Director, Scams Prevention Framework Operations

Location: Sydney, NSW, Australia; hybrid working with two days per week in the office

Company

hirify.global is a private not-for-profit ombudsman service providing free, fair and independent resolution of financial disputes for Australian consumers and small businesses.

What you will do

• Lead the design, implementation and ongoing evolution of the Scams Prevention Framework external dispute resolution operating model.
• Develop strategic, business and operational plans for SPF operations while establishing scalable governance and assurance mechanisms.
• Oversee the end-to-end complaint journey, including intake, registration, Rules assessment, prioritisation and dispute resolution.
• Manage service standards, KPIs, workforce planning, resource allocation and workflow capacity against changing demand.
• Ensure complaint outcomes meet legal requirements, hirify.global Scams Rules, procedural fairness principles and customer experience standards.
• Lead internal and external stakeholder engagement with regulators, member firms, consumer representatives and industry bodies.

Requirements

• Extensive leadership experience establishing and running dispute resolution, complaints, regulatory or large-scale operational environments.
• Demonstrated capability in operational performance management, workforce planning and change leadership.
• Experience leading large teams through growth, transformation and complex operational challenges.
• Strong stakeholder engagement, influencing and decision-making skills.
• Commitment to fairness, customer focus and continuous improvement.
• Understanding of complaint handling, jurisdiction assessment and customer service delivery is beneficial.

Nice to have

• Industry experience in digital, telecommunications or banking.

Culture & Benefits

• Hybrid working with flexible arrangements and two days per week in modern offices.
• Inclusive workplace recognised with Gold AWEI Accreditation 2025.
• Accredited Family Friendly Workplace supporting work-life balance and inclusion.
• Flexible public holidays, gender affirmation leave, women’s health leave and additional paid time off during the end-of-year holiday period.
• Accessibility support is available throughout the recruitment process.

Hiring process

• Applications are welcomed from candidates who meet most, but not necessarily all, criteria.
• Recruitment processes may take longer because applications are not screened using AI or automated tools.