Australian Financial Complaints Authority22 jobs

Senior Operations Specialist

SeniorFull-timeHybridMelbourne VIC, AustraliaOperations consultingPosted 3 days agoVerified 3 days ago
Pending fitX of Y criteria met

About the job

The Senior Operations Specialist at AFCA plays a crucial role in shaping how Australia responds to scams by designing and embedding a comprehensive case management framework. This job is an incredible opportunity to influence the management of complaints at scale, ensuring fair outcomes for consumers and small businesses. The team thrives on collaboration, innovation, and a commitment to fairness, creating a supportive environment where every voice is valued.

Meet the team

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Think you're a good fit?See what the hiring team are looking for

You'll be responsible for

📝

Designing case management processes

Designing and defining future-state case management processes that will underpin the Scams External Dispute Resolution capability.
🔄

Translating requirements into workflows

Translating regulatory, operational and business requirements into workflows to ensure effective complaint handling.
🚀

Supporting implementation and operational roll-out

Supporting implementation, readiness and operational roll-out of the new case management framework.

Key criteria

📋

Case management experience

Proven experience in case management or complaint handling.

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🔄

Process design expertise

Demonstrated ability to translate complex requirements into practical processes.

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🤝

Stakeholder engagement skills

Strong facilitation skills for effective stakeholder collaboration.

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A meaningful career starts with a match

View your fit

5 criteria for this job
Case management experience
Proven experience in case management or complaint handling.

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Process design expertise
Demonstrated ability to translate complex requirements into practical processes.

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Stakeholder engagement skills
Strong facilitation skills for effective stakeholder collaboration.

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Analytical mindset
Experience focusing on risk and continuous improvement.

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Data-driven design capability
Ability to design workflows in data-driven environments.

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