Jobs at Australian Financial Complaints Authority (AFCA)

Lead design and delivery of an enterprise learning strategy for a major scams prevention transformation. Conduct needs analysis, create blended learning assets (eLearning, videos, guides, workshops), partner with SMEs, deliver face-to-face and virtual training, drive continuous improvement, and champion modern instructional design to enable behavioural change across the organisation. 12-month contract.

Review and investigate consumer and small-business insurance complaints, gather information from parties, apply AFCA complaint resolution criteria and legal/industry guidance, use alternative dispute resolution and negotiation where possible, and prepare plain-English preliminary assessments and draft decisions to resolve disputes fairly and efficiently.

Assess and resolve consumer and small business complaints about general insurance products. Gather evidence, apply AFCA criteria and legal/industry guidance, use alternative dispute resolution, investigate complex matters, and draft clear preliminary assessments and decisions. Liaise with consumers and financial firms to progress complaints efficiently and fairly.

Lead design and delivery of an enterprise learning strategy for the Scams Prevention Framework. Conduct training needs analysis, design and deliver face-to-face, virtual and hybrid learning, create eLearning, videos, guides and toolkits, partner with SMEs, and drive continuous improvement to enable behaviour change.

Serve as a board-appointed, sessional ombudsman providing expert decision-making on life (and/or general) insurance disputes. Assess complex matters, apply legal judgment, produce balanced determinations, communicate outcomes empathetically, and manage stakeholder relationships on flexible, engagement-based terms.

Provide specialist, on-demand adjudication of life insurance disputes as a board-appointed Sessional Ombudsman. Review complex cases, exercise independent judgment, make well-reasoned decisions, communicate outcomes to stakeholders, and uphold impartiality and procedural fairness. Engagements are flexible in duration and require substantial senior legal and insurance experience.

Produce clear, audience-focused communications: write and edit reports, media materials, web and social content; translate complex data into accessible messaging; support media engagement; maintain website content; create visual assets; monitor engagement and collaborate with stakeholders and committees.

Design and embed end-to-end case management and operating models for Scams EDR. Translate regulatory and business requirements into workflows, guidance, templates and training; partner with stakeholders; define data-driven, multi-entity case workflows; identify risks and improvements; and support implementation, readiness and operational roll-out.

Design and embed an end-to-end case management framework for Scams EDR: define future-state processes and operating models, translate regulatory and business requirements into workflows, create guidance and training, identify risks and improvements, and support implementation and operational roll-out across data, systems and stakeholders.

Lead telecommunications components of AFCA's Scams EDR Program by providing expert advice on networks, technologies and regulation; analyse scam typologies; identify systemic vulnerabilities; engage regulators and industry; develop dispute resolution frameworks, training, public awareness and cross-sector partnerships to strengthen consumer protections.

Lead telecommunications components of AFCA's Scams EDR Program. Provide specialist telecom advice on networks, SMS/voice fraud, regulatory frameworks, and dispute resolution. Analyse scam typologies, identify systemic vulnerabilities, engage regulators and industry, develop mitigation strategies, training, guidance and public awareness, and represent AFCA in cross-sector forums to strengthen consumer protections.

Lead design and delivery of People & Culture foundations for the Scams External Dispute Resolution program. Build workforce model, embed operating model, drive culture and performance, coach senior leaders, manage complex employee relations issues, partner with Workplace Relations and legal, and deliver targeted people strategies through program lifecycle.

Lead design and delivery of People & Culture activities for the Scams External Dispute Resolution program. Build workforce models, embed operating model, coach senior leaders, manage complex employee relations, drive organisational effectiveness, and partner with PMO and Centres of Excellence to align people strategy to program milestones.

Lead design and implementation of AFCA's AI governance and assurance framework. Establish lifecycle assurance, define controls and evidence requirements, conduct technical risk and fairness/robustness evaluations, maintain AI inventory and risk register, report to executives and uplift organisation-wide AI governance capability through guidance, education and stakeholder collaboration.

Lead design and implementation of AFCA's AI governance and assurance framework. Establish AI lifecycle assurance, conduct technical risk assessments, define governance standards and evaluation methods, maintain AI inventory and risk register, report to executives, and uplift organisation-wide AI governance capability.

Lead end-to-end solution architecture for data, analytics and AI initiatives; translate enterprise strategy into scalable designs; embed security, privacy, governance and responsible AI; provide hands-on leadership across data platforms, integration, modelling, serving and reporting; guide teams on design patterns, risks and architectural roadmaps in a regulated environment.

Lead end-to-end solution architecture for data, analytics and AI initiatives. Design scalable, secure cloud data platforms and AI solutions, embed governance and responsible AI, guide delivery teams, manage architectural risk and technical debt, and evolve enterprise data and AI architecture roadmaps and standards.

Lead end-to-end architecture for AFCA's Digital Experience Platform, designing secure, scalable solutions for websites, digital applications, integrations and multi-channel journeys. Translate business and customer needs into implementable architectures, guide delivery teams, manage technical debt and risks, ensure regulatory and security compliance, and evolve enterprise architecture standards.

Design and own end-to-end architecture for AFCA's Digital Experience Platform, translating customer and business needs into secure, scalable solutions. Lead architecture across channels, CMS, integrations, data and security; guide delivery teams, manage risks and technical debt, collaborate with vendors, and ensure regulatory compliance while evolving enterprise architecture standards.

Support AFCA's privacy compliance by handling access and correction requests, assisting incident management and reporting, researching privacy developments, producing insights, delivering training, and liaising with stakeholders to maintain privacy obligations under the Privacy Act 1988.