Head of Systemic Issues

Job Description

Permanent | Melbourne or Sydney

Lead change. Influence industry standards. Create lasting impact across the financial services sector.

At AFCA, we don't just resolve complaints. We use the insights we uncover to identify systemic issues, drive meaningful industry change and strengthen outcomes for consumers and small businesses across Australia.

We're seeking an exceptional leader to join us as Head of Systemic Issues, leading a nationally significant function that sits at the heart of Australia's consumer protection framework. In this highly visible leadership role, you'll shape strategy, influence regulatory and industry outcomes, and lead a team dedicated to identifying and addressing issues that have the potential to affect thousands of Australians.

Why this role matters

As Head of Systemic Issues, you'll be responsible for the leadership, strategic direction and ongoing evolution of AFCA's systemic issues function. Working closely with the Executive General Manager, Jurisdiction and Systemic Issues, you'll lead transformation initiatives, enhance operational capability, and strengthen governance and risk frameworks.  You will ensure AFCA continues to identify, investigate and report systemic issues which ultimately helps to improve industry standards and reduce future consumer harm. This role involves the identification of systemic issues across the financial services sector including in the area of scams. 

This is a unique opportunity to influence change at a national level through engagement with regulators, government agencies, financial firms, consumer advocates and industry bodies.

What you'll be doing

• Leading AFCA's Systemic Issues function and driving its strategic direction
• Developing and implementing improvement and transformation initiatives
• Building high-performing teams and fostering a culture of accountability and continuous improvement
• Providing strategic advice to senior executives and key stakeholders
• Leading governance, risk, compliance and reporting activities
• Identifying emerging trends and issues impacting consumers and the financial services sector
• Developing strong relationships with regulators including ASIC, APRA, ACCC, ACMA, ATO and OAIC, along with industry and consumer groups
• Using systemic issue insights and data to drive better industry outcomes and prevent future complaints

Qualifications

About you

You are an accomplished senior leader who combines strategic thinking with operational excellence and stakeholder influence.

You'll bring:

• Significant leadership experience managing complex operational, regulatory, legal or financial services functions
• A proven track record leading large-scale transformation and change programs
• Strong knowledge of financial services regulation, consumer protection, dispute resolution or related frameworks
• Exceptional stakeholder engagement skills and the ability to build credibility with regulators, industry leaders and executive teams
• Strong analytical capability with the ability to navigate complex and emerging issues
• Experience leading senior leaders and building high-performing teams
• The resilience, judgement and commercial acumen to operate effectively in a dynamic environment

Experience in financial services, regulation, legal practice, external dispute resolution, ombudsman schemes or consumer protection environments will be highly regarded.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

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, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.