Senior Manager, SPF Customer Service
Core
Lead the development and implementation of AFCA's dedicated customer service capability for the Scams Prevention Framework (SPF) to handle eligible scam complaints from consumers and small businesses starting March 2027.
Role type
Senior Manager, Customer Service Operations
Builds
Dedicated SPF Customer Service teams and operating models for handling scam complaints
Domain
Financial services / Dispute resolution / Scam prevention
Required skills
Contact centre management, team leadership, operational excellence, workforce planning, data-driven performance improvement, stakeholder engagement, process implementation
Preferred skills
Experience with victims of crime/scams, external dispute resolution, financial services industry, industry regulated under SPF
Technologies
None explicitly stated
Responsibilities
Building and leading dedicated SPF Customer Service teams, driving operational excellence in service delivery and performance, using data to improve customer outcomes, leading and developing Team Leaders and frontline staff, partnering with senior stakeholders to deliver seamless customer experience
Seniority
Senior, hands-on IC with leadership responsibilities