Senior Operations Specialist

Help shape how Australia responds to scamsAt 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 doingReporting into the Scams EDR Program, you will:Design and define future-state case management processesTranslate regulatory, operational and business requirements into workflowsPartner with stakeholders to shape and validate process designDevelop clear guidance, templates and training materialsIdentify risks, dependencies and opportunities for improvementSupport implementation, readiness and operational roll-outDesign data driven, front‑loaded case workflows integrating multiple data sourcesDefine processes for multi‑entity / value‑chain complaints, not linear case handlingTranslate requirements into end‑to‑end operating model design (process + data + system + controls), not just process mapYou 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.