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.

What we are looking for: We are seeking a leader who can effectively manage the complex and varied workload including batched complaints, to ensure that tasks are prioritised, segmented, and completed in manageable increments. You will approach your work with a project management mindset, executing structured plans while adapting to changing requirements and guiding your team toward consistent success.

In this role, you will have the support of experienced senior dispute resolution specialists to lead your team to achieve success. Your industry knowledge, flexibility, and sound process skills will be instrumental in ensuring efficient and effective complaint resolution within the team.

To be successful in this role, you will need:

• Strong leadership skills with the ability to inspire and motivate a team.
• Willingness to learn and grow alongside your team.
• Passionate, positive, and aligned with our company culture.
• Proven ability to work autonomously, adapt to change, and manage workloads effectively.
• Excellent organisational skills, with the ability to prioritise tasks and meet deadlines.
• Ability to influence both internal and external stakeholders through effective communication skills
• Familiarity with external dispute resolution and complaint resolution processes.

If you are someone who can think strategically while managing day-to-day execution and continuously striving for improvement, we would love to hear from you.

To be successful in this role, you will need:

• Strong leadership skills with the ability to inspire and motivate a team.
• Willingness to learn and grow alongside your team.
• Passionate, positive, and aligned with our company culture.
• Proven ability to work autonomously, adapt to change, and manage workloads effectively.
• Excellent organisational skills, with the ability to prioritise tasks and meet deadlines.
• Familiarity with external dispute resolution and complaint resolution processes.
• A strategic mindset, with the ability to think critically and align team objectives with broader organisational goals. You will bring a forward-thinking approach, anticipating challenges, and identifying opportunities for process improvements and innovation.
• The ability to analyse complex situations, develop long-term plans, and implement actions to drive both short-term success and sustained growth.

• 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.