Senior Ombudsman - Investments and Advice

About the role

AFCA, a not-for-profit financial ombudsman, is recruiting a Senior Ombudsman for Investments and Advice, based in Sydney. Reporting to the Lead Ombudsman, I&A, the role leads and inspires a team of decision makers, provides specialist technical and professional expertise on complaint streams so that decisions are independent, fair and consistent, and acts for the Lead Ombudsman when required. It is a 2-year board-appointed position.

Key responsibilities

• Assist the Lead Ombudsman in shaping the approach within the complaint stream and contribute to the DCO leadership team to achieve business objectives.
• Lead initiatives that improve efficiency, accountability, engagement and collaboration while keeping decisions fair and consistent.
• Support workforce planning, budgeting and resource management to meet functional goals.
• Ensure an effective and sustainable workflow by coordinating with decision-makers and senior management.
• Mentor decision-makers, provide guidance and conduct quality assurance to drive performance and personal growth.
• Handle personal decision allocations and manage complex or contentious escalated cases.
• Support engagement with members, industry bodies and consumer groups to influence and improve industry standards.
• Contribute to policy development and ongoing process improvements.

Required profile

• Relevant legal qualifications and experience in the I&A sector (highly desirable).
• Proven ability to work autonomously and take responsibility for outcomes.
• Ability to analyse complex issues and draft clear, accessible documents.
• High-level consultative and interpersonal skills for engaging with diverse stakeholders.
• Ability to manage multiple competing priorities under tight deadlines.
• Strong influencing skills to build stakeholder relationships.

What we offer

• Flexible work options and hybrid working with modern collaborative offices.
• Inclusive leave options, including 20 weeks of paid parental leave and flexible public holidays.
• Not-for-profit salary packaging to increase take-home pay.