Senior Leader, Scam Triage & Assessment

AFCA; Sydney; Hybrid; AUD 180,000 - 250,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Job summary

AFCA, The Australian Financial Complaints Authority, is building the Australian Scams Ombudsman capability. We’re seeking a Senior Manager to establish and lead the Triage, Assessment & Prioritisation function, shaping its operating model and standards to ensure prompt, consistent scam complaint handling.

This is a rare chance to build from the ground up and set a scalable path for the service. In this hybrid role, you’ll lead senior professionals, drive outcomes, and partner across regulators,

Qualifications

• Senior leadership in high-volume service or regulatory operation.
• Experience building a new function and scaling operations.
• Proven track record in assessment, triage or prioritisation functions with standards and assurance processes.
• Experience managing budgets and workforce plans.

Responsibilities

• Lead establishment of TAP function ahead of commencement on 31 March 2027.
• Set operating model, priorities, service standards and assurance approach for scam triage and assessment.
• Lead Managers and senior technical experts delivering timely assessments and pathway decisions.
• Build leadership capability through coaching and mentoring of teams.
• Shape a trauma-informed, human-centred customer journey with safe handovers.
• Drive performance across timeliness, productivity, quality and fair participation.
• Lead workforce and budget planning using demand, capacity and handling-time data.
• Champion the safe and accountable use of approved technology and AI with human judgement.
• Lead change and continuous improvement using operational insights.
• Translate insights into intelligence supporting systemic issue identification and industry improvement.
• Build relationships with regulated entities, industry associations and consumer groups.

Skills

High-volume operations

Dispute resolution

Regulatory experience

Leadership & mentoring

Budget planning

Trauma-informed practice

Strategic/analytical thinking

Stakeholder relationships

Education

Tertiary or postgraduate qualification in relevant field

Job description

AFCA, The Australian Financial Complaints Authority, is building the Australian Scams Ombudsman capability. We’re seeking a Senior Manager to establish and lead the Triage, Assessment & Prioritisation function, shaping its operating model and standards to ensure prompt, consistent scam complaint handling.

This is a rare chance to build from the ground up and set a scalable path for the service. In this hybrid role, you’ll lead senior professionals, drive outcomes, and partner across regulators,