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.

Help build resilience for an organisation that makes a difference.

AFCA are seeking an experienced Business Continuity Management Lead to lead and evolve our organisational resilience capability. This is an exciting opportunity for a business continuity, resilience, governance or risk professional who enjoys working across an organisation to strengthen preparedness, support critical decision-making and drive continuous improvement.

The opportunity

Reporting to the Head of Properties, Security and Reslience, you'll be responsible for leading AFCA's Business Continuity Management (BCM) program and ensuring our people, systems and services are prepared to respond effectively during disruption. You'll play a key role in maintaining and enhancing our organisational resilience framework while partnering with leaders across the business to embed continuity practices and strengthen capability.

You'll lead the review, testing, reporting and continuous improvement of AFCA's BCM framework and provide expert guidance during disruption events, supporting activation, recovery and post-incident review activities. 

Key responsibilities

• Lead the day-to-day operation of AFCA's Business Continuity Management program
• Drive annual review cycles, training activities, exercises and governance reporting
• Partner with business leaders to maintain critical business capability plans and recovery arrangements
• Facilitate business continuity exercises, scenario testing and playbook reviews
• Support activation and recovery activities during business disruptions
• Monitor and report on BCM performance, emerging risks and improvement actions
• Work closely with supplier assurance and procurement stakeholders to strengthen critical supplier resilience
• Promote BCM awareness and capability across AFCA through practical guidance, training and stakeholder engagement. 

What you'll bring

We're looking for a proactive and highly organised professional who can confidently influence stakeholders and drive outcomes across diverse business groups.

You'll ideally have:

• Experience leading business continuity, operational resilience, risk, governance, emergency management, facilities or related programs
• Strong stakeholder engagement and influencing skills
• Excellent written communication and reporting capabilities
• A structured and detail-oriented approach to governance, action tracking and compliance activities
• Experience with business continuity plans, business impact analysis, resilience exercises or incident response processes
• The ability to remain calm, practical and solutions-focused during time-sensitive situations
• Experience in financial services, government, professional services, complaints handling or another regulated environment will be highly regarded.

• 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, women’s health leave, and bonus paid time off over the end of year holiday period.

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].

We believe fairness starts with people. That’s why we don’t 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 634,000 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.