People Leader, Scam Triage & Assessment

AFCA; Sydney; Hybrid; AUD 150.000 - 190.000; Vollzeit

Benefits dieser Stelle

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Zusammenfassung

AFCA is seeking a Manager, Triage, Assessment & Prioritisation (TAP) to lead a team of Assessment Specialists. You will guide complaint assessments, determine pathways and ensure high-quality decisions are communicated clearly.

Join AFCA to support Australians through complex scam-related complaints, drive process readiness for a new TAP function and work in a hybrid setup with three days in the office weekly.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

People leadership

Complaint handling

Dispute resolution

Regulatory compliance

Team coaching

Stakeholder management

Ausbildung

Relevant tertiary qualifications

Jobbeschreibung

AFCA is seeking a Manager, Triage, Assessment & Prioritisation (TAP) to lead a team of Assessment Specialists. You will guide complaint assessments, determine pathways and ensure high-quality decisions are communicated clearly.

Join AFCA to support Australians through complex scam-related complaints, drive process readiness for a new TAP function and work in a hybrid setup with three days in the office weekly.