Senior Ombudsman - Impactful, Flexible & Inclusive

Work Initiatives

North Sydney

Hybrid

AUD 180,000 - 260,000

Full time

3 days ago

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Benefits offered by this job

Hybrid working

Flexible leave options

Diversity and inclusion

Job summary

AFCA is seeking an Ombudsman to join our team and make fair, consistent and timely decisions for consumers. This Board-appointed role requires senior legal qualifications and a proven track record in consumer resolution within banking, telcos or digital platforms. You will lead, coach and influence across AFCA, shaping fair outcomes for Australians.

The position offers hybrid work arrangements, flexible leave options, and a commitment to inclusion and fairness in a diverse workplace.

Qualifications

Legal qualifications and a significant track record of achievement at senior executive level in consumer resolution within a relevant industry or tribunal, EDR scheme, regulatory agency or private practice role.
Strong analytical skills, the ability to quickly get to the heart of complex issues and to efficiently and independently handle a busy caseload, with a clear outcomes-focus.
A demonstrated high level of written and verbal communication and interpersonal skills in dealing with a wide cross-section of the industry sector and broader community.
Determination, empathy and resilience to deal with conflict and difficult interactions.

Responsibilities

Make decisions on standard and complex complaints in accordance with AFCA’s rules and fairness principles.
Provide professional and technical leadership across AFCA and to coach and mentor adjudicators, case workers and others.
Engage and influence members, industry associations and consumer groups to improve industry standards.