The role of Senior Ombudsman Investments and Advice, reporting to Lead Ombudsman, I&A; Shail Singh, works with the Lead Ombudsman to lead and inspire a team of decision makers, provide specialist technical and qualified expertise to AFCA in particular complaint streams to ensure independent, fair and consistent approach to decision-making and complaint resolution and to act for the Lead Ombudsman when required. You will also:
- Support Leadership & Strategy: Assist the Lead Ombudsman in shaping the approach within the complaint stream and contribute to the DCO leadership team to achieve business objectives.
- Drive Efficiency & Performance: Lead initiatives to enhance efficiency, accountability, engagement, and collaboration while ensuring fair and consistent decisions.
- Team & Resource Management: Support workforce planning, budgeting, and resource management to meet functional goals.
- Workflow & Decision-Making: Ensure an effective and sustainable workflow by coordinating with decision-makers and senior management.
- Coaching & Development: Mentor decision-makers, provide guidance, and conduct quality assurance to drive performance and personal growth.
- Case Management: Handle personal decision allocations and manage complex or contentious escalated cases.
- Stakeholder Engagement: Support the Lead in engaging with members, industry bodies, and consumer groups to influence and improve industry standards.
- Policy & Continuous Improvement: Contribute to policy development and ongoing process enhancements.