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Ombudsman - Small Business

2 weeks ago

Melbourne, Victoria, Australia Australian Financial Complaints Authority Full time $150,000 - $200,000 per year

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
We are seeking a dynamic
Ombudsman
to join our vibrant and collaborative decision making team. Reporting to Suanne Russell, Lead Ombudsman – Small Business, you will play a crucial role in resolving both standard and complex banking and finance disputes for small business customers.

What We're Looking For

  • Experienced Professionals: Senior legally qualified individuals with a proven track record of significant achievements in the banking and finance sector.
  • Community-Focused: Professionals eager to use their skills and experience to contribute to positive community outcomes.

Your Role

  • Decision-Making: Make impactful decisions on disputes, either individually or as part of a panel, in line with AFCA rules and fairness principles. Your decisions will shape the industry, as they are binding when accepted by the complainant.
  • Leadership: Provide professional and technical leadership within AFCA. Mentor and coach Adjudicators, case workers, and others.
  • Development: Help shape AFCA's approaches and present at external conferences as a subject matter expert.
  • Engagement: Support AFCA's relationships with consumer groups, government bodies, regulators, members, and the media.

Qualifications
Are you ready to make a real impact? Here's what we're looking for:

  • Legal Expertise: You have legal qualifications and a stellar track record at the senior executive level within the banking and finance industry, a tribunal, EDR scheme, regulatory agency, or related business entity, or in private practice.
  • Analytical Prowess: Your strong analytical skills enable you to quickly grasp complex issues and efficiently manage a busy caseload with a clear focus on outcomes.
  • Exceptional Communication: You excel in written and verbal communication and have outstanding interpersonal skills, allowing you to engage effectively with a wide cross-section of the insurance sector and the broader community.
  • Resilience and Determination: You possess the resilience, focus, and determination to handle challenges, external criticism, and public scrutiny with grace and effectiveness.

Additional Information
What's on offer

  • BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
  • Employer of Choice Public Sector and NFP – Australian HR Awards 2023
  • Accredited as a Family Friendly Workplace
  • Hybrid working from home and our state-of-the-art office and facilities designed for collaboration, and wellbeing. We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you.
  • Progressive and inclusive leave entitlements, including flexible public holiday leave, women's health leave, 18 weeks paid parental leave, sorry business leave, early and advanced pregnancy loss leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development.
  • Not For Profit salary packaging benefits.

Life at AFCA
Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish

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

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.