Sessional Ombudsman, Investment & Advice

Overview

This role involves serving as a Sessional Ombudsman handling Investment and Advice (I&A) disputes. The I&A decision-making team resolves complex complaints and works with regulatory, industry, and consumer stakeholders to address key issues affecting the investment and advice sector.

The position is Board-appointed and fixed-term for three years, with the flexibility to work remotely if preferred. Engagements are per-engagement/flexible, based on availability (ranging from one day per week for several months to a few days per month, or longer-term arrangements).

Responsibilities

• Resolve complex complaints related to the investment and advice sector
• Support fair and timely dispute resolution
• Engage with industry and consumer stakeholders to address key issues affecting I&A customers
• Work with internal specialist teams and dispute-resolution resources to support casework
• Provide clear explanations of decisions to firms and complainants
• Coach and mentor junior staff (where required)
• Maintain high analytical and decision-making standards while managing a busy caseload

Requirements

• Legal expertise: Legal qualifications with senior executive experience
• Industry knowledge: Experience in financial planning, stockbroking, managed funds, cryptocurrency, or derivatives
• Diverse backgrounds: Experience in tribunals, EDR schemes, regulatory agencies, related business entities, or private practice
• Analytical skills: Strong ability to manage complex issues and a busy caseload
• Communication excellence: High-level written and verbal skills to engage with the insurance sector and community
• Ability to explain complexity: Ability to explain complex concepts simply
• Decision explanation: Ability to verbally explain decisions to firms and complainants
• Coaching ability: Ability to coach and mentor junior staff
• Resilience and determination: Strong resilience and focus to handle challenges and public scrutiny
• Engagement skills: Excellent skills to build positive relationships

Knowledge in at least one of the following areas is required (multiple areas are highly desirable): financial planners, stockbrokers, managed funds, timeshares, traditional trustees, cryptocurrency wallet providers, and horse-racing syndicates.

Preferred Qualifications

Not specified.

Compensation & Benefits

• Flexible work options, including hybrid working and modern office facilities designed for collaboration and wellbeing
• A team of over 1,200 dedicated professionals across Melbourne and Sydney CBD offices
• Recognition and accreditation including:
  • BOSS Best Places to Work 2024 (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 (LGBTQ+ workplace inclusion)
  • Accredited Family Friendly Workplace (supporting work-life balance and inclusivity)

Location

• Melbourne and Sydney CBD offices
• Remote work flexibility available, where it suits the candidate’s lifestyle

Additional Information

• The employer welcomes applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.
• If accessibility support is needed during the recruitment process, applicants are invited to request it.
• This is a fixed-term Board-appointed role for three years.