Ombudsman, Investments and Advice

Fairness feels good

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.

We are on the lookout for an Ombudsman to join our vibrant Investments and Advice (I&A) decision-making team. This role is crucial in resolving both standard and complex I&A disputes.

Our I&A team is at the forefront of complaint resolution, engaging with industry and consumer groups to tackle key issues affecting I&A customers. This broad area includes complaints against financial planners, stockbrokers, managed funds, timeshares, traditional trustees, cryptocurrency wallet providers, and even horse-racing syndicates! While expertise in all these areas isn't necessary, knowledge in at least one is required, and multiple areas are highly desirable.

As an Ombudsman, you'll make impactful decisions, either individually or as part of a panel, in line with AFCA rules and fairness principles. Your decisions will significantly influence the practices of financial planning and stockbroking companies, derivatives platforms, and cryptocurrency wallet providers.

You'll also have the chance to provide professional and technical leadership across AFCA, coaching and mentoring case workers and others. There are opportunities to shape AFCA's approaches and present at external conferences as a subject matter expert. Additionally, you'll support AFCA's relationships with consumer groups, government bodies, regulators, AFCA members, member organisations, other Ombudsman networks, and the media.

This role is ideal for senior legally qualified professionals with a strong track record of significant achievement in the I&A sector. If you're at a stage in your career where you're looking to use your well-developed skills and experience to contribute to positive community outcomes, this could be the perfect fit for you.

This is initially a 24-month contract and is a Board-appointed role.

Requirements

Legal Expertise: Legal qualifications with senior executive experience.; Industry Knowledge: Experience in financial planning, stockbroking, managed funds, cryptocurrency, or derivatives.; Diverse Backgrounds: Experience in tribunals, EDR schemes, regulatory agencies, related business entities, or private practice.; Analytical Prowess: Strong analytical skills to manage complex issues and a busy caseload.; Communication Excellence: High-level written and verbal skills to engage with the insurance sector and community.; Simplicity in Complexity: Ability to explain complex concepts simply.; Decision Explanation: Skills to verbally explain decisions to firms and complainants.; Coaching Ability: Ability to coach and mentor junior staff.; Resilience and Determination: Strong resilience and focus to handle challenges and public scrutiny.; Engagement Skills: Excellent skills to build positive relationships.