At a Glance
- Tasks: Lead a team to resolve insurance disputes and shape industry standards.
- Company: Join AFCA, a progressive not-for-profit focused on fairness and inclusion.
- Benefits: Enjoy flexible work options, inclusive leave, and salary packaging benefits.
- Other info: Recognised as a top workplace for culture and inclusivity.
- Why this job: Make a real impact in the insurance sector while fostering a diverse culture.
- Qualifications: Leadership experience and strong analytical skills are essential.
The predicted salary is between 90000 - 110000 $ per year.
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.
Join us as a Senior Ombudsman, Insurance and lead, influence and shape the future of insurance dispute resolution. Are you a strategic thinker and an inspiring leader with deep expertise in insurance? As a Senior Ombudsman, Insurance at AFCA, you will guide and empower a high-performing team of Insurance Ombudsman, providing expert technical advice and professional coaching to ensure decisions are fair, independent and consistent for consumers and financial firms. In this pivotal role, you’ll also have a hand in shaping AFCA’s approach to general insurance complaints, strengthening trust and outcomes at moments that matter most.
Key Accountabilities:
- Shape the future direction: Contribute to the development of the business plan that supports both the DCO function and AFCA’s broader strategic priorities.
- Drive new ways of working: Champion innovative, collaborative and accountable work practices that enhance performance and ensure consistently fair decision-making.
- Support operational leadership: Assist in managing team budgets, workforce planning, and resource allocation to achieve business goals.
- Partner for consistency: Work closely with Senior Managers and Team Managers across Operations to ensure alignment in coaching, training, decision-making quality, and referral inflows.
- Lead and grow people: Actively coach and mentor your direct reports, supporting their development through performance feedback, guidance and quality assurance checks.
- Deliver expert decisions: Manage your own monthly decision caseload and provide support on highly complex or contentious escalations.
- Influence industry standards: Engage with financial firms, industry bodies and consumer groups to lift industry practice and strengthen trust in dispute resolution.
- Strengthen AFCA’s frameworks: Contribute to continuous improvement of policies, procedures, investigation practices and decision support tools.
- Represent AFCA externally: Present at industry events, contribute to media responses, and help shape public understanding of insurance issues.
- Collaborate across AFCA: Work with systemic issues and rules teams on broader trends and challenges affecting the insurance sector.
Qualifications:
- Relevant legal qualifications are preferred but not essential.
- Demonstrated ability to operate independently with clear accountability for outcomes.
- Proven leadership experience, guiding teams through complex decision-making.
- High-level analytical skills, with the capability to translate complex legal concepts into clear, accessible writing.
- Exceptional communication, consultation and interpersonal skills, enabling you to engage confidently with a diverse community.
- Strong understanding of relevant financial services law, industry practice and regulation.
- A demonstrated commitment to AFCA’s values and Leadership Capability Framework.
- High levels of energy and resilience, with the ability to manage competing priorities under tight timeframes.
- Excellent influencing skills to build and navigate stakeholder relationships.
- Strong people-management capability and experience coaching technically skilled professionals.
- A proactive ‘can-do’ attitude, with strengths in problem-solving, mentoring and leading high-performing teams.
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.
Senior Ombudsman, Insurance in Sydney employer: Australian Financial Complaints Authority Limited
AFCA is an exceptional employer that prioritises fairness and inclusivity, offering flexible work arrangements and a supportive culture that values every voice. As a not-for-profit organisation, we provide meaningful opportunities for professional growth while making a real impact in the banking and finance sector. Our commitment to employee wellbeing is reflected in our diverse benefits, including additional leave options and a hybrid working model that fosters collaboration and balance.
Contact Details:
Australian Financial Complaints Authority Limited Recruitment Team
