Insurance Ombudsman – Senior Decision‑Maker

About the role

The Insurance Ombudsman will make fair and balanced decisions on general insurance complaints, both individually and as part of a panel, influencing industry behaviour and delivering real benefits to the community.

Key responsibilities

• Make decisions on standard and complex general insurance complaints in line with AFCA’s rules and fairness principles.
• Coach and mentor adjudicators, caseworkers and colleagues.
• Shape AFCA’s approaches and contribute to policy development.
• Represent AFCA as a subject‑matter expert at external forums and conferences.
• Strengthen relationships with consumer groups, regulators, insurers and other key stakeholders.

Required profile

• Senior, legally qualified professional with a strong track record in the insurance sector.
• Deep analytical capability and ability to quickly distil complex issues.
• Strong decision‑making skills and capacity to manage a high‑volume caseload.
• Outstanding written and verbal communication across the insurance ecosystem.
• Resilience, composure and integrity when handling sensitive matters.
• Commitment to fairness, collaboration and positive community outcomes.

What we offer

• Hybrid working with flexible arrangements and state‑of‑the‑art offices.
• Inclusive leave options including parental, gender affirmation and women’s health leave.
• Not‑for‑profit salary packaging to boost take‑home pay.
• Recognition as BOSS Best Places to Work 2024 and Most Inclusive Workplace 2024.
• Accredited Family Friendly Workplace supporting work‑life balance.