Senior Manager Insurance

at  Afca

Company Description
As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.
Job Description
Are you a forward-thinking, commercially savvy leader with a proven ability to coach and develop others, fostering a culture of growth and accountability? Do you demonstrate resilience and clarity in navigating challenges and ambiguity, while driving strategic improvements and delivering immediate, impactful results? If this sounds like you, we want to hear from you!
We have an exciting opportunity, with the recruitment of a Senior Manager position within our Operational Delivery team. This role partners with Senior Managers to provide a consistent experience for complainants, members and our people. The role therefore suits an individual who can collaborate well with and challenge a direct peer group to drive the department forward.
AFCA is an organisation of passionate, intelligent people who are committed to fairness and driving positive change in the financial sector.
Typically, in this role you will:
Actively support a culture that drives performance excellence and professional development that ensures our people love working at AFCA and find meaning and value in their contribution.
Work closely with peers to meet the department’s operational and strategic objectives.
Contribute to shaping and delivering Operational Delivery portfolio plan to achieve service delivery excellence, a great place to work, positive customer experience and continuous improvement.
Advocate service delivery excellence and collaborate across AFCA to achieve success and drive positive outcomes.
Engage and influence members, industry associations and consumer groups to deliver effective and timely complaint resolution outcomes and improve industry standards.
Drive and deliver successful outcomes for the business and positive customer experience by coaching and supporting Team Managers and teams towards high performance and continuous improvement.
Proactively contribute to positive customer experience and continuous improvement of quality, efficiency, risk and compliance outcomes by working closely across AFCA.
Actively promote a strong risk culture that ensures risk and compliance are a key consideration in any decisions, highlight any identified risks and lead the development of mitigation plans.
Qualifications

To be successful in this role, you will need:

• Proven ability to coach and develop leaders, fostering a culture of accountability and growth while driving team performance through mentoring, feedback, and effective management.
• Strong commercial acumen and an evidence-based, action-oriented approach, leveraging data to identify opportunities, improve productivity, and drive operational excellence.
• Resilience and clarity in leadership, maintaining stability, high performance, and engagement during times of change or uncertainty.
• Sound knowledge of relevant financial services laws, practices, and regulations, combined with the ability to build productive relationships and influence key stakeholders to achieve business outcomes.

TO APPLY

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion.
We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at Careers@afca.org.au. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply.
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant

• Proven ability to coach and develop leaders, fostering a culture of accountability and growth while driving team performance through mentoring, feedback, and effective management.
• Strong commercial acumen and an evidence-based, action-oriented approach, leveraging data to identify opportunities, improve productivity, and drive operational excellence.
• Resilience and clarity in leadership, maintaining stability, high performance, and engagement during times of change or uncertainty.
• Sound knowledge of relevant financial services laws, practices, and regulations, combined with the ability to build productive relationships and influence key stakeholders to achieve business outcomes