Job Description

Permanent | Melbourne or Sydney

Lead change. Influence industry standards. Create lasting impact across the financial services sector.

At AFCA, we don't just resolve complaints. We use the insights we uncover to identify systemic issues, drive meaningful industry change and strengthen outcomes for consumers and small businesses across Australia.

We're seeking an exceptional leader to join us as Head of Systemic Issues, leading a nationally significant function that sits at the heart of Australia's consumer protection framework. In this highly visible leadership role, you'll shape strategy, influence regulatory and industry outcomes, and lead a team dedicated to identifying and addressing issues that have the potential to affect thousands of Australians.

Why this role matters

As Head of Systemic Issues, you'll be responsible for the leadership, strategic direction and ongoing evolution of AFCA's systemic issues function. Working closely with the Executive General Manager, Jurisdiction and Systemic Issues, you'll lead transformation initiatives, enhance operational capability, and strengthen governance and risk frameworks. You will ensure AFCA continues to identify,



investigate and report systemic issues which ultimately helps to improve industry standards and reduce future consumer harm. This role involves the identification of systemic issues across the financial services sector including in the area of scams.

This is a unique opportunity to influence change at a national level through engagement with regulators, government agencies, financial firms, consumer advocates and industry bodies.

What you'll be doing

- Leading AFCA's Systemic Issues function and driving its strategic direction
- Developing and implementing improvement and transformation initiatives
- Building high-performing teams and fostering a culture of accountability and continuous improvement
- Providing strategic advice to senior executives and key stakeholders
- Leading governance, risk, compliance and reporting activities
- Identifying emerging trends and issues impacting consumers and the financial services sector
- Developing robust relationships with regulators including ASIC, APRA, ACCC, ACMA, ATO and OAIC, along with industry and consumer groups
- Using systemic issue insights and data to drive better industry outcomes and prevent future complaints

📌 Head of Systemic Issues (Sydney)
🏢 AFCA
📍 Sydney