Coaching Specialist

4 days ago

Parramatta, New South Wales, Australia MUFG Pension & Market Services Full time $80,000 - $120,000 per year

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.

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.
  • Contribute to change management and support business projects as a subject matter expert.

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.

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