Senior Manager, Dispute Resolution, Scams

About the role

AFCA is preparing to become the Australian Scams Ombudsman from 31 March 2027, when consumers and small businesses can bring eligible scam complaints to it after an internal dispute resolution process. It is looking for an experienced senior operational leader to establish and lead the new scams Dispute Resolution function, setting its direction, standards and operating conditions and being accountable for its performance, quality, capability, workforce planning and budget. The role is hybrid, with three days per week in the office.

Key responsibilities

• Establish the Dispute Resolution function for launch on 31 March 2027, with people, processes and systems ready.
• Lead Managers and senior technical experts in resolving complex scam complaints through investigation, negotiation and conciliation.
• Set the strategic direction and business plan, including priorities, risks, resources and performance expectations.
• Coach Managers, develop future leaders and build high-performing, resolution-focused teams.
• Shape a coordinated consumer journey across triage, customer service, dispute resolution, decision-making and outcomes.
• Champion a trauma-informed, human-centred approach to complaints.
• Drive performance on timeliness, productivity, quality, consumer participation and outcomes, without compromising fairness or consumer safety.
• Oversee complex and escalated complaints, applying sound judgement to specialist and legal advice.
• Manage the function's budget and workforce plan using demand, capacity and handling-time data.
• Lead change and continuous improvement, and ensure safe, accountable use of approved technology and AI.
• Turn complaint outcomes, scam trends and regulated-entity conduct into insights for systemic issues and prevention of harm.
• Build relationships with regulated entities, industry associations, regulators and consumer groups.

Required profile

• Senior leadership experience running a complex, high-volume dispute resolution, regulatory or service operation.
• Experience establishing, growing or transforming a function within a broader strategy.
• Advanced investigative and dispute resolution expertise.
• Experience managing operational budgets and workforce plans.
• Track record of building high-performing teams and developing leaders.
• Experience designing services around the customer journey, with an understanding of trauma-informed practice.
• Ability to lead change and strong stakeholder-management skills.
• Knowledge of the Scams Prevention Framework and relevant regulation, or the ability to build it quickly.
• Relevant tertiary or postgraduate qualifications and experience in external dispute resolution, financial services, legal or regulatory settings.

What we offer

• Flexible work options and hybrid arrangement.
• Thoughtful benefits and opportunities to deepen expertise.
• Accredited family-friendly workplace and Gold AWEI accreditation for LGBTQ+ inclusion.
• Inclusive leave options and additional leave beyond the standard public holidays.