Jobs at Australian Financial Complaints Authority (AFCA)

Lead AFCA’s Business Continuity Management program and organisational resilience capability. Responsibilities include maintaining continuity plans, conducting business impact analysis, training, exercises, scenario testing, governance reporting, supplier resilience activities, and supporting disruption activation, recovery, and post-incident reviews. The role partners with business leaders to strengthen preparedness, monitor risks, track improvements, and embed continuity awareness across the organisation.

Leads AFCA’s Business Continuity Management program and organisational resilience capability. Responsibilities include maintaining continuity plans, conducting business impact analysis, facilitating exercises and training, providing governance reporting, supporting disruption activation and recovery, tracking risks and improvements, and strengthening critical supplier resilience. The role partners with leaders across the organisation to improve preparedness, embed continuity practices, and support post-incident reviews.

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 development and implementation of AFCA's AI governance and assurance framework. Design lifecycle assurance, conduct technical risk assessments, define controls and evaluation methods, embed governance-by-design with technology teams, maintain AI inventory and risk register, report to executives and uplift organisation-wide AI governance capability.

Lead development and implementation of AFCA's AI governance and assurance framework. Design lifecycle assurance, perform technical risk assessments, define controls and evaluation methods for generative and ML systems, maintain AI inventory and risk register, report to executives, and uplift organisation-wide AI governance capability.

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 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.

Support AFCA's privacy compliance by handling access and correction requests, assisting incident management and reporting, researching privacy law developments, collating privacy insights, delivering training, and liaising with internal teams, regulators and external firms to protect personal information and meet statutory obligations under the Privacy Act.

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.

Review and investigate complex financial complaints from consumers and small businesses, gather information, identify key issues, apply financial planning knowledge and AFCA criteria, and produce clear written decisions to resolve disputes fairly and efficiently. Manage multiple matters in a high-volume environment while communicating sensitively with customers and firms.

Lead end-to-end solution architecture for data, analytics and AI initiatives. Translate strategy into scalable, secure designs across data platforms, pipelines, model deployment and governance. Advise delivery teams and senior stakeholders, embed privacy, security and responsible AI, manage architectural risk and contribute to enterprise data and AI roadmaps.

Review and investigate complex consumer and small business financial complaints related to investments and advice. Gather evidence, identify key issues, apply financial planning knowledge and AFCA criteria, and produce clear written decisions to resolve disputes fairly and efficiently over a 24-month project.

Lead end-to-end solution architecture for data, analytics and AI initiatives; translate enterprise strategy into delivery-ready designs; embed security, privacy, governance and responsible AI; guide cloud data platforms, integration, pipelines, modelling and serving; manage architectural risk, technical debt and roadmaps; and influence stakeholders across a complex regulated organisation.

Lead quality engineering and test management across a major enterprise transformation. Define QA strategy, champion automation and AI-enabled testing, oversee functional, integration, API, performance, security and accessibility testing, manage vendor assurance, establish metrics and reporting, and build and mentor a high-performing quality engineering team within a scaled Agile (SAFe) environment.

Lead quality engineering, testing strategy and release assurance across a large enterprise transformation. Establish QA practices, champion automation and AI-enabled testing, oversee functional, integration, API, performance, security and accessibility testing, manage vendor SI outcomes, drive CI/CD integrated automation, define metrics and build a high-performing Quality Engineering team in a scaled Agile environment.

Provide high-level executive support to the CTO: manage diary and leadership rhythms, organise meetings, prepare executive communications and presentations, streamline workflows using collaboration tools, act as stakeholder contact, support recruitment/admin tasks, manage travel/expenses and drive engagement initiatives while proactively solving problems and collaborating with the EA community.

Provide high-level executive support to the CTO: manage diary and travel, coordinate leadership rhythms and meetings, prepare executive communications and briefings, streamline processes using collaboration tools, support recruitment/onboarding for the tech function, handle budgets/expenses, and act as a trusted stakeholder liaison across the organisation.

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.