Director, Scams Prevention Framework Operations

🔥 13 hours ago

🇦🇺 Australia – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Australian Financial Complaints Authority

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2018

💼 Consulting

⚖️ Legal

🛡️ Insurance

Consulting • Legal • Insurance

Australian Financial Complaints Authority is an independent organization that offers fair and free dispute resolution for consumers and small businesses in Australia facing financial complaints. It handles issues related to credit, finance, insurance, banking, investments, and superannuation, ensuring accountability and transparency in the financial services sector.

📋 Description

• Provide strategic leadership for the design, implementation and ongoing evolution of AFCA's Scams Prevention Framework external dispute resolution operating model • Lead operational strategy, governance, capability and performance • Establish scalable frameworks, organisational capability and assurance mechanisms for current and future demand • Develop and implement SPF EDR strategic, business and operational plans • Lead complaint intake, registration, Rules assessment, prioritisation and end-to-end dispute resolution • Set the enterprise vision, strategy and operating model for Information & Insights, Reportable Matters and Data • Own delivery against service standards, KPIs and timeliness measures • Optimise workforce planning, resource allocation and workflow management • Oversee quality, consistency, transparency and procedural fairness • Lead and develop a high-performing operational workforce • Drive process, systems and service-delivery improvements • Embed equitable access across SPF operations • Collaborate with member firms, regulators, consumer representatives and industry bodies

🎯 Requirements

• Extensive leadership experience in establishment and running of dispute resolution, complaints, regulatory or large-scale operational environments • Demonstrated capability in operational performance management, workforce planning and change leadership • Experience leading large teams through growth, transformation and complex operational challenges • Industry experience in Digital, Telecommunications or Banking desirable • Some understanding of complaint handling, jurisdiction assessment and customer service delivery beneficial • Strong stakeholder engagement, influencing and decision-making skills • Commitment to fairness, customer focus and continuous improvement

🏖️ Benefits

• Flexible work options • Thoughtful benefits • Opportunities to deepen expertise • Inclusive leadership and diverse, caring culture • Hybrid working with flexible arrangements • Two days a week in modern offices designed for collaboration and wellbeing • Flexible public holidays • Gender affirmation leave • Women’s health leave • Bonus paid time off over the end-of-year holiday period • Accessibility support during the recruitment process