Manager, External Communications and Brand, Scams

Company Description

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

Job Description

The Manager, External Communications and Brand is responsible for bringing the AFCA Scams EDR Program to life, by developing, implementing and managing the external communications and sub-brand development. You will work in a small, agile Communications Workstream, to drive the external Communications for the Scams EDR Program. If you love shaping narratives, building brands, and creating impact through clever, purposeful communication, this is a role where your work will truly matter. 

This is initially a 12 month fixed-term contract.

Typically in this role you will:

• Manage the planning, development and delivery of AFCA’s external communications and brand activities across digital, media, events and stakeholder channels in relation to AFCA’s scams EDR
• Working with the external vendor, develop and manage the SPF brand identity, narrative and visual style, aligned to AFCA’s overall brand framework.
• Manage sub-brand branding and  ensure consistent application of brand standards with content suppliers to ensure quality and timely outcomes.
• Implement integrated communications strategies across digital, social, and stakeholder channels.
• Manage the scams web and digital presence, ensuring strong content design, user experience and accessibility.
• Plan and deliver key initiatives, including the scam sub-brand campaign and launch, and supporting collateral.
• Provide clear communication advice to AFCA staff, particularly on scam‑related information and audience needs.
• Support the Communications & Stakeholder Engagement Lead in guiding and developing team capability.
• Monitor issues and risks affecting AFCA’s reputation and communications, and escalate as required.
• Use data and insights to evaluate communication outcomes and improve effectiveness.
• Work with internal teams to ensure consistent, transparent and efficient communication processes.
• Perform other duties as required to support the objectives of the role.
• Perform other duties as reasonably required to support the strategic objectives of the role.

Qualifications

• Substantial experience in strategic communications and brand development and management, ideally in a regulated, issues-rich or high-profile public context.
• Comfortable contributing directly to writing, editing and content development when needed, combining strategic oversight with strong executional capability.
• Deep understanding of brand architecture, sub-brand development, and reputation management, with a demonstrated ability to build brand frameworks that are credible, distinctive and enduring.
• Skilled in designing and delivering multi-channel campaigns across digital, social, stakeholder and traditional media, with the ability to tailor messaging to varied audiences and contexts.
• Experience leading the development of websites and digital assets, including briefing and managing external suppliers to deliver best-practice, accessible and user-friendly solutions.
• Proven ability to work collaboratively with regulators, policy teams and external partners to align messaging and manage approvals in complex governance environments.
• Strong leadership and influencing skills, with experience advising senior executives and navigating cross-functional teams.
• Excellent written and verbal communication skills, with strong attention to detail and the ability to simplify complexity without losing meaning.
• Strategic mindset with the ability to think ahead, anticipate risks and opportunities, and deliver pragmatic, timely and high-quality communications solutions.
• Able to work at pace in an uncertain environment, managing competing priorities, and driving delivery in a project framework.

Additional Information

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. 
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards. 
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023 
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion. 
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. 
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing. 
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas. 
• Financial benefits – Not-for-profit salary packaging to boost take-home pay. 
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

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]. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.