Senior Operational Specialist
About the job
The Senior Operations Specialist at AFCA is a pivotal position focused on shaping how Australia responds to scams. This job offers a unique opportunity to design and implement a comprehensive case management framework that will enhance the Scams External Dispute Resolution capability. AFCA values collaboration and inclusivity, fostering a culture where every voice matters and innovation thrives.
You'll be responsible for
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Designing case management processes
Design and define future-state case management processes that integrate multiple data sources and ensure effective complaint handling.🔄
Translating requirements
Translate regulatory, operational, and business requirements into clear workflows and end-to-end operating model designs.🚀
Supporting implementation
Support the 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 skills
Experience translating complex requirements into practical processes.View
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Stakeholder engagement
Demonstrated ability to facilitate and engage with stakeholders effectively.View
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