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Lead Ombudsman – Small Business

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Organisation : Australian Financial complaints authority

Location : Melbourne (3000)

Work Type : Full-time

Sector : Community Development

Salary Type : Annual Package

Application Closing Date : 21 Dec, 2018

About the Role

About us


The Australian Financial Complaints Authority (AFCA) is an independent, non-profit organisation offering fair and accessible external dispute resolution (EDR) services to consumers and financial firms across banking, finance, investments, credit, insurance and superannuation in Australia.


About the role


This is an exciting senior leadership role that will deliver quality outcomes and make key decisions that impact on small business.

Reporting directly to the Chief Executive and working closely with our highly skilled and experienced team, you will be making decisions on complex complaints lodged by small businesses. You will provide leadership across AFCA on small business issues and help to ensure all of its policies and services are tailored to the needs of this important community. You will represent AFCA in its engagement with small business, the financial services industry and with Government.

This is a rare chance to impact an important national organisation, at the most senior level, at this formative time.


Skills and Experience


You will have a deep understanding of small business issues and extensive experience in the small business sector. You will also have detailed knowledge of law and industry practice in the small business sector.

Other attributes include:

  • Experience in making independent expert decisions on complex matters, requiring sound judgement and legal reasoning.
  • Strong analytical skills, an ability to quickly get to the heart of complex issues, and handle a busy case load with a clear outcomes focus.
  • High level stakeholder engagement and interpersonal skills and the ability to command the respect of a wide range of senior stakeholders and influence policy development.
  • Senior leadership experience, including in complex Change management.


To Apply


For more information or to discuss the position please call David Peters, Senior Manager – People and Development on 03 9613 6313.

To apply, or for more information about AFCA, please visit:

Applications close: 21 December 2018

About the Organisation

Organisation Name : Australian Financial complaints authority

The Australian Financial Complaints Authority (AFCA) is the new external dispute resolution scheme that will deal with complaints about financial products and services.

A not-for-profit, non-government organisation, AFCA will resolve complaints in a fair, independent and efficient manner. Our service is free to the public, with the cost of running the service being met by our member financial firms.

AFCA has offices in Melbourne and Sydney, but our service is accessible to all Australians.

Apply for this Job

For details concerning this role, please contact


Phone : 9613 7402

Email :

Applications not allowed for this job listing.

Please quote in application: Lead Ombudsman – Small Business via Pro Bono Australia.


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