Job Description

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 shape the future of fairness in financial services

At the Australian Financial Complaints Authority (AFCA), we're on the side of fairness. Every five years, AFCA undertakes an Independent Review of our scheme, a significant and highly visible process that helps shape our future strategic direction and ensures we continue delivering fair, independent and effective outcomes for consumers, small businesses and the financial services industry.

We're seeking an experienced Project Manager to lead and coordinate this critical organisation-wide initiative. Reporting to the Head of Project Management Office and working closely with our Executive General Manager, you'll play a pivotal role in preparing for and delivering one of AFCA's most important strategic priorities.

Reporting the Head of Project Management Office, this is a rare opportunity to lead a high-profile project that sits at the intersection of strategy, governance, stakeholder engagement and organisational improvement.

Why this role matters

The Independent Review provides valuable insights that influence AFCA's future direction, performance and impact. As Project Manager, you'll be responsible for bringing together diverse stakeholders, managing complex workstreams, coordinating consultation activities and ensuring the review is delivered successfully from planning through to completion.

You'll work with senior leaders across AFCA, engage with external stakeholders and help facilitate a process that contributes to the ongoing evolution of Australia's financial complaints scheme.

What you'll be doing

• Leading the end-to-end delivery of AFCA's Independent Review
• Developing and managing project plans, timelines, governance and reporting
• Coordinating stakeholder engagement and consultation activities
• Working closely with Executive and senior leaders across the organisation
• Managing project risks, dependencies and key milestones
• Providing strategic project advice to sponsors and decision-makers
• Preparing high-quality project documentation, reporting and presentations
• Ensuring clear communication and alignment across internal and external stakeholders
• Supporting governance forums and executive-level reporting

This is initially a 12-month contract role.

Qualifications

What you'll bring

We're looking for a strategic and highly organised project professional who thrives in complex environments and enjoys working with senior stakeholders.

Ideally, you'll bring:

• Proven experience delivering complex or organisation-wide projects
• Exceptional stakeholder management and influencing skills
• Experience working with senior executives, governance bodies or regulatory environments
• Strong project planning, reporting and risk management capability
• Outstanding written and verbal communication skills
• The ability to bring structure, clarity and momentum to strategic initiatives
• Experience within financial services, government, regulatory or highly regulated environments will be highly regarded

A collaborative and proactive approach, with strong attention to detail and a focus on quality outcomes

Additional Information

• 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 Careers@afca.org.au.

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.