Head of Systemic Issues

About the role

AFCA, the Australian Financial Complaints Authority, is seeking a Head of Systemic Issues to lead a nationally significant function at the heart of Australia's consumer protection framework. The role reports to the Executive General Manager, Jurisdiction and Systemic Issues, and works closely with them on transformation initiatives, operational capability and governance and risk frameworks. It is open to candidates based in Melbourne or Sydney.

Key responsibilities

• Lead AFCA's Systemic Issues function and set its strategic direction
• Develop and implement improvement and transformation initiatives
• Build high-performing teams and foster a culture of accountability and continuous improvement
• Provide strategic advice to senior executives and key stakeholders
• Lead governance, risk, compliance and reporting activities
• Identify emerging trends and issues affecting consumers and the financial services sector, including scams
• Build relationships with regulators such as ASIC, APRA, ACCC, ACMA, ATO and OAIC, and with industry and consumer groups
• Use systemic issue insights and data to drive better industry outcomes and prevent future complaints

Required profile

• Accomplished senior leader combining strategic thinking with operational excellence and stakeholder influence
• Significant leadership experience managing complex operational, regulatory, legal or financial services functions
• Proven track record leading large-scale transformation and change programs
• Experience leading senior leaders and building high-performing teams
• Resilience, judgement and commercial acumen in a dynamic environment
• Experience in financial services, regulation, legal practice, external dispute resolution, ombudsman schemes or consumer protection is highly regarded

Required skills

• Strong knowledge of financial services regulation, consumer protection, dispute resolution or related frameworks
• Exceptional stakeholder engagement skills and credibility with regulators, industry leaders and executives
• Strong analytical capability for navigating complex and emerging issues

What we offer

• Flexible work options, including hybrid arrangements with two days a week in the offices
• Additional and inclusive leave options, including flexible public holidays, gender affirmation leave, women's health leave and bonus paid time off after the year-end holiday period
• Gold AWEI Accreditation 2025 and an accredited Family Friendly Workplace