Lead the establishment of a new dispute resolution function and help shape Australias world-first response to scam complaints.
Were looking for an experienced senior operational leader to establish and lead our scams Dispute Resolution function. This is a rare opportunity to build a new service develop its leadership capability and create a fair consistent and trauma-informed approach to resolving complex scam complaints.
As Senior Manager Dispute Resolution Scams youll lead Managers and their teams in delivering fair thorough and timely complaint outcomes.
Working closely with the Director Operations Scams and the broader operations leadership team youll set the direction standards and operating conditions for the function. Youll be accountable for its performance quality capability workforce planning and budget as well as ensuring agreed and determined outcomes are implemented.
As a foundational leader in a world-first scheme youll build a scalable operation that can grow as demand and evidence develop.
This is a hybrid role with 3 days per week working from the office.
What youll be doing:
- Establish the Dispute Resolution function for commencement on 31 March 2027 ensuring its people processes and systems are ready for launch.
- Lead Managers and senior technical experts responsible for resolving complex scam complaints through investigation negotiation and conciliation.
- Set the strategic direction and business plan for Dispute Resolution including measurable priorities risks resources and performance expectations.
- Build leadership depth by coaching Managers developing future leaders and creating high-performing resolution-focused teams.
- Shape a coordinated consumer journey across triage customer service dispute resolution decision-making and outcome implementation.
- Champion a trauma-informed human-centred approach that promotes safety trust transparency choice and collaboration.
- Drive performance across timeliness productivity quality consumer participation and implementation of outcomes without compromising fairness or consumer safety.
- Oversee complex and escalated complaints applying sound judgement to specialist and legal advice.
- Manage the functions budget and workforce plan using demand capacity and handling-time data to guide resourcing decisions.
- Lead change and continuous improvement ensuring new practices are effectively adopted and sustained.
- Champion the safe and accountable use of approved technology and AI with human judgement retained for every decision.
- Translate complaint outcomes scam trends and regulated-entity conduct into insights that support systemic issue identification better industry practice and the prevention of future harm.
- Build constructive relationships with regulated entities industry associations regulators and consumer groups.
Qualifications :
Youll be a highly capable senior leader with deep operational and dispute resolution experience strong commercial judgement and the ability to build a complex service from the ground up.
Youll bring:
- Senior leadership experience running a complex high-volume dispute resolution regulatory or service operation.
- Experience establishing growing or transforming a function while contributing to broader organisational strategy.
- Advanced investigative and dispute resolution expertise with the judgement to guide Managers and oversee complex outcomes.
- Experience managing operational budgets and workforce plans using demand and capacity data to make effective resourcing decisions.
- A strong track record of building high-performing teams and developing capable accountable leaders.
- Experience designing services around the customer journey supported by a strong understanding of trauma-informed practice.
- The ability to lead change through clear planning staff engagement adoption measures and ongoing review.
- Strong influencing and stakeholder-management skills across regulated entities regulators consumer groups and senior internal stakeholders.
- Knowledge of the Scams Prevention Framework and relevant regulation or the ability to build this knowledge quickly.
- Personal resilience emotional intelligence and strong situational awareness in complex and demanding environments.
- Relevant tertiary or postgraduate qualifications and demonstrated experience in external dispute resolution financial services legal or regulatory settings.
Additional Information :
- Gold AWEI Accreditation 2025 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 Adaptable public holidays gender affirmation leave womens health leave and bonus paid time off over the end of year holiday period.
To apply
If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont meet every single criterion.
We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at
We believe fairness starts with people. Thats why we dont use AI or automated tools to screen candidates. As a result our processes may take a little longer and we thank you for your patience.
About AFCA
The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018 AFCA has received more than 634000 complaints helping to secure $2.1 billion in compensation for consumers.
AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.