Senior Ombudsman, Insurance

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AFCA is seeking a Senior Ombudsman, Insurance to lead and shape insurance dispute resolution. In this role you will guide an Insurance Ombudsman team, provide expert guidance and coaching, and ensure decisions are fair, independent and consistent for consumers and firms. Reporting to Emma Curtis, you’ll influence general insurance approaches, drive new ways of working, and collaborate to raise decision quality. Essential qualifications include a legal qualification and substantial general insurance experience, strong leadership and coaching skills, and solid analytical and communication abilities. To apply, tailor your resume to show strategic leadership, complex cases, policy improvement, and email [email protected]. AFCA offers hybrid options and welcomes applicants from all backgrounds.

Company Description

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. 

Job Description

Join Us as a Senior Ombudsman, Insurance and Lead, Influence and Shape the Future of Insurance Dispute Resolution

Are you a strategic thinker and an inspiring leader with deep expertise in insurance? As a Senior Ombudsman, Insurance at AFCA, you will guide and empower a high‑performing team of Insurance Ombudsman, providing expert technical advice and professional coaching to ensure decisions are fair, independent and consistent for consumers and financial firms.

In this pivotal role, you’ll also have a hand in shaping AFCA’s approach to general insurance complaints, strengthening trust and outcomes at moments that matter most. You will report directly to Emma Curtis, Lead Ombudsman Insurance.

Key Accountabilities

• Shape the future direction: Contribute to the development of the business plan that supports both the DCO function and AFCA’s broader strategic priorities.
• Drive new ways of working: Champion innovative, collaborative and accountable work practices that enhance performance and ensure consistently fair decision‑making.
• Support operational leadership: Assist in managing team budgets, workforce planning, and resource allocation to achieve business goals.
• Partner for consistency: Work closely with Senior Managers and Team Managers across Operations to ensure alignment in coaching, training, decision‑making quality, and referral inflows.
• Lead and grow people: Actively coach and mentor your direct reports, supporting their development through performance feedback, guidance and quality assurance checks.
• Deliver expert decisions: Manage your own monthly decision caseload and provide support on highly complex or contentious escalations.
• Influence industry standards: Engage with financial firms, industry bodies and consumer groups to lift industry practice and strengthen trust in dispute resolution.
• Strengthen AFCA’s frameworks: Contribute to continuous improvement of policies, procedures, investigation practices and decision support tools.
• Represent AFCA externally: Present at industry events, contribute to media responses, and help shape public understanding of insurance issues.
• Collaborate across AFCA: Work with systemic issues and rules teams on broader trends and challenges affecting the insurance sector.

Qualifications

To be successful in this role, you’ll bring:

• Relevant legal qualifications and significant experience in general insurance
• Demonstrated ability to operate independently with clear accountability for outcomes
• Proven leadership experience, guiding teams through complex decision-making
• High‑level analytical skills, with the capability to translate complex legal concepts into clear, accessible writing
• Exceptional communication, consultation and interpersonal skills, enabling you to engage confidently with a diverse community
• Strong understanding of relevant financial services law, industry practice and regulation
• A demonstrated commitment to AFCA’s values and Leadership Capability Framework
• High levels of energy and resilience, with the ability to manage competing priorities under tight timeframes
• Excellent influencing skills to build and navigate stakeholder relationships
• Strong people‑management capability and experience coaching technically skilled professionals
• A proactive ‘can‑do’ attitude, with strengths in problem‑solving, mentoring and leading high‑performing teams

Additional Information

• 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.

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.