Manager, Triage, Assessment & Prioritisation, Scams

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 120,000 - 165,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

Inclusive and diverse culture

Job summary

AFCA is seeking a seasoned Manager, Triage, Assessment & Prioritisation (TAP) to lead a team of Assessment Specialists in Melbourne. You will coach, optimise workflows, ensure high-quality decisions and direct scam complaints to the appropriate pathway, while upholding trauma-informed, human-centred practices.

You will partner with Customer Service, Dispute Resolution, Jurisdiction and Legal to deliver a coordinated consumer experience and help prepare the TAP function for launch.

Qualifications

• Experience leading and developing teams in high-volume dispute environments.
• Strong investigative and dispute resolution capability with quality oversight.
• Ability to manage queues, priorities and workload while meeting service standards.

Responsibilities

• Lead, coach and develop your team, building capability in complaint assessment and pathway decisions.
• Manage workflow and complaint allocation, balancing urgency, complexity and capability.
• Oversee quality of assessments and early resolution, ensuring clear, plain-English communication.
• Monitor progression and remove blockers to ensure appropriate pathways.
• Champion trauma-informed, human-centred approach and protect wellbeing.
• Identify emerging themes, risks and potential systemic issues for escalation.
• Collaborate with cross-functional teams for a coordinated customer experience.
• Prepare TAP function for launch by testing processes and systems.

Skills

People leadership

Dispute resolution

Stakeholder management

Investigative experience

Regulatory/compliance

Trauma-informed communication

Education

Tertiary qualifications or equivalent practical experience

Job description

Company Description

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.

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 helping consumers navigate scam complaints when they need support most.

We’re looking for an experienced people leader to join our Triage, Assessment & Prioritisation (TAP) function and lead a team responsible for assessing scam complaints and directing each complaint to the right pathway.

This is an opportunity to combine leadership, investigative and dispute resolution experience with meaningful work supporting people impacted by scams.

What You’ll Be Doing

As Manager, Triage, Assessment & Prioritisation, you’ll lead a team of Assessment Specialists, creating a supportive, accountable and high-performing environment.

• 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, accurate and communicated in plain English.
• 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 unnecessary repetition and re-traumatisation.
• Support team wellbeing and psychological safety in an environment involving challenging and potentially distressing matters.
• 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.

Qualifications

You’ll be an experienced leader who can balance people leadership, sound judgement, operational delivery and empathy.

We’re Looking For

• Experience in complaints, dispute resolution, regulatory, compliance or another comparable high-volume environment.
• Experience leading and developing teams that include experienced or senior practitioners.
• Strong investigative and dispute resolution experience, with the capability to coach others and oversee the quality of assessments and outcomes.
• Demonstrated experience managing queues, competing priorities and workflow while meeting service standards.
• Strong trauma-informed communication skills and the ability to guide others through difficult conversations.
• Sound judgement and confidence making accountable decisions under pressure.
• Strong stakeholder management skills and the ability to work effectively with a diverse range of internal and external stakeholders.
• Relevant tertiary qualifications and/or equivalent practical 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 and three days per week in our modern offices 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].

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.