Lead Ombudsman – Banking & Finance

About the role

The Lead Ombudsman, Banking & Finance will head AFCA's decision‑making function for complex financial disputes, guiding a national team of Ombudsmen and Adjudicators. Reporting to the Deputy Chief Ombudsman, this executive position shapes outcomes that affect consumers, financial firms, and the broader industry.

Key responsibilities

• Provide strategic, technical and professional leadership to a high‑performing team.
• Ensure complaints are resolved through fair, consistent and timely decisions.
• Influence industry standards and engage senior stakeholders across the financial services sector.
• Contribute to organisational strategy and drive new ways of working to enhance consistency, accountability and performance.

Required profile

• Extensive experience in banking and finance law, regulation or dispute resolution.
• Senior legal, regulatory or industry leadership experience (e.g., Partner, General Counsel, Senior Regulator).
• Proven ability to lead, coach and develop high‑performing teams.
• Exceptional judgment, strategic thinking and written communication skills.

Required skills

• Legal qualifications relevant to banking and finance.
• Strong track record in senior legal or regulatory decision‑making.

What we offer

• Hybrid working with flexible arrangements (two days a week in modern offices).
• Gold AWEI Accreditation 2025 – recognised for LGBTQ+ inclusion.
• Accredited Family Friendly Workplace – supporting work‑life balance.
• Additional inclusive leave options (flexible public holidays, gender affirmation leave, women’s health leave, bonus paid time off).
• Board‑appointed 5‑year contract with potential re‑appointment.