Bring your leadership expertise to an industry with purpose, scale and global impact.
At MUFG Pension & Market Services, your skills in operations, customer service leadership and team performance management can be applied to meaningful work supporting millions of Australians. As part of Australia's leading superannuation administration business and a global financial institution, you'll lead a high-performing team, drive service excellence, and help deliver outstanding member outcomes in a highly regulated environment.
About the role
We are seeking an experienced Team Leader to lead and develop a team of Insurance and Claims Consultants. This role is responsible for driving team performance against service level agreements (SLAs), maintaining quality standards, and fostering a culture of continuous improvement, risk awareness and customer focus.
Working closely with the broader leadership team, you will provide coaching, mentoring and operational leadership while ensuring compliance with regulatory obligations and client requirements.
What you'll be doing
- Lead, coach and develop a team of Insurance and Claims Consultants to deliver exceptional customer outcomes.
- Drive team performance against agreed service levels, quality measures and operational targets.
- Monitor workflow, resource allocation and capacity planning to ensure client needs are met.
- Conduct regular coaching, call quality reviews and performance discussions to support employee development.
- Partner with leaders and stakeholders across the business to deliver strategic initiatives and continuous improvement outcomes.
- Ensure effective communication of legislative, procedural and business changes across the team.
- Foster a strong risk and compliance culture, ensuring adherence to regulatory requirements, quality standards and internal controls.
- Support recruitment, onboarding, training and succession planning to build a high-performing and engaged team.
About you
We're looking for a people-focused leader who thrives in a fast-paced, highly regulated environment and is passionate about developing teams and driving operational excellence.
You'll bring:
- Proven people leadership experience within a customer service, contact centre, financial services, insurance or similar operational environment.
- Demonstrated success leading teams to achieve and exceed SLA, quality and customer experience targets.
- Strong coaching, mentoring and performance management capabilities.
- Experience working within a regulated environment with a strong appreciation of risk, governance and compliance obligations.
- Excellent stakeholder management skills with the ability to communicate effectively across all levels of an organisation.
- Strong planning, organisational and prioritisation skills with the ability to manage competing demands.
- Tertiary qualifications and/or relevant industry experience in financial services, customer service operations, contact centres or related disciplines.
Why join us? 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.
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.
