Senior Ombudsman, Scams

Australian Financial Complaints Authority; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Hybrid working

Additional inclusive leave options

Job summary

Australian Financial Complaints Authority (AFCA) in Sydney seeks a Senior Ombudsman, Scams to lead, inspire and develop a team of dispute resolution specialists. You will provide technical leadership, coach adjudicators and case workers, and engage with industry associations to elevate standards.

The role supports AFCA’s mission to deliver independent, fair consumer protection outcomes within a high-stakes environment. Strong legal background and strategic oversight are essential.

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 change
• A 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

Responsibilities

• 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 Manager
• Actively coach, guide and develop direct reports to deliver performance and personal growth including conducting QA
• Manage 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

Skills

Legal qualifications

Senior executive experience

Job description

Australian Financial Complaints Authority – Sydney NSW

2d ago , from Australian Financial Complaints Authority AFCA

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 thebanking, 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.

This is a Board appointed role.

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 Manager
• Actively coach, guide and develop direct reports to deliver performance and personal growth including conducting QA
• Manage 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

To be successful in this role, you will need:

• 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 change
• A 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 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. If you require any accessibility support during the recruitment process, please reach out to our team at [emailprotected].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

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.