Fairness feels goodMake 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.Company DescriptionFairness feels goodMake 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 DescriptionHelp shape how Australia responds to scamsAt 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 DoingReporting into the Scams EDR Program,



you will:Design and define future-state case management processesTranslate regulatory, operational and business requirements into workflowsPartner with stakeholders to shape and validate process designDevelop clear guidance, templates and training materialsIdentify risks, dependencies and opportunities for improvementSupport implementation, readiness and operational roll-outDesign data driven, front-loaded case workflows integrating multiple data sourcesDefine processes for multi-entity / value-chain complaints, not linear case handlingTranslate requirements into end-to-end operating model design (process + data + system + controls), not just process mapYou 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.QualificationsWhat you'll bringProven experience in case management, operations or complaint handlingAbility to translate complex requirements into practical processesStrong facilitation and stakeholder engagement skillsExceptional written communication – you can turn complexity into clarityAnalytical mindset with a focus on risk and continuous improvementAbility to design in data-driven environmentsStrong systems thinking (process + platform + data integration)Experience working with cross-functional teams (data, tech, analytics)Capability to operate in ambiguity and stand up current functionsHighly Desirable ExperienceWe 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 scaleWorked in digitally-enabled operating models or platformsDelivered process change in fast-paced, evolving environmentsNavigated regulatory or customer remediation frameworksExperience in fraud, scams, financial crime, investigations, or intelligence environmentsExposure to data platforms / analytics / intelligence toolingExperience designing AI-assisted or automated operational workflowsExperience in multi-party ecosystems (regulators, industry, law enforcement)Experience incorporating technical / digital evidence into case handlingExperience leading or transitioning into operational leadership rolesThis experience will be highly valued given the complex, high-volume and digitally-driven nature of scams complaints.Additional InformationGold 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 – Flexible 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 AFCAThe 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.
#J-*****-Ljbffr

📌 Senior Operations Specialist (Melbourne)
🏢 Australian Financial Complaints Authority
📍 Melbourne