Membership Governance Analyst

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

We’re looking for a proactive and detail-oriented Membership Analyst to support a wide range of projects, initiatives, and continuous improvement within our Membership Services and Customer Experience team.

Reporting into the Manager, Membership Governance, you’ll help deliver strategic and operational initiatives that strengthen our risk and control environment. From maintaining risk registers to identifying process improvements, your work will ensure the smooth and effective operation of our Membership Services function. This is an exciting chance to elevate our risk controls at AFCA and collaborate with Internal stakeholders to support membership related projects. You will come from a background of risk, compliance or governance looking to make a real impact in Operational Excellence at AFCA.

Key responsibilities include: 

• Maintain and monitor risk registers, ensuring risks are accurately captured, assessed, and reviewed regularly. 
• Evaluate the effectiveness of existing controls and support initiatives to strengthen and uplift control frameworks. 
• Provide administration assistance to the Manager, Membership Governance and Membership Governance Committee, including but not limited to scheduling meetings, preparing agendas, and taking minutes. 
• Conduct detailed reviews and provide analysis of the member base, including solvency status, debt profiles, and other membership statistics and trends. 
• Manage and maintain the register of members at risk of insolvency. 
• Collaborate with Membership Operations, Finance, Legal, and other internal stakeholders to develop, update, and document key policies, procedures, and guidelines. 
• Identify opportunities to improve efficiency and enhance the member and internal stakeholder experience and risk profile. 
• Assist the Manager, Membership Governance with the delivery and implementation of projects and continuous improvement initiatives in line with AFCA’s strategic objectives, performance outcomes, and legislative obligations. 
• Support other ad hoc requests and initiatives. 

• Customer focused and committed to providing excellent customer service to all stakeholders who use AFCA’s service. 
• Relevant tertiary qualifications and demonstrated related experience. 
• Results driven and self-motived to meeting personal and team targets and goals, both autonomously and collaboratively. 
• Familiarity with governance, compliance, and internal control practices. 
• Strong interpersonal skills and excellent oral and written communication skills. 
• Strong problem solving and decision-making skills. 
• Strong attention to detail, ability to prioritise work, manage multiple tasks and meet deadlines. 
• Ability to learn new processes and systems quickly and adapt to changes in the workplace. 
• Experience in a governance, risk, compliance, or operations support role 

• 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.

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