AFCA
Financial Services
SeniorOperationsSpecialist
“Senior Operations Specialist at AFCA. Skills: process design, stakeholder engagement, case management. Design and define future-state case management processes. Translate regulatory, operational and business requirements into workflows”
What You'll Achieve.
contribute to fair, independent outcomes for consumers and small businesses; ensuring scalable and consistent complaint handling
Industry & Context.
Analytical mindset with a focus on risk and continuous improvement
initially a 12 month contract with the possibility of extension
What They're Looking For.
Must Have
Proven experience in case management, operations or complaint handling, Ability to translate complex requirements into practical processes, facilitation and stakeholder engagement skills, Exceptional written communication, Analytical mindset with a focus on risk and continuous improvement, Ability to design in data-driven environments, systems thinking (process + platform + data integration), Experience working with cross-functional teams, Capability to operate in ambiguity and stand up new functions
Nice to Have
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, intelligence environments, Exposure to data platforms / analytics / intelligence tooling, Experience designing AI-assisted or automated operational workflows, Experience in multi-party ecosystems, Experience incorporating technical / digital evidence into case handling, Experience leading or transitioning into operational leadership roles
What You'll Do.
Design and define future-state case management processes
operational and business requirements into workflows
Partner with stakeholders to shape and validate process design
Develop clear guidance
templates and training materials
dependencies and opportunities for improvement
Support implementation
readiness and operational roll-out
front‑loaded case workflows
Define processes for multi‑entity / value‑chain complaints
Translate requirements into end‑to‑end operating model design
How You'll Work.
Team & Collaboration
Partner with stakeholders to shape and validate process design; Experience working with cross-functional teams (data, tech, analytics)
Communication Scope
Exceptional written communication
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