Jobs in Sydney, Australia

About the role

We’re looking for a Senior Operations Specialist to play a critical role in designing and embedding the end-to-end case management framework that will underpin our Scams External Dispute Resolution capability. This is a unique opportunity to design from the ground up , influence how complaints are managed at scale, and contribute to fair, independent outcomes for consumers and small businesses. This is initially a 12 month contract with the strong possibility of extension.

What you'll bring

• We’re looking for someone who combines process design expertise with strong stakeholder engagement:
• Proven experience in case management, operations or complaint handling
• Ability to translate complex requirements into practical processes
• Strong facilitation and stakeholder engagement skills
• Exceptional written communication – you can turn complexity into clarity
• Analytical mindset with a focus on risk and continuous improvement
• Ability to design in data‑driven environments
• Strong systems thinking (process + platform + data integration)
• Experience working with cross‑functional teams (data, tech, analytics)
• Capability to operate in ambiguity and stand up new functions
• We are particularly interested in candidates with experience from telco, digital or high-volume customer environments, where you have:
• Designed or improved customer or complaint journeys at scale