Ombudsman, Banking and Finance

About the role

The Ombudsman, Banking & Finance will sit at the forefront of Australia’s financial complaints system, delivering fair, independent outcomes for consumers and influencing industry standards.

Key responsibilities

• Determine complex banking, lending, credit and financial difficulty disputes, making binding decisions for financial firms.
• Provide strategic and technical leadership across AFCA, mentoring adjudicators and caseworkers.
• Influence emerging banking and finance issues and contribute to thought leadership initiatives.
• Represent AFCA at industry forums, conferences and stakeholder events, building trusted relationships with regulators, consumer advocates and member firms.

Required profile

• Formal legal qualifications or extensive dispute‑resolution experience with a senior‑level record in banking, finance, tribunals, regulatory bodies or private practice.
• Deep, practical knowledge of financial services law, consumer credit and lending regulatory frameworks.
• Strong analytical ability to distil complex, multilayered issues and manage an active caseload independently.
• Exceptional communication, relationship‑building skills and the capacity to remain composed under pressure.

Required skills

• Legal expertise in financial services law and consumer credit.
• Experience in dispute resolution and adjudication at an executive level.
• Strategic leadership and mentorship capabilities.