Job 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.

The Opportunity

An exciting leadership opportunity exists for an experienced superannuation professional to lead the Complaint Resolutions function supporting one of Australia's leading superannuation funds.

As the Complaint Resolutions Manager (Manager, Member Resolutions), you will play a critical role in shaping the member experience through the leadership of a centralised complaints model encompassing early-stage resolution, Internal Dispute Resolution (IDR), External Dispute Resolution (EDR), quality assurance, customer satisfaction, and continuous improvement initiatives.

Leading a team of approximately 17-20 employees through direct and indirect reports, you will partner closely with the broader leadership team and key client stakeholders to deliver customer-centric outcomes, drive service excellence and support strategic business objectives.

What You'll Be Doing

• Lead and develop a high-performing complaints function focused on delivering exceptional member outcomes and service excellence.
• Drive the strategic direction and continuous maturity of early-stage complaint resolution, IDR, EDR and customer satisfaction programs.
• Partner with internal leadership teams and external client stakeholders to align complaint management outcomes with service agreement obligations and business objectives.
• Utilise complaint insights, quality assurance outcomes and member feedback data to identify trends, influence decision making and deliver continuous improvement initiatives.
• Oversee complaints governance, quality assurance programs, reporting frameworks and operational processes to ensure best practice and regulatory compliance.
• Champion Voice of the Member initiatives, leveraging customer feedback, NPS and CSAT insights to enhance both member and employee experiences.
• Lead and coach leaders and team members to build capability, improve performance and foster an engaged, customer-focused culture.
• Support organisational change initiatives while ensuring operational targets, service levels, risk obligations and client expectations are consistently met.

About You

To be successful in this role, you will bring:

• Extensive experience within superannuation operations, customer service, complaints management or insurance administration.
• Demonstrated leadership experience managing large operational teams and developing high-performing cultures.
• Strong stakeholder management skills with the ability to influence and engage senior internal and external stakeholders.
• Proven experience driving process improvement, service excellence and customer experience initiatives.
• Well-developed analytical and problem-solving capabilities, with the ability to translate data and insights into business outcomes.
• Strong understanding of complaints handling frameworks, governance, risk and compliance requirements.
• Knowledge of superannuation legislation, regulatory obligations and industry best practice.
• Excellent communication, negotiation and relationship management skills.
• The ability to lead through change, manage competing priorities and deliver outcomes in a complex environment.
• A strong customer-centric mindset combined with commercial acumen and strategic thinking.

Why Join Us?

This role provides the opportunity to lead a strategically important function, influence member experience outcomes and work closely with one of Australia's leading superannuation funds. You'll be empowered to drive meaningful change while leading a large, engaged team in a dynamic and evolving environment.

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 opportunities, 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.

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.