Learning and Capability Specialist at Careers @ MUFG Pension & Market Services

Parramatta, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

0.0

Posted On

05 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Coaching Mindset, Communication Skills, Influencing Skills, Adult Learning Principles, Collaboration, Continuous Learning, Customer Service, Training Program Development, Feedback Quality, Technical Expertise, Performance Monitoring, Knowledge Management, Project Contribution, Problem Solving, Adaptability, Empathy

Industry

Financial Services

Description

Ignite growth. Elevate capability. Shape service excellence. Are you passionate about developing others and love seeing people thrive? Join us as a Learning & Capability Coach (Coaching Specialist), where you’ll play a pivotal role in uplifting the performance of our Superannuation Contact Centre teams and shaping an outstanding customer experience for millions of Australians. This role is perfect for someone who brings a coaching mindset, thrives on collaboration, and enjoys designing engaging learning experiences that truly land. What you’ll be doing In this dynamic and impactful role, you will: Deliver targeted coaching and support to uplift capability across Customer Service Officers, including new starters and those with identified development needs. Partner with Team Leaders to strengthen feedback quality, embed best practice, and support consistent, high‑quality customer service. Design, develop and continuously improve training programs, collaborating closely with the Training Manager to ensure content is accurate, engaging and fit for purpose. Assess training effectiveness through feedback, insights and performance outcomes—making recommendations to enhance learning impact. Provide technical expertise to resolve complex customer enquiries, complaints and escalations, ensuring teams have the knowledge and confidence to succeed. Monitor real-time queries (through chat or on the floor) to deliver timely coaching and support. Collaborate with the Knowledge Management team and key internal stakeholders to identify learning gaps, drive cross-skilling initiatives and champion continuous improvement. Contribute as an SME on projects, change initiatives and other business-wide capability uplift programs. What you’ll bring A coaching mindset and genuine passion for developing others. Strong communication and influencing skills, with the ability to inspire change and uplift capability. Understanding of adult learning principles and the ability to tailor coaching to individual styles. Curious, collaborative and committed to continuous learning and improvement. Experience across APAC Operations policies, processes and systems. Ability to work under pressure and maintain performance standards. Tertiary qualifications in business or a related field. RG146 qualification or equivalent (highly regarded). Some of our Employment Benefits FlexiWorks – enabling our employees to work in the office and at home (up to 50%) Purchased Leave, Parental Leave, Volunteer Leave, Gender Transition Leave, Well-being Leave Employee Recognition Program – celebrating people who live our values Talent Referral Program Salary sacrificing via superannuation Employee Assistance Program Learning & Development – self-paced learning plus educational assistance Employee discounts – including Bupa and Microsoft! Novated car leasing Culture at MUFG Pension & Market Services 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 everyone can thrive. Diversity drives better outcomes, continuous improvement and growth—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. How to apply Ready to take the next step in your career? Apply now with your resume and a detailed cover letter outlining your skills, experience, and what excites you about this opportunity. 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. MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. 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.

Responsibilities

The Learning and Capability Specialist will deliver targeted coaching and support to uplift capability across Customer Service Officers and partner with Team Leaders to enhance customer service quality. They will also design and improve training programs, assess training effectiveness, and provide technical expertise for complex customer inquiries.