Job Description

Lead the establishment of a recent dispute resolution function and help shape Australia’s world-first response to scam complaints.

We’re 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, you’ll 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, you’ll set the direction, standards and operating conditions for the function. You’ll 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, you’ll 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 you’ll 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 function’s 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.

📌 Senior Manager, Dispute Resolution, Scams (Melbourne)
🏢 AFCA
📍 Melbourne