Senior Ombudsman, Scams
Core
Lead a team of dispute resolution specialists to deliver independent, fair decisions on scam-related complaints for consumers and small businesses under the Scams Prevention Framework.
Role type
Senior Ombudsman (Team Lead & Technical Advisor)
Builds
Independent dispute resolution outcomes for financial scams
Domain
Financial services, consumer protection, telecommunications, digital platforms
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Legal qualifications, senior executive leadership in consumer resolution, team management, coaching and mentoring, policy and procedural development, stakeholder engagement, conflict resolution
Preferred skills
Experience in banking, telecommunications, or digital platforms, knowledge of product law and regulations, ability to drive industry standards
Technologies
N/A
Responsibilities
Shape the Scams portfolio plan and new ways of working; manage team budget, workforce planning, and workflow; coach and develop adjudicators and case workers; manage monthly outcomes and engage with parties on contentious cases; influence members and industry associations to improve standards; contribute to policy and procedural documentation.
Seniority
Senior, hands-on IC with team leadership