Senior Manager, SPF Customer Service

Fairness feels good
Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Responsibilities

Help shape the future of scam prevention in Australia; This is a unique opportunity to lead the development of AFCA’s dedicated customer service capability for the Scams Prevention Framework (SPF).; About the role:; This role is initially a 12-month max term contract; What you'll be doing:; Building and leading dedicated SPF Customer Service teams in preparation for go-live in March 2027.; Driving operational excellence across workforce planning, service delivery, performance and escalations.; Using data and insights to improve customer outcomes and business performance.; Leading and developing Team Leaders and frontline teams.; Partnering with senior stakeholders across Customer Service, Operational Excellence and the SPF Program to deliver a seamless customer experience.

Requirements

You are an experienced operational leader who understands how to build strong customer service functions within complex and changing environments. You combine strategic thinking with a practical approach to implementation and can engage, influence and bring stakeholders with you.; You will also bring:; Extensive leadership experience in contact centre management or a similar operational environment, with a proven track record building and operating high-performing and fast-paced teams.; Strong knowledge of contemporary customer service methodologies and practices.; Experience using data and insights to improve service delivery and business performance.; The ability to manage diverse operational functions, priorities and resources.; Commercial acumen and an understanding of business performance levers.