Manager, Scams Information Enrichment & Analytics

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

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Flexible leave options

Job summary

Australian Financial Complaints Authority (AFCA) is seeking a Manager, Scams Information Enrichment and Analytics to lead a new analytics team. You will shape how scam, consumer and market data are enriched and used to inform complaint handling and decision making.

The role combines scams, fraud or financial crime expertise with analytics leadership to deliver practical insights for Australian consumers and small businesses.

Qualifications

• Experience leading a data analytics, fraud analytics, risk analytics or comparable team.
• Strong knowledge of scam typologies and multi-party pathways.
• Ability to translate complex data into practical insights for leadership.

Responsibilities

• Lead a multidisciplinary analytics team within AFCA's Scams function.
• Design analytics to enrich scam complaints with consumer, entity and market data.
• Identify scam characteristics, gaps and trends for reporting.
• Develop resources on scam typologies, entities, sectors and pathways.
• Provide analytics for operational, regulatory reporting and escalation decisions.
• Partner with Data & Analytics on platforms, governance and AI.
• Ensure data quality, privacy, security and information governance.
• Build partnerships across regulators, AFCA and industry.

Skills

Analytics leadership

Fraud analytics

Data analytics

SQL

Power BI

Stakeholder management

Tools

Power BI

ServiceNow

Job description

• Full-time

Company Description

Fairness feels good

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.

From 31 March 2027, consumers and small businesses can make a scam complaint to AFCA under the SPF following the introduction of world first legislation to strengthen consumer protections through the SPF Act.

Job Description

Help build the intelligence and analytics capability supporting Australia’s new approach to scam complaints.

AFCA is entering an exciting new chapter as we establish the Australian Scams Ombudsman under the Scams Prevention Framework. We’re looking for an experienced analytics leader to build and lead a new team that will turn complex scam, consumer and market information into practical insights that support effective complaint handling and decision-making.

This is a unique opportunity to combine scams, fraud or financial crime expertise with analytics leadership, while helping establish a new capability with real impact for Australian consumers and small businesses.

What you’ll be doing

As Manager, Scams Information Enrichment and Analytics, you’ll lead a multidisciplinary team of analysts and information specialists and shape how information and analytics are used across AFCA’s Scams function.

You’ll:

• Build, lead and develop a new information enrichment and analytics team.
• Design and embed approaches that enrich scam complaints with relevant consumer, entity, sector and market information.
• Lead analysis to identify scam characteristics, information gaps, emerging trends and potential indicators of fraudulent or compromised claims.
• Develop trusted information and knowledge resources covering scam typologies, regulated entities, sectors, payment pathways and scam activity.
• Lead consumer, market and scam trend analysis to support operational, strategic and regulatory reporting.
• Support the identification and escalation of potential systemic issues and reportable matters.
• Partner with AFCA’s Data & Analytics teams on data platforms, reporting, governance, advanced analytics and AI.
• Establish strong data quality, privacy, security and information-governance practices.
• Build strong partnerships across AFCA, regulators and industry.

Qualifications

You’ll be an experienced people leader with a strong analytical mindset and a background in scams, fraud, financial crime or a related environment.

Ideally, you’ll bring:

• Experience leading a data analytics, fraud analytics, risk analytics, operational insights or comparable analytical team.
• Strong knowledge of scam typologies and multi-party scam pathways, including banking, telecommunications and digital platforms.
• Experience designing and embedding analytics or information-enrichment processes within an operational environment.
• Strong analytical and problem-solving capability across structured and unstructured information.
• Practical SQL skills, including querying and reconciling data from multiple sources.
• An understanding of modern data platforms, data warehouses or lakehouse environments.
• Experience with business intelligence and operational reporting tools such as Power BI or equivalent.
• Strong understanding of data quality, governance, privacy and security.
• The ability to translate complex data and technical findings into clear, practical insights for operational and executive audiences.
• Strong stakeholder management skills and the ability to work across operational, regulatory and technical environments.

Experience with complaint or case-management data, ServiceNow, Power BI, APIs, enterprise data platforms or analytical workflow design would be highly regarded.

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.

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.