Jobs at Australian Financial Complaints Authority (AFCA)

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.

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.

Assess and resolve consumer and small business complaints about general insurance products. Gather evidence, apply AFCA criteria and legal/industry guidance, use alternative dispute resolution, investigate complex matters, and draft clear preliminary assessments and decisions. Liaise with consumers and financial firms to progress complaints efficiently and fairly.

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.

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 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.

Lead design and implementation of AFCA's AI governance and assurance framework. Establish lifecycle assurance, define controls and evidence requirements, conduct technical risk and fairness/robustness evaluations, maintain AI inventory and risk register, report to executives and uplift organisation-wide AI governance capability through guidance, education and stakeholder collaboration.

Lead end-to-end solution architecture for data, analytics and AI initiatives; translate enterprise strategy into scalable designs; embed security, privacy, governance and responsible AI; provide hands-on leadership across data platforms, integration, modelling, serving and reporting; guide teams on design patterns, risks and architectural roadmaps in a regulated environment.

Design and own end-to-end architecture for AFCA's Digital Experience Platform, translating customer and business needs into secure, scalable solutions. Lead architecture across channels, CMS, integrations, data and security; guide delivery teams, manage risks and technical debt, collaborate with vendors, and ensure regulatory compliance while evolving enterprise architecture standards.

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.