Senior Ombudsman – Banking & Finance

About the role

The Senior Ombudsman, Banking & Finance will join AFCA’s decision‑making team to resolve standard and complex disputes between financial firms and consumers. Reporting to the Lead Ombudsman, this permanent board‑appointed position influences industry standards and shapes fair outcomes.

Key responsibilities

• Manage personal monthly decision allocations and maintain a sustainable pipeline for the team.
• Coach, guide and develop Ombudsman and Adjudicators, delivering performance, QA and support for escalated cases.
• Collaborate with senior Ombudsmen, contribute to team budgeting, workforce planning and resource management.
• Engage with members, industry associations and consumer groups to improve industry standards.
• Help shape the team’s business plan, implement new ways of working and continuously improve policy and procedural documentation.

Required profile

• Legal qualifications with significant banking and finance experience.
• Strong knowledge of financial services law, practice and regulation.
• Proven ability to operate independently with accountability for outcomes.
• Leadership experience in coaching senior professionals and driving change.
• Excellent analytical, communication and consultative skills.

Required skills

• Legal expertise in banking and finance.
• Understanding of financial services legislation and regulatory frameworks.

What we offer

• Hybrid working – two days a week in modern offices.
• Inclusive leave options including flexible public holidays, gender affirmation leave, women’s health leave and bonus paid time off.
• Gold AWEI Accreditation 2025 for LGBTQ+ inclusion and Family Friendly Workplace accreditation.