Jobs at Australian Financial Complaints Authority (AFCA)

Design and embed an end-to-end case management framework for Scams EDR: define future-state processes and operating models, translate regulatory and business requirements into workflows, create guidance and training, identify risks and improvements, and support implementation and operational roll-out across data, systems and stakeholders.

Lead quality engineering and test management across a major enterprise transformation. Define QA strategy, champion automation and AI-enabled testing, oversee functional, integration, API, performance, security and accessibility testing, manage vendor assurance, establish metrics and reporting, and build and mentor a high-performing quality engineering team within a scaled Agile (SAFe) environment.

Lead end-to-end solution architecture for data, analytics and AI initiatives; translate enterprise strategy into delivery-ready designs; embed security, privacy, governance and responsible AI; guide cloud data platforms, integration, pipelines, modelling and serving; manage architectural risk, technical debt and roadmaps; and influence stakeholders across a complex regulated organisation.

Lead design and delivery of an enterprise learning strategy for a major scams prevention transformation. Conduct needs analysis, create blended learning assets (eLearning, videos, guides, workshops), partner with SMEs, deliver face-to-face and virtual training, drive continuous improvement, and champion modern instructional design to enable behavioural change across the organisation. 12-month contract.

Lead development and implementation of AFCA's AI governance and assurance framework. Design lifecycle assurance, conduct technical risk assessments, define controls and evaluation methods, embed governance-by-design with technology teams, maintain AI inventory and risk register, report to executives and uplift organisation-wide AI governance capability.

Serve as a board-appointed, sessional ombudsman providing expert decision-making on life (and/or general) insurance disputes. Assess complex matters, apply legal judgment, produce balanced determinations, communicate outcomes empathetically, and manage stakeholder relationships on flexible, engagement-based terms.

Leads AFCA’s Business Continuity Management program and organisational resilience capability. Responsibilities include maintaining continuity plans, conducting business impact analysis, facilitating exercises and training, providing governance reporting, supporting disruption activation and recovery, tracking risks and improvements, and strengthening critical supplier resilience. The role partners with leaders across the organisation to improve preparedness, embed continuity practices, and support post-incident reviews.

Lead telecommunications components of AFCA's Scams EDR Program. Provide specialist telecom advice on networks, SMS/voice fraud, regulatory frameworks, and dispute resolution. Analyse scam typologies, identify systemic vulnerabilities, engage regulators and industry, develop mitigation strategies, training, guidance and public awareness, and represent AFCA in cross-sector forums to strengthen consumer protections.

Support AFCA's privacy compliance by handling access and correction requests, assisting incident management and reporting, researching privacy law developments, collating privacy insights, delivering training, and liaising with internal teams, regulators and external firms to protect personal information and meet statutory obligations under the Privacy Act.

Review and investigate complex financial complaints from consumers and small businesses, gather information, identify key issues, apply financial planning knowledge and AFCA criteria, and produce clear written decisions to resolve disputes fairly and efficiently. Manage multiple matters in a high-volume environment while communicating sensitively with customers and firms.

Provide high-level executive support to the CTO: manage diary and leadership rhythms, organise meetings, prepare executive communications and presentations, streamline workflows using collaboration tools, act as stakeholder contact, support recruitment/admin tasks, manage travel/expenses and drive engagement initiatives while proactively solving problems and collaborating with the EA community.