Senior Manager, Triage, Assessment & Prioritisation, Scams
Core
Establish and lead the Triage, Assessment & Prioritisation (TAP) function for the new Australian Scams Ombudsman service to assess scam complaints and direct them to the right pathway.
Role type
Senior Manager, operational leader building a new dispute resolution service
Builds
A new front-door service for scam complaint triage, assessment, and prioritisation
Domain
Financial services, regulatory operations, consumer dispute resolution
Required skills
Senior leadership in high-volume operations, establishing new functions, leading triage/assessment teams, trauma-informed practice, operational budgeting, strategic planning, stakeholder management
Preferred skills
Knowledge of Scams Prevention Framework, experience in external dispute resolution or legal environments
Technologies
AI tools, data analytics platforms
Responsibilities
Lead the establishment of the TAP function ahead of launch, set operating models and service standards, build leadership capability in teams, drive performance metrics, manage workforce and budget planning, champion safe use of technology and AI, translate complaint insights into systemic intelligence
Seniority
Senior, hands-on IC with strategic leadership scope
