Senior Ombudsman, Insurance
Core
Guide and empower a high-performing team of Insurance Ombudsmen, providing expert technical advice and professional coaching to ensure fair, independent, and consistent decisions for consumers and financial firms.
Role type
Senior Ombudsman, Insurance (Lead)
Builds
Independent complaints resolution for general insurance disputes
Domain
Financial services / Insurance / Dispute resolution
Deliverable
client delivery
Required skills
Strategic thinking, team leadership, general insurance expertise, complex decision-making, high-level analytical skills, financial services law knowledge, stakeholder influence, policy development, public speaking
Preferred skills
Legal qualifications, mentoring experience, problem-solving, resilience
Technologies
Decision support tools
Responsibilities
Shape business plan and strategic priorities for the DCO function; champion innovative work practices; manage team budgets and workforce planning; coach and mentor direct reports; manage monthly decision caseload and handle complex escalations; engage with industry bodies and consumer groups; contribute to policy and procedure improvements; represent AFCA at industry events and media.