Manager, Capability and Quality

AFCA; Council of the City of Sydney; Hybrid; AUD 100,000 - 130,000; Full time

Job summary

A progressive financial ombudsman is looking for a Manager, Capability & Quality to lead a team in delivering exceptional service. The role involves managing a team, developing training programs, and ensuring the highest quality standards in customer service operations. Candidates should have a proven track record in leadership and customer service, along with exceptional communication skills. This position offers flexible work options and contributes to a diverse workplace culture.

Benefits

Flexible work options

Paid parental leave

Inclusive leave options

State-of-the-art offices

Not-for-profit salary packaging

Qualifications

• Proven experience leading teams across the employee lifecycle.
• Expertise in customer service operations and complaint handling.
• Exceptional communication, influencing, and problem-solving skills.

Responsibilities

• Manage a team of 5 Senior Customer Service Officers, fostering engagement.
• Design and oversee training and coaching programs that enhance skills.
• Deliver a robust quality assurance framework for actionable improvements.
• Analyse trends, identify gaps, and lead initiatives to elevate experience.

Skills

Leadership

Customer service operations

Training and coaching design

Communication

Data-driven mindset

Job description

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

We’re looking for a Manager, Capability & Quality to shape the future of AFCA’s Customer Service and Operational Excellence teams. In this role, you’ll drive capability uplift, champion quality assurance, and create career pathways that empower our people to deliver exceptional service to AFCA customers and internal stakeholders.

Typically, in this role you will:

• Lead & Inspire: Manage a team of 5 Senior Customer Service Officers, fostering engagement, wellbeing, and performance excellence.
• Build Capability: Design and oversee training and coaching programs that enhance skills and support internal career progression.
• Drive Quality: Deliver a robust quality assurance framework, turning insights into actionable improvements.
• Champion Improvement: Analyse trends, identify gaps, and lead initiatives that elevate customer experience.
• Collaborate & Influence: Work closely with leadership, operational teams, and Culture & Capability to embed best practice.

Qualifications

• Proven experience leadingteams across the employee lifecycle.
• Expertise in customer service operations and complaint handling.
• Proven ability to design and implement training and coaching programs.
• Exceptional communication, influencing, and problem-solving skills.
• A data-driven mindset with attention to detail and resilience in complex environments.
• Ability to collaborate with a diverse stakeholder group, including senior stakeholders

Additional Information

BOSS Best Places to Work 2024–credited for its culture, engagement and flexible working arrangements.

• Most Inclusive Workplace 2024– Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP– Australian HR Awards 2023
• Silver AWEI Accreditation 2025– Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace– Supporting work-life balance and inclusivity.
• Hybrid working– Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options– Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits– Not-for-profit salary packaging to boost take-home pay.
• Locations– A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

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 [e-mail].

Please note that AFCA is closed from midday AEDT Wednesday 24 December 2025, reopening 9am AEDT Friday 2 January 2026.

As such updates regarding application progress may take longer than usual. We will however, update you as soon as possible.

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