Business Operations Specialist

Australian Financial Complaints Authority • Full-time • Sydney, New South Wales, Australia • 1d ago

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

The Business Operations Specialist plays a key strategic coordination role within the Operational Excellence function. Working closely with the EGM Operational Excellence and Leadership Team, this role strengthens execution across the portfolio by driving follow‑through on priorities, lifting team alignment and engagement, and coordinating key internal and external forums.This is a great opportunity to join AFCA in a proactive business operations and engagement position focused on improving ways of working, anticipating upcoming needs, and ensuring leaders remain informed, prepared and ahead of the curve.

Typically, in this role you will:

Act as the primary coordination point for the EGM and Operational Excellence Leadership Team, ensuring priorities, milestones and deliverables are well‑tracked, communicated and actioned across the portfolio.
Shape, plan and deliver whole‑of‑team events and forums, including All‑In sessions, wellbeing initiatives and member‑facing forums — managing purpose, content, logistics, stakeholder engagement and post‑event follow‑through.
Monitor and report on progress against KPIs, quarterly objectives, portfolio plans and divisional business plans, preparing clear summaries, briefings and presentations that support informed decision‑making.
Drive operational discipline across the portfolio by anticipating upcoming cycles (quarter resets, reporting, budget planning), coordinating inputs and preparing first versions of papers, updates and presentations.
Act as a connector across teams, walking the floor to surface issues early and strengthen alignment.
Support successful delivery of key projects and initiatives, ensuring alignment with portfolio priorities and engaging stakeholders as needed.
Manage the OpEx calendar of events and key activities, bringing visibility, structure and predictability to the way the team plans and operates.
Provide high‑quality business documentation including Board, COO and Executive Committee papers, ensuring accuracy, clarity and alignment to messaging.
Provide general administrative support to the EGM when required, including meeting preparation, travel coordination.

Qualifications

To be successful in this role, you will need:

Excellent organisation, time management and prioritisation skills
Strong stakeholder engagement capability with the confidence to partner across multiple teams
Exceptional interpersonal and communication skills, written and verbal
Ability to distil complex conversations into clear summaries, presentations and action plans
Strong problem‑solving skills, good judgment and the ability to operate independently
High attention to detail with disciplined follow‑through
Ability to create compelling PowerPoint presentations and concise reporting
Experience in business operations, project coordination, change delivery, business management or similar (financial services not essential)
Experience coordinating events, forums or engagement initiatives is highly valued

Additional Information

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.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t meet every single criterion.

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.