Senior Operational Specialist
About the job
The Senior Operations Specialist at AFCA plays a pivotal role in shaping how Australia responds to scams by designing and embedding a comprehensive case management framework. This job is all about making a real impact, ensuring fair and independent outcomes for consumers and small businesses. The team thrives on collaboration, inclusivity, and a shared commitment to fairness, making it a fantastic place to grow and contribute.
You'll be responsible for
📝
Designing case management processes
Designing and defining future-state case management processes that underpin the Scams External Dispute Resolution capability.🔄
Translating requirements
Translating regulatory, operational, and business requirements into workflows that ensure scalable and consistent complaint handling.📚
Developing guidance materials
Developing clear guidance, templates, and training materials to support implementation and operational roll-out.Key criteria
📊
Case management experience
Proven experience in case management or complaint handling.View
🔄
Process design skills
Demonstrated ability to translate complex requirements into practical processes.View
🤝
Stakeholder engagement
Strong facilitation skills for effective stakeholder collaboration.View
View more
