AFCA welcomes new executive general manager

The Australian Financial Complaints Authority (AFCA) has appointed Erlene Graanoogst (pictured above) as the new executive general manager of operational excellence, effective July 22.

Graanoogst brings extensive experience in change, transformation, and business management from her work in global financial hubs, including Amsterdam, New York, and Sydney. She spent 14 years at ING in various roles, including head of commercial and wholesale banking operations and head of commercial customers.

In addition to her corporate experience, Graanoogst has mentored for Roots Inspire, participated in Humans for Good, and volunteered as training and development lead for Freedom for Humanity. In the latter role, she designed a program with universities and NGOs to combat modern slavery.

Graanoogst began her career as legal counsel for Terres des Hommes in Brazil, providing legal services concerning children’s rights while volunteering for Defence for Children International. She holds a master of laws specialising in criminology and juvenile law from Vrije Universiteit Amsterdam.

“AFCA is excited to welcome Erlene,” said Justin Untersteiner, AFCA chief operating officer. “No doubt her extensive background in financial services, human rights, social impact, will offer AFCA not just operational prowess but also strengthen our work in ensuring we keep our purpose at the heart of everything we do.” 

“I am passionate about fostering excellence across diverse teams and championing customer satisfaction, continuous improvement, and innovation,” Graanoogst said. “I am excited to join AFCA and look forward to collaboratively taking their already exceptional service to the Australian community to the next level.”

Want to be regularly updated with mortgage news and features? Get exclusive interviews, breaking news, and industry events in your inbox – subscribe to our FREE daily newsletter. You can also follow us on Facebook, X (formerly Twitter), and LinkedIn.