Scam Triage & Assessment Manager

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

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.