Manager, Scams Information Enrichment & Analytics

About the role

AFCA is establishing the Australian Scams Ombudsman under the Scams Prevention Framework, starting 31 March 2027, so that eligible scam complaints can be brought by consumers and small businesses after an internal dispute resolution process. 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.

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.
• Ideally: strong knowledge of scam typologies and multi-party scam pathways, including banking, telecommunications and digital platforms.
• Ideally: experience designing and embedding analytics or information-enrichment processes in an operational environment.
• Ideally: experience with complaint or case-management data, ServiceNow, Power BI, APIs, enterprise data platforms or analytical workflow design.

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 operational reporting tools such as Power BI or equivalent.
• Strong understanding of data quality, governance, privacy and security.
• Ability to translate complex data findings into clear insights for operational and executive audiences.

What we offer

• Hybrid working with two days a week in the offices.
• Additional and inclusive leave options, including flexible public holidays, gender affirmation leave, women's health leave and bonus paid time off.
• Flexible work options and thoughtful benefits.