Ombudsman, Banking and Finance

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. Are you a senior legal professional ready to use your expertise where it truly matters? At AFCA, this is more than a role, it’s an opportunity to give back to the community while shaping the future of financial fairness in Australia . As an Ombudsman, Banking & Finance , you’ll sit at the heart of complex, high-impact disputes, resolving matters that directly affect individuals, families and businesses. From consumer credit and lending issues to financial hardship cases, your decisions will deliver real-world outcomes that rebuild trust in the financial system . Every determination you make is grounded in fairness, independence, and AFCA’s rules, but its impact extends far beyond the individual case. Your decisions can become binding on financial firms You will help drive better industry behaviour and accountability You’ll contribute to a system that is fair, accessible, and trusted This is your chance to combine legal expertise with purpose, delivering justice at scale and is a visible leadership role where your voice, judgement and expertise will shape outcomes across the organisation and industry. In this role you will: Provide technical and professional leadership across AFCA Mentor and uplift Adjudicators and case teams Contribute to thought leadership and evolving approaches to dispute resolution Represent AFCA as a trusted expert at conferences and industry forums Build trusted relationships with regulators, consumer advocates, government and industry stakeholders You won’t just resolve disputes, you’ll help shape the future of dispute resolution in Australia. This role is open to full time or part-time applicants. What You’ll Bring To thrive in this influential Ombudsman role, you’ll draw on a blend of expertise, judgement, and leadership. We’re looking for someone who brings: Strong legal credentials and senior‑level impact You’ll have formal legal qualifications and/or extensive dispute resolution experience and a substantial record of achievement at an executive level within the banking and finance sector or in a tribunal, an external dispute resolution scheme, a regulatory body, a related industry organisation, or private legal practice. Deep understanding of the financial services landscape Your knowledge of financial services law including consumer credit, lending and related regulatory frameworks is both broad and practical, enabling you to navigate complex matters with confidence. Sharp analytical thinking and decisive judgement You can quickly distil complex, multilayered issues to their core, manage an active caseload efficiently and independently, and maintain a strong outcomes‑focused mindset. Exceptional communication and relationship‑building skills Whether writing a determination, engaging with stakeholders, or presenting to an audience, you communicate with clarity, authority and empathy. You’re comfortable working with a diverse cross-section of the financial services sector and the broader community. Resilience, professionalism and composure under pressure You bring balanced judgement, emotional intelligence and the ability to remain steady when facing challenge, scrutiny or criticism. Your engagement style is thoughtful, constructive and grounded in fairness. Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing. Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period. Locations – A growing team of over 1,600 dedicated professionals based in 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]. We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience. About AFCA The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.