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.

Help shape Australia's response to scams and protect consumers nationwide.

Scams are one of the fastest-growing threats facing Australians. At AFCA, we're playing a critical role in delivering the new Scams External Dispute Resolution (EDR) Program under the Scams Prevention Framework (SPF) and we're seeking a highly experienced Telecommunications Industry Lead to help shape this important work.

This is a rare opportunity for a telecommunications expert to influence how industries, regulators and consumer protection bodies work together to prevent harm, resolve disputes fairly, and strengthen Australia's resilience against scams.

Why this role matters

Telecommunications channels sit at the centre of many scam activities, from SMS phishing and voice spoofing to SIM swapping and emerging technologies. As the Telecommunications Industry Lead, you'll provide the specialist expertise that helps AFCA design and implement an effective dispute resolution framework that addresses these risks and delivers better outcomes for consumers.

You will work across industry sectors, government, regulators, consumer groups and internal stakeholders to ensure telecommunications considerations are embedded into AFCA's approach to scam-related complaints and dispute resolution.

What you'll be doing

In this highly visible role, you will:

• Lead telecommunications components of AFCA's Scams EDR Program.
• Provide expert advice on telecommunications networks, technologies, systems and regulatory frameworks.
• Analyse scam typologies involving telecommunications channels, including SMS, voice, number spoofing and SIM swapping.
• Identify systemic vulnerabilities and contribute to risk mitigation strategies.
• Engage with telecommunications providers, industry associations and regulators including ACMA, ACCC and ASIC
• Contribute to the development of dispute resolution approaches, frameworks, guidance and operational processes.
• Monitor emerging regulatory developments, industry standards and technological changes.
• Develop training, knowledge resources and public awareness initiatives.
• Represent AFCA in cross-sector working groups, consultations and industry forums.
• Influence meaningful change that strengthens consumer protections across Australia.

Qualifications

About you

You're a respected telecommunications professional who can bridge technical expertise, regulatory knowledge and stakeholder influence.

You'll bring:

• significant experience within the telecommunications sector.
• Strong knowledge of telecommunications infrastructure and technologies, including mobile networks, VoIP, SMS gateways and number portability.
• Deep understanding of Australian telecommunications regulation, industry codes and ACMA frameworks.
• Experience in areas such as regulatory affairs, compliance, fraud prevention, cyber, scams, consumer protection or risk.
• Knowledge of scam and fraud typologies involving telecommunications channels.
• Outstanding analytical skills and the ability to translate complex technical issues into practical business outcomes.
• Exceptional stakeholder engagement and influencing capability.
• Experience working with regulators, government agencies, industry bodies or consumer advocacy groups.
• The ability to navigate complex, evolving environments and build effective cross-sector partnerships.

Additional Information

• Gold 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.