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Lead Ombudsman, Banking and FinanceAustralian Financial Complaints Authority · Melbourne, VIC, au
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Australian Financial Complaints Authority

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Lead Ombudsman, Banking and Finance

🗓️ Posted 2026-10-02 Melbourne, VIC, au Full-time Hybrid Banking Financial Services
💰 Salary Not shared 📊 Market A$10,833–A$14,166/mo

About the Company

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.

About the Role

Shape decisions. Influence industry. Lead with fairness. For outstanding senior banking and finance lawyers, opportunities like this are rare. At AFCA, you won't just advise on the law. You'll help shape outcomes that impact consumers, financial firms and the broader financial services sector. As Lead Ombudsman, Banking & Finance, you'll sit at the forefront of some of Australia's most complex and significant financial disputes, leading a team of expert decision makers while influencing standards across the industry. Reporting to the Deputy Chief Ombudsman, Dr June Smith, you'll lead AFCA's Banking & Finance decision-making function, providing strategic, technical and professional leadership to a high-performing team of Ombudsmen and Adjudicators. The role carries ultimate accountability for ensuring complaints are resolved through fair, consistent and timely decisions. This is an executive leadership opportunity for a respected legal professional who is passionate about fairness, natural justice and delivering meaningful outcomes. You'll have the opportunity to influence industry standards, engage with senior stakeholders across the financial services sector, and play a key role in shaping AFCA's future direction. Why this role stands apart Many senior lawyers spend years advising on disputes. In this role, you'll be the one setting direction. You'll lead a national team, make decisions on complex and often high-profile matters, contribute to organisational strategy, and help drive new ways of working that enhance consistency, accountability and performance across the Banking & Finance jurisdiction. You'll also enjoy something increasingly difficult to find in private practice: the chance to combine legal excellence with genuine social impact. Every decision you oversee has the potential to improve confidence in Australia's financial system and ensure people feel heard, respected and treated fairly. This is a board appointed, 5-year contract, with opportunity for re-appointment at the end of your tenure.

Responsibilities

  • ● Lead AFCA's Banking & Finance decision-making function.
  • ● Provide strategic, technical and professional leadership to a high-performing team of Ombudsmen and Adjudicators.
  • ● Ensure complaints are resolved through fair, consistent and timely decisions.
  • ● Influence industry standards and engage with senior stakeholders across the financial services sector.
  • ● Contribute to organisational strategy and shape AFCA's future direction.
  • ● Drive new ways of working that enhance consistency, accountability and performance across the Banking & Finance jurisdiction.
  • ● Make decisions on complex and often high-profile matters.
  • ● Oversee outcomes that impact consumers, financial firms and the broader financial services sector.

Requirements

  • ● Extensive experience in banking and finance law, regulation or dispute resolution.
  • ● Relevant legal qualifications.
  • ● A strong track record in a senior legal, regulatory or industry leadership position.
  • ● Experience leading, coaching and developing high-performing teams.
  • ● Exceptional judgment, strategic thinking and written communication skills.
  • ● Ability to navigate complex and sensitive matters with empathy, resilience and integrity.
  • ● A passion for influencing positive change and improving industry standards.
  • ● Experience in a senior legal role such as Partner, Special Counsel, General Counsel, Executive Leader, Senior Regulator, Tribunal Member or dispute resolution specialist.

Benefits

  • ● Additional and inclusive leave options including flexible public holidays, gender affirmation leave, women's health leave, and bonus paid time off over the end of year holiday period.

Application Notes

Gold AWEI Accreditation 2025 - Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace - Supporting work-life balance and inclusivity. Hybrid working - Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing. To apply If you're passionate about fairness and want to make a real impact, we encourage you to apply.