Ombudsman, Superannuation

Company 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.

Job Description

Full-time or Part-time | Board Appointed Permanent Role

At AFCA, our purpose is simple: to deliver fair, independent and effective dispute resolution that builds confidence in Australia's financial system.

Led by Lead Ombudsman Paul Woodburn, our Superannuation decision-making team plays a critical role in resolving some of the sector's most complex and significant disputes. We also work closely with regulators, industry leaders and consumer advocates to address emerging issues and help shape positive outcomes for superannuation fund members across Australia.

We're seeking an experienced and highly respected legal professional to join our collegial and high-performing ombudsman team. This role offers a unique opportunity to apply your deep expertise in superannuation law, policy and practice to make decisions that have a meaningful impact on consumers, industry participants and the broader financial services sector.

As an Ombudsman, you will independently determine complex superannuation disputes, either individually or as part of a decision-making panel. Your decisions will be guided by legislation, trust deeds, insurance policy terms and AFCA's Rules, requiring sound judgement, intellectual rigour and a strong commitment to fairness.

Beyond decision making, you'll play an influential leadership role across AFCA by:

• Providing professional and technical leadership on complex matters
• Coaching and mentoring Adjudicators, Case Workers and colleagues
• Contributing to the development of AFCA approaches and thought leadership
• Representing AFCA at industry events, conferences and stakeholder forums
• Supporting key relationships with regulators, government agencies, industry bodies, consumer groups, Ombudsman networks and media representatives

This is an opportunity to apply your expertise in a role that delivers public value while contributing to the ongoing improvement of Australia's superannuation system.

You are a senior legal or industry professional with a strong reputation for sound judgement, influence and achievement. You combine technical expertise with the ability to navigate complex issues, build credibility with stakeholders and make balanced, defensible decisions.

Qualifications

You will bring:

• Legal qualifications and a significant track record of achievement at a senior level within the superannuation industry, a tribunal, external dispute resolution scheme, regulator, private legal practice or a related organisation
• Deep knowledge of superannuation law, regulatory guidance and industry practice
• Exceptional analytical capability, with the ability to quickly identify the key issues in complex disputes and deliver clear, outcome-focused decisions
• Outstanding written and verbal communication skills, with the ability to engage effectively with a diverse range of stakeholders
• Resilience, sound judgement and the confidence to operate effectively in environments that involve challenge, scrutiny and differing perspectives

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 [email protected].

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.