Lead Ombudsman, Superannuation

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. 

About the opportunity 

Board-appointed role | 5-year renewable term 

Reporting to the Deputy Chief Ombudsman, as Lead Ombudsman, Superannuation, this is a fantastic opportunity to lead AFCA’s superannuation jurisdiction, ensuring fair, independent, and consistent decisions on complex superannuation complaints between consumers and financial firms. 

This role requires extensive technical, legal and executive experience and a person who is value-led and purpose driven.  The successful candidate will shape AFCA’s technical dispute resolution policy, guide and influence good superannuation industry practice, and develop and communicate AFCA’s approach to prevent future disputes. 

As the face of AFCA in the superannuation sector, you will engage at a senior executive level with consumers, trustees, insurers, peak body associations, regulators, government and other stakeholders to champion effective dispute resolution and financial fairness. 

To learn more about AFCA’s Superannuation complaints handling, visit https://www.afca.org.au/make-a-complaint/superannuation. 

About you 

To be successful in this role, you will need: 

• Distinguished legal credentials and extensive expertise in superannuation law and practice  

• Proven executive-level judgment, operating independently with full accountability for complex outcomes  

• Strategic thinking and analytical acumen, with the ability to distil intricate legal concepts into clear, actionable guidance  

• Influential communication and negotiation skills, engaging confidently with senior stakeholders across industry and community  

• Visionary leadership and consultative approach, fostering collaboration and driving best practice  

• Unwavering independence and impartiality, ensuring integrity in decision-making  

• Deep knowledge of financial services law, regulation, and industry standards 

Benefits of Working at AFCA

• 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. 

• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

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]. 

To apply, please submit your resume and cover letter explaining why you think you’d be a great fit for this role.  

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.