Senior Ombudsman - Investments and Advice

The role of Senior Ombudsman Investments and Advice, reporting to Lead Ombudsman, I&A Shail Singh, works with the Lead Ombudsman to lead and inspire a team of decision makers, provide specialist technical and professional expertise to AFCA in particular complaint streams to ensure independent, fair and consistent approach to decision-making and complaint resolution and to act for the Lead Ombudsman when required. You will also:

• Support Leadership & Strategy: Assist the Lead Ombudsman in shaping the approach within the complaint stream and contribute to the DCO leadership team to achieve business objectives. • Drive Efficiency & Performance: Lead initiatives to enhance efficiency, accountability, engagement, and collaboration while ensuring fair and consistent decisions. • Team & Resource Management: Support workforce planning, budgeting, and resource management to meet functional goals. • Workflow & Decision-Making: Ensure an effective and sustainable workflow by coordinating with decision-makers and senior management. • Coaching & Development: Mentor decision-makers, provide guidance, and conduct quality assurance to drive performance and personal growth. • Case Management: Handle personal decision allocations and manage complex or contentious escalated cases. • Stakeholder Engagement: Support the Lead in engaging with members, industry bodies, and consumer groups to influence and improve industry standards. • Policy & Continuous Improvement: Contribute to policy development and ongoing process enhancements.

This is a 2-year board appointed position.

To be successful in this role, you will need:

• Legal Expertise: Relevant legal qualifications and experience in the I&A sector (highly desirable). • Independence & Accountability: Proven ability to operate autonomously and take responsibility for outcomes. • Analytical & Drafting Skills: Strong ability to analyze complex issues and draft clear, accessible documents. • Communication & Interpersonal Skills: High-level consultative and interpersonal skills for engaging with diverse stakeholders. • Time Management: Ability to manage multiple competing priorities under tight deadlines. • Influencing & Stakeholder Engagement: Strong influencing skills to navigate and develop stakeholder relationships effectively. • 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, women’s health leave, and paid time off over Christmas. • Financial benefits – Not-for-profit salary packaging to boost take-home pay.