Senior Ombudsman, Insurance

Company Description 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 Join Us as a Senior Ombudsman, Insurance and Lead, Influence and Shape the Future of Insurance Dispute ResolutionAre you a strategic thinker and an inspiring leader with deep expertise in insurance? As a Senior Ombudsman, Insurance at AFCA, you will guide and empower a highperforming team of Insurance Ombudsman, providing expert technical advice and professional coaching to ensure decisions are fair, independent and consistent for consumers and financial firms.In this pivotal role, you''ll also have a hand in shaping AFCA''s approach to general insurance complaints, strengthening trust and outcomes at moments that matter most. You will report directly to Emma Curtis, Lead Ombudsman Insurance.Key AccountabilitiesShape the future direction: Contribute to the development of the business plan that supports both the DCO function and AFCA''s broader strategic priorities.Drive new ways of working: Champion innovative, collaborative and accountable work practices that enhance performance and ensure consistently fair decisionmaking.Support operational leadership: Assist in managing team budgets, workforce planning, and resource allocation to achieve business goals.Partner for consistency: Work closely with Senior Managers and Team Managers across Operations to ensure alignment in coaching, training, decisionmaking quality, and referral inflows.Lead and grow people: Actively coach and mentor your direct reports, supporting their development through performance feedback, guidance and quality assurance checks.Deliver expert decisions: Manage your own monthly decision caseload and provide support on highly complex or contentious escalations.Influence industry standards: Engage with financial firms, industry bodies and consumer groups to lift industry practice and strengthen trust in dispute resolution.Strengthen AFCA''s frameworks: Contribute to continuous improvement of policies, procedures, investigation practices and decision support tools.Represent AFCA externally: Present at industry events, contribute to media responses, and help shape public understanding of insurance issues.Collaborate across AFCA: Work with systemic issues and rules teams on broader trends and challenges affecting the insurance sector. Qualifications To be successful in this role, you''ll bring:Relevant legal qualifications and significant experience in general insuranceDemonstrated ability to operate independently with clear accountability for outcomesProven leadership experience, guiding teams through complex decision-makingHighlevel analytical skills, with the capability to translate complex legal concepts into clear, accessible writingExceptional communication, consultation and interpersonal skills, enabling you to engage confidently with a diverse communityStrong understanding of relevant financial services law, industry practice and regulationA demonstrated commitment to AFCA''s values and Leadership Capability FrameworkHigh levels of energy and resilience, with the ability to manage competing priorities under tight timeframesExcellent influencing skills to build and navigate stakeholder relationshipsStrong peoplemanagement capability and experience coaching technically skilled professionalsA proactive ''cando'' attitude, with strengths in problemsolving, mentoring and leading highperforming teams Additional InformationBOSS 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 2023Bronze 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 applyIf you''re passionate about fairness and believe your skills align with this role, we encourage you to applyeven 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 [emailprotected].AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

Created: 2026-02-11