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 current 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.

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