Ombudsman, Banking and Finance in Melbourne

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Shape fair outcomes. Influence industry standards. Make a lasting impact. At AFCA, fairness is more than a principle. It's the foundation of every decision we make. As an Ombudsman, Banking & Finance, you'll sit at the forefront of Australia's financial complaints system, determining some of the most complex and significant disputes across banking, lending, credit and financial difficulty matters. Your expertise, judgment and leadership will help deliver fair, independent outcomes for consumers while driving confidence and accountability across the financial services industry.

Why this role matters

This is a unique opportunity to combine technical expertise with purpose. Every determination you make is guided by AFCA's Rules, applicable law, industry standards and what is fair in the circumstances. When accepted by a complainant, your decisions become binding on financial firms, creating meaningful outcomes for individuals and influencing how the industry operates into the future. Your work won't just resolve complaints. It will help shape better practices, improve customer experiences and strengthen trust in Australia's financial system.

A role with real influence

Beyond deciding complex complaints, you'll play a key role in shaping AFCA's approach and capability. In this highly visible leadership position, you'll:

• Provide strategic and technical leadership across AFCA
• Mentor and develop Adjudicators, Caseworkers and colleagues
• Influence thinking on emerging banking and finance issues
• Contribute to thought leadership and organisational initiatives
• Represent AFCA at industry forums, conferences and stakeholder events
• Build trusted relationships with regulators, consumer advocates, government bodies, member firms and Ombudsman networks
• Help shape industry conversations and drive positive systemic change

Qualifications

What You’ll Bring

• Strong legal credentials and senior‑level impact: You’ll have formal legal qualifications and/or extensive dispute resolution experience and a substantial record of achievement at an executive level within the banking and finance sector or in a tribunal, an external dispute resolution scheme, a regulatory body, a related industry organisation, or private legal practice.
• Deep understanding of the financial services landscape: Your knowledge of financial services law including consumer credit, lending and related regulatory frameworks is both broad and practical, enabling you to navigate complex matters with confidence.
• Sharp analytical thinking and decisive judgement: You can quickly distil complex, multilayered issues to their core, manage an active caseload efficiently and independently, and maintain a strong outcomes‑focused mindset.
• Exceptional communication and relationship‑building skills: Whether writing a determination, engaging with stakeholders, or presenting to an audience, you communicate with clarity, authority and empathy. You’re comfortable working with a diverse cross-section of the financial services sector and the broader community.
• Resilience, professionalism and composure under pressure: You bring balanced judgement, emotional intelligence and the ability to remain steady when facing challenge, scrutiny or criticism. Your engagement style is thoughtful, constructive and grounded in fairness.

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