Join Us as a Senior Ombudsman Insurance and Lead Influence and Shape the Future of Insurance Dispute Resolution
Are 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 youll also have a hand in shaping AFCAs 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 Accountabilities
- Shape the future direction: Contribute to the development of the business plan that supports both the DCO function and AFCAs 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 AFCAs 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 youll bring:
- Relevant legal qualifications and significant experience in general insurance
- Demonstrated ability to operate independently with clear accountability for outcomes
- Proven leadership experience guiding teams through complex decision-making
- Highlevel analytical skills with the capability to translate complex legal concepts into clear accessible writing
- Exceptional communication consultation and interpersonal skills enabling you to engage confidently with a diverse community
- Strong understanding of relevant financial services law industry practice and regulation
- A demonstrated commitment to AFCAs values and Leadership Capability Framework
- High levels of energy and resilience with the ability to manage competing priorities under tight timeframes
- Excellent influencing skills to build and navigate stakeholder relationships
- Strong peoplemanagement capability and experience coaching technically skilled professionals
- A proactive cando attitude with strengths in problemsolving mentoring and leading highperforming teams
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.
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
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 Om...
Join Us as a Senior Ombudsman Insurance and Lead Influence and Shape the Future of Insurance Dispute Resolution
Are 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 youll also have a hand in shaping AFCAs 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 Accountabilities
- Shape the future direction: Contribute to the development of the business plan that supports both the DCO function and AFCAs 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 AFCAs 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 youll bring:
- Relevant legal qualifications and significant experience in general insurance
- Demonstrated ability to operate independently with clear accountability for outcomes
- Proven leadership experience guiding teams through complex decision-making
- Highlevel analytical skills with the capability to translate complex legal concepts into clear accessible writing
- Exceptional communication consultation and interpersonal skills enabling you to engage confidently with a diverse community
- Strong understanding of relevant financial services law industry practice and regulation
- A demonstrated commitment to AFCAs values and Leadership Capability Framework
- High levels of energy and resilience with the ability to manage competing priorities under tight timeframes
- Excellent influencing skills to build and navigate stakeholder relationships
- Strong peoplemanagement capability and experience coaching technically skilled professionals
- A proactive cando attitude with strengths in problemsolving mentoring and leading highperforming teams
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.
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
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