Lead a team resolving complex scam complaints and help shape a recent era of consumer protection in Australia.

Were looking for an experienced dispute resolution leader to lead and develop a team responsible for resolving scam complaints fairly thoroughly and efficiently.

This is an opportunity to combine your leadership investigative and dispute resolution expertise with meaningful work supporting consumers impacted by scams.

This is a hybrid role working 3 days per week from the office.

What youll be doing:

As Manager Dispute Resolution Scams youll lead a team of Dispute Resolution Specialists and Senior Dispute Resolution Specialists creating a high-performing supportive and accountable environment.

Youll:

- Lead coach and develop a team of complaint and dispute resolution professionals.
- Allocate complaints based on complexity capability and capacity keeping the focus on fair resolution as early as possible.
- Monitor case progression remove roadblocks and ensure complex complaints continue to move towards resolution.
- Oversee the quality of assessments settlement terms and key correspondence ensuring outcomes are fair consistent well-reasoned and clearly communicated.
- Manage escalations involving complex or unusual matters from your team consumers and regulated entities.
- Champion a trauma-informed human-centred approach that treats consumers with dignity and minimises the risk of re-traumatisation.
- Create a psychologically safe environment and actively support the wellbeing of team members undertaking challenging work.




- Identify emerging patterns risks and potential systemic issues through complaint handling and escalate these appropriately.
- Contribute to the establishment and continuous improvement of the Scams Dispute Resolution function.

Qualifications :

Youll be an experienced people leader with strong investigative and dispute resolution capability sound judgement and the confidence to lead others through complex matters.

Were looking for:

- Experience in dispute resolution financial services telecommunications legal regulatory or a related environment.
- Experience leading and developing complaint or case-management professionals including coaching performance and wellbeing.
- Substantial investigative and dispute resolution experience with the ability to coach others and oversee the quality of complex assessments and outcomes.
- Robust trauma-informed communication skills and confidence guiding others through difficult conversations.
- Sound judgement and the ability to make accountable decisions under pressure.
- Strong analytical and problem-solving skills particularly in an operational environment.
- The ability to build effective relationships with consumers regulated entities and diverse internal stakeholders.
- Relevant tertiary qualifications and/or equivalent professional experience.

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 Flexible 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.

Remote Work :

No

Employment Type :

Full-time

📌 Manager, Dispute Resolution, Scams (Sydney)
🏢 AFCA
📍 Sydney