Team Leader

Are you a passionate leader with a drive for operational excellence and team development? We're seeking a Team Leader to lead a high-performing team of Customer Service Officers, ensuring exceptional service delivery, quality outcomes, and continuous improvement.

What You'll Be Doing

As a Team Leader, you will:

• Lead and develop a team to meet service level agreements (SLAs) and quality standards.
• Provide ongoing coaching, mentoring, and performance feedback to team members.
• Monitor workflow and resource availability to ensure timely and accurate service delivery.
• Champion continuous improvement initiatives and embed best practices.
• Maintain effective communication across the team regarding procedures, legislation, and corporate updates.
• Conduct quality reviews of calls and casework to ensure compliance and excellence.
• Collaborate with internal and external stakeholders to deliver customer-centric solutions.
• Support recruitment, onboarding, and training of new staff.
• Foster a proactive risk and compliance culture, ensuring adherence to regulatory frameworks and AFSL requirements.

What You'll Bring

• Proven experience in customer service, insurance, or superannuation administration.
• Strong people leadership skills with a focus on coaching and development.
• Excellent communication skills, adaptable to various audiences.
• Strong organisational and planning abilities, with the ability to manage competing priorities.
• Knowledge of relevant legislation and quality standards (e.g., RG146, ASFA Certificate/Diploma).
• Experience in contact centre environments and performance management processes.
• A proactive mindset with a commitment to continuous improvement and risk mitigation.

Why Join Us?

• Meaningful work supporting members during critical life events
• Professional, supportive and collaborative team environment
• Career development opportunities within the insurance and superannuation sector
• Hybrid and flexible working arrangements - 50% work from home
  Commitment to training and ongoing professional development

Ready to lead with purpose and drive service excellence?

Apply now and help shape the future of customer experience.

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.

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.