Teams at Australian Financial Complaints Authority (AFCA)

Lead and develop a team resolving complex scam complaints. Oversee investigations, assessments, settlements, correspondence, escalations, quality, workload allocation, and fair outcomes. Coach staff, support wellbeing through trauma-informed practices, identify systemic risks, and help establish and improve AFCA’s new scams dispute resolution function.

Lead the establishment and operation of AFCA’s new scams dispute resolution function. Oversee managers and teams resolving complex complaints through investigation, negotiation and conciliation; set strategy, standards, performance expectations and operating conditions; manage budgets and workforce planning; develop leaders; ensure fair, timely and trauma-informed outcomes; lead change and continuous improvement; use data and approved AI responsibly; and engage regulators, industry, consumer groups and regulated entities.

Investigates and resolves complex, multi-party scam complaints through analysis, negotiation, conciliation, preliminary assessments, and decision-ready briefs. Provides trauma-informed support to consumers, assesses conduct against regulatory obligations, manages sensitive information, mentors colleagues, contributes to quality review, and identifies emerging scam methods and systemic issues.