supportive and accountable environment.

You’ll:

• 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.

Qualifications

You’ll be an experienced people leader with strong investigative and dispute resolution capability, sound judgement and the confidence to lead others through complex matters.

• 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.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modernoffices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [e-mail].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.