Senior Systemic Issues Specialist

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.

Do you want your work to make a real difference?

We're seeking a Systemic Issues Senior Specialist to help uncover the root causes of issues impacting consumers and the broader financial system. Using evidence - including complaint trends and data insights - you’ll lead meaningful investigations that support industry change, inform regulatory outcomes, and improve experiences for people across Australia.

In this role, you'll apply your deep understanding of financial services regulation, and exceptional analytical and communication skills to uncover root causes and guide strategic responses. You’ll collaborate with cross-functional teams, manage priorities with precision, and present findings that influence both operational change and external reporting.

If you’re detail-oriented, self-motivated, and bring experience in compliance, legal, or data analysis—especially using Excel and visualization tools like Power BI—we’d love you to help shape our systemic issues team and champion continuous improvement.

What You’ll Be Doing:

• Systemic Issue Triage & Analysis: Review referrals, assess potential systemic risks, and support timely investigations.
• Reporting & Regulatory Engagement: Prepare clear, data-driven reports for internal stakeholders and regulators like ASIC.
• Trend & Data Analysis: Dive deep into complaint data to uncover patterns and emerging risks.
• Internal Collaboration & Education: Empower AFCA teams with knowledge and tools to identify systemic issues and ensure compliance.

Essential:

• Sharp analytical skills to identify patterns in complaints and data.
• Clear communicator — able to simplify complex findings in writing and speech.
• Solid grasp of regulatory frameworks in financial services.
• Self-driven with strong time management and prioritisation abilities.
• Detail-oriented with high standards for accuracy and documentation.
• Confident using Excel or similar tools for data analysis.
• Strong interpersonal skills for collaboration across teams and stakeholders.
• Evidence-based decision-making with logical reasoning.

Desirable:

• Background in regulatory, compliance, legal, or financial sectors.
• Experience with data visualisation tools like Power BI.
• Familiarity with systemic issue processes or eagerness to learn.
• Skilled in preparing professional reports and summaries.
• Process improvement mindset and openness to innovation.
• Awareness of AFCA’s regulatory reporting obligations (ASIC, APRA).

• 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
• Bronze AWEI Accreditation 2024 – 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.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.
• 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, sexual 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.