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Head of Service Delivery
2 weeks ago
Are you a visionary leader with a passion for delivering exceptional customer experiences? Do you thrive in complex, high-impact environments where strategy meets service excellence? If so, MUFG Retirement Solutions invites you to take the helm as our next Head of Service Delivery.
Reporting directly to the Client Delivery Executive, you'll lead a dynamic team dedicated to delivering outstanding service to our client and its members. As a key member of the Client Delivery Senior Leadership Team, you'll shape and execute a multi-channel, member-centric strategy that drives operational excellence, innovation, and trust.
This is more than a leadership role—it's a transformation opportunity. You'll empower your team to evolve into multi-skilled experts, accountable for end-to-end member journeys, including complex demands such as guidance and allowable advice.
Key Responsibilities
- Define and deliver a future-focused service strategy aligned with Rest's objectives
- Build strategic partnerships across MUFG RS and Rest to drive innovation and alignment
- Champion continuous improvement and embed best practices across service delivery
- Oversee financial performance, resource planning, and workflow management
- Lead technology and operations projects to enhance service capabilities
- Ensure timely, accurate client updates and resolution of operational issues
- Inspire and develop high-performing teams through coaching, engagement, and accountability
- Foster a culture of collaboration, learning, and member-centricity
- Drive employee experience initiatives using data-driven strategies
- Embed a proactive risk and compliance culture
- Ensure adherence to regulatory frameworks and information security standards
- Mitigate operational risk through robust incident management and controls
What You Bring
- 5+ years in senior leadership roles within customer operations or service delivery
- Deep expertise in superannuation legislation and administration services
- Proven ability to lead transformation and deliver value-added services
- Exceptional communication, stakeholder engagement, and analytical skills
- Confidence interacting with C-level executives and navigating complex environments
- A strategic mindset with a passion for quality, integrity, and member outcomes
Why MUFG?
At MUFG Retirement Solutions, we're driven by purpose, powered by people, and committed to excellence. You'll join a values-led organisation where your leadership will shape the future of member experience across one of Australia's largest superannuation funds.
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.
