Senior Ombudsman – Insurance Dispute Resolution

About the role

AFCA is seeking a Senior Ombudsman, Insurance to lead a high‑performing team and shape the future of insurance dispute resolution in Australia. You will provide expert technical advice, coach ombudsmen, and ensure fair, independent decisions for consumers and financial firms.

Key responsibilities

• Contribute to the business plan and align it with AFCA’s strategic priorities.
• Champion innovative, collaborative work practices that enhance performance and decision‑making.
• Manage team budgets, workforce planning and resource allocation.
• Partner with senior managers to ensure consistency in coaching, training and decision quality.
• Coach and mentor direct reports, providing performance feedback and quality assurance.
• Handle a monthly decision caseload and support complex escalations.
• Engage with industry bodies, financial firms and consumer groups to raise standards.
• Improve policies, procedures and decision support tools.
• Represent AFCA at industry events and media engagements.

Required profile

• Relevant legal qualifications with significant experience in general insurance.
• Proven ability to work independently with clear accountability.
• Strong leadership experience guiding teams through complex decisions.
• High‑level analytical skills and ability to translate legal concepts into clear writing.
• Exceptional communication and interpersonal skills.
• Deep understanding of financial services law, industry practice and regulation.

Required skills

• Legal expertise in general insurance.
• Analytical and problem‑solving abilities.
• 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 Most Inclusive Workplace.
• Family‑friendly workplace accreditation.