About the Role
At AFCA we are building a future‐ready capability to respond to one of the fastest‐growing issues impacting Australians, scams. We are looking for a Senior Operations Specialist to design and embed the end‐to‐end case management framework that will underpin our Scams External Dispute Resolution capability and influence how complaints are managed at scale.
Key Responsibilities
* 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)
Qualifications
* 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 – turning 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 Desired Experience
* Experience from telco, digital or high‐volume customer environments
* 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 and 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
Additional Information & Benefits
* Silver 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 modern offices designed for collaboration and wellbeing
* 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
Equal Opportunity Statement
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 .
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