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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.

Investigate and resolve scam complaints under Australia’s Scams Prevention Framework. Responsibilities include reconstructing scams and transaction histories, assessing regulated entities against regulatory obligations, managing sensitive caseloads, negotiating outcomes, preparing reasoned assessments, communicating empathetically with distressed consumers, identifying systemic issues, and maintaining accurate confidential records.

Leads a new team responsible for enriching scam complaint information, analyzing fraud trends and typologies, identifying systemic issues, and producing operational, strategic, and regulatory insights. The role establishes data quality, privacy, security, governance, reporting, and analytics practices while partnering with data teams, regulators, and industry. It also requires translating complex analytical findings into practical recommendations for operational and executive audiences.

Develop and deliver integrated communications strategies, create clear content across internal and external channels, advise senior stakeholders, manage communications projects, and use data to improve engagement and impact. The role translates complex information into compelling narratives, builds stakeholder relationships, and supports AFCA’s reputation and strategic goals.

Leads end-to-end delivery across complex technology programs and value streams. Facilitates SAFe and Agile events, manages dependencies, risks, impediments, vendors, and governance, and aligns business and technology teams around measurable outcomes. Coaches Scrum Masters, Product Owners, and delivery teams while supporting organisational change and continuous improvement in a regulated environment.

Leads litigation, judicial review, dispute resolution, and regulatory matters for AFCA. Provides strategic legal advice to senior leaders, manages external legal providers, develops litigation strategies, monitors legislative developments, and advises on legal and reputational risks. Prepares executive-level submissions and recommendations, supports complex complaints and jurisdictional matters, contributes to strategic legal initiatives, and helps build team capability.

Assess financial complaints against AFCA Rules, determine jurisdiction, identify key issues, request documentation, and support early resolution. The role involves communicating with complainants and financial firms, maintaining case records, explaining processes, identifying vulnerabilities and systemic issues, facilitating fair outcomes, escalating complex matters, and contributing to consistent complaint handling and service improvement.

Develop and publish six-week customer service rosters, schedule planned activities, and monitor real-time phone, web chat, and case-handling queues. Analyze forecasts, trends, and performance data to optimize resource allocation, respond to demand fluctuations, recommend scheduling improvements, and provide daily and monthly reporting to Customer Service leadership.