Manager, Dispute Resolution, Scams

About the role

AFCA is preparing to become the Australian Scams Ombudsman from 31 March 2027, when eligible scam complaints can be brought to it after an internal dispute resolution process. It is looking for an experienced dispute resolution leader to head a team that resolves scam complaints fairly, thoroughly and efficiently. This is a hybrid role working three days per week from the office.

Key responsibilities

• Lead, coach and develop a team of Dispute Resolution Specialists and Senior Dispute Resolution Specialists.
• Allocate complaints by complexity, capability and capacity, aiming for fair resolution as early as possible.
• Monitor case progression, remove roadblocks and keep complex complaints moving toward resolution.
• Oversee the quality of assessments, settlement terms and key correspondence so outcomes are fair, consistent and well reasoned.
• Manage escalations involving complex or unusual matters from the team, consumers and regulated entities.
• Champion a trauma-informed, human-centred approach and support the wellbeing of team members.
• Identify emerging patterns, risks and systemic issues and escalate them appropriately.
• Contribute to establishing and improving the Scams Dispute Resolution function.

Required profile

• Experience in dispute resolution, financial services, telecommunications, legal, regulatory or a related environment.
• Experience leading and developing complaint or case-management professionals, including coaching, performance and wellbeing.
• Substantial investigative and dispute resolution experience, with the ability to coach others and oversee complex assessments and outcomes.
• Strong trauma-informed communication skills and confidence in difficult conversations.
• Sound judgement, strong analytical and problem-solving skills, and the ability to build relationships with consumers, regulated entities and internal stakeholders.
• Relevant tertiary qualifications and/or equivalent professional experience.

What we offer

• Flexible work options and hybrid arrangements.
• Additional and inclusive leave options, including flexible public holidays, gender affirmation leave, women's health leave and bonus paid time off after the year-end holiday period.
• A Gold AWEI Accredited workplace and an accredited Family Friendly Workplace.