Fairness feels good 

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. 

The General Insurance decision-making team at AFCA is focused on complaint resolution and on engaging with both industry and consumer groups in tackling important issues affecting insurance customers. We partner with the Insurance Council of Australia, industry and consumer groups in responding to the effects of natural disasters and other emerging issues.

We are looking for an Ombudsman to join our busy and collegiate decision-making team to help resolve standard and complex general insurance disputes. 

The role will suit senior legally qualified professionals with a strong track record of significant achievement and a background in the insurance sector. 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 that contributes to good community outcomes in the general insurance sector.

Your role will be to make decisions, individually or as part of a panel, on standard and complex complaints in accordance with the AFCA rules and fairness principles. The decisions are likely to make a real difference and influence insurers as they are binding on them when accepted by the complainant. You will also have the opportunity to provide professional and technical leadership across AFCA and to coach and mentor Adjudicators, caseworkers, and others. There will be opportunities to develop AFCA approaches and to present at external conferences as a subject matter expert. The role also involves supporting AFCA’s relationships with consumer groups, government bodies, regulators, AFCA members, member organisations, other Ombudsman networks, and the media.

• Legal qualifications are highly desirable and a significant track record of achievement at senior executive level within the insurance industry or a tribunal, EDR scheme, regulatory agency or related business entity or in private practice
• Strong analytical skills, the ability to quickly get to the heart of complex issues and to efficiently and independently handle a busy caseload, with a clear outcomes focus
• A demonstrated high level of written and verbal communication and interpersonal skills in dealing with a wide cross-section of the insurance sector and the broader community
• Resilience, focus, determination and excellent engagement skills and the ability to effectively manage challenges, external criticism and public scrutiny.

What's on offer

• 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. 
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t 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 Careers@afca.org.au. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.