We are looking for a customer focused, proactive Team Manager to be part of our fast-paced Investments and Advice team in Sydney.

If you share our values of transparency, honesty and accountability, we want to hear from you.

Do work with purpose in our Investments and Advice team

The Australian Financial Complaints Authority (AFCA) is a dynamic and exciting new organisation that resolves financial disputes between Australians and financial firms like banks, investment firms and financial advisers.

We are a fast-paced purpose driven organisation that has grown rapidly since we launched on 1 November 2018. We already have over 550 staff and we are looking to recruit intelligent and passionate people to join our team.

Our Investments and Advice team specialises in complaints about investments and life insurance products. These types of complaints are generally extremely complex and require a great deal of critical thinking along with investigation, negotiation and conciliation techniques to resolve.

Highlights:

• Make a difference by helping to provide fair outcomes for all
• Do work that helps rebuild trust in the financial services industry
• Innovative and growing new organisation
• Exceptional leadership opportunity
• Three year fixed-term contract

Skills and Experience Highlights

• Legal, financial planning qualifications highly preferred

• Knowledge of financial services and products
• Significant relevant industry experience
• Excellent oral and written communication skills, including the ability to communicate complex legal and/or financial concepts in plain English
• The ability to lead and influence a team to achieve fair and quality outcomes while balancing operational requirements of timeliness
• Work both autonomously, and as part of a team

Who we are looking for:

AFCA's Team Managers play a central role in leading our teams who manage complaints and ensuring we provide an excellent customer experience for all our stakeholders.

As a member of AFCA's leadership team, our Team Managers are highly skilled and do a range of high-value work including developing strategic initiatives and projects, recruitment, mentoring staff and building team capability, resourcing, allocation and monitoring of cases, providing quality assurance and acting an escalation point for difficult and complex cases.

This is a senior role within our Investments and Advice team, and we're looking for people that have three to five years of experience in a leadership role.

We want people who can make accountable decisions, and can demonstrate skills in analysing and investigating issues, as well as developing and negotiating solutions.

Being good with people and having strong interpersonal skills is essential. You will have excellent communications skills and be able explain complex legal and financial concepts in plain English.

Tertiary qualifications in legal, finance or commerce and/or equivalent industry experience is highly preferred.

As a new organisation, we need people who want to make AFCA a great place to work and embody our culture of being fair, independent, transparent, accountable, honest, respectful, proactive and customer focused.

We want people with empathy, who can speak plainly, have a sense of natural justice and community standards, and who can make stakeholders feel heard.

Most importantly, we want people who understand what we mean when we say, "AFCA is on the side of fairness".

Tertiary qualifications and/or industry experience in investments or financial planning and advice is highly preferred.

Salary

The salary range for this role is $117,000 - $124,000 per annum plus 9.5% superannuation, based on skills and experience.

AFCA promotes a workplace that values fairness, respect and social and cultural diversity. Aboriginal and Torres Strait Islander peoples, people with disabilities and people from different cultural backgrounds are encouraged to apply.