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Lead Ombudsman - Insurance

Australian Financial Complaints Authority - Melbourne, VIC

Source: uWorkin


  • Opportunity to influence financial fairness across the General and Life Insurance sectors
  • Key leadership role at AFCA, leading highly motivated, passionate staff
  • High profile role with independence and autonomy 

About the opportunity

AFCAworks directly with consumers, small businesses, and industry to provide fair, free, and independent dispute resolutions for financial complaints. AFCA’s services are offered as an alternative to tribunals and courts. Our vision is to be a world-class ombudsmen service raising standards, minimising disputes, meeting diverse community needs, and to be trusted by all.

Reporting to the Deputy Chief Ombudsman and leading a team of high-performing decision-makers, the role of Lead Ombudsman Insurance will provide technical and professional leadership for decision-making in AFCA’s Insurance practice to ensure independent, fair, and consistent decisions in complaints between consumers, small businesses, and Financial Firms in insurance-related matters.

You will make decisions for difficult or contentious escalated cases, individually or as part of a panel, and escalate issues with broader implications for AFCA to the senior leadership group. The role also has responsibility for reviewing and determining systemic issues as part of AFCA’s systemic issues investigation function.

You will contribute AFCA technical policy development, issue resolution, and internal and external communication of technical decisions and complaint approach, to improve industry practice and prevent future complaints. You will play a key leadership role at AFCA with the opportunity to influence the operational and strategic direction of AFCA.

You will be responsible for leading AFCA’s approach to Insurance disputes and engaging with external stakeholders across the financial services industry and various consumer groups to champion effective dispute resolution practices and financial fairness. You will work closely with the insurance industry to improve practices in resolution, remediation, and systemic issues.

Please note that this is a board appointed role, with a renewable term of 5 years.

About you

To be successful in this role, you’ll come equipped with:

  • Senior legal qualifications and demonstrated experience in financial services, particularly insurance and/or insurance complaint resolution
  • Demonstrated experience operating in an independent capacity and with individual accountability for outcomes
  • Demonstrated level of analytical skills, coupled with the ability to draft documents that explain complex legal concepts in a manner with can be readily understood
  • Demonstrated high-level communication and interpersonal skills in dealing with a broad cross-section of the community with the ability to influence and negotiate
  • Sound leadership and consultative skills
  • The ability to remain independent and impartial
  • Sound knowledge of financial services law, practice, and/or other regulations

Salary and benefits

  • Being a not for profit, we can offer beneficial salary packaging options including novated leasing arrangements.
  • The option to purchase additional Annual Leave, up to 4 weeks per year.
  • We close for Christmas and for this shutdown, have special leave. So, if you would have usually worked, enjoy a short Christmas break on us!
  • From yoga and boot camp, annual skin checks, flu vaccinations, and fresh fruit to health and wellbeing support! We offer a range of initiatives and flexible working arrangements to our people, to support them to be their best.
  • A Staff-run social club that provides an annual calendar of engaging events, which we are currently running virtually.
  • Genuine opportunities for training and career growth.

To apply

AFCA has always been committed to building an inclusive culture where diverse backgrounds, perspectives, and identities are celebrated. We know we perform at our best when we are empowered to be ourselves, and that this, in turn, enables our future success as an organisation.

Joining AFCA means joining an organisation of passionate, intelligent people who are interested in financial fairness and driving positive change in the financial sector through alternative dispute resolution, innovative solutions, education, and communication.

To learn more about who we are and the work we do, please visit: https://www.afca.org.au/

To apply, please submit your resume and cover letter explaining why you think you’d be a great fit for this role. Please note that due to COVID 19, our team is currently working flexibly from home. Due to this, the successful applicant may be onboarded, inducted, and trained virtually until we return to the office.

AFCA is a 2021 Circle Back Initiative Employer – we commit to respond to every applicant.

Respectfully, no agency support is required for the recruitment of this position.