Senior Ombudsman, Banking and Finance (Small Business & Transactions) Full-time
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 champion positive change. Our inclusive leadership values every voice, and we offer 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.
Lead with impact. Shape fair outcomes. Influence industry standards.
AFCA’s Small Business and Transactions team is looking for a Senior Ombudsman. The team focuses on complaints involving small business (e.g. loans, merchant payments and general banking relationships) and also complaints across Consumer and Small Business involving deposit accounts, payment services and in particular scams. The successful candidate will join our busy and collegiate decision‑making team to help resolve standard and complex banking and finance disputes, with a focus on either small business or transactions related issues. This role reports into our Lead Ombudsman, Small Business and Transactions Suanne Russell. The Senior Ombudsman – Small Business & Transactions will lead and inspire a team of Ombudsmen and Adjudicators, provide technical advice and professional coaching to ensure independent, fair and consistent decisions for complaints between financial firms and consumers and contribute to the running of the team.
Key accountabilities include:
Contribute to shaping the Small Business business plan to enable the DCO business plan and overall AFCA strategy.
Contribute to shaping and implementing new ways of working that promote accountability, performance, engagement and collaboration to deliver fair and consistent decisions and sustain business performance.
Support with the management of the team budget, workforce planning and resource management to achieve the functional business plan and goals.
Manage an effective and sustainable pipeline and workflow to the decision‑maker queue by working closely with the relevant Senior Manager or Team Manager.
Actively coach, guide and develop direct reports to deliver performance and personal growth, including conducting QA.
Manage personal monthly decision allocations and support with difficult or contentious escalated cases.
Support with engaging and influencing members, industry associations and consumer groups to improve industry standards.
Contribute to the continual improvement of policy, procedural documentation, investigation and decision support resources.
To be successful in this role, you will need:
Relevant legal qualifications and significant Banking and Finance/Small Business experience are essential.
Sound knowledge of relevant financial services law, practice and/or other regulation.
Demonstrated experience operating in an independent capacity and with individual accountability for outcomes.
Demonstrated leadership experience or proven success in leading and coaching senior professionals to build capability and drive change.
Demonstrated level of analytical skill, coupled with the ability to draft documents which explain complex legal concepts in a manner that can be readily understood.
Demonstrated high level communication, consultative and interpersonal skills in dealing with a broad cross‑section of the community.
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.
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 Careers@afca.org.au.
AFCA is a 2026 Circle Back Initiative Employer – we are committed to responding to every applicant.
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