Company Description
Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we're championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.
Job Description
Join Us as a Senior Ombudsman, Insurance and Lead, Influence and Shape the Future of Insurance Dispute Resolution
Are you a strategic thinker and an inspiring leader with deep expertise in insurance? As a
Senior Ombudsman, Insurance at AFCA
, you will guide and empower a high‐performing team of Insurance Ombudsman, providing expert technical advice and professional coaching to ensure decisions are
fair, independent and consistent
for consumers and financial firms.
In this pivotal role, you'll also have a hand in
shaping AFCA's approach to general insurance complaints
, strengthening trust and outcomes at moments that matter most. You will report directly to
Emma Curtis, Lead Ombudsman Insurance
.
Key Accountabilities
Shape the future direction:
Contribute to the development of the business plan that supports both the DCO function and AFCA's broader strategic priorities.
Drive new ways of working:
Champion innovative, collaborative and accountable work practices that enhance performance and ensure consistently fair decision‐making.
Support operational leadership:
Assist in managing team budgets, workforce planning, and resource allocation to achieve business goals.
Partner for consistency:
Work closely with Senior Managers and Team Managers across Operations to ensure alignment in coaching, training,



decision‐making quality, and referral inflows.
Lead and grow people:
Actively coach and mentor your direct reports, supporting their development through performance feedback, guidance and quality assurance checks.
Deliver expert decisions:
Manage your own monthly decision caseload and provide support on highly complex or contentious escalations.
Influence industry standards:
Engage with financial firms, industry bodies and consumer groups to lift industry practice and strengthen trust in dispute resolution.
Strengthen AFCA's frameworks:
Contribute to continuous improvement of policies, procedures, investigation practices and decision support tools.
Represent AFCA externally:
Present at industry events, contribute to media responses, and help shape public understanding of insurance issues.
Collaborate across AFCA:
Work with systemic issues and rules teams on broader trends and challenges affecting the insurance sector.
Qualifications
To be successful in this role, you'll bring:
Relevant legal qualifications
and significant experience in
general insurance
Demonstrated ability to operate
independently
with clear accountability for outcomes
Proven
leadership experience
, guiding teams through complex decision-making
High‐level
analytical skills
, with the capability to translate complex legal concepts into clear, accessible writing
Exceptional
communication, consultation and interpersonal skills
, enabling you to engage confidently with a diverse community
Strong understanding of relevant
financial services law,



industry practice and regulation
A demonstrated commitment to
AFCA's values and Leadership Capability Framework
High levels of
energy and resilience
, with the ability to manage competing priorities under tight timeframes
Excellent
influencing skills
to build and navigate stakeholder relationships
Strong
people‐management capability
and experience coaching technically skilled professionals
A proactive
'can‐do' attitude
, with strengths in problem‐solving, mentoring and leading high‐performing teams
Additional Information
BOSS Best Places to Work ****
–credited for its culture, engagement and flexible working arrangements.
Most Inclusive Workplace ****
– Australian HR Institute (AHRI) Awards.
Employer of Choice Public Sector and NFP
– Australian HR Awards ****
Bronze AWEI Accreditation ****
– Recognised for LGBTQ+ workplace inclusion.
Accredited Family Friendly Workplace
– Supporting work-life balance and inclusivity.
Hybrid working
– Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
Inclusive leave options
– Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave, and paid time off over Christmas.
Financial advantages
– Not-for-profit salary packaging to boost take-home pay.
To apply
If you're passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don't meet every single criterion.
We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at
[email protected]
.
AFCA is a **** Circle Back Initiative Employer - we are committed to responding to every applicant.

📌 Senior Ombudsman, Insurance (Sydney)
🏢 AFCA
📍 Sydney