Senior Ombudsman - Investments Advice

The role of Senior Ombudsman Investments and Advice reporting to Lead Ombudsman I&A Shail Singh works with the Lead Ombudsman to lead and inspire a team of decision makers provide specialist technical and professional expertise to AFCA in particular complaint streams to ensure independent fair and consistent approach to decisionmaking and complaint resolution and to act for the Lead Ombudsman when required. You will also:

• Support Leadership & Strategy: Assist the Lead Ombudsman in shaping the approach within the complaint stream and contribute to the DCO leadership team to achieve business objectives.
• Drive Efficiency & Performance: Lead initiatives to enhance efficiency accountability engagement and collaboration while ensuring fair and consistent decisions.
• Team & Resource Management: Support workforce planning budgeting and resource management to meet functional goals.
• Workflow & DecisionMaking: Ensure an effective and sustainable workflow by coordinating with decisionmakers and senior management.
• Coaching & Development: Mentor decisionmakers provide guidance and conduct quality assurance to drive performance and personal growth.
• Case Management: Handle personal decision allocations and manage complex or contentious escalated cases.
• Stakeholder Engagement: Support the Lead in engaging with members industry bodies and consumer groups to influence and improve industry standards.
• Policy & Continuous Improvement: Contribute to policy development and ongoing process enhancements.

This is a 2year contract role.  

Qualifications :

To be successful in this role you will need:

• Legal Expertise: Relevant legal qualifications and experience in the I&A sector (highly desirable).
• Independence & Accountability: Proven ability to operate autonomously and take responsibility for outcomes.
• Analytical & Drafting Skills: Strong ability to analyze complex issues and draft clear accessible documents.
• Communication & Interpersonal Skills: Highlevel consultative and interpersonal skills for engaging with diverse stakeholders.
• Time Management: Ability to manage multiple competing priorities under tight deadlines.
• Influencing & Stakeholder Engagement: Strong influencing skills to navigate and develop stakeholder relationships effectively.

Additional Information :

Whats on offer

• 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 worklife balance and inclusivity. 
• Hybrid working Flexible arrangements with stateoftheart offices designed for collaboration and wellbeing. 
• Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas. 
• Financial benefits Notforprofit salary packaging to boost takehome pay. 
• Locations A team of over 1200 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont 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.  

Remote Work :

No

Employment Type :

Fulltime