People Project Lead (Scams)

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AFCA seeks a credible People Project Lead to design and scale the Scams Dispute Resolution program, then transition into a strategic partner driving performance and culture. The role blends design and delivery across workforce models, organizational design, change management, and workplace relations, with close collaboration to program leadership, PMO and centres. You’ll need a track record shaping people strategies in fast moving, complex environments, strong stakeholder influence, and hands-on delivery; experience in financial services or regulatory transformation and Fair Work Act knowledge is valued. Apply with outcome-driven examples and metrics; AFCA offers hybrid work, an inclusive culture, and a commitment to fairness; applications from diverse backgrounds are welcome.

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

This is a rare opportunity to play a pivotal role in one of AFCA’s most significant and visible programs, the Scams Prevention Framework (SPF), where you’ll shape how we build, scale and sustain a critical new function.

The opportunity

This is not a traditional People Partner role.

You’ll start by building from the ground up, designing and delivering the people foundations required to establish the Scams External Dispute Resolution (EDR) Program. Then, as the program matures, you’ll transition into a true strategic partner, embedding the model and driving ongoing performance and cultural uplift.

It’s a role for someone who thrives in ambiguity, enjoys creating structure where none exists, and can seamlessly move between strategy and hands-on delivery.

What you’ll be doing

Build & establish

• Lead the design and delivery of all P&C activities for the Scams program
• Stand up the workforce model, including structure, roles and capability
• Partner with program leadership, PMO and Centres of Excellence to embed the operating model
• Shape the people strategy and ensure alignment to program milestones
• Identify and mitigate workforce and change-related risks

Embed & evolve

• Partner senior leaders to deliver targeted, insight-led people plans
• Drive organisational effectiveness, culture and performance outcomes
• Support leaders through change, influencing key decisions and outcomes
• Lead cyclical people activities including performance, engagement and talent

Coach & uplift capability

• Coach senior leaders to build high-performing, inclusive teams
• Support early intervention and effective management of employee matters
• Champion a consistent, high-quality People & Culture experience

Advisory & workplace relations

• Act as an escalation point for complex people matters
• Guide leaders through sensitive employee relations issues
• Partner with Workplace Relations and Employment Legal on complex cases

Qualifications

About you

You’re a commercially astute and highly credible People Partner who can operate at both altitude and detail.

You’ll bring:

• Experience building or shaping people strategies in fast-moving, complex environments
• Strong organisational design and workforce planning capability
• A track record of influencing and partnering with senior stakeholders
• Proven experience coaching leaders and driving performance uplift
• Deep expertise in workplace relations, including complex case management
• Strong understanding of the Fair Work Act and employment frameworks
• A pragmatic, hands-on approach — able to deliver as well as design

Experience in financial services, regulatory, or transformation environments will be highly regarded.

Additional Information

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.
• Locations – A growing team of over 1,600 dedicated professionals based in Melbourne and Sydney CBD offices.

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 [email protected].

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. 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.