afca engagement manager in Sydney

jeremy oconnor, randstad
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sydney, new south wales
banking & financial services
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jeremy oconnor, randstad
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job description

About the company

The company is a well established Big 4 Bank that has a reputation for providing tailored financial solutions and excellent service standards to its customers. Based in Sydney CBD, their complaints division is made up of very supportive, enthusiastic, and successful professionals who have a sense of justice and community standards. Following the creation of AFCA and due to extensive growth, the company has a new exciting position and is looking for an AFCA Engagement Manager.

About the role

In this role, you will be managing the relationship between the Bank and AFCA at a high executive level by driving proactive and positive engagement on key complaints, themes and systemic issues.

Your responsibilities will include:

  • Leading the AFCA engagement from an operational and customer centric focus
  • Reporting and monitoring AFCA findings and key insights of complaints processes
  • Standardising internal processes and approach to complaints resolution
  • Developing strategic insights on the overall engagement with AFCA and the way EDR cases are handled
  • Ensuring the alignment of processes with legal obligations and regulatory requirements
  • Positively influencing the engagement and relationship between the two parties at a high executive level


  • Very attractive salary package
  • Genuine career development with exposure to other areas of the business
  • Positive work/life balance encouraged with potential flexible working arrangements
  • Extensive health and wellbeing initiatives including an onsite employee assistance program
  • Fun social events

Demonstrated skills

  • Solid experience working as a Lawyer and/or in dispute resolution in Financial Services
  • Strong stakeholder engagement at executive level
  • Understanding of AFCA processes and regulatory framework in Financial Services
  • Ability to draft detailed, logical, well explained and comprehensive decisions in plain English or demonstrated ability to gain the necessary skills
  • Strong communication skills
  • Tertiary qualifications in legal

If you enjoy and find satisfaction in assisting members of the community and finding solutions to banking disputes, this could be the role for you!

To apply for this role, click on the 'Apply Now' button.

For a confidential conversation, contact Jeremy.


legal, dispute resolution, complaints, engagement, regulatory, AFCA, banking


Legal qualifications

educational requirements

Associate Degree/Diploma