Senior Ombudsman, Insurance

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.

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 high‑performing 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, you’ll also have a hand in shaping AFCA’s approach to general insurance complaints , strengthening trust and outcomes at moments that matter most. You will report directly to Emma Curtis, Lead Ombudsman Insurance . We welcome applications from candidates across Australia, with hybrid working arrangements available.

Responsibilities

Shape the future direction: Contribute to the development of the business plan that supports both the DCO function and AFCA’s broader strategic priorities.; Drive new ways of working: Champion innovative, collaborative and accountable work practices that enhance performance and ensure consistently fair decision‑making.; 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, decision‑making 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 AFCA’s 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.

Requirements

Relevant legal qualifications are preferred but not essential; Significant experience in general insurance; Demonstrated ability to operate independently with clear accountability for outcomes; Proven leadership experience , guiding teams through complex decision-making; High‑level 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 AFCA’s 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 people‑management capability and experience coaching technically skilled professionals; A proactive ‘can‑do’ attitude , with strengths in problem‑solving, mentoring and leading high‑performing teams