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
