Company Description
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.
Job Description
Lead Quality-Focused Change at AFCA
Are you ready to lead a project that will shape how quality is embedded across a purpose-driven organisation? AFCA is seeking a skilled Project Manager for a 12-month fixed-term role to support the delivery of our Enhancing Quality initiative, a key strategic priority in our 2025–26 Corporate Plan.
This is a unique opportunity to drive meaningful change that improves how we work, strengthens governance, and uplifts the customer experience.
Why This Role is Exciting: You’ll be at the centre of a multi-year transformation focused on improving case handling, embedding a new Quality Framework, and introducing innovative tools like call recording and auto-transcription. If you’re passionate about continuous improvement, quality assurance, and delivering projects that make a real difference - this is your chance to lead from the front.
What You'll Do:
- Deliver Strategic Outcomes: Lead the implementation of the Enhancing Quality initiative, ensuring alignment with AFCA’s strategic goals and quality principles.
- Embed Quality Frameworks: Support the rollout of AFCA’s new enterprise-wide Quality Framework, including governance, reporting, and process improvements.
- Drive Innovation: Oversee the implementation of new technologies that enhance quality and efficiency, such as call recording and transcription tools.
- Collaborate Across Teams: Work closely with enabling services. including IT, data, and operational teams, to ensure seamless integration of systems, tools, and processes. Partner with operational leaders, quality teams, and stakeholders to build shared understanding and drive the successful adoption of new practices and technologies.
- Ensure Governance & Reporting: Establish robust governance structures, manage risks, and provide clear, timely reporting on project progress and outcomes.
Qualifications
About You: To thrive in this role, you should have:
- Project Management Expertise: Proven experience delivering complex projects or business improvement initiatives, ideally in the financial services or government sectors.
- Strategic Thinking: Ability to align project delivery with broader organisational goals and quality standards.
- Change Leadership: Experience supporting transformation and embedding new frameworks or technologies.
- Stakeholder Engagement: Strong communication and collaboration skills, with the ability to influence and engage across all levels.
- Technical Proficiency: Comfortable with project tools and systems, and confident in managing reporting, documentation, and quality assurance processes.
Additional Information
What's on offer
- 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
- Silver AWEI Accreditation 2025 – 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 ready to make a significant impact and lead projects to success, we want to hear from you! Apply now and be part of a team that drives meaningful change.
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.
