Company Description
Fairness feels good
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.
Job Description
Lead with impact. Shape fair outcomes. Influence industry standards.
AFCA’s Small Business and Transactions team is looking for a Senior Ombudsman. The Small Business & Transactions team and the Banking & Finance team form part of AFCA’s broader banking team. The Small Business & Transactions team focusses on complaints involving small business (e.g. loans, merchant payments and general banking relationship) and also complaints across Consumer and Small Business involving deposit accounts, payment services and in particular scams.
The successful candidate will join our busy and collegiate decision-making team to help resolve standard and complex banking and finance disputes, with a focus on either small business or transactions related issues. This role reports into our Lead Ombudsman, Small Business and Transactions Suanne Russell. The Senior Ombudsman- Small Business & Transactions will lead and inspire a team of Ombudsman and Adjudicators, provide technical advice and professional coaching to ensure independent, fair and consistent decision for complaints between financial firms and consumers and contribute to the running of the team.
The role will would suit senior legally qualified professionals with a strong track record of significant achievement and particularly with a background in the banking and finance sector. You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role which contributes to good community outcomes in the banking and finance sector.
You will also have the opportunity to provide professional and technical leadership across AFCA and to coach and mentor Adjudicators, case workers and others. There may also be opportunities to develop AFCA approaches, and to present at external conferences as a subject matter expert. The role also involves supporting AFCA’s relationships with small business and consumer groups, government bodies, regulators, AFCA members, member organisations and other Ombudsman networks.
Key accountabilities include:
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Contribute to shaping the Small Business business plan to enable the DCO business plan and overall AFCA strategy
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Contribute to shaping and implement new ways of working that promote accountability, performance, engagement and collaboration to deliver fair and consistent decisions and sustain business performance
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Support with the management of the team budget, workforce planning and resource management to achieve functional business plan and goals
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Manage an effective and sustainable pipeline and workflow to the decision maker queue by working closely with the relevant Senior Manager or Team Manager
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Actively coach, guide and develop direct reports to deliver performance and personal growth including conducting QA
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Manage personal monthly decision allocations and support with difficult or contentious escalated cases
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Support with engaging and influencing members, industry associations and consumer groups to improve industry standards
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Contribute to the continual improvement of policy, procedural documentation, investigation and decision support resources
Qualifications
To be successful in this role, you will need:
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Relevant legal qualifications and significant Banking and Finance/Small Business experience are essential
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Sound knowledge of relevant financial services law, practice and/or other regulation
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Demonstrated experience operating in an independent capacity and with individual accountability for outcomes
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Demonstrated leadership experience or proven success in leading and coaching senior professionals to build capability and drive change
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Demonstrated level of analytical skill, coupled with the ability to draft documents which explain complex legal concepts in a manner which can be readily understood
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Demonstrated high level communication, consultative and interpersonal skills in dealing with a broad cross section of the community
Additional Information
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Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
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Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
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Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
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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 [email protected].
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.
