Senior Manager, Triage, Assessment & Prioritisation, 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 its Triage, Assessment & Prioritisation (TAP) function, which will be the front door of the new dispute resolution service. This is a hybrid role with three days per week in the office.

Key responsibilities

• Lead the establishment of the TAP function so that people, processes and systems are ready for launch.
• Set the operating model, priorities, service standards and assurance approach for scam complaint triage and assessment.
• Lead managers and senior technical experts who deliver timely, consistent assessments, early resolution and effective pathway decisions.
• Build leadership capability through coaching and mentoring, and shape a trauma-informed, human-centred customer journey.
• Drive performance on timeliness, productivity, quality and fair participation without compromising consumer safety.
• Lead workforce and budget planning using demand, capacity and handling-time data.
• Champion the safe and accountable use of approved technology and AI while keeping human judgement.
• Turn insights from scam complaints and regulated-entity conduct into intelligence for systemic issues and prevention of future harm.
• Build relationships with regulated entities, industry associations and consumer groups.

Required profile

• Senior leadership experience in a high-volume service, dispute resolution or regulatory operation.
• Experience leading a function through growth, establishment or transformation, and leading high-volume assessment, triage or prioritisation functions.
• Track record of leading managers and building high-performing teams.
• Experience managing operational budgets and workforce plans using demand and capacity data.
• Experience designing services around the customer journey and understanding of trauma-informed practice.
• Knowledge of the Scams Prevention Framework and relevant regulation, or the ability to learn it quickly.
• Tertiary or postgraduate qualifications and experience in external dispute resolution, financial services, legal or regulatory environments.

What we offer

• 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.
• A Gold AWEI Accredited workplace and an accredited Family Friendly Workplace.