Business Operations Manager

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.

The role of Commercial Manager for our Decision Making team, is designed to uplift the financial, strategic and productivity performance of the team to achieve outcomes identified in business portfolio plans.

This role leads the  analysis, reporting and advice, in the areas of workforce planning and resourcing, efficiency, productivity and performance, and revenue and budget forecasts.  This role also focuses on managing and overseeing operational needs, efficiencies, project work and  to assist leaders to achieve their business plans, facilitate financial sustainability and enhance delivery of AFCA’s service. This role will be the interface with AFCA Corporate Services areas to identify key risk areas and to liaise and coordinate with key stakeholders to assist the team to meet its operational and strategic targets. 

Specifically, you will:

• Leverages external best practice to identify opportunities to drive continuous improvements and automation.
• Oversee critical cyclical business initiatives including workforce planning, budget forecasting, productivity and performance management to ensure consistent processes are in place and act as a single source of truth.
• Establish and lead a revised allocations model.
• Monitor, report and advise on overall budget performance on a weekly and monthly basis and identify efficiency, productivity, workflow and performance gaps.
• Leading and driving workforce planning decisions with leaders based on recommendations from Workforce planning.
• Support recruitment decisions giving regard to revenue and KPI metrics to ensure timely and consistent approach is met.
• Provide strategic input to quarterly People and Remuneration Committee (PRC) papers.
• Driving innovation and improvement within the business as a member of the team, emphasising profitability, outlining future objectives, and driving customer excellence.
• Lead other initiatives that support the the team to improve financial performance, including creating the tools and metrics to ensure that key priorities are on track.

To be successful in this role, you will need: 

• Strong interpersonal skills with the ability to interact with staff at all levels.
• Displays initiative, innovation and flexibility in the coordination of people and programs.
• Business and commercial acumen, with a track-record of business plan implementation, budget management and workforce planning.
• Strong analytical and data skills and high level of interest in process analysis.
• Exceptional written, verbal and interpersonal communication skills.
• Effective engagement and relationship skills to influence, drive and execute activities that drive customer outcomes.

• 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
• Bronze AWEI Accreditation 2024 – 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.

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish! 

To apply

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. 

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.