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 IC Ombudsman (Insurance) with team leadership
Builds
Independent complaints resolution outcomes for general insurance disputes
Domain
Financial services / Insurance / Dispute resolution
Required skills
Legal qualifications, general insurance expertise, team leadership, complex decision-making, analytical skills, financial services law knowledge, stakeholder engagement, policy development, public speaking
Preferred skills
Strategic thinking, innovation, budget management, mentoring, problem-solving
Technologies
None stated
Responsibilities
Shape the future direction of the business plan; Drive new ways of working; Support operational leadership including budget and workforce planning; Partner for consistency with Senior Managers; Lead and grow people through coaching and mentoring; Deliver expert decisions on monthly caseload and escalations; Influence industry standards with financial firms and bodies; Strengthen AFCA's frameworks and policies; Represent AFCA externally at events and media; Collaborate across AFCA on systemic issues
Seniority
Senior, hands-on IC with team leadership