Senior Delivery Lead, Values Stream

 Lead transformation. Deliver impact. Help protect Australians.

At AFCA, our purpose is clear, we stand on the side of fairness. As we expand our role under the Scams Prevention Framework, we are shaping how Australia responds to increasingly complex, multi-sector scam complaints across financial services, telecommunications and digital platforms.

This is a rare opportunity to play a pivotal leadership role in a national priority program, driving delivery excellence across a large-scale, highly visible transformation.

 The Opportunity

As a Senior Delivery Lead, you will own the end-to-end delivery of a major value stream within AFCA’s Scams EDR program. This is far more than project management, this is a hands-on transformation leadership role, where you will integrate strategy, customer experience and technology delivery to achieve real outcomes.

You’ll operate at the centre of a complex, multi-stream program, working with senior stakeholders, technology teams and external partners to deliver meaningful change that improves how complaints are resolved for Australians.

 This role is offered as an initial 12-month contract, with a strong view to extension.

 What You’ll Do

• Lead end-to-end delivery of a critical value stream or program of work
• Translate strategy into executable roadmaps and measurable outcomes
• Establish and embed scaled Agile (SAFe) delivery practices
• Drive delivery across business process, experience design and technology
• Act as the integrator across business, digital, and vendor partners
• Manage risk, budgets, dependencies and delivery assurance
• Provide clear, trusted reporting to senior stakeholders and governance forums
• Champion customer-centric thinking and continuous improvement
• Drive adoption, uplift and new ways of working across teams

What You’ll Bring

• Proven experience leading large-scale, technology-enabled transformation programs
• Deep capability in enterprise delivery—not just project management
• Strong experience working in Agile / SAFe environments at scale
• Ability to operate strategically and hands-on, navigating complexity with confidence
• Experience working across business, customer experience and technology domains
• Demonstrated success influencing senior stakeholders and navigating complexity
• Strong commercial, risk and dependency management capability
• Experience in financial services or regulated environments (highly regarded)
• A pragmatic, outcome-focused mindset with resilience in fast-paced environments

If you are a delivery leader who thrives in complexity and wants to deliver work that truly matters, we’d love to hear from you.

• 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.

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.