Director, Scams Prevention Framework Operations

This is a fully remote position, open to applicants in Australia.

📋 Description

• Provide strategic direction for the design, implementation, and continuous refinement of AFCA's Scams Prevention Framework external dispute resolution operating model.

• Lead the operational strategy, governance, capabilities, and performance management.

• Create scalable frameworks, enhance organizational capabilities, and establish assurance mechanisms for current and future needs.

• Develop and execute strategic, business, and operational plans for the SPF EDR.

• Oversee the process of complaint intake, registration, rules assessment, prioritization, and comprehensive dispute resolution.

• Define the enterprise vision, strategy, and operational model for Information & Insights, Reportable Matters, and Data management.

• Ensure compliance with service standards, KPIs, and timeliness metrics.

• Optimize workforce planning, resource distribution, and workflow management.

• Supervise quality, consistency, transparency, and procedural fairness throughout operations.

• Lead and cultivate a high-performing operational team.

• Drive enhancements in processes, systems, and service delivery.

• Foster equitable access across all SPF operations.

• Collaborate with member firms, regulatory bodies, consumer advocates, and industry organizations.

⛳️ Requirements

• Extensive leadership experience in establishing and managing dispute resolution, complaints, regulatory, or large-scale operational environments.

• Proven ability in operational performance management, workforce planning, and leading change initiatives.

• Experience in guiding large teams through periods of growth, transformation, and complex operational challenges.

• Industry experience in Digital, Telecommunications, or Banking is preferred.

• Familiarity with complaint handling, jurisdiction assessment, and customer service delivery is advantageous.

• Strong skills in stakeholder engagement, influence, and decision-making.

• A commitment to fairness, customer-centricity, and ongoing improvement.

🏝️ Benefits

• Flexible work options available.

• Thoughtful benefits package.

• Opportunities to enhance expertise.

• Inclusive leadership and a diverse, supportive culture.

• Hybrid working model with flexible arrangements.

• Two days per week in modern offices designed for collaboration and well-being.

• Flexible public holiday options.

• Gender affirmation leave provided.

• Women’s health leave available.

• Bonus paid time off during the end-of-year holiday season.

• Accessibility support during the recruitment process.