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.

About the role

We are seeking an experienced people leader with strong technical expertise in financial and loss calculations to lead a specialist team of financial calculation experts supporting complex complaints across investments and advice.

This role is first and foremost a leadership position, responsible for setting direction, coaching capability, quality‑assuring outcomes and driving consistent, timely service delivery. However, this is also a hands‑on technical role at times, requiring deep capability in loss calculations and financial analysis to support complex, high‑risk or escalated matters.

You will lead a team of specialists who provide expert loss calculations and technical advice to case workers, decision makers and Ombudsmen, and will be relied upon as a technical authority in this space.

Key responsibilities

People leadership & operational delivery

• Lead, coach and develop a team of financial and loss calculation specialists, fostering high performance, technical excellence and engagement
• Provide clear direction, regular feedback and coaching to support capability uplift and consistent decision‑making
• Manage team workflow, resourcing, performance planning and quality assurance in line with AFCA frameworks
• Create an environment of collaboration, learning and continuous improvement

• Technical leadership & hands‑on expertise

• Provide expert guidance on complex financial and loss calculations, including lending facilities, investments, break costs, portfolio valuation and remediation calculations
• Step in hands‑on to complete or review calculations for complex, sensitive or escalated complaints
• Ensure loss calculation methodologies are robust, consistent, transparent and aligned with AFCA Rules and industry practice
• Translate complex financial concepts into clear, plain‑English explanations for a broad audience

• Quality, risk & stakeholder engagement

• Quality‑assure specialist advice and calculations to ensure accuracy, fairness and consistency
• Act as a senior escalation point for complex technical issues raised by internal stakeholders
• Work closely with Operational Delivery leaders, decision makers and Ombudsmen to support high‑quality, timely outcomes
• Identify trends, emerging risks or potential systemic issues and escalate appropriately

What you’ll bring

Leadership

• Demonstrated experience leading and developing technically skilled professionals
• A coaching‑focused leadership style with the ability to balance operational delivery and people development
• Strong judgement, accountability and the confidence to make and support decisions

Technical expertise (essential)

• Proven, hands‑on experience in financial and loss calculations within financial services, dispute resolution, remediation, banking, investments or a related sector
• Strong working knowledge of:
  • Lending and credit products
  • Investment and portfolio valuation
  • Break cost and remediation calculations
  • Industry practice and financial firm methodologies
• Advanced analytical capability and a high level of accuracy and attention to detail
• Strong Excel capability and experience working with financial models and templates

Communication & values

• Ability to explain complex financial concepts in clear, plain English
• Strong written and verbal communication skills
• Commitment to fairness, independence and customer‑focused decision‑making
• Alignment with AFCA’s values and purpose

Qualifications & experience

• Relevant tertiary qualification (commerce, accounting, economics, finance or similar) and/or significant relevant experience
• Extensive experience in financial services, loss calculation, remediation or dispute resolution environments
• Experience working in or alongside specialist calculation or technical advisory teams is highly regarded

• 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
• Silver AWEI Accreditation 2025 – 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.
• 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 [email protected].

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