Digital Platforms Industry Lead, Scams at Australian Financial Complaints Authority Limited

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Digital Platforms, Scam Resolution, Regulatory Frameworks, Dispute Resolution, Technical Know-how, Policy Integration, Risk Assessment, Stakeholder Engagement, Guidance Creation, Training Material Development, Industry Practice Monitoring, Platform Providers Engagement, ACCC Engagement, Trust & Safety, Platform Integrity, Digital Risk Management

Industry

Financial Services

Description

Company 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. Job Description Step into a role where your expertise can genuinely shape Australia’s response to scams. In this newly created position, the Digital Platforms Industry Lead, will drive the development and implementation of digital platforms-related components of the Scams EDR Program. This is a rare opportunity to help protect millions of consumers in one of the fastest‑moving areas of the digital economy. You’ll bring your technical and regulatory know‑how to craft smart, scalable dispute‑resolution approaches, lead the digital‑platforms components of the program, and influence how platforms, regulators and industry tackle scam risks. If you thrive in complex, emerging spaces and want to make a real impact on fairness, safety and national outcomes, this is your chance to be part of something groundbreaking. This is initially a 12 month contract opportunity. Typically in this role you will: Provide expert advice on digital platform infrastructure, systems and regulatory frameworks, helping the Scams EDR Program Team (and others) navigate the complexities of scam‑related complaints. Lead the design, development and rollout of all digital‑platform components within the Scams EDR Program, shaping how AFCA supports consumers and industry. Partner with legal, policy, technology and operational teams — as well as external stakeholders — to ensure digital‑platform risks, opportunities and insights are fully integrated into the SPF and program design. Drive the creation of high‑quality guidance, training materials and internal knowledge resources that strengthen organisational capability in digital platforms and scams. Stay ahead of changes in regulation, standards and industry practice, bringing proactive insights that influence AFCA’s approach. Lead and support engagement with digital platform providers, industry bodies and regulators (including the ACCC), representing AFCA with confidence and credibility. Contribute to risk assessments and mitigation strategies to address digital‑platform vulnerabilities within the Scams Prevention Framework. Represent AFCA in cross‑sector working groups, forums and consultations, helping shape national conversations on scam prevention. Provide technical expertise to training, public education and awareness initiatives focused on digital‑platform scam vectors. Champion AFCA’s role in building community awareness and reducing scam vulnerability through targeted education campaigns. Undertake other key activities required to implement the Scams Prevention Framework and establish effective dispute‑resolution arrangements. Qualifications Experience in the digital platforms sector (e.g. social media, search engines and instant messaging services), ideally in a regulatory, compliance, fraud prevention, or consumer protection role. Strong understanding of technologies and capabilities of digital platforms Understanding of platform advertising systems (e.g. paid social, search ads, sponsored content) and how they may be exploited for scam activity Knowledge of user authentication, identity verification processes and account-level risks controls used by digital platforms Knowledge of Australian regulatory frameworks relevant to digital platforms, including legislation (e.g. Online Safety Act) and relevant industry codes (e.g. Australian Online Scams Code). Familiarity with common scammer exploitation techniques (e.g. generative AI content, deepfakes, automated account creation, bot activity and phishing infrastructure). Strong analytical and problem-solving skills, with the ability to interpret technical information and translate it into practical advice. Excellent communication skills, including the ability to convey complex technical concepts to non-technical audiences. Experience in trust & safety operations, platform integrity, content policy enforcement or digital risk management within large-scale platforms is highly desirable. Comfort navigating complex cross-sector environments involving regulators, industry bodies and consumer groups is highly desirable. Additional Information To apply: Don’t meet every single criterion but feel you have the attributes to be successful in this role? If so, then we encourage you to apply. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. We strive for a fair, inclusive, and accessible recruitment experience. If you have specific requirements, please contact the recruiter managing this process. For transparency, we ask that you inform your leader when applying. Applications close after 10 business days on Thursday 12th March.

Responsibilities

This role drives the development and implementation of digital platforms-related components of the Scams EDR Program, requiring expert advice on infrastructure, systems, and regulatory frameworks to shape dispute resolution approaches. The Lead will also partner with internal and external stakeholders to integrate digital platform risks and insights, and lead engagement with platform providers and regulators.