Lead Ombudsman, Banking and Finance

Australian Financial Complaints Authority; Sydney; Hybrid; AUD 260,000 - 360,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

Gender affirmation leave

Job summary

Australian Financial Complaints Authority (AFCA) seeks an accomplished senior legal leader to serve as Lead Ombudsman, Banking & Finance. You will shape decisions that impact consumers, financial firms and the sector, while guiding a national team of Ombudsmen and Adjudicators.

Reporting to the Deputy Chief Ombudsman, you will drive fairness, accountability and high performance across complex disputes. This executive role demands deep expertise, strategic influence and a commitment to social

Qualifications

• Extensive experience in banking and finance law, regulation or dispute resolution.
• Proven track record in senior legal, regulatory or industry leadership roles.
• Experience leading, coaching and developing high-performing teams.
• Exceptional judgment, strategic thinking and communication skills.

Responsibilities

• Lead the Banking & Finance decision-making function with strategic and professional leadership.
• Oversee a national team of Ombudsmen and Adjudicators to ensure fair, timely outcomes.
• Influence industry standards and engage senior stakeholders across financial services.

Skills

Banking & finance law

Dispute resolution

Regulatory leadership

Coaching/mentoring

Strategic thinking

Written communication

Empathy & integrity

Education

Legal qualifications

Job 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.

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

Shape decisions. Influence industry. Lead with fairness.

For outstanding senior banking and finance lawyers, opportunities like this are rare.

At AFCA, you won't just advise on the law. You'll help shape outcomes that impact consumers, financial firms and the broader financial services sector. As Lead Ombudsman, Banking & Finance, you'll sit at the forefront of some of Australia's most complex and significant financial disputes, leading a team of expert decision makers while influencing standards across the industry.

Reporting to the Deputy Chief Ombudsman, Dr June Smith, you'll lead AFCA's Banking & Finance decision-making function, providing strategic, technical and professional leadership to a high-performing team of Ombudsmen and Adjudicators. The role carries ultimate accountability for ensuring complaints are resolved through fair, consistent and timely decisions.

This is an executive leadership opportunity for a respected legal professional who is passionate about fairness, natural justice and delivering meaningful outcomes. You'll have the opportunity to influence industry standards, engage with senior stakeholders across the financial services sector, and play a key role in shaping AFCA's future direction.

Why this role stands apart? Many senior lawyers spend years advising on disputes. In this role, you'll be the one setting direction. You'll lead a national team, make decisions on complex and often high-profile matters, contribute to organisational strategy, and help drive new ways of working that enhance consistency, accountability and performance across the Banking & Finance jurisdiction.

You’ll also enjoy something increasingly difficult to find in private practice: the chance to combine legal excellence with genuine social impact.

Every decision you oversee has the potential to improve confidence in Australia's financial system and ensure people feel heard, respected and treated fairly.

This is a board appointed, 5-year contract, with opportunity for re-appointment at the end of your tenure.

Qualifications

About you

We're Seeking An Accomplished Senior Legal Leader With

• Extensive experience in banking and finance law, regulation or dispute resolution
• Relevant legal qualifications
• A strong track record in a senior legal, regulatory or industry leadership position
• Experience leading, coaching and developing high-performing teams
• Exceptional judgment, strategic thinking and written communication skills
• The ability to navigate complex and sensitive matters with empathy, resilience and integrity
• A passion for influencing positive change and improving industry standards

You may currently be a Partner, Special Counsel, General Counsel, Executive Leader, Senior Regulator, Tribunal Member or an experienced dispute resolution specialist looking for an opportunity where your expertise can have broader impact.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• 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.

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.