Senior Manager, Scams Dispute Resolution (Hybrid)

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is seeking a senior leader to establish and lead the Scams Dispute Resolution function as part of our important new chapter. From 31 March 2027, the team will resolve scam complaints with a fair, trauma‑informed, consumer‑centred approach, built from the ground up.

As Senior Manager, Dispute Resolution, Scams, you will guide Managers, shape strategy, manage budgets and workforce plans, and drive timely, high‑quality outcomes while building leadership depth and strong stakeholder

Qualifications

• Senior leadership in a complex, high-volume operation.
• Advanced investigative and dispute resolution expertise.
• Experience managing budgets and workforce plans.
• Knowledge of trauma-informed practice and customer journeys.

Responsibilities

• Establish the Dispute Resolution function for commencement on 31 March 2027.
• Lead Managers and senior experts in resolving complex scam complaints.
• Set strategy, priorities and budget for the function.
• Develop leaders and high‑performing, resolution‑focused teams.
• Shape the consumer journey across triage to outcomes.
• Champion trauma-informed, human‑centred practice.
• Oversee performance, timeliness, quality and consumer safety.

Skills

Senior leadership

Dispute resolution

Budget management

Stakeholder management

Trauma-informed practice

Education

Postgraduate qualifications

Job description

AFCA is seeking a senior leader to establish and lead the Scams Dispute Resolution function as part of our important new chapter. From 31 March 2027, the team will resolve scam complaints with a fair, trauma‑informed, consumer‑centred approach, built from the ground up.

As Senior Manager, Dispute Resolution, Scams, you will guide Managers, shape strategy, manage budgets and workforce plans, and drive timely, high‑quality outcomes while building leadership depth and strong stakeholder