Complaint Resolution Manager jobs

Company Description

The Australian Scams Ombudsman team at AFCA is taking shape

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.

Help build something Australia has never done before

AFCA is preparing for an important new chapter as the Australian Scams Ombudsman (ASO). From 31 March 2027, consumers and small businesses will be able to bring eligible scam complaints to the ASO under the Scams Prevention Framework following an internal dispute resolution process.

Job Description

Lead the establishment of a new dispute resolution function and help shape Australia’s world-first response to scam complaints.

We’re looking for an experienced senior operational leader to establish and lead our scams Dispute Resolution function. This is a rare opportunity to build a new service, develop its leadership capability and create a fair, consistent and trauma-informed approach to resolving complex scam complaints.

As Senior Manager, Dispute Resolution, Scams, you’ll lead Managers and their teams in delivering fair, thorough and timely complaint outcomes.

Working closely with the Director, Operations, Scams and the broader operations leadership team, you’ll set the direction, standards and operating conditions for the function. You’ll be accountable for its performance, quality, capability, workforce planning and budget, as well as ensuring agreed and determined outcomes are implemented.

As a foundational leader in a world-first scheme, you’ll build a scalable operation that can grow as demand and evidence develop.

This is a hybrid role with 3 days per week working from the office.

What you’ll be doing:

• Establish the Dispute Resolution function for commencement on 31 March 2027, ensuring its people, processes and systems are ready for launch.
• Lead Managers and senior technical experts responsible for resolving complex scam complaints through investigation, negotiation and conciliation.
• Set the strategic direction and business plan for Dispute Resolution, including measurable priorities, risks, resources and performance expectations.
• Build leadership depth by coaching Managers, developing future leaders and creating high-performing, resolution-focused teams.
• Shape a coordinated consumer journey across triage, customer service, dispute resolution, decision-making and outcome implementation.
• Champion a trauma-informed, human-centred approach that promotes safety, trust, transparency, choice and collaboration.
• Drive performance across timeliness, productivity, quality, consumer participation and implementation of outcomes without compromising fairness or consumer safety.
• Oversee complex and escalated complaints, applying sound judgement to specialist and legal advice.
• Manage the function’s budget and workforce plan, using demand, capacity and handling-time data to guide resourcing decisions.
• Lead change and continuous improvement, ensuring new practices are effectively adopted and sustained.
• Champion the safe and accountable use of approved technology and AI, with human judgement retained for every decision.
• Translate complaint outcomes, scam trends and regulated-entity conduct into insights that support systemic issue identification, better industry practice and the prevention of future harm.
• Build constructive relationships with regulated entities, industry associations, regulators and consumer groups.

Qualifications

You’ll be a highly capable senior leader with deep operational and dispute resolution experience, strong commercial judgement and the ability to build a complex service from the ground up.

You’ll bring:

• Senior leadership experience running a complex, high-volume dispute resolution, regulatory or service operation.
• Experience establishing, growing or transforming a function while contributing to broader organisational strategy.
• Advanced investigative and dispute resolution expertise, with the judgement to guide Managers and oversee complex outcomes.
• Experience managing operational budgets and workforce plans, using demand and capacity data to make effective resourcing decisions.
• A strong track record of building high-performing teams and developing capable, accountable leaders.
• Experience designing services around the customer journey, supported by a strong understanding of trauma-informed practice.
• The ability to lead change through clear planning, staff engagement, adoption measures and ongoing review.
• Strong influencing and stakeholder-management skills across regulated entities, regulators, consumer groups and senior internal stakeholders.
• Knowledge of the Scams Prevention Framework and relevant regulation, or the ability to build this knowledge quickly.
• Personal resilience, emotional intelligence and strong situational awareness in complex and demanding environments.
• Relevant tertiary or postgraduate qualifications and demonstrated experience in external dispute resolution, financial services, legal or regulatory settings.

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 Careers@afca.org.au.

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.