Senior Operations Specialist

Help shape how Australia responds to scams

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

Were 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 youll 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 frontloaded case workflows integrating multiple data sources
• Define processes for multientity / valuechain complaints not linear case handling
• Translate requirements into endtoend 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 youll bring

Were 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 datadriven environments
• Strong systems thinking (process platform data integration)
• Experience working with crossfunctional 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 AIassisted or automated operational workflows
• Experience in multiparty 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 :

• 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 our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options Flexible public holidays gender affirmation leave womens health leave and bonus paid time off over the end of year holiday period.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont 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

We believe fairness starts with people. Thats why we dont 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 634000 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.

Remote Work :

No

Employment Type :

Full-time