Ombudsman

• Ombudsman & CEO role
• Create a great consumer and member experience
• Shape public debate and policy development

 
About the role
Working collaboratively with the Board, the Ombudsman is responsible for the effective operation and future sustainability of the company and providing purposeful future direction. The Ombudsman leads the Senior Leadership Team to develop and implement strategy, plans and budgets aligned with its purpose, culture and values.
Acting independently, the Ombudsman exercises quasi-judicial powers to investigate and determine complaint matters. Accountabilities also include policy development, contributing to public debate and acting as the TIO’s spokesperson.
The Ombudsman develops high quality relationships with industry, members, regulators, government and consumer groups, enabling the organisation to respond to emerging issues and trends and to deliver innovative service solutions and continuous improvement.
 
Success profile
You will bring demonstrated executive level leadership success and be accustomed to working collaboratively and strategically with a Board of Directors. Experience in consumer facing dispute resolution is highly valued and the ability to comfortably move between policy, strategy and operational execution. You will be adept in communication and information technologies and the digital environment.
Positive stakeholder engagement, business planning and financial acumen, risk management and influential communication are important capabilities. You will have a reputation for sound decision-making and judgment and operating with the highest level of ethics and integrity.  An understanding of the interests and experiences of consumers in navigating dynamic markets is expected. Through your inclusive leadership approach, you will have built cohesive and positive leadership teams and fostered high levels of employee engagement within workplace cultures that value equality, diversity, inclusion and employee wellbeing.
 
The organisation
The Telecommunications Industry Ombudsman Limited (TIO) was established in 1993 to provide a free and independent dispute resolution service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia. Telecommunications service providers are required to be members and fund the dispute resolution scheme. The Ombudsman also identifies trends and systemic issues, recommending areas for improvement and to assist with addressing the root causes of consumer complaints.
The TIO is a not-for-profit company, limited by guarantee and governed by a Board of Directors.
For more information about TIO, visit: www.tio.com.au
 
To apply – please go to fisherleadership.com and click on ‘APPLY ONLINE’ using reference TIOomb1121 addressing your cover letter and resume to David Baber, of Fisher Leadership, or call +61 1300 347 437 for a confidential discussion.
Applications close: Friday 26 November 2021
For a copy of the Position Description, please click ‘Download candidate information’ below and follow the prompts.