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.

This role leads the delivery and resolution of complex banking and finance complaints, with a strong focus on credit reporting and privacy matters. You will manage a team of dispute resolution specialists, provide expert guidance on complex cases, and ensure decisions are fair, consistent and compliant with relevant legislative and regulatory frameworks.

Key responsibilities include:

• Operational leadership of complaint handling relating to credit reporting, privacy and banking matters
• Oversight of complex investigations and decision‑making, including early resolution and conciliation
• Coaching, mentoring and performance management of specialist complaint handlers
• Ensuring high‑quality, timely outcomes aligned with AFCA Rules, privacy obligations and community standards
• Identifying and escalating systemic issues, serious misconduct or emerging risks
• Stakeholder engagement with complainants, financial firms and internal senior leaders

To be successful in this role, you will need:

• Strong background in credit reporting and privacy, ideally within banking, financial services, legal, regulatory or dispute resolution environments
• Demonstrated knowledge of:
  • Privacy and credit reporting legislation and frameworks
  • Banking and finance products and practices
  • Complaint resolution, investigations or conciliation processes
• Proven people leadership experience, including coaching and managing specialists
• Ability to make accountable, well‑reasoned decisions on complex and sensitive matters
• Excellent written and verbal communication skills, with ability to explain decisions clearly and in plain English
• Strong analytical skills, attention to detail and sound judgement under pressure

• 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.

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