Senior Manager

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.

The Senior Manager - Strategic Insights will lead AFCA's strategic intelligence capability. In this high-impact role, you'll guide a team of analysts and engagement professionals to deliver actionable insights that inform AFCA's strategy, policy development, and legislative engagement.

You'll play a pivotal role in identifying emerging risks, financial trends, and regulatory shifts, ensuring AFCA remains proactive, informed, and influential. This role also supports AFCA's data and technology roadmap, helping define future analytics capabilities and establish best-practice methods. We're on the search for a data driven, proven leader to deliver strategic intelligence and influence organisational strategy.

Typically in this role you will: 

• Lead the development of strategic insights that shape AFCA's organisational direction
• Oversee complex analytics projects that identify systemic risks, opportunities, and trends across financial services and consumer behaviour
• Translate insights into strategic recommendations for AFCA's executive and board-level decision-making
• Deliver high-quality analysis to support policy, strategy, and legislative engagement
• Collaborate across AFCA to identify emerging risks and opportunities
• Present findings and strategic recommendations to diverse audiences, including regulators, government officials, and industry leaders.
• Build and maintain strong relationships with internal leaders, subject matter experts (SMEs) and analysts to embed insights into operational and strategic planning.
• Guide the evolution of AFCA's data and analytics capabilities
• Influence national conversations on financial fairness and consumer protection
• Manage and mentor a high-performing team of analysts and engagement professionals

To be successful in this role, you will need:

• Proven leadership in strategic analysis, policy, or regulatory environments
• Strong analytical and storytelling skills with the ability to influence senior stakeholders
• Experience in data strategy, governance, and technology-driven insights
• Proven leadership in developing and delivering strategic intelligence and influencing organisational strategy.
• High data literacy and experience in using data in a professional context through actionable insights to help drive evidence-based decision making within an organisation
• A collaborative mindset and ability to work across diverse teams
• Passion for fairness, innovation, and continuous improvement
• Demonstrated knowledge of Data Governance and Data Ethics Frameworks as well as the ability to understand and influence data structures and models
• Relevant tertiary qualifications in a related field, such as data or business analytics

• 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.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

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.