Client Delivery Manager

**Overview**

The Client Delivery Manager is accountable for managing and enhancing the relationship between MUFG Retirement Solutions (MUFG RS) and a portfolio of superannuation funds or institutional clients. The role is focused on delivering high-quality outcomes aligned to client expectations, contractual obligations, and MUFG RS’s strategic initiatives. It involves oversight of operational performance, strategic project delivery, commercial growth, and stakeholder engagement.

**Key Accountabilities and main responsibilities**

Strategic Focus
- Own and manage the end-to-end relationship for an individual client or portfolio of clients.
- Act as the senior escalation point for client service issues and key risk events.
- Collaborate with the Client Delivery Executive to ensure coordinated service delivery across MUFG RS.
- Build and maintain strong relationships with internal stakeholders to facilitate high-quality service delivery.
- Represent MUFG RS in external client meetings, including boards, sub-committees, and strategy sessions.
- Partner with clients to understand and document strategic objectives.
- Align internal delivery and initiatives to client strategies and goals.
- Monitor delivery against strategic plans and adjust approach to ensure outcomes are achieved.
- Collaborate with clients on member retention and regulatory compliance initiatives (e.g., ATO lost member reporting as per client requirements).

Operational Management
- Ensure all services are delivered in line with Service Level Agreements (SLAs).
- Work closely with the Client Support Manager to meet governance, reporting, and audit requirements.
- Continuously seek and implement opportunities for process improvement in collaboration with Portfolio Managers.
- Maintain accountability for delivering a seamless service experience.

People Leadership
- Provide leadership, coaching, and support to direct reports and cross-functional teams contributing to client delivery.
- Set clear goals, provide regular feedback, and manage performance and development planning.
- Foster a high-performance culture that values accountability, collaboration, and continuous improvement.
- Actively contribute to workforce planning, capability uplift, and succession initiatives.
- Lead by example in promoting MUFG RS values, ethical conduct, and inclusive team practices.

Governance & Risk
- Fulfill audit and compliance responsibilities and supporting fund-specific strategic initiatives.
- Contribute to continuous improvement and process re-engineering initiatives.
- Collaborate with operational teams to deliver customised reporting and services as required by each Fund.
- Participate in key projects aimed at enhancing client delivery and administration services

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**
- 7+ years' experience in client-facing roles, ideally within superannuation, financial services, or related industries
- Proven track record of managing client portfolios and delivering on complex service agreements
- Strong understanding of regulatory requirements in the superannuation or retirement services sector
- Experience leading cross-functional initiatives or transformation programs
- Tertiary qualifications in Business, Finance, or a related field (desirable)

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 ent