Senior Manager, Scams Dispute Resolution (Hybrid)

Australian Financial Complaints Authority Limited; Sydney; 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

The Australian Financial Complaints Authority (AFCA) is preparing for a landmark chapter as it establishes a new Dispute Resolution function to address scams. We seek a senior operational leader to shape a world‑first response, lead managers and teams, and deliver fair, timely outcomes in a trauma‑informed framework.

You will set direction, manage budgets, and build leadership depth while collaborating with regulators, industry bodies and consumer groups in a hybrid role requiring three days in

Qualifications

• Senior leadership experience running a complex, high‑volume dispute resolution operation.
• Experience establishing or transforming a function while contributing to strategy.
• Advanced investigative and dispute resolution expertise guiding managers.
• Experience managing operational budgets and workforce plans using data.
• Proven record of building high‑performing teams and developing leaders.
• Ability to design services around the customer journey with trauma‑informed practice.
• Proven change management capability with stakeholder engagement.

Responsibilities

• Establish the Dispute Resolution function by 31 March 2027 and ensure readiness.
• Lead managers and experts to resolve complex scam complaints.
• Set the strategic direction, priorities, risks, resources and performance.
• Develop leadership depth and high‑performing, resolution‑focused teams.
• Shape the consumer journey across triage, service, dispute resolution and outcomes.
• Champion trauma‑informed, human‑centred approaches and safety.
• Oversee timeliness, productivity, quality and consumer participation.
• Manage budget and workforce plans using demand, capacity and handling time data.
• Lead change and continuous improvement and ensure adoption of new practices.
• Guide use of approved technology and AI with human judgement retained.
• Translate outcomes and trends into insights for systemic improvement.
• Build relationships with regulators, industry bodies and consumer groups.

Skills

Senior leadership

Dispute resolution

Regulatory / financial services

Budgeting & workforce planning

Stakeholder management

Strategic planning

Change management

Education

Postgraduate qualification or equivalent in a relevant field

Job description

The Australian Financial Complaints Authority (AFCA) is preparing for a landmark chapter as it establishes a new Dispute Resolution function to address scams. We seek a senior operational leader to shape a world‑first response, lead managers and teams, and deliver fair, timely outcomes in a trauma‑informed framework.

You will set direction, manage budgets, and build leadership depth while collaborating with regulators, industry bodies and consumer groups in a hybrid role requiring three days in