AFCA is pleased to announce Erlene Graanoogst has been appointed as the new Executive General Manager of Operational Excellence, commencing on 22 July 2024. 

Erlene brings extensive experience in change, transformation, and business management from working in global financial hubs, including Amsterdam, New York, and Sydney. 

This experience included 14 years at ING in a range of roles, including Head of Commercial and Wholesale Banking Operations and Head of Commercial Customers. 

It also includes mentoring for Roots Inspire, being an active member of Humans for Good and volunteering as Training and Development Lead for Freedom for Humanity, where she spearheaded the design of a program in partnership with universities and NGOs, aiming to combat modern slavery. 

Erlene began her career as Legal Counsel for Terres des Hommes based in Brazil, providing legal services concerning children's rights whilst volunteering for Defence for Children International. 

Erlene speaks Dutch, English, Spanish and Portuguese. She holds a Master of Laws specialising in Criminology and Juvenile Law from Vrije Universiteit Amsterdam. 

“AFCA is excited to welcome Erlene to AFCA. 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,” Justin Untersteiner, Chief Operating Officer said. 

Ms Graanoogst said, “AFCA’s unwavering commitment to providing fair and timely resolutions to financial complaints drew me to this role. I am passionate about fostering excellence across diverse teams and championing customer satisfaction, continuous improvement, and innovation. I am excited to join AFCA and look forward to collaboratively taking their already exceptional service to the Australian community to the next level.” 

In making this announcement, Mr Untersteiner thanked Catherine Tudor, for acting in the role over the last six months while the recruitment process was completed. 

Media enquiries media@afca.org.au