Job Description

At AFCA, we help people find fair outcomes to problems with their bank, insurer, super fund, or financial firm.

As a financial ombudsman scheme, we are a for-purpose organisation that provides a free service for consumers including individuals and small businesses. We listen to and work with consumers and their financial firms to find solutions to complaints which have gone unheard or unresolved. That's what AFCA does.

In this role, you will provide strong operational leadership to a team of Dispute Resolution Specialists, ensuring high‑quality, timely, and fair complaint outcomes. This is a hands‑on leadership position where your judgment, consistency, and ability to coach will directly impact the success of your team.

You will lead with clarity and consistency, supporting your team while also having the courageous conversations needed to maintain quality, and delivery expectations. Your insurance expertise will be critical in confidently allocating cases, guiding complex matters, and making sound escalation decisions.

You will play a key role in driving continuous improvement, navigating change with confidence, and setting clear expectations that help your team perform at their best.

In this role, you will:

• Manage daily workflow, allocations, and the timely progression of complaints.
• Monitor team performance and ensure individual and team KPIs are met.
• Balance workload and complexity across the team to support fair and efficient outcomes.
• Coach and support staff on complex or challenging disputes.
• Provide clear, constructive feedback and maintain consistent quality standards.
• Address performance issues early, thoughtfully, and with transparency.
• Step in on higher‑risk or escalated matters, applying sound judgment and insurance expertise.
• Facilitate regular team meetings and learning opportunities to build capability and confidence.

Qualifications

To be successful in this role, you will bring a blend of strong people leadership, industry knowledge, and a genuine desire to help others grow. You understand how to get the best out of your team through clarity, consistency, and compassion.

You will have:

• People leadership experience within insurance, such as complaints, claims, underwriting, or dispute resolution.
• Insurance knowledge (essential) to confidently allocate cases, coach credibly, and make informed decisions.
• A supportive leadership style grounded in empathy, openness, and accountability.
• Proven ability to manage daily workflow, competing priorities, and team capacity.
• Confidence providing clear feedback, setting expectations, and uplifting performance.
• Comfort navigating change and guiding your team through ambiguity with reassurance and clarity.
• Strong judgment, organisational skills, and a solutions‑focused mindset.
• A positive attitude and alignment with our culture of fairness, learning, and continuous improvement.

Additional Information

What's on offer

• BOSS Best Places to Work 2024 - placing at number one in the Banking, Superannuation and Financial Services Category and credited for its culture, engagement and flexible working arrangements.
• Culture - At AFCA, we live and breathe our Diversion, Inclusion and Belonging Strategy - a place where you can bring your TRUE self!
• A permanent, full-time or part time and secure role in a for-purpose organisation committed to helping the community
• Work-life balance and flexibility so you can work in a way that best suits you and your family
• Hybrid working from home and our conveniently located CBD offices in Melbourne and Sydney, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing
• Progressive, flexible, and inclusive leave entitlements, including 18 weeks paid parental leave, paid gender affirmation leave, extra personal leave, and paid time off over Christmas. Plus, study leave to support your professional development
• Free wellness initiatives to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy
• Free Employee Assistance Program for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations, and introductory legal advice.
• Professional development is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

Please note, this role will be advertised internally for 10 business days, closing on Friday 29th May