Senior Manager, Scam Triage & Prioritisation (Hybrid)

Australian Financial Complaints Authority Limited; Sydney; Híbrido; AUD 180.000 - 280.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gold AWEI Accreditation 2025

Family Friendly Workplace

Hybrid working – three days in office

Flexible leave options

Descripción de la vacante

AFCA, the Australian Financial Complaints Authority Limited, is expanding the Australian Scams Ombudsman team and seeks a Senior Manager, TAP to establish and lead the front door of our dispute resolution service. You will set the operating model and standards, and build a high-performing team able to handle growth from 2027 onward.

The role focuses on trauma-informed, customer-centred triage and assessment, ensuring timely, fair decisions while guiding improvements and collaborating with

Formación

• Senior leader with experience running complex, high-volume operations.
• Experience leading a function through growth, establishment or transformation.
• Experience leading high-volume assessment, triage or prioritisation functions.
• Strong track record of building teams and developing future leaders.
• Experience managing budgets and workforce plans using demand data.
• Knowledge of trauma-informed practices and customer journey design.

Responsabilidades

• Establish TAP function ahead of launch on 31 March 2027 and prepare operating readiness.
• Set operating model, priorities, service standards and assurance approach.
• Lead managers and senior experts delivering timely assessments and pathway decisions.
• Develop leadership capability through coaching and mentoring.
• Shape trauma-informed, human-centred customer journeys with safe handovers.
• Drive timeliness, productivity, quality and fair participation while protecting consumers.
• Lead workforce and budget planning using demand and capacity data.
• Champion safe use of approved technology and AI with human judgment retained.
• Lead change and continuous improvement using operational insights.
• Translate scam-complaint insights into intelligence for systemic improvements.
• Build relationships with regulated entities, industry associations and consumer groups.

Conocimientos

Senior leadership

High-volume operations

Budget & workforce planning

Stakeholder management

Trauma-informed journey design

Regulatory knowledge

Educación

Relevant tertiary qualifications

Descripción del empleo

AFCA, the Australian Financial Complaints Authority Limited, is expanding the Australian Scams Ombudsman team and seeks a Senior Manager, TAP to establish and lead the front door of our dispute resolution service. You will set the operating model and standards, and build a high-performing team able to handle growth from 2027 onward.

The role focuses on trauma-informed, customer-centred triage and assessment, ensuring timely, fair decisions while guiding improvements and collaborating with