The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important recent chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

Company Description

The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman. From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to us under the Scams Prevention Framework following an internal dispute resolution process.

Job Description

Lead the establishment of a new 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. <

📌 Senior Manager, Dispute Resolution, Scams (Sydney)
🏢 Australian Financial Complaints Authority
📍 Sydney