Job Description

We are looking for a Senior Ombudsman, Scams to lead, inspire and develop a team of dispute resolution specialists and decision makers, provide technical advice and professional coaching to ensure independent, fair and consistent decisions for consumers and contribute to the running of the team.

The role will suit senior legally qualified specialists with a strong track record of significant achievement, particularly with a background in the banking, telcos and digital platform sectors. 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 positive community outcomes.

You will provide professional and technical leadership across AFCA and to coach and mentor adjudicators, case workers and others. The role supports with engaging and influencing members, industry associations and consumer groups to improve industry standards.

This is a Board appointed role.

In the role you will:
Contribute to shaping the Scams portfolio plan to enable AFCA’s strategy and corporate plan




Contribute to shaping and implementing current ways of working that promote accountability, performance, engagement and collaboration to deliver fair and consistent decisions and sustain business performance
Support with the management of the team budget, workforce planning and resource management to achieve functional business plan and goals
Manage an effective and sustainable pipeline and workflow to the decision maker queue by working closely with the relevant Senior Manager or Manager
Actively coach, guide and develop direct reports to deliver performance and personal growth including conducting QA
Manage monthly outcomes as allocated, engagement with parties to manage expectations and support team members with difficult or contentious cases
Support with engaging and influencing members, industry associations and consumer groups to improve industry standards
Contribute to the continual improvement of policy, procedural documentation, investigation and decision support resources

📌 Senior Ombudsman, Scams Sydney (Australia)
🏢 AFCA
📍 Australia