Senior Manager Financial Difficulty Specialists

Were seeking an experienced and valuesdriven leader to step into the role of Senior Manager Financial Difficulty Specialists where youll lead how we support complainants experiencing financial difficulty and vulnerability and shape how AFCA delivers fair empathetic and effective outcomes.

Reporting to Senior Ombudsman Matthew Martin this is a rare opportunity to influence strategy lead deeply meaningful work and champion equity of access across AFCAs endtoend financial difficulty complaints process.

This is an initial 12-month contract. 

About the Role

As a senior leader you will:

• Lead the implementation of AFCAs Financial Difficulty Strategy and related Equity of Access initiatives.
• Act as a conduit between decisionmakers and caseworkers ensuring holistic endtoend alignment across Financial Difficulty complaints.
• Proactively identify and remove barriers to access quality and efficiency challenging the status quo and embedding continuous improvement.
• Foster a culture where people feel supported capable and proud of their contribution including traumainformed practice reflective practice and group debriefing.
• Oversee partnerships and specialist supports (e.g. counsellors social workers psychologists or support services) including professional supervision where required.
• Lead workforce and budget planning contributing to service delivery excellence and financial sustainability.
• Manage complex escalated complaints and play a key role in shaping AFCAs operational delivery priorities.
• Engage and influence internal and external stakeholders including industry consumer representatives and support organisations.
• Actively promote a strong risk and compliance culture ensuring sound decisionmaking and mitigation of emerging risks.

Qualifications :

About You

You are a senior credible leader who combines operational excellence with deep empathy. You are energised by complexity thrive in change and care deeply about fairness and access to justice.

You will bring:

• Significant experience (typically 10 years) supporting people experiencing financial difficulty and/or vulnerability ideally within counselling psychology social work or similar disciplines.
• Experience working in and leading within traumainformed environments including supervision reflective practice and debriefing.
• Strong people leadership capability including coaching performance management and developing highperforming teams.
• Sound understanding of financial services legal regulatory and/or EDR environments.
• Proven ability to influence collaborate and drive outcomes across complex organisations.
• High levels of resilience emotional intelligence and selfawareness.
• A commitment to AFCAs values of being fair independent honest respectful transparent accountable proactive and customerfocused.

Additional Information :

• 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 womens 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 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 :

Full-time