Manager, Communications & Engagement

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

AWEI Accreditation 2025

Family Friendly Workplace

Hybrid Working

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Job summary

Australian Financial Complaints Authority (AFCA) is seeking a Manager, Communications & Engagement to lead stakeholder engagement, shape executive messaging and support high‑level external engagements. You will guide a team, set priorities and ensure alignment with AFCA’s strategic priorities.

You will develop briefs, speeches and materials for senior leaders, while fostering collaboration across business areas to strengthen AFCA’s stakeholder relationships and reputation.

Qualifications

• Experience in stakeholder engagement, strategic communications, or corporate affairs.
• Proven ability to advise executives and prepare briefs, speeches and key messages.
• Strong writing skills and ability to translate complex information into clear recommendations.

Responsibilities

• Lead and develop the Stakeholder Engagement function, setting priorities and ensuring quality.
• Provide direction and development to senior staff.
• Oversee preparation for external engagements involving senior leaders.
• Coordinate executive briefing packs, speaking points, and engagement materials.
• Ensure consistent stakeholder planning and enterprise-wide coordination.
• Translate stakeholder feedback into practical insights for decision makers.

Skills

Stakeholder engagement

Strategic communications

Executive communications

Public affairs

Education

Tertiary qualifications in communications or related field

Job description

Australian Financial Complaints Authority – Sydney CBD NSW

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

The Manager, Communications & Engagement will manage and develop AFCA’s Stakeholder Engagement function, set priorities, oversee the quality of its work and build the team’s capability to respond to both planned and emerging needs.

A key focus will be preparing AFCA’s senior leaders for significant non-government external engagements. You’ll oversee the development of executive briefs, speeches, presentations, key messages, panel materials and engagement advice. Your work will ensure leaders have a clear understanding of each engagement’s purpose, stakeholder context, relationship history, risks, sensitivities and intended outcomes.

Beyond individual engagements, you’ll help strengthen how AFCA approaches stakeholder management across the organisation. You’ll support the implementation of AFCA’s stakeholder engagement strategy, establish consistent ways of working and develop an enterprise view of priority relationships and engagement activity.

You’ll also build AFCA’s stakeholder intelligence capability, helping transform feedback, relationship insights and sector developments into clear and practical advice for senior decision-makers.

This is initially a 12 month max term contract.

What you’ll do:

• Lead and develop the Stakeholder Engagement function, including setting priorities, allocating work, managing capacity and providing quality assurance.
• Provide clear direction, coaching and development to the Senior Stakeholder Engagement Adviser.
• Build a resilient, high-performing function that can respond effectively to planned and emerging priorities.
• Oversee preparation for significant external engagements involving the Chief Ombudsman and Chief Executive Officer, Executive and other senior leaders.
• Ensure leaders are supported with clear objectives, stakeholder context, relationship history, key messages, anticipated issues, risks, sensitivities and intended outcomes.
• Lead the development and coordination of executive briefing packs, speaking points, speeches, presentations, panel preparation and other engagement materials.
• Coordinate input from executives, business owners and subject-matter experts to produce accurate, timely and audience-focused materials.
• Support the implementation of AFCA’s stakeholder engagement strategy and a coordinated enterprise approach to stakeholder planning.
• Maintain an organisation-wide view of priority stakeholder relationships and significant external engagements.
• Establish consistent expectations for engagement planning, record keeping, meeting notes, follow-up actions and relationship management.
• Partner with the Strategic Communications and Media teams to maintain consistent messaging across stakeholder engagements, executive communications and public positioning.
• Work across AFCA to reduce duplication, identify engagement gaps and improve coordination between leaders and business areas.
• Monitor stakeholder feedback, relevant discourse and sector developments that may affect stakeholder perceptions or AFCA’s reputation.
• Turn stakeholder intelligence into practical insights that support Executive decision-making, organisational priorities and strategic responses.

Qualifications

You’re a trusted adviser who can see the bigger picture while maintaining a strong command of the detail. You understand how to prepare senior leaders for important conversations, navigate complex stakeholder environments and turn diverse information into clear, practical advice.

You’ll also bring:

• Demonstrated experience in stakeholder engagement, strategic communications, corporate affairs, executive communications, public affairs or a related field.
• Relevant tertiary qualifications or equivalent experience in communications, journalism, public relations or a related discipline.
• Experience advising executives or senior leaders within a complex organisation.
• Exceptional writing skills and experience preparing executive briefs, speeches, presentations, key messages and materials for senior audiences.
• Strong stakeholder management skills and the ability to build trusted relationships with senior internal and external stakeholders.
• The ability to understand stakeholder context, identify risks and sensitivities, and translate complex information into clear recommendations.
• Experience developing or implementing stakeholder engagement strategies, frameworks, governance processes or reporting arrangements.
• Strong judgement, sound organisational awareness and the ability to manage competing priorities.
• A collaborative leadership style that provides clarity, supports development and encourages high-quality work.
• Experience in financial services, another highly regulated sector or a member-based organisation would be advantageous.

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 modernoffices 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.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.

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.