Job Description

Help shape how consumers affected by scams are supported from their first interaction with the Australian Scams Ombudsman.

We’re looking for an experienced senior operational leader to establish and lead our Triage, Assessment & Prioritisation (TAP) function.

This is a rare chance to build a new service from the ground up, develop its leadership capability and establish an approach that ensures scam complaints are assessed promptly, consistently and directed to the right pathway.

As Senior Manager, Triage, Assessment & Prioritisation, you’ll provide strategic leadership for the front door of our dispute resolution service, setting its operating model, priorities, service standards and assurance framework.

As a foundational leader within a world-first scheme, you’ll build a high-performing operation designed to scale sustainably as complaint volumes and consumer needs evolve.

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

What you’ll be doing:

- Lead the establishment of the TAP function ahead of commencement on 31 March 2027, ensuring people, processes and systems are ready for launch.
- Set the operating model, priorities, service standards and assurance approach for scam complaint triage and assessment.




- Lead Managers and senior technical experts responsible for delivering timely and consistent assessments, early resolution and effective pathway decisions.
- Build leadership capability through coaching, mentoring and the development of high-performing teams.
- Shape a trauma-informed, human-centred customer journey, creating safe handovers and reducing the need for consumers to repeat their story.
- Drive performance across timeliness, productivity, quality and fair participation without compromising consumer safety.
- Lead workforce and budget planning, using demand, capacity and handling-time data to inform resourcing decisions.
- Champion the safe and accountable use of approved technology and AI, while maintaining human judgement and accountability.
- Lead change and continuous improvement, using operational insights to strengthen how the function works.
- Translate insights from scam complaints and regulated-entity conduct into intelligence that supports systemic issue identification, industry improvement and prevention of future harm.
- Build constructive relationships with regulated entities, industry associations and consumer groups.

📌 Senior Manager, Triage, Assessment & Prioritisation, Scams (Melbourne)
🏢 AFCA
📍 Melbourne