Australian Financial Complaints Authority – Sydney CBD NSW

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.

Company Description

Fairness feels good

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

The Manager, Communications & Engagement will manage and develop AFCA’s Stakeholder Engagement function, set priorities, oversee the quality of its work and build the team’s capability to respond to both planned and emerging needs.

A key focus will be preparing AFCA’s senior leaders for significant non-government external engagements. You’ll oversee the development of executive briefs, speeches, presentations, key messages,



panel materials and engagement advice. Your work will ensure leaders have a clear understanding of each engagement’s purpose, stakeholder context, relationship history, risks, sensitivities and intended outcomes.

Beyond individual engagements, you’ll help strengthen how AFCA approaches stakeholder management across the organisation. You’ll support the implementation of AFCA’s stakeholder engagement strategy, establish consistent ways of working and develop an enterprise view of priority relationships and engagement activity.

You’ll also build AFCA’s stakeholder intelligence capability, helping transform feedback, relationship insights and sector developments into clear and practical advice for senior decision-makers.

This is initially a 12 month max term contract.

What you’ll do:

- Lead and develop the Stakeholder Engagement function, including setting priorities, allocating work, managing capacity and providing quality assurance.
- Provide clear direction, coaching and development to the Senior Stakeholder Engagement Adviser.
- Build a resilient, high-performing function that can respond effectively to planned and emerging priorities.
- Oversee preparation for significant external engagements involving the Chief Ombudsman and Chief Executive Officer, Executive and other senior leaders.




- Ensure leaders are supported with clear objectives, stakeholder context, relationship history, key messages, anticipated issues, risks, sensitivities and intended outcomes.
- Lead the development and coordination of executive briefing packs, speaking points, speeches, presentations, panel preparation and other engagement materials.
- Coordinate input from executives, business owners and subject-matter experts to produce accurate, timely and audience-focused materials.
- Support the implementation of AFCA’s stakeholder engagement strategy and a coordinated enterprise approach to stakeholder planning.
- Maintain an organisation-wide view of priority stakeholder relationships and significant external engagements.
- Establish consistent expectations for engagement planning, record keeping, meeting notes, follow-up actions and relationship management.
- Partner with the Strategic Communications and Media teams to maintain consistent messaging across stakeholder engagements, executive communications and public positioning.
- Work across AFCA to reduce duplication, identify engagement gaps and improve coordination between leaders and business areas.
- Monitor stakeholder feedback, relevant discourse and sector developments that may affect stakeholder perceptions or AFCA’s reputation.
- Turn stakeholder intelligence into practical insights that support Executive decision-making, organisational priorities and strategic responses.

Qualifications

You’re a trusted adviser who can see the bigger picture while maintaining a strong command of the detail. You understand how to prepare senior leaders for key conversations, navigate complex stakeholder environments and turn diverse infor

📌 Manager, Communications (Sydney)
🏢 Australian Financial Complaints Authority
📍 Sydney