Senior Operational Specialist
About the job
The Senior Operations Specialist at AFCA plays a vital role in shaping how Australia responds to scams by designing and embedding an end-to-end case management framework. This position offers an incredible opportunity to influence complaint management at scale, ensuring fair and independent outcomes for consumers and small businesses. The team values collaboration and inclusivity, creating a supportive environment where every voice is heard.
You'll be responsible for
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Designing case management processes
Design and define future-state case management processes to enhance complaint handling capabilities.🔄
Translating requirements into workflows
Translate regulatory, operational and business requirements into effective workflows that support complaint resolution.🚀
Supporting implementation and roll-out
Support implementation, readiness and operational roll-out of the new case management framework.Key criteria
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Case management experience
Proven experience in case management or complaint handling.View
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Process design expertise
Demonstrated ability to translate complex requirements into practical processes.View
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Stakeholder engagement skills
Strong facilitation skills for effective stakeholder collaboration.View
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