Australian Financial Complaints Authority – Sydney CBD NSW

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.

From 31 March 2027, consumers and small businesses can make a scam complaint to AFCA under the SPF following the introduction of world first legislation to strengthen consumer protections through the SPF Act.

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.

From 31 March 2027,



consumers and small businesses can make a scam complaint to AFCA under the SPF following the introduction of world first legislation to strengthen consumer protections through the SPF Act.

Job Description

Help build the intelligence and analytics capability supporting Australia’s new approach to scam complaints.

AFCA is entering an exciting new chapter as we establish the Australian Scams Ombudsman under the Scams Prevention Framework. We’re looking for an experienced analytics leader to build and lead a new team that will turn complex scam, consumer and market information into practical insights that support effective complaint handling and decision-making.

This is a unique opportunity to combine scams, fraud or financial crime expertise with analytics leadership, while helping establish a new capability with real impact for Australian consumers and small businesses.

What you’ll be doing

As Manager, Scams Information Enrichment and Analytics, you’ll lead a multidisciplinary team of analysts and information specialists and shape how information and analytics are used across AFCA’s Scams function.

You’ll:

- Build, lead and develop a new information enrichment and analytics team.
- Design and embed approaches that enrich scam complaints with relevant consumer, entity,



sector and market information.
- Lead analysis to identify scam characteristics, information gaps, emerging trends and potential indicators of fraudulent or compromised claims.
- Develop trusted information and knowledge resources covering scam typologies, regulated entities, sectors, payment pathways and scam activity.
- Lead consumer, market and scam trend analysis to support operational, strategic and regulatory reporting.
- Support the identification and escalation of potential systemic issues and reportable matters.
- Partner with AFCA’s Data & Analytics teams on data platforms, reporting, governance, advanced analytics and AI.
- Establish strong data quality, privacy, security and information-governance practices.
- Build strong partnerships across AFCA, regulators and industry.

Qualifications

You’ll be an experienced people leader with a solid analytical mindset and a background in scams, fraud, financial crime or a related environment.

Ideally, you’ll bring:

- Experience leading a data analytics, fraud analytics, risk analytics, operational insights or comparable analytical team.
- Strong knowledge of scam typologies and multi‑party scam pathways, including banking, telecommunications and digital platforms.
- Experience designing and embedding analytics or information-enrichment processes within an operational environment.
- Strong analytical and problem‑solving capability across structured and unstructured information.
- Practical SQL skills, including querying and reconciling data from multiple s

📌 Manager, Scams Information Enrichment (Sydney)
🏢 Australian Financial Complaints Authority
📍 Sydney