Manager, Scams Information Enrichment & Analytics

About the role

AFCA is establishing the Australian Scams Ombudsman under the Scams Prevention Framework, which allows consumers and small businesses to complain about scams from 31 March 2027. It is looking for an experienced analytics leader to build and lead a new team that turns complex scam, consumer and market information into practical insights for complaint handling and decision-making. The role leads a multidisciplinary team of analysts and information specialists and shapes how information and analytics are used across AFCA's Scams function.

Key responsibilities

• Build, lead and develop a new information enrichment and analytics team.
• Design and embed approaches that enrich scam complaints with consumer, entity, sector and market information.
• Lead analysis to identify scam characteristics, information gaps, emerging trends and potential indicators of fraudulent or compromised claims.
• Develop trusted information and knowledge resources on scam typologies, regulated entities, sectors, payment pathways and scam activity.
• Lead consumer, market and scam trend analysis to support operational, strategic and regulatory reporting.
• Support the identification and escalation of potential systemic issues and reportable matters.
• Partner with AFCA's Data & Analytics teams on data platforms, reporting, governance, advanced analytics and AI.
• Establish data quality, privacy, security and information-governance practices.
• Build partnerships across AFCA, regulators and industry.

Required profile

• Experienced people leader with a strong analytical mindset and a background in scams, fraud, financial crime or a related environment.
• Ideally, experience leading a data analytics, fraud analytics, risk analytics or operational insights team.
• Strong knowledge of scam typologies and multi-party scam pathways, including banking, telecommunications and digital platforms.
• Experience designing and embedding analytics or information-enrichment processes in an operational environment.
• Ability to translate complex data and technical findings into clear insights for operational and executive audiences.
• Strong stakeholder management skills across operational, regulatory and technical environments.

Required skills

• Practical SQL, including querying and reconciling data from multiple sources.
• Understanding of modern data platforms, data warehouses or lakehouse environments.
• Business intelligence and reporting tools such as Power BI or equivalent.
• Strong understanding of data quality, governance, privacy and security.
• Experience with complaint or case-management data, ServiceNow, APIs, enterprise data platforms or analytical workflow design is highly regarded.

What we offer

• Hybrid working with two days a week in the office.
• Flexible work options and thoughtful benefits.
• 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.