Team Manager, Insurance

Job description

Company Description At AFCA , we help people find fair outcomes to problems with their bank, insurer, super fund, or financial firm. As a financial ombudsman scheme, we are a for-purpose organisation that provides a free service for consumers including individuals and small businesses. We listen to and work with consumers and their financial firms to find solutions to complaints which have gone unheard or unresolved. That's what AFCA does. Job Description: In this role, you will provide strong operational leadership to a team of Dispute Resolution Specialists, ensuring high‑quality, timely, and fair complaint outcomes. This is a hands‑on leadership position where your judgment, consistency, and ability to coach will directly impact the success of your team. You will lead with clarity and consistency, supporting your team while also having the courageous conversations needed to maintain quality, and delivery expectations. Your insurance expertise will be critical in confidently allocating cases, guiding complex matters, and making sound escalation decisions. You will play a key role in driving continuous improvement, navigating change with confidence, and setting clear expectations...