Senior Ombudsman, Scams — Lead Fair Dispute Resolution

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 (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.