Senior Manager, Scams Triage & Prioritisation (Hybrid)

Australian Financial Complaints Authority Limited; Sydney; Híbrido; AUD 190.000 - 250.000; Tempo integral

Benefícios oferecidos por esta vaga

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional and inclusive leave options

Resumo da vaga

The Australian Financial Complaints Authority in Sydney seeks a Senior Manager, Triage, Assessment & Prioritisation (Scams) to lead the TAP function for the Australian Scams Ombudsman. You will shape the front door of our dispute resolution service, establishing the operating model, priorities and assurance framework to ensure timely, fair assessments and effective pathway decisions.

This foundational leader role focuses on building a high-performing, scalable team, coaching managers and

Qualificações

• Senior leadership experience within high-volume service or regulatory operations.
• Experience scaling a function through growth or transformation.
• Experience leading assessment, triage or prioritisation functions.
• Proven ability to develop Managers and future leaders.
• Experience managing budgets and workforce plans using data.
• Knowledge of trauma-informed practice and customer journey design.

Responsabilidades

• Lead the establishment of the TAP function ahead of commencemement on 31 March 2027, ensuring readiness.
• Set operating model, priorities, service standards and assurance for triage and assessment.
• Lead managers and senior technical experts delivering timely, consistent assessments and decisions.
• Build leadership capability through coaching and development of high-performing teams.
• Shape a trauma-informed, human-centred customer journey with safe handovers.
• Drive performance on timeliness, productivity, quality and fair participation.
• Lead workforce and budget planning using demand and capacity data.
• Champion safe use of approved technology and AI with human judgment.
• Lead change and continuous improvement using operational insights.
• Translate insights into intelligence for systemic issue identification and prevention.
• Build relationships with regulated entities, industry associations and consumer groups.

Conhecimentos

Senior leadership

High-volume operations

Dispute resolution

Budget & workforce planning

Trauma-informed customer journey

Formação

Relevant tertiary qualifications

Descrição da vaga

The Australian Financial Complaints Authority in Sydney seeks a Senior Manager, Triage, Assessment & Prioritisation (Scams) to lead the TAP function for the Australian Scams Ombudsman. You will shape the front door of our dispute resolution service, establishing the operating model, priorities and assurance framework to ensure timely, fair assessments and effective pathway decisions.

This foundational leader role focuses on building a high-performing, scalable team, coaching managers and