Job Description

Head of Service Delivery (Operations)

Location: Melbourne | Hybrid

At MUFG Retirement Solutions, we partner with some of Australia’s largest superannuation funds to deliver critical services that impact millions of members. This is a role where operational leadership meets transformation—where you don’t just run a function, you shape how service is delivered.

We’re looking for a Head of Service Delivery (Operations) to lead, evolve and elevate our service model—moving from traditional contact centre structures to a multi-skilled, end-to-end member experience model.

Why this role matters

This isn’t a steady-state leadership role, you’ll stepping into a function that:

• Delivers at scale today
• Needs to transform tomorrow
• Sits directly in front of sophisticated super fund clients

You’ll operate at the intersection of client delivery, operations, and transformation, with accountability for both performance today and redesign for the future.

What you’ll own

Service Delivery Strategy & Transformation

• Shape and execute a member-centric, multi-channel service strategy
• Transition the operating model to multi-skilled, end-to-end ownership of member journeys
• Embed continuous improvement and uplift service design aligned to fund expectations

Client & Stakeholder Leadership

• Act as a senior partner to superannuation fund clients
• Influence at C-level across client and internal stakeholders
• Align service delivery outcomes with commercial, risk and member objectives

Operational Performance

• Own service delivery performance across:
• SLAs / KPIs
• Financial outcomes (budget, forecasting, cost control)
• Workforce planning and workflow optimisation
• Lead operational technology and process uplift initiatives

People Leadership

• Build and lead high-performing, engaged teams
• Drive a culture of accountability, quality and member-centricity
• Lift capability to support a more complex, advisory-led service model

Risk & Governance

• Embed a strong risk and compliance culture
• Ensure alignment with regulatory frameworks across superannuation and financial services
• Manage operational risk through robust governance and controls

What you bring

• Proven experience leading large-scale service delivery or operations functions (Head of / GM level)
• Deep exposure to superannuation, financial services administration, or regulated environments
• A track record of operating model transformation (not just optimisation)
• Strong commercial acumen across cost, revenue and client outcomes
• Confidence engaging with senior client stakeholders and executives
• The ability to influence without authority across complex organisational structures
  

What will set you apart

• You’ve moved a function from contact centre → end-to-end service ownership
• You understand super fund expectations and pressures (not just internal ops)
• You can balance BAU delivery with transformation without breaking either
• You’re comfortable operating in environments where structure isn’t perfect—and needs reshaping
  

What you get

• A critical leadership role within the Client Delivery Leadership Team
• Direct exposure to major superannuation funds and executive stakeholders
• The opportunity to reshape a legacy operating model into something materially better
• A business where your impact is visible, commercial, and measurable
  

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.

Background Checks

Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.

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.