Senior Ombudsman, Scams & Consumer Protection

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

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