Senior Operations Specialist
About the job
The Senior Operations Specialist position at AFCA is a unique opportunity to shape how Australia responds to scams by designing and embedding a comprehensive case management framework. This role is crucial in ensuring fair and independent outcomes for consumers and small businesses, contributing to the organization's mission of championing positive change. The team values collaboration and inclusivity, offering flexible work options and a supportive culture that prioritizes people.
You'll be responsible for
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Designing and defining future-state case management processes
Crafting innovative processes that will enhance the efficiency and effectiveness of complaint handling related to scams.📊
Translating regulatory, operational and business requirements into workflows
Converting complex requirements into clear, actionable workflows that guide the complaint resolution process.🤝
Partnering with stakeholders to shape and validate process design
Collaborating with various stakeholders to ensure that the designed processes meet the needs of all parties involved.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
Demonstrated ability to translate complex requirements into practical processes.View
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Stakeholder engagement expertise
Strong facilitation skills with diverse stakeholders for effective collaboration.View
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