Company Description

Fairness feels good

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.

Job Description

Help shape how Australia responds to scams

At AFCA, we’re building a future-ready capability to respond to one of the fastest-growing issues impacting Australians, Scams.

We’re looking for a Senior Operations Specialist to play a critical role in designing and embedding the end-to-end case management framework that will underpin our Scams External Dispute Resolution capability.

This is a unique opportunity to design from the ground up, influence how complaints are managed at scale, and contribute to fair, independent outcomes for consumers and small businesses.

What you’ll be doing

Reporting into the Scams EDR Program, you will:

• Design and define future-state case management processes
• Translate regulatory, operational and business requirements into workflows
• Partner with stakeholders to shape and validate process design
• Develop clear guidance, templates and training materials
• Identify risks, dependencies and opportunities for improvement
• Support implementation, readiness and operational roll-out

• Design data driven, front‑loaded case workflows integrating multiple data sources
• Define processes for multi‑entity / value‑chain complaints, not linear case handling
• Translate requirements into end‑to‑end operating model design (process + data + system + controls), not just process map

You will sit at the intersection of operations, regulation and delivery, helping ensure scalable and consistent complaint handling.

This is initially a 12 month contract with the strong possibility of extension.

Qualifications

What you’ll bring

We’re looking for someone who combines process design expertise with strong stakeholder engagement:

• Proven experience in case management, operations or complaint handling
• Ability to translate complex requirements into practical processes
• Strong facilitation and stakeholder engagement skills
• Exceptional written communication – you can turn complexity into clarity
• Analytical mindset with a focus on risk and continuous improvement
•  Ability to design in data‑driven environments
• Strong systems thinking (process + platform + data integration)
• Experience working with cross‑functional teams (data, tech, analytics)
• Capability to operate in ambiguity and stand up new functions

Highly desirable experience

We are particularly interested in candidates with experience from telco, digital or high-volume customer environments, where you have:

• Designed or improved customer or complaint journeys at scale
• Worked in digitally-enabled operating models or platforms
• Delivered process change in fast-paced, evolving environments
• Navigated regulatory or customer remediation frameworks

• Experience in fraud, scams, financial crime, investigations, or intelligence environments
• Exposure to data platforms / analytics / intelligence tooling
• Experience designing AI‑assisted or automated operational workflows
• Experience in multi‑party ecosystems (regulators, industry, law enforcement)
• Experience incorporating technical / digital evidence into case handling
• Experience leading or transitioning into operational leadership roles

This experience will be highly valued given the complex, high-volume and digitally-driven nature of scams complaints.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.