Ombudsman – Banking & Finance (Small Business & Transactions)

About the role

AFCA is seeking an experienced Ombudsman to join its Banking & Finance (Small Business and Transactions) team. You will make binding decisions on standard and complex complaints, influencing the banking sector and contributing to fair outcomes for consumers and small businesses.

Key responsibilities

• Make individual or panel decisions on complaints in line with AFCA rules and fairness principles.
• Provide professional and technical leadership, coaching adjudicators and case workers.
• Develop AFCA approaches and present as a subject‑matter expert at external conferences.
• Support relationships with small‑business groups, regulators, members and other ombudsman networks.

Required profile

• Legal qualifications with senior‑level achievement in banking, finance, tribunals or related regulatory bodies.
• Strong analytical ability to resolve complex issues quickly and manage a busy caseload.
• Excellent written and verbal communication, resilience and capacity to handle public scrutiny.

Required skills

• Legal expertise in banking and finance disputes.
• Analytical and decision‑making skills.

What we offer

• Hybrid working – two days per week in modern collaborative offices.
• Inclusive benefits: LGBTQ+ inclusion accreditation, family‑friendly workplace, flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off.
• Opportunities for professional growth, mentorship and external speaking engagements.