Senior Ombudsman, Insurance

About the role

Join AFCA as a Senior Ombudsman, Insurance, leading a high‑performing team to deliver fair, independent decisions for consumers and financial firms. You will also shape the future of insurance dispute resolution.

Key responsibilities

• Contribute to business planning and align with AFCA’s strategic priorities.
• Champion innovative work practices and ensure consistent fair decision‑making.
• Assist with team budgets, workforce planning and resource allocation.
• Collaborate with senior managers to align coaching, training and decision quality.
• Coach and mentor direct reports, providing performance feedback and quality checks.
• Manage a personal decision caseload and support complex escalations.
• Engage with industry bodies, financial firms and consumer groups to influence standards.
• Improve policies, procedures and decision support tools.
• Represent AFCA at industry events and in media.
• Work with systemic issues teams on broader insurance sector trends.

Required profile

• Relevant legal qualifications with significant general insurance experience.
• Proven independent operation with clear accountability.
• Leadership experience guiding teams through complex decisions.
• High‑level analytical ability to translate legal concepts into clear writing.
• Exceptional communication and interpersonal skills.
• Strong understanding of financial services law, industry practice and regulation.
• Commitment to AFCA’s values and leadership framework.
• High energy, resilience and ability to manage competing priorities.

Required skills

• Legal expertise in general insurance.
• Analytical and decision‑making skills.
• Coaching and mentoring capabilities.
• Stakeholder influencing and relationship‑building.

What we offer

• Hybrid working with flexible arrangements.
• Inclusive leave options including parental, gender affirmation and women’s health leave.
• Not‑for‑profit salary packaging to boost take‑home pay.
• Recognition as a Best Places to Work and Inclusive Workplace.
• Family‑friendly and LGBTQ+ inclusive workplace accreditation.