Team Leader

**Contact Centre Team Leader**

Are you a natural leader with a passion for exceptional customer service? Join our dynamic Contact Centre team and inspire a group of front line customer service professionals to exceed service level agreements and quality benchmarks. In this role, you’ll shape the customer experience, drive continuous improvement, and foster a culture of performance and accountability.

**What You’ll Be Doing**
- Lead & Inspire
- Build and mentor high-performing teams
- Deliver side-by-side coaching and tailored feedback
- Cultivate a performance culture aligned with organisational goals
- Drive Strategic Focus
- Partner with senior leaders to shape strategy and priorities
- Champion continuous improvement initiatives and best practices
- Forge strong relationships with stakeholders to deliver customer-centric solutions
- Oversee Operations
- Monitor team resources to meet client needs and SLAs
- Maintain clear communication on procedural or legislative changes
- Review call and workflow case quality to uphold standards
- Develop Your People
- Identify training needs and provide ongoing support and mentoring
- Participate in recruitment and performance management processes
- Empower team members with growth and upskilling opportunities
- Promote a proactive risk and compliance cultureStay current on regulatory requirements and incident management

**What You Will Bring**
- Proven leadership experience in contact centres, customer service, or superannuation
- Exceptional communication skills tailored to diverse audiences
- Strong organisational aptitude with the ability to prioritise competing demands
- Prior experience in Genesis Web Messenger will be highly regarded.A collaborative mindset and a drive for continuous improvement

**Why Join Us**
- Shape the future of customer service in a leading financial services organisation
- Collaborate with a supportive leadership team and cross-functional partners
- Access professional development and growth opportunities
- Enjoy a positive, accountable culture where your ideas make an impactFlexible Hybrid Working Arrangement (50% in-office)

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.