Fairness feels good
Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we're championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful advantages and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.
Company Description
Fairness feels good
Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we're championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.
Job Description
Help shape how Australia responds to scams
At AFCA, we're building a future-ready capability to respond to one of the fastest-growing issues impacting Australians, Scams.
We're looking for a
Senior Operations Specialist
to play a critical role in designing and embedding the
end-to-end case management framework
that will underpin our Scams External Dispute Resolution capability.
This is a unique opportunity to
design from the ground up
, influence how complaints are managed at scale, and contribute to fair, independent outcomes for consumers and small businesses.
What You'll Be Doing
Reporting into the Scams EDR Program, you will:
Design and define future-state case management processes
Translate regulatory,



operational and business requirements into workflows
Partner with stakeholders to shape and validate process design
Develop clear guidance, templates and training materials
Identify risks, dependencies and opportunities for improvement
Support implementation, readiness and operational roll-out
Design data driven, front-loaded case workflows integrating multiple data sources
Define processes for multi-entity / value-chain complaints, not linear case handling
Translate requirements into end-to-end operating model design (process + data + system + controls), not just process map
You will sit at the intersection of
operations, regulation and delivery
, helping ensure scalable and consistent complaint handling.
This is initially a 12 month contract with the strong possibility of extension.
Qualifications
What you'll bring
Proven experience in case management, operations or complaint handling
Ability to translate complex requirements into practical processes
Strong facilitation and stakeholder engagement skills
Exceptional written communication – you can turn complexity into clarity
Analytical mindset with a focus on risk and continuous improvement
Ability to design in data-driven environments
Strong systems thinking (process + platform + data integration)
Experience working with cross-functional teams (data, tech, analytics)
Capability to operate in ambiguity and stand up new functions
Highly Desirable Experience
We are particularly interested in candidates with experience from
telco, digital or high-volume customer environments
, where you have:




Designed or improved customer or complaint journeys at scale
Worked in digitally-enabled operating models or platforms
Delivered process change in fast-paced, evolving environments
Navigated regulatory or customer remediation frameworks
Experience in fraud, scams, financial crime, investigations, or intelligence environments
Exposure to data platforms / analytics / intelligence tooling
Experience designing AI-assisted or automated operational workflows
Experience in multi-party ecosystems (regulators, industry, law enforcement)
Experience incorporating technical / digital evidence into case handling
Experience leading or transitioning into operational leadership roles
This experience will be highly valued given the
complex, high-volume and digitally-driven nature of scams complaints
.
Additional Information
Gold AWEI Accreditation **** – Recognised for LGBTQ+ workplace inclusion.
Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
Additional and inclusive leave options – Versatile public holidays, gender affirmation leave, women's health leave, and bonus paid time off over the end of year holiday period.
We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.
About AFCA
The Australian Financial Complaints Authority (AFCA) was established in **** as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over **** dedicated professionals. Since ****, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.
AFCA is a **** Circle Back Initiative Employer - we are committed to responding to every applicant.
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📌 Senior Operations Specialist (Melbourne)
🏢 Australian Financial Complaints Authority
📍 Melbourne