Triage & Assessment Manager - Scam Complaints

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

AWEI accreditation

Family-friendly workplace

Hybrid working

Inclusive leave options

Job summary

AFCA is seeking a Manager, Triage, Assessment & Prioritisation (TAP) to lead a team of Assessment Specialists. You will oversee complaint assessment, jurisdiction decisions, and pathway allocation, guiding staff through complex, high-volume cases with empathy and accountability.

You’ll work in a hybrid setup, coordinating with Customer Service, Dispute Resolution, Jurisdiction and Legal teams to ensure a consistent and consumer-focused experience.

Qualifications

• Experience leading teams in high-volume environments.
• Strong investigative and dispute resolution skills.
• Ability to coach others and ensure quality of assessments.

Responsibilities

• Lead a team of Assessment Specialists in TAP, creating a supportive, accountable environment.
• Manage workflow and allocation, balancing urgency and complexity.
• Oversee quality and clarity of assessments and early resolutions.
• Monitor progression and ensure proper pathways for cases.
• Champion trauma-informed, human-centred approaches for consumers.

Skills

Team leadership

Complaint handling

Dispute resolution

Regulatory experience

Stakeholder management

Empathy

Trauma-informed communication

Education

Relevant tertiary qualifications

Job description

AFCA is seeking a Manager, Triage, Assessment & Prioritisation (TAP) to lead a team of Assessment Specialists. You will oversee complaint assessment, jurisdiction decisions, and pathway allocation, guiding staff through complex, high-volume cases with empathy and accountability.

You’ll work in a hybrid setup, coordinating with Customer Service, Dispute Resolution, Jurisdiction and Legal teams to ensure a consistent and consumer-focused experience.