Australian Financial Complaints Authority - Sydney NSW
8d ago , from Australian Financial Complaints Authority AFCA
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
Lead with impact. Shape fair outcomes. Influence industry standards.
Why This Role Matters
Every decision you make, individually or as part of a panel, is grounded in AFCA's rules and fairness principles. These decisions don't just resolve disputes; they shape industry behaviour. When accepted by complainants, your determinations become binding on financial firms, meaning your influence is both real and lasting.
AFCA's
Banking & Finance
team is looking for a
Senior Ombudsman
. The successful candidate will join our busy and collegiate decision-making team to help resolve standard and complex banking and finance disputes. This role reports into our Lead Ombudsman, Banking & Finance Natalie Cameron. The
Senior Ombudsman
will lead and inspire a team of Ombudsman and Adjudicators,



provide technical advice and professional coaching to ensure independent, fair and consistent decision for complaints between financial firms and consumers and contribute to the running of the team.
The role will suit senior legally qualified professionals with a strong track record of significant achievement and particularly with experience relating to the the
banking and finance
sector. You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role which contributes to good community outcomes in the banking and finance sector.
You will also have the opportunity to provide professional and technical leadership across AFCA and to coach and mentor Adjudicators, case workers and others. There may also be opportunities to develop AFCA approaches, contribute to government and regulatory policy consultations, and to present at external conferences as a subject matter expert. The role also involves supporting AFCA's relationships with small business and consumer groups, government bodies, regulators, AFCA members, member organisations and other Ombudsman networks.
Key accountabilities include:
Manage:
personal monthly decision allocations




an effective and sustainable pipeline and overflow to decision makers in your team
Actively coach, guide and develop direct reports to:
deliver performance and personal growth including conducting QA
provide support with difficult or contentious escalated cases
Support: with the
the work and initiatives of the Lead Ombudsman (Banking & Finance), acting as delegate as directed
collaborative working approaches with other Senior Ombudsmen and their teams
management of the team budget, workforce planning and resource management to achieve functional business plan and goals
engaging and influencing members, industry associations and consumer groups to improve industry standards
Contribute to:
shaping the team's business plan to enable theoverall AFCA strategy
shaping and implementing recent ways of working that promote accountability, performance, engagement and collaboration to deliver fair and consistent decisions and sustain business performance
continual improvement of policy, procedural documentation, investigation and decision support resources
This is a permanent, Board appointed role.
Qualifications
To be successful in this role, you will need:
Relevant
legal qualifications
and significant
Banking and Finance
experience are essential
Sound knowledge of relevant financial services law, practice and/or other regulation
Demonstrated experience operating in an independent capacity and with individual accountability for outcomes
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📌 Senior Ombudsman, Banking And Finance (New South Wales)
🏢 Australian Financial Complaints Authority
📍 New South Wales