Senior Ombudsman, Scams

Work Initiatives; Melbourne; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid working

Inclusive leave options

LGBTQ+ workplace inclusion

Family friendly workplace

Job summary

AFCA, the Australian Financial Complaints Authority, is recruiting a Senior Ombudsman, Scams to lead a team of dispute resolution professionals and provide expert coaching on fair, independent decisions for consumers. The role requires senior legal qualifications, and a track record in financial services, digital platforms or telecoms, with influence across members and industry groups.

You will shape strategy for the Scams portfolio and drive improvements in decision quality, accountability and

Qualifications

• Legal qualifications and a senior executive track record in consumer resolution within a relevant industry, tribunal, EDR scheme or regulator
• Experience in financial services, digital platforms or telecommunications is advantageous
• Strong knowledge of product law, practice and other regulations
• Proven experience in leading teams and coaching senior professionals to drive change
• Strong communication, empathy and resilience to handle conflict and difficult interactions
• Results-driven with a track record of meeting personal and team goals

Responsibilities

• Shape the Scams portfolio plan to support AFCA’s strategy and corporate plan
• Implement new ways of working to promote accountability, performance, engagement and collaboration
• Assist with budget, workforce planning and resource management to achieve the business plan
• Manage team workflow and coach direct reports for performance and growth
• Engage with members, industry associations and consumer groups to raise industry standards
• Contribute to policy, procedures and investigation/decision support resources

Skills

Strong communication

Empathy

Resilience

Leadership

Influencing

Results driven

Coaching

Industry experience

Job description

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. Join AFCA at the forefront of one of Australia’s most significant consumer protection programs.

Scams are one of the fastest-growing threats facing Australians, and AFCA has been appointed by the Federal Government to be the single External Dispute Resolution (EDR) scheme under the Scams Prevention Framework (SPF). From 31 March 2027, consumers and small businesses will have access to a world-first dispute resolution service that considers the role of banks, telecommunications providers and digital platforms in scam complaints. As part of this pioneering program, you’ll help deliver a new standard of consumer protection and contribute to shaping Australia’s response to scams.

Job Description

We are looking for a Senior Ombudsman, Scams to lead, inspire and develop a team of dispute resolution specialists and decision makers, provide technical advice and professional coaching to ensure independent, fair and consistent decisions for consumers and contribute to the running of the team. The role will suit senior legally qualified professionals with a strong track record of significant achievement, particularly with a background in the banking, telcos and digital platform sectors.

You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role which contributes to good community outcomes. You will provide professional and technical leadership across AFCA and to coach and mentor adjudicators, case workers and others. The role supports with engaging and influencing members, industry associations and consumer groups to improve industry standards.

In The Role

• You Will Contribute to shaping the Scams portfolio plan to enable AFCA’s strategy and corporate plan
• Contribute to shaping and implementing new ways of working that promote accountability, performance, engagement and collaboration to deliver fair and consistent decisions and sustain business performance
• Support with the management of the team budget, workforce planning and resource management to achieve functional business plan and goals
• Manage an effective and sustainable pipeline and workflow to the decision maker queue by working closely with the relevant Senior Manager or ManagerActively coach, guide and develop direct reports to deliver performance and personal growth including conducting QAManage monthly outcomes as allocated, engagement with parties to manage expectations and support team members with difficult or contentious cases
• Support with engaging and influencing members, industry associations and consumer groups to improve industry standards
• Contribute to the continual improvement of policy, procedural documentation, investigation and decision support resources

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
• Experience in financial services, digital platforms or telecommunications is advantageous
• Sound knowledge of relevant product law, practice and/or other regulations
• Proven experience in managing team operations and success leading and coaching senior professionals to build capability and drive changeA track record of influencing, engaging and leading initiatives to drive continuous improvement and industry standards
• Strong communication, empathy and resilience to deal with conflict and difficult interactions
• Results driven and demonstrated commitment to meeting personal and team goals and targets

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.

If you require any accessibility support during the recruitment process, please reach out to our team at *******@afca.org.au. We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates.

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