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Senior Ombudsman - Investments and Advice Australian Financial Complaints Authority · Sydney, NSW, au
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Australian Financial Complaints Authority

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Senior Ombudsman - Investments and Advice

🗓️ Posted 2026-10-08 Sydney, NSW, au Full-time Hybrid Banking Financial Services
💰 Salary Not shared 📊 Market A$10,833–A$15,000/mo

About the Company

AFCA is a not for profit financial ombudsman that delivers independent complaints resolution for Australians. It champions positive change through progressive thinking, accountability and resilience, and fosters an inclusive culture that values every voice and supports flexible work options, thoughtful benefits and opportunities for expertise growth.

About the Role

The Senior Ombudsman Investments and Advice reports to the Lead Ombudsman and works to lead and inspire a team of decision makers, provide specialist technical and professional expertise in specific complaint streams, ensure independent, fair and consistent decision making and complaint resolution, and act on behalf of the Lead Ombudsman when required.

Responsibilities

  • ● Lead and inspire a team of decision makers, providing specialist technical and professional expertise to AFCA in particular complaint streams to ensure independent, fair and consistent approach to decision making and complaint resolution.
  • ● Assist the Lead Ombudsman in shaping the approach within the complaint stream and contribute to the DCO leadership team to achieve business objectives.
  • ● Drive initiatives to enhance efficiency, accountability, engagement and collaboration while ensuring fair and consistent decisions.
  • ● Support workforce planning, budgeting and resource management to meet functional goals.
  • ● Ensure an effective and sustainable workflow by coordinating with decision makers and senior management.
  • ● Mentor decision makers, provide guidance and conduct quality assurance to drive performance and personal growth.
  • ● Handle personal decision allocations and manage complex or contentious escalated cases.
  • ● Support the Lead in engaging with members, industry bodies and consumer groups to influence and improve industry standards.
  • ● Contribute to policy development and ongoing process enhancements.

Requirements

  • ● Relevant legal qualifications and experience in the I&A sector.
  • ● Proven ability to operate autonomously and take responsibility for outcomes.
  • ● Strong ability to analyze complex issues and draft clear, accessible documents.
  • ● High level consultative and interpersonal skills for engaging with diverse stakeholders.
  • ● Ability to manage multiple competing priorities under tight deadlines.
  • ● Strong influencing skills to navigate and develop stakeholder relationships effectively.

Benefits

  • ● Hybrid working - Flexible arrangements with state of the art offices designed for collaboration and wellbeing.
  • ● Inclusive leave options - Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave and paid time off over Christmas.
  • ● Financial benefits - Not for profit salary packaging to boost take home pay.

Application Notes

BOSS Best Places to Work 2024 - credited for its culture, engagement and flexible working arrangements. Most Inclusive Workplace 2024 - Australian HR Institute (AHRI) Awards. Employer of Choice Public Sector and NFP - Australian HR Awards 2023 Bronze AWEI Accreditation 2024 - Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace - Supporting work life balance and inclusivity. To apply: If you're passionate about fairness and believe your skills align with this role, we encourage you to apply-even if you don't meet every single criterion. We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support.