Team Leader at Careers @ MUFG Pension & Market Services

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

0.0

Posted On

19 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Coaching, Performance Management, Contact Centre Management, Superannuation Knowledge, Stakeholder Engagement, Continuous Improvement, Quality Assurance, Risk Management, Compliance, Case Management, Resource Planning

Industry

Financial Services

Description

Join a superannuation leader backed by global scale, local expertise and a commitment to innovation. MUFG Pension & Market Services is Australia’s leading superannuation administrator — partnering with some of the largest and most recognisable funds in the country. Here, you’ll shape industry‑defining work, influence client outcomes, and build your career within a business that combines a proud history with the energy of a fast‑growing global organisation. About the role This is a people-first leadership role where you will lead, coach and uplift the performance of a team of Customer Service Officers in a fast-paced contact centre environment. With a strong focus on team engagement, capability development and performance improvement, you’ll play a key role in delivering service excellence, meeting SLAs, and ensuring high-quality outcomes for members and clients. You’ll work closely with leadership peers and stakeholders to drive continuous improvement initiatives, strengthen team capability, and embed a high-performance culture aligned to organisational strategy. What you’ll be doing * Lead, coach and develop a team of Customer Service Officers to achieve and exceed service and performance targets * Drive performance uplift through regular coaching, call monitoring, feedback and capability development * Monitor team resourcing and workflow to ensure consistent delivery against SLAs and client expectations * Champion continuous improvement initiatives to enhance customer experience, efficiency and service quality * Partner with internal stakeholders and leadership teams to align team outcomes with broader business strategy * Oversee quality assurance activities including call reviews and case management to maintain high standards * Support recruitment, onboarding and ongoing development of team members * Promote a strong risk, compliance and governance culture aligned with regulatory requirements and AFSL obligations What you’ll bring * Demonstrated people leadership experience within a superannuation or contact centre environment * Strong track record of driving team performance uplift and engagement * Solid understanding of superannuation, insurance and/or financial services frameworks * Ability to coach and develop individuals to achieve measurable performance outcomes * Excellent communication skills with the ability to engage and influence stakeholders at all levels * Strong organisational skills with the ability to manage competing priorities in a fast-paced environment * Understanding of risk, compliance and regulatory requirements within financial services * Relevant qualifications such as RG146, ASFA certification or equivalent industry experience 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 - to recognise people who are demonstrating our values and Company purpose • Talent Referral Program • Salary Sacrificing via Superannuation • Employee Assistance Program • Learning & Development - Development at your fingertips via self-paced learning, including 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

Lead and coach a team of Customer Service Officers to exceed performance targets and maintain high service standards. Drive continuous improvement initiatives and ensure compliance with regulatory requirements and SLAs within a contact centre environment.