SeniorOperationalSpecialist

Fairness feels good 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 shape how Australia responds to scams At AFCA, we’re building a future-ready capability to respond to one of the fastest-growing issues impacting Australians, Scams. We’re 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 you’ll 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, 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), not just process map You will sit at the intersection of operations, reg