TeamManager

At AFCA , we help people find fair outcomes to problems with their bank, insurer, super fund, or financial firm. As a financial ombudsman scheme, we are a for-purpose organisation that provides a free service for consumers including individuals and small businesses. We listen to and work with consumers and their financial firms to find solutions to complaints which have gone unheard or unresolved. That's what AFCA does. In this role, you will provide strong operational leadership to a team of Dispute Resolution Specialists, ensuring high‑quality, timely, and fair complaint outcomes. This is a hands‑on leadership position where your judgment, consistency, and ability to coach will directly impact the success of your team. You will lead with clarity and consistency, supporting your team while also having the courageous conversations needed to maintain quality, and delivery expectations. Your insurance expertise will be critical in confidently allocating cases, guiding complex matters, and making sound escalation decisions. You will play a key role in driving continuous improvement, navigating change with confidence, and setting clear expectations that help your team perform at their best. In this role, you will: * Manage daily workflow, allocations, and the timely progression of complaints. * Monitor team performance and ensure individual and team KPIs are met. * Balance workload and complexity across the team to support fair and efficient outcomes. * Coach and support staff on complex or challenging disputes. * Provide clear, constructive feedback and maintain consistent quality standards. * Address performance issues early, thoughtfully, and with transparency. * Step in on higher‑risk or escalated matters, applying sound judgment and insurance expertise. * Facilitate regular team meetings and learning opportunities to build capability and confidence. ## Qualifications To be successful in this role, you will bring a blend of strong people leadership, industry knowled