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Senior Ombudsman, Insurance Australian Financial Complaints Authority · Melbourne, VIC, au
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Australian Financial Complaints Authority

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Senior Ombudsman, Insurance

🗓️ Posted 2026-10-09 Melbourne, VIC, au Full-time Hybrid Insurance Superannuation
💰 Salary Not shared 📊 Market A$10,833–A$15,000/mo

About the Company

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints. The Australian Financial Complaints Authority (AFCA) is the one-stop-shop for consumers and small businesses with a complaint about banking, credit, insurance, superannuation, investments and advice. We provide fair, independent and effective solutions for financial disputes. Established in 2018, AFCA is Australia's only ombudsman service for the financial services sector. We work with consumers, small businesses, industry, regulators and Government, to raise standards and reduce financial disputes through innovative solutions, education and communication. We deliver to the Australian community services that are easy to use, free for complainants, efficient, timely and impartial. AFCA's diverse workforce is made up of more than 1600 team members from across Victoria and New South Wales, with expertise in dispute resolution, finance, insurance and superannuation. Our people are driven by our values to be fair and independent, transparent and accountable, honest and respectful and proactive and customer focused. We're passionate about fairness and delivering a trusted and ethical service and excellent customer experience . Our culture and workplace reflects the diversity of those we serve. We share a vision to be a world class ombudsman service: raising standards and minimising disputes; meeting diverse community needs, and trusted by all. AFCA considers complaints that previously would have been handled by the Financial Ombudsman Service, the Credit Investments Ombudsman and the Superannuation Complaints Tribunal. Follow us for latest news, updates and to find out more about the work we do. Financial Services Specialties: alternative dispute resolution, legal, case management, insurance, banking, superanuation, investments and advice

Responsibilities

  • ● 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.
  • ● To be successful in this role, you'll bring: Relevant legal qualifications are preferred but not essential Significant experience in general insurance Demonstrated ability to operate independently with clear accountability for outcomes Proven leadership experience , guiding teams through complex decision-making High level analytical skills , with the capability to translate complex legal concepts into clear, accessible writing Exceptional communication, consultation and interpersonal skills , enabling you to engage confidently with a diverse community Strong understanding of relevant financial services law, industry practice and regulation A demonstrated commitment to AFCA's values and Leadership Capability Framework High levels of energy and resilience , with the ability to manage competing priorities under tight timeframes Excellent influencing skills to build and navigate stakeholder relationships Strong people management capability and experience coaching technically skilled professionals A proactive 'can do' attitude , with strengths in problem solving, mentoring and leading high performing teams
  • ● 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. 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. 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 during the recruitment process, please reach out to our team at [email protected]. AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.