About the opportunity

AUSTRAC is implementing reforms to Australia’s anti-money laundering and counter-terrorism funding (AML/CTF) laws. These reforms will make the financial system stronger and protect the Australian community from financially enabled crime by expanding regulatory obligations to a wider range of industries and businesses.

To meet the needs of a growing and diverse population of regulated entities, AUSTRAC is undertaking a strategic transformation of its Contact Centre. This transformation will deliver a modern digital contact centre that will deliver trusted, responsive, and scalable services.

AUSTRAC is looking for a high-performing EL2 Director to lead the Contact Centre through this change and manage the daily operations of its Contact Centre. This role reports to the National Manager Education & Industry Engagement (EIE).

EIE brings together the Industry Education and Outreach, Contact Centre, External Communications and Industry Engagement teams, and seeks to empower reporting entities to understand and comply with their AML/CTF obligations through impactful education, engagement and communication.

What are we looking for

While we are looking for these capabilities, we consider transferrable skills and encourage applicants who embody AUSTRAC's culture and values to apply.

Professional Experience - Experienced in managing the operations of modern contact centres and proven abilities in aligning contact centre operations with broader business strategies.

Lead and Supervise - Takes responsibility for managing business unit including assigning workloads, monitoring resources, work flows and standards and ensuring workplace and AUSTRAC’s goals/ objectives are delivered within deadlines.

Deliver Client Focussed Results - Actively manages client expectations and anticipates the impact of changing environments on client requirements and promotes a strong client service focus and a commitment among others to providing quality client service.

Formulates Strategies and Concepts - Works with employees to translate strategic direction into operational goals and build a shared understanding of organisational priorities, core business processes and outcomes and outputs.

Key Duties

The Director, Contact Centre, will be responsible for executing AUSTRAC’s vision for a modern contact centre while leading its day-to-day operations. Responsibilities include:

Ensuring the Contact Centre is responsive, accessible and a trusted support channel when complexity, sensitivity, or regulatory importance arise

Strengthening the capability and confidence of staff to enable the transition to a knowledge advisor model supported by robust knowledge management and digital tools

Leading, coaching and developing team leaders to deliver effective, efficient and quality customer outcomes, whilst upholding AUSTRAC’s supportive and safe working environment

Supporting implementation of the next phase of initiatives laid out in the Contact Centre Strategy and transformation roadmap

Overseeing team performance against set metrics and standards to ensure the achievement of business objectives and KPIs focused on resolution quality, compliance support, and user experience

Facilitating learning and development focused on enhancing customer experience to develop professional expertise and ensure succession planning and continuity of service delivery

Monitoring the operating systems, policies and procedures and information flows to ensure the work produced meets service standards, quality standards and business requirements

Leading budget and resource management and planning for the Contact Centre.

Eligibility

To be eligible for this role you:

Must be an Australian citizen at the time you apply.

Will need to undertake AUSTRAC’s pre-engagement checks.

Will need to obtain and maintain an ongoing Negative Vetting 1 Clearance

Why AUSTRAC?
Flexible, hybrid work environment: We are committed to providing flexibility in working arrangements to recognise the importance of balancing work commitments with family, caring and other personal commitments of employees outside of work. AUSTRAC currently operates under a hybrid work arrangement.

Diversity and Inclusion: Our core values of diversity, inclusion, and integrity drive everything we do. We actively encourage applications from Indigenous Australians, people with disabilities, LGBTQIA+ individuals, people with diverse linguistic and cultural backgrounds, and those of mature age. We recognise that united behaviours and mindsets will support our agency today and guide us into the future.

Employer of Choice: We have a strong reputation as an Employer of Choice, renowned for our exceptional work culture and outstanding employee census results which highlight our dedication to creating a positive and engaging environment.

Closing Date
Applications close at 11:30 pm on 12 October 2025
For enquiries, please contact: [email protected]