AFCA has announced three senior executive appointments as it responds to rising demand and increasing complexity in financial complaints.
Deborah Jenkins has been appointed the organisation’s inaugural Chief Customer Officer, while Stevie-Ann Dovico joins as its first Chief Technology Officer. Brigid Parsonson has been formally appointed Chief Operating Officer after serving in the role in an acting capacity since early last year.
AFCA said Jenkins brings extensive senior leadership experience across regulatory agencies, the public service and global professional services firms. In those roles she has led large, customer-facing teams operating in complex environments.
Dovico joins AFCA with nearly two decades of technology leadership experience, having worked across major banks and a large mutual organisation. Her appointment reflects AFCA’s focus on strengthening its technology capability as complaint volumes remain elevated.
AFCA CEO and Chief Ombudsman David Locke said demand for its service is as strong as ever and cases are becoming increasingly complex.
“We are strengthening our expertise so we can streamline our processes, make our service easier to use, and manage the sustained high volume of complaints we continue to receive,” he said.
