Senior Ombudsman – Scams

About the role

AFCA is seeking a Senior Ombudsman, Scams to lead a team of dispute resolution specialists and ensure independent, fair, and consistent decisions for consumers. This senior legal role will shape the Scams portfolio, influence industry standards, and contribute to Australia’s consumer protection framework.

Key responsibilities

• Contribute to shaping the Scams portfolio plan aligned with AFCA’s strategy and corporate plan.
• Develop and implement new ways of working that promote accountability, performance, engagement and collaboration.
• Manage team budget, workforce planning and resource allocation to meet functional business goals.
• Oversee pipeline and workflow to decision‑maker queue in partnership with senior managers.
• Coach, guide and develop direct reports, including conducting quality assurance reviews.
• Engage with members, industry associations and consumer groups to improve industry standards.
• Continuously improve policy, procedural documentation and decision‑support resources.

Required profile

• Legal qualifications with senior executive experience in consumer resolution, EDR schemes, regulatory agencies or private practice.
• Significant track record in financial services, digital platforms or telecommunications (advantageous).
• Proven experience managing teams and driving capability building.
• Strong communication, empathy and resilience for handling conflict.
• Results‑driven with a commitment to meeting personal and team targets.

Required skills

• Sound knowledge of relevant product law, practice and regulations.
• Experience in financial services, digital platforms or telecommunications sectors.

What we offer

• Hybrid working – two days a week in modern collaborative offices.
• Gold AWEI Accreditation 2025 – recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – supporting work‑life balance and inclusivity.
• Additional inclusive leave options – flexible public holidays, gender affirmation leave, women’s health leave and bonus paid time off.