Senior Ombudsman, Scams

We are looking for a Senior Ombudsman Scams to lead inspire and develop a team of dispute resolution specialists and decision makers provide technical advice and professional coaching to ensure independent fair and consistent decisions for consumers and contribute to the running of the team.

The role will suit senior legally qualified professionals with a strong track record of significant achievement particularly with a background in the banking telcos and digital platform sectors. You are likely to be at a stage of your career where you have an interest in using your well-developed skills and experience in a role which contributes to good community outcomes.

You will provide professional and technical leadership across AFCA and to coach and mentor adjudicators case workers and others. The role supports with engaging and influencing members industry associations and consumer groups to improve industry standards.

This is a Board appointed role.

In the role you will:

• Contribute to shaping the Scams portfolio plan to enable AFCAs strategy and corporate plan
• 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 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 Manager
• Actively coach guide and develop direct reports to deliver performance and personal growth including conducting QA
• Manage monthly outcomes as allocated engagement with parties to manage expectations and support team members with difficult or contentious 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

Qualifications :

To be successful in this role you will need:

• Legal qualifications and a significant track record of achievement at senior executive level in consumer resolution within a relevant industry or tribunal EDR scheme regulatory agency or private practice role
• Experience in financial services digital platforms or telecommunications is advantageous
• Sound knowledge of relevant product law practice and/or other regulations
• Proven experience in managing team operations and success leading and coaching senior professionals to build capability and drive change
• A track record of influencing engaging and leading initiatives to drive continuous improvement and industry standards
• Strong communication empathy and resilience to deal with conflict and difficult interactions
• Results driven and demonstrated commitment to meeting personal and team goals and targets

Additional Information :

• Gold 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 womens health leave and bonus paid time off over the end of year holiday period.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont meet every single criterion.

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

We believe fairness starts with people. Thats why we dont use AI or automated tools to screen candidates. As a result our processes may take a little longer and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018 AFCA has received more than 634000 complaints helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1