Job Description
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
About the role
We are seeking an experienced people leader with strong technical expertise in financial and loss calculations to lead a specialist team of financial calculation experts supporting complex complaints across investments and advice.
This role is first and foremost a leadership position, responsible for setting direction, coaching capability, quality‑assuring outcomes and driving consistent, timely service delivery. However, this is also a hands‑on technical role at times, requiring deep capability in loss calculations and financial analysis to support complex, high‑risk or escalated matters.
You will lead a team of specialists who provide expert loss calculations and technical advice to case workers, decision makers and Ombudsmen, and will be relied upon as a technical authority in this space.
Key responsibilities
People leadership & operational delivery
Lead, coach and develop a team of financial and loss calculation specialists, fostering high performance, technical excellence and engagement
Provide clear direction, regular feedback and coaching to support capability uplift and consistent decision‑making
Manage team workflow, resourcing, performance planning and quality assurance in line with AFCA frameworks
Create an environment of collaboration, learning and continuous improvement
Technical leadership & hands‑on expertise
Provide expert guidance on complex financial and loss calculations, including lending facilities, investments, break costs, portfolio valuation and remediation calculations
Step in hands‑on to complete or review calculations for complex, sensitive or escalated complaints
Ensure loss calculation methodologies are robust, consistent, transparent and aligned with AFCA Rules and industry practice
Translate complex financial concepts into clear, plain‑English explanations for a broad audience
Quality, risk & stakeholder engagement
Quality‑assure specialist advice and calculations to ensure accuracy, fairness and consistency
Act as a senior escalation point for complex technical issues raised by internal stakeholders
Work closely with Operational Delivery leaders, decision makers and Ombudsmen to support high‑quality, timely outcomes
Identify trends, emerging risks or potential systemic issues and escalate appropriately
Qualifications
What you’ll bring
Leadership
Demonstrated experience leading and developing technically skilled professionals
A coaching‑focused leadership style with the ability to balance operational delivery and people development
Strong judgement, accountability and the confidence to make and support decisions
Technical expertise (essential)
Proven, hands‑on experience in financial and loss calculations within financial services, dispute resolution, remediation, banking, investments or a related sector
Strong working knowledge of:
Lending and credit products
Investment and portfolio valuation
Break cost and remediation calculations
Industry practice and financial firm methodologies
Advanced analytical capability and a high level of accuracy and attention to detail
Strong Excel capability and experience working with financial models and templates
Communication & values
Ability to explain complex financial concepts in clear, plain English
Strong written and verbal communication skills
Commitment to fairness, independence and customer‑focused decision‑making
Alignment with AFCA’s values and purpose
Qualifications & experience
Relevant tertiary qualification (commerce, accounting, economics, finance or similar) and/or significant relevant experience
Extensive experience in financial services, loss calculation, remediation or dispute resolution environments
Experience working in or alongside specialist calculation or technical advisory teams is highly regarded
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
Silver AWEI Accreditation 2025 – 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.
Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
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, ****** 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.
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
About the role
We are seeking an experienced people leader with strong technical expertise in financial and loss calculations to lead a specialist team of financial calculation experts supporting complex complaints across investments and advice.
This role is first and foremost a leadership position, responsible for setting direction, coaching capability, quality‑assuring outcomes and driving consistent, timely service delivery. However, this is also a hands‑on technical role at times, requiring deep capability in loss calculations and financial analysis to support complex, high‑risk or escalated matters.
You will lead a team of specialists who provide expert loss calculations and technical advice to case workers, decision makers and Ombudsmen, and will be relied upon as a technical authority in this space.
Key responsibilities
People leadership & operational delivery
Lead, coach and develop a team of financial and loss calculation specialists, fostering high performance, technical excellence and engagement
Provide clear direction, regular feedback and coaching to support capability uplift and consistent decision‑making
Manage team workflow, resourcing, performance planning and quality assurance in line with AFCA frameworks
Create an environment of collaboration, learning and continuous improvement
Technical leadership & hands‑on expertise
Provide expert guidance on complex financial and loss calculations, including lending facilities, investments, break costs, portfolio valuation and remediation calculations
Step in hands‑on to complete or review calculations for complex, sensitive or escalated complaints
Ensure loss calculation methodologies are robust, consistent, transparent and aligned with AFCA Rules and industry practice
Translate complex financial concepts into clear, plain‑English explanations for a broad audience
Quality, risk & stakeholder engagement
Quality‑assure specialist advice and calculations to ensure accuracy, fairness and consistency
Act as a senior escalation point for complex technical issues raised by internal stakeholders
Work closely with Operational Delivery leaders, decision makers and Ombudsmen to support high‑quality, timely outcomes
Identify trends, emerging risks or potential systemic issues and escalate appropriately
Qualifications
What you’ll bring
Leadership
Demonstrated experience leading and developing technically skilled professionals
A coaching‑focused leadership style with the ability to balance operational delivery and people development
Strong judgement, accountability and the confidence to make and support decisions
Technical expertise (essential)
Proven, hands‑on experience in financial and loss calculations within financial services, dispute resolution, remediation, banking, investments or a related sector
Strong working knowledge of:
Lending and credit products
Investment and portfolio valuation
Break cost and remediation calculations
Industry practice and financial firm methodologies
Advanced analytical capability and a high level of accuracy and attention to detail
Strong Excel capability and experience working with financial models and templates
Communication & values
Ability to explain complex financial concepts in clear, plain English
Strong written and verbal communication skills
Commitment to fairness, independence and customer‑focused decision‑making
Alignment with AFCA’s values and purpose
Qualifications & experience
Relevant tertiary qualification (commerce, accounting, economics, finance or similar) and/or significant relevant experience
Extensive experience in financial services, loss calculation, remediation or dispute resolution environments
Experience working in or alongside specialist calculation or technical advisory teams is highly regarded
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
Silver AWEI Accreditation 2025 – 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.
Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.
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, ****** 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.
💡 Quick Summary
Seeking a career-building opportunity? The Manager - Investments and Advice position is now open for candidates interested in the Back Office Jobs sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.