Senior Manager, Scam Triage & Assessment Leader

AFCA; Melbourne; Hybrid; AUD 140.000 - 190.000; Vollzeit

Benefits dieser Stelle

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Zusammenfassung

AFCA is establishing a new TAP function to triage, assess and prioritise scam complaints in a world-first framework. You will lead a senior operational team, set the service standards, and drive continuous improvement to ensure timely and consistent pathways for consumers and small businesses across Australia.

The role is hybrid with three days in the office, and you’ll shape an emerging function built to scale with evolving volumes and consumer needs.

Qualifikationen

• Senior leadership experience in high-volume service or regulatory operations.
• Experience guiding growth, establishment or transformation of a function.
• Proven track record leading managers and developing leaders.

Aufgaben

• Establish TAP function ahead of 31 March 2027 launch.
• Set operating model, priorities and assurance for triage/assessment.
• Lead managers and experts to deliver timely, consistent assessments and pathways.
• Build leadership through coaching and mentoring high-performing teams.
• Shape trauma-informed, human-centred customer journey with safe handovers.

Kenntnisse

Leadership

Stakeholder mgmt

Strategic thinking

Regulatory know-how

Trauma-informed service

Ausbildung

Tertiary/postgraduate qualifications

Jobbeschreibung

AFCA is establishing a new TAP function to triage, assess and prioritise scam complaints in a world-first framework. You will lead a senior operational team, set the service standards, and drive continuous improvement to ensure timely and consistent pathways for consumers and small businesses across Australia.

The role is hybrid with three days in the office, and you’ll shape an emerging function built to scale with evolving volumes and consumer needs.