Jobs at Australian Financial Complaints Authority (AFCA)

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.

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.

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.

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 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 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. 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.

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.