Manager, Scams Dispute Resolution — Lead Change & Protection

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) inSydney CBD NSW is expanding the Australian Scams Ombudsman team. We are seeking a Manager, Dispute Resolution, Scams, to lead a dedicated team in resolving scam complaints with fairness, thoroughness and efficiency.

Hybrid role with three days in the office per week. You will oversee Senior Dispute Resolution Specialists, shape processes, coach staff, and collaborate with consumers and regulated entities to improve outcomes and protect

Qualifications

• Experience leading and developing complaint or case-management professionals, including coaching, performance and wellbeing.
• Substantial investigative and dispute resolution experience with ability to coach others and oversee quality of complex assessments.
• Strong trauma-informed communication skills and confidence guiding others through difficult conversations.
• Sound judgement and ability to make accountable decisions under pressure.

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 the Scams Dispute Resolution function.

Skills

Dispute resolution

Leadership

Investigative

Trauma-informed communication

Analytical

Stakeholder management

Regulatory environment

Education

Tertiary qualifications or equivalent professional experience

Job description

Australian Financial Complaints Authority (AFCA) inSydney CBD NSW is expanding the Australian Scams Ombudsman team. We are seeking a Manager, Dispute Resolution, Scams, to lead a dedicated team in resolving scam complaints with fairness, thoroughness and efficiency.

Hybrid role with three days in the office per week. You will oversee Senior Dispute Resolution Specialists, shape processes, coach staff, and collaborate with consumers and regulated entities to improve outcomes and protect