Team Coach, Complaints at Careers @ MUFG Pension & Market Services

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

0.0

Posted On

05 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Coaching Mindset, Communication, Influencing, Stakeholder Engagement, Adult Learning Principles, Complaints Handling, APAC Operations, Regulatory Frameworks, RG271, Quality Assurance, Process Improvement, Risk Management, Compliance, Subject-Matter Expertise, Change Management, Team Leadership Support

Industry

Financial Services

Description

MUFG Pension & Market Services is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have over 6500 employees across 4 continents and continue to grow every day. MUFG Retirement Solutions is the largest business under MUFG Pension and Market Services and we are the leading administrator for super funds in Australia. Many of our clients are household names. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth. We are a diverse team with employees from various cultural and linguistic backgrounds, and we make sure to celebrate the successes of our clients and our people. The Opportunity We’re looking for a Team Coach, Complaints to uplift the capability, performance, and confidence of our Complaints team. In this role, you'll design and deliver onboarding and ongoing training, coach Complaint Officers, support quality assurance, and play a key role in improving processes and member experience. You’ll work closely with the Complaints Team Leader, Operations Manager, and key stakeholders to embed best‑practice complaint management and ensure regulatory compliance. This is a great opportunity for someone with a coaching mindset who is passionate about developing others and strengthening client partnerships. What You’ll Be Doing * Design and deliver onboarding and capability‑building programs covering complaints handling, systems, tools, and regulatory frameworks (including RG271). * Provide targeted coaching, maintain a team skills matrix, and uplift capability through structured development and performance interventions. * Conduct quality reviews, analyse results, and identify training needs and process improvements to enhance member experience and efficiency. * Partner with the Complaints Team Leader, Operations Manager, and centralised training functions to prioritise and implement training and continuous improvement initiatives. * Support complex complaint investigations, manage escalations, and provide subject-matter expertise to internal teams and clients. * Maintain strong stakeholder relationships and contribute to client discussions around service excellence and strategic direction. * Champion risk and compliance by ensuring adherence to legislation, quality standards, and MUFG’s incident management and assurance frameworks. * Support change initiatives, communications, and broader business projects as a subject‑matter expert in complaints capability. What You’ll Bring * A coaching mindset with demonstrated experience developing others’ capability. * Strong communication, influencing and stakeholder engagement skills. * Understanding of adult learning principles and experience tailoring training approaches. * Experience in complaints handling, APAC operations, and regulatory frameworks such as RG271. * Ability to work under pressure, meet targets, and maintain high quality standards. * A continuous learning mindset and passion for improving processes and member experience. * Tertiary qualifications in business or a related discipline (preferred). Some of our Employment Benefits * Flexible Working – hybrid model enabling our employees to work in the office and at home * Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave * Employee Recognition Program – recognising those who demonstrate our values and purpose * Talent Referral Program * Salary Sacrificing via Superannuation * Employee Assistance Program * Learning & Development – self-paced learning and educational assistance support * Employee discounts – access discounted rates and offers from a variety of providers 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 our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company 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 detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role. 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. 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 role involves designing and delivering training programs for the Complaints team, providing targeted coaching to Complaint Officers, and conducting quality reviews to enhance member experience and efficiency. This person will also support complex complaint investigations and ensure adherence to regulatory compliance and quality standards.