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. 

Join AFCA as an Ombudsman and Help Shape the Future of Superannuation

Led by Lead Ombudsman Heather Gray, AFCA’s Superannuation decision‑making team plays a pivotal role in resolving complaints and working closely with regulators, industry bodies and consumer groups to address key issues impacting superannuation funds and their members.

We are now seeking a high‑calibre Ombudsman to join our collaborative and fast‑paced team. This role is ideal for a senior legal professional with deep experience in the superannuation sector, who is looking to apply their expertise in a purpose-driven environment that delivers fair outcomes and drives positive change across the industry.

What you’ll do

As an Ombudsman, you will:

• Make fair, well‑reasoned decisions on complex superannuation complaints, independently or as part of a panel ,in line with legislation, trust deed requirements, insurance policy terms and AFCA’s Rules.
• Provide trusted professional and technical leadership across AFCA, including mentoring adjudicators, caseworkers and colleagues.
• Shape AFCA’s approach to emerging issues and contribute your expertise at industry conferences, forums and events.
• Build and maintain strong relationships with regulators, government, AFCA members, consumer groups, Ombudsman networks and the media.

This is a Board‑appointed, permanent position with significant visibility and influence across the sector.

About you: you will have

• Legal qualifications and a strong record of senior‑level achievement within superannuation, a tribunal or EDR scheme, a regulatory agency, or private legal practice.
• Expert knowledge of superannuation law, regulatory guidance and industry practice.
• Exceptional analytical ability, sound judgement and the capacity to navigate complex matters with clarity and confidence.
• Outstanding written and verbal communication skills, with the ability to engage effectively across the industry and broader community.
• Resilience, composure and strong stakeholder management skills, especially when dealing with challenging issues, criticism or public scrutiny.

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.