Job Description

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.

Program Lead, Governance & Enablement

Drive a nationally significant program tackling scams across financial services, telecommunications and digital platforms

Join AFCA at a pivotal moment as we expand our role under the new Scams Prevention Framework, extending our jurisdiction across multiple sectors to better protect Australians from scam-related harm. This is a rare opportunity to shape and lead the governance and delivery engine behind a complex, high-profile transformation program.

This role is offered as an initial 12-month contract, with a strong view to extension.

The Opportunity

Reporting to the EGM, Scams EDR Project, the Program Lead, Governance & Enablement is the central force that keeps this enterprise-wide program aligned, connected and delivering.

You’ll operate as the “engine room” of the program, orchestrating cadence, governance, planning, risk, and delivery across multiple value streams, technology teams, and external vendors. This is a highly visible role where you’ll influence senior stakeholders and ensure outcomes are delivered with pace, discipline and clarity.

Key Responsibilities

• Own the program operating rhythm – PI planning, cadence, governance cycles
• Lead portfolio and budget alignment across value streams
• Drive lean delivery practices, metrics and continuous improvement
• Oversee risk, issue and dependency management (RAID) at program level
• Deliver clear, executive-level governance reporting
• Coordinate technology delivery oversight and milestone tracking
• Manage vendor and third-party performance and governance
• Partner with senior leaders to ensure delivery alignment and transparency

Qualifications

What You’ll Bring

• Proven experience leading large-scale, complex programs in financial services, government or regulated environments
• Deep expertise in scaled agile, lean delivery and program governance
• Strong capability in PI planning, portfolio management and delivery cadence
• Experience managing cross-stream dependencies, risks and competing priorities
• Confidence providing technology delivery oversight in complex environments
• Exposure to vendor management and procurement governance
• Highly developed stakeholder engagement and influencing skills
• A proactive, detail-oriented mindset with the ability to drive clarity in ambiguity

If you’re energised by leading complex programs, influencing at senior levels, and driving outcomes that protect Australians, we’d love to hear from you.

Additional Information

• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.