Manager, Triage, Assessment & Prioritisation, Scams

About the role

AFCA is preparing to become the Australian Scams Ombudsman from 31 March 2027, when eligible scam complaints from consumers and small businesses can be brought to it after an internal dispute resolution process. It is looking for an experienced people leader to head its Triage, Assessment & Prioritisation (TAP) function, which assesses scam complaints and directs each one to the right pathway. This is a hybrid role working three days per week in the office.

Key responsibilities

• Lead, coach and develop a team of Assessment Specialists, building their confidence in complaint assessment, jurisdiction and pathway decisions.
• Manage workflow and complaint allocation, balancing urgency, complexity and team capability, and prioritise high-harm matters.
• Oversee the quality of assessments and early resolution, ensuring decisions are well reasoned, accurate and explained in plain English.
• Monitor complaint progression, remove blockers and make sure matters follow the right pathway.
• Champion a trauma-informed, human-centred approach and support team wellbeing and psychological safety.
• Identify emerging themes, risks and systemic issues and escalate them appropriately.
• Work with Customer Service, Dispute Resolution, Jurisdiction, Legal, Information and Insights and other teams for a coordinated consumer experience.
• Help prepare the TAP function for launch by testing processes and systems and identifying readiness issues.

Required profile

• Experience in complaints, dispute resolution, regulatory, compliance or another comparable high-volume environment.
• Experience leading and developing teams that include experienced or senior practitioners.
• Demonstrated experience managing queues, competing priorities and workflow while meeting service standards.
• Relevant tertiary qualifications and/or equivalent practical experience.

Required skills

• Strong investigative and dispute resolution experience, with the ability to coach others and oversee the quality of assessments and outcomes.
• Strong trauma-informed communication skills and the ability to guide others through difficult conversations.
• Sound judgement and confidence making accountable decisions under pressure.
• Strong stakeholder management skills with a diverse range of internal and external stakeholders.

What we offer

• Flexible work options and a hybrid arrangement with three office days per week.
• 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.