Senior Operations Specialist
About the job
The Senior Operations Specialist job at AFCA is all about shaping how Australia responds to scams. This position plays a critical role in designing and embedding a comprehensive case management framework that will enhance the Scams External Dispute Resolution capability. Team members thrive in a collaborative environment that values inclusivity and encourages innovative thinking, making a real impact on consumers and small businesses.
You'll be responsible for
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Designing case management processes
Designing and defining future-state case management processes to ensure effective complaint handling.🔄
Translating requirements into workflows
Translating regulatory, operational and business requirements into clear workflows that support complaint resolution.🚀
Supporting implementation and roll-out
Supporting 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 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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