About this role
Key responsibilities
- Lead, develop and motivate a high-performing team of Customer Service Officers and Administrators to achieve service, quality and productivity targets.
- Drive team performance through effective coaching, performance feedback, mentoring and capability development.
- Monitor service levels, resource allocation and workflow management to ensure client needs and SLAs are consistently met.
- Champion continuous improvement initiatives that enhance customer experience, operational efficiency and quality outcomes.
- Conduct quality reviews, call monitoring and workflow assessments to ensure exceptional customer service standards are maintained.
- Partner with internal stakeholders and leadership teams to deliver customer-centric solutions aligned to business objectives.
- Support recruitment, onboarding and workforce development activities within the team.
- Promote a strong risk, compliance and governance culture, ensuring adherence to AFSL obligations, regulatory requirements and internal controls.
About you
- Demonstrated people leadership experience within superannuation, insurance or financial services environments.
- Strong experience driving team performance, service delivery outcomes and quality standards.
- Proven coaching and mentoring capability, with a passion for developing high-performing teams.
- Experience leading or contributing to continuous improvement initiatives.
- Knowledge of superannuation administration, insurance within super, or related financial services operations.
- Strong stakeholder management and communication skills, with the ability to influence and build relationships at all levels.
- Excellent organisational skills and the ability to manage competing priorities in a fast-paced environment.
- Relevant qualifications such as a university degree, ASFA Certificate/Diploma, RG146, or equivalent industry experience.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.
Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.
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