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.

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 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 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 developments, producing insights, delivering training, and liaising with stakeholders to maintain privacy obligations under the Privacy Act 1988.

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 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 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 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.