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Leads insurance ombudsman teams, providing expert guidance on complex dispute decisions, coaching staff, managing caseloads, and ensuring fair, consistent outcomes. Contributes to strategic planning, workforce and budget management, policy improvement, and industry standards. Builds relationships with financial firms, consumer groups, and industry bodies while representing AFCA externally. Requires strong insurance expertise, legal knowledge, leadership, analytical, communication, influencing, and people-management skills.

Leads insurance ombudsman teams, providing technical guidance, coaching, quality assurance, and complex dispute decisions. Shapes AFCA’s insurance complaints strategy, policies, procedures, and industry engagement. Manages caseloads, workforce planning, budgets, stakeholder relationships, systemic issues, and external representation while promoting fair, independent, and consistent outcomes.

Make fair and balanced decisions on complex general insurance complaints under AFCA rules and fairness principles. The Ombudsman will manage a high-volume caseload, participate in decision panels, coach adjudicators and caseworkers, contribute to policy and thought leadership, represent AFCA externally, and build relationships with insurers, regulators, government bodies, and consumer organisations.

Resolve standard and complex general insurance complaints through fair, balanced, and legally sound decisions. The Ombudsman will manage a varied caseload, participate in panels, coach adjudicators and caseworkers, contribute to policy and thought leadership, represent AFCA externally, and build relationships with regulators, insurers, government bodies, and consumer groups.

Create, edit, publish, and maintain internal communications and digital content across AFCA’s intranet, Knowledge Centre, SharePoint, and employee-facing platforms. Translate complex information into clear, accessible content, support organisation-wide campaigns, improve content governance and discoverability, and collaborate with stakeholders and subject matter experts to enhance employee digital experiences.

Create, edit, publish, and maintain internal communications and digital content across SharePoint, the intranet, Knowledge Centre, and employee-facing channels. Translate complex information into clear, accessible content, support organisation-wide campaigns, improve information discovery and digital experiences, and guide stakeholders and content owners on publishing and governance.

Provides proactive executive support to the Chief Scams Officer, managing calendars, priorities, meetings, governance materials, stakeholder engagement, travel, communications, expenses, recruitment activities, and process improvements. The role requires discretion, strong organisation, advanced Microsoft Office skills, and the ability to coordinate senior leaders and external stakeholders in a complex environment. This is an initial six-month maximum-term contract with hybrid working.

Manage complex life insurance complaints for a financial ombudsman, investigating issues, gathering information, negotiating resolutions, and preparing preliminary assessments and written decisions. Apply legislation, industry codes, legal principles, and AFCA fairness criteria. Lead challenging multi-issue cases, communicate complex matters in plain English, collaborate across teams, support operational improvements, and contribute to project delivery.

Provide proactive executive support to the Chief Scams Officer by managing calendars, priorities, meetings, governance papers, stakeholder engagements, travel, communications, expenses and administrative processes. The role coordinates senior forums, supports recruitment and business activities, handles confidential information, and improves workflows through technology and responsible AI use. This is an initial six-month maximum-term contract with hybrid working.

Manage complex life insurance complaints through investigation, negotiation, conciliation, and written decisions. Apply legislation, industry codes, legal principles, and AFCA fairness criteria to resolve disputes efficiently. Gather information from consumers and third parties, lead challenging multi-issue cases, communicate outcomes in plain English, and contribute to operational improvements, strategy alignment, collaboration, and project delivery.