Senior Ombudsman - Investments and Advice

AFCA; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

AFCA in Sydney seeks a Senior Ombudsman Investments and Advice to lead a team of decision makers and provide specialist expertise to ensure independent, fair decisions. Reporting to the Lead Ombudsman, I&A, you will shape strategy, drive efficiency, mentor staff, manage complex cases and engage with industry bodies to raise standards.

This is a 2-year board-appointed role in a not-for-profit dedicated to consumer protection and best-practice in financial services.

Qualifications

• Legal qualifications and experience in the I&A sector (highly desirable).
• Ability to operate autonomously and take responsibility for outcomes.
• Strong ability to analyze complex issues and draft clear, accessible documents.
• High-level consultative and interpersonal skills for engaging with diverse stakeholders.
• Ability to manage multiple competing priorities under tight deadlines.
• Strong influencing skills to navigate stakeholder relationships effectively.

Responsibilities

• Lead and inspire a team of decision makers.
• Provide specialist technical and professional expertise to AFCA.
• Shape approach within the complaint stream and contribute to leadership objectives.
• Drive efficiency, accountability and engagement while ensuring fair decisions.
• Mentor decision makers and conduct quality assurance.
• Handle personal decision allocations and escalated cases.

Skills

Legal expertise

Independence & accountability

Analytical & drafting skills

Communication & interpersonal skills

Time management

Influencing & stakeholder engagement

Education

Legal qualifications

Job description

Senior Ombudsman - Investments and Advice

• Full-time

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.

The role of Senior Ombudsman Investments and Advice, reporting to Lead Ombudsman, I&A Shail Singh, works with the Lead Ombudsman to lead and inspire a team of decision makers, provide specialist technical and professional expertise to AFCA in particular complaint streams to ensure independent, fair and consistent approach to decision‑making and complaint resolution and to act for the Lead Ombudsman when required. You will also:

• Support Leadership & Strategy: Assist the Lead Ombudsman in shaping the approach within the complaint stream and contribute to the DCO leadership team to achieve business objectives.
• Drive Efficiency & Performance: Lead initiatives to enhance efficiency, accountability, engagement, and collaboration while ensuring fair and consistent decisions.
• Team & Resource Management: Support workforce planning, budgeting, and resource management to meet functional goals.
• Workflow & Decision‑Making: Ensure an effective and sustainable workflow by coordinating with decision‑makers and senior management.
• Coaching & Development: Mentor decision‑makers, provide guidance, and conduct quality assurance to drive performance and personal growth.
• Case Management: Handle personal decision allocations and manage complex or contentious escalated cases.
• Stakeholder Engagement: Support the Lead in engaging with members, industry bodies, and consumer groups to influence and improve industry standards.
• Policy & Continuous Improvement: Contribute to policy development and ongoing process enhancements.

This is a 2-year board appointed position.

To be successful in this role, you will need:

• Legal Expertise: Relevant legal qualifications and experience in the I&A sector (highly desirable).
• Independence & Accountability: Proven ability to operate autonomously and take responsibility for outcomes.
• Analytical & Drafting Skills: Strong ability to analyze complex issues and draft clear, accessible documents.
• Communication & Interpersonal Skills: High‑level consultative and interpersonal skills for engaging with diverse stakeholders.
• Time Management: Ability to manage multiple competing priorities under tight deadlines.
• Influencing & Stakeholder Engagement: Strong influencing skills to navigate and develop stakeholder relationships effectively.

Benefits and Accolades

• 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
• Bronze AWEI Accreditation 2024 – 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.

If you require any accessibility support during the recruitment process, please reach out to our team at [e-mail].

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