Senior Policy Advisor

Australian Financial Complaints Authority Limited; City of Melbourne; Hybrid; AUD 110,000 - 170,000; 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) seeks a Senior Policy Adviser to shape policy across financial services, dispute resolution and regulation. You will analyze policy developments, turn data into recommendations, and prepare submissions and briefing papers for senior leaders.

You will engage with regulators, government, consumer groups and industry bodies to develop evidence‑based positions and influence reforms that improve outcomes for Australians.

Qualifications

• Qualifications in public policy, law, economics, political science or a related discipline.
• Experience developing policy advice within government, regulatory, industry, consulting, advocacy or not‑for‑profit environments.
• Strong research and analytical skills, with the ability to interpret quantitative and qualitative data.
• Outstanding drafting skills and experience preparing submissions, briefing papers or policy positions.
• Strong stakeholder engagement and influencing skills.
• A sound understanding of public policy development processes and the broader political landscape.
• Knowledge of financial services, regulation or consumer policy (highly regarded).

Responsibilities

• Monitor and analyse developments in financial services policy, regulation and dispute resolution.
• Transform complex complaints data, research and stakeholder insights into practical policy recommendations.
• Develop submissions and responses to government consultations, inquiries, reviews and reform proposals.
• Prepare briefing papers, discussion papers and executive‑level advice for senior stakeholders.
• Build productive relationships with regulators, government departments, consumer groups and industry bodies.
• Provide expert advice on emerging regulatory, legislative and policy issues.
• Support AFCA's thought leadership and contribution to public policy discussions.
• Collaborate across AFCA to ensure policy positions are informed, evidence‑based and aligned to organisational strategy.

Skills

Policy analysis

Stakeholder engagement

Research and analysis

Drafting

Public policy

Financial services knowledge

Regulation knowledge

Education

Public policy / law / economics / political science (related discipline)

Job description

Australian Financial Complaints Authority – Melbourne VIC

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.

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.

Job Description

Fairness feels good. Shape policy that influences the future of financial services in Australia.

Make a real impact at AFCA, where fairness drives every decision. As Australia's independent financial ombudsman, we help consumers and small businesses achieve fair outcomes when things go wrong with their financial firm. We are a not‑for‑profit organisation championing positive change across the financial services sector, and we're looking for an experienced policy professional to help shape the conversations that matter.

This is a rare opportunity to combine policy expertise, stakeholder influence and data‑driven insights in a role that genuinely shapes outcomes for Australians.

As our Senior Policy Adviser, you'll work within AFCA's Regulatory, Policy and Research team, providing high-quality policy analysis and strategic advice on emerging issues across financial services, dispute resolution and regulation. Drawing on AFCA's unique complaints data, decisions and insights, you'll help identify trends, influence policy discussions and contribute to reforms that improve the financial system for consumers, industry and the broader community.

You will engage with senior leaders, regulators, government agencies and industry stakeholders to develop evidence‑based policy positions and represent AFCA's perspective on key issues impacting the sector.

What you'll be doing

• Monitor and analyse developments in financial services policy, regulation and dispute resolution.
• Transform complex complaints data, research and stakeholder insights into practical policy recommendations.
• Develop submissions and responses to government consultations, inquiries, reviews and reform proposals.
• Prepare briefing papers, discussion papers and executive‑level advice for senior stakeholders.
• Build productive relationships with regulators, government departments, consumer groups and industry bodies.
• Provide expert advice on emerging regulatory, legislative and policy issues.
• Support AFCA's thought leadership and contribution to public policy discussions.
• Collaborate across AFCA to ensure policy positions are informed, evidence‑based and aligned to organisational strategy.

Qualifications

About you

You are an intellectually curious policy professional who enjoys turning complex information into clear, actionable advice. You bring strong analytical capability, exceptional written communication skills and the confidence to engage with a broad range of stakeholders.

You'll likely have:

• Qualifications in public policy, law, economics, political science or a related discipline.
• Experience developing policy advice within government, regulatory, industry, consulting, advocacy or not‑for‑profit environments.
• Strong research and analytical skills, with the ability to interpret quantitative and qualitative data.
• Outstanding drafting skills and experience preparing submissions, briefing papers or policy positions.
• Strong stakeholder engagement and influencing skills.
• A sound understanding of public policy development processes and the broader political landscape.
• Knowledge of financial services, regulation or consumer policy (highly regarded).

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.

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.