Senior Manager, Scam Triage & Prioritisation ( Hybrid )

Australian Financial Complaints Authority Limited; Melbourne; Híbrido; AUD 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Flexible leave options

Descripción de la vacante

Australian Financial Complaints Authority (AFCA) seeks a Senior Manager, Triage, Assessment & Prioritisation to establish and lead the TAP function for the new Australian Scams Ombudsman. The role drives the operating model, standards and assurance, ensuring timely, consistent triage and ethical decision-making.

You will manage managers and experts, shape a trauma-informed customer journey, and scale operations as volumes grow, with a hybrid pattern of three days in the Melbourne office.

Formación

• Senior leader with experience in high-volume services, dispute resolution or regulatory operations.

Responsabilidades

• Lead the establishment of the TAP function ahead of 31 March 2027 launch date.

Conocimientos

Senior leadership

High-volume ops

Dispute resolution

Regulatory operation

Budget management

Workforce planning

Stakeholder management

Trauma-informed care

Data-driven decisions

Customer journey design

Educación

Relevant tertiary qualifications

Descripción del empleo

Australian Financial Complaints Authority (AFCA) seeks a Senior Manager, Triage, Assessment & Prioritisation to establish and lead the TAP function for the new Australian Scams Ombudsman. The role drives the operating model, standards and assurance, ensuring timely, consistent triage and ethical decision-making.

You will manage managers and experts, shape a trauma-informed customer journey, and scale operations as volumes grow, with a hybrid pattern of three days in the Melbourne office.