Coaching Specialist

Are you passionate about coaching and empowering others to deliver exceptional customer service? We’re looking for a dynamic **Capability Coach**to support the ongoing development of our Contact Centre team and help drive performance, quality, and continuous learning.

In this role, you’ll work closely with the Training Manager and Team Leaders to design, deliver, and evaluate training programs that uplift capability and ensure our Customer Service Officers consistently meet service benchmarks and exceed client expectations.

**What You’ll Be Doing**

- Coach and support Customer Service Officers to improve performance and service quality.
- Deliver targeted training interventions and onboarding support for new starters.
- Collaborate with Team Leaders to enhance feedback and embed best practices.
- Design and continuously improve training content and delivery methods.
- Monitor real-time support channels and assist with complex queries and escalations.
- Partner with internal teams to identify learning gaps and implement improvement initiatives.

**What You’ll Bring**

- A coaching mindset and passion for developing others.
- Strong communication and influencing skills.
- Knowledge of adult learning principles and inclusive training approaches.
- Experience in APAC operations, policies, and systems.
- Ability to work under pressure and meet targets.
- RG146 qualification or equivalent (preferred).
- Tertiary qualifications in business or a related discipline.

**Why Join Us?**

- **Career Development**: Help others grow while growing your own career.
- **Hybrid Working**: Enjoy the flexibility of working from home 50% of the time.
- **Collaborative Culture**: Be part of a team that values learning, support, and innovation.
- **Make an Impact**: Shape the capability of a high-performing contact centre.

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.