Team Leader, Incident Management

Overview
The Team Leader will lead and manage a team of employees to achieve organisational goals, guiding daily workflow and serving as a subject matter expert.

This role manages the end-to-end incident management process to ensure timely and efficient resolution, minimise business impact, and strengthen operational resilience.

Success will rely on building strong relationships across Client Delivery and Service & Operating Resilience, while driving continuous improvement and better understanding of control framework gaps.

• Hybrid working conditions
• Melbourne location

Key Accountabilities and Main Responsibilities
Strategic Focus

• Build and maintain a high-performing team aligned to organisational goals.
• Champion continuous improvement and adopt best practice across processes and technology.
• Foster strong relationships with internal and external stakeholders.
• Anticipate member and staff needs to enhance service quality.
• Operate in a fast-paced environment while maintaining quality and managing risk.

Operational Management

• Oversee incident remediation and closure activities efficiently.
• Ensure the team works within agreed models, limits, and standards.
• Plan and manage team workflows to achieve performance targets.
• Cross-train team members to minimise single points of dependency.
• Identify and implement process and quality improvements.
• Provide timely and accurate business reporting as required.

People Leadership

• Lead, coach, and motivate a team of incident specialists.
• Promote a high-performance and customer-centric culture in line with MUFG Pension and Market
  Services' values.
• Set clear goals and development plans to build team capability.
• Provide regular feedback, recognition, and coaching.
• Maintain open and transparent communication across the team.
• Recruit, develop, and retain skilled team members.

Governance & Risk

• Foster a strong risk management and compliance culture.
• Ensure compliance with all statutory and operational requirements.
• Investigate, raise, and resolve incidents using MUFG Pension and Market Services' risk tools.
• Respond to quality assurance and risk reporting promptly.
• Manage escalations and stakeholder enquiries with urgency and professionalism.

Experience & Personal Attributes

• Proven leadership experience in building high-performing, engaged teams.
• Strong ability to collaborate, communicate, and drive shared outcomes.
• Strategic and proactive mindset with a focus on continuous improvement.
• Skilled in leading through change and managing ambiguity.
• Excellent organisational and planning skills to meet SLAs.
• Strong customer focus and ability to build trusted relationships.
• Solid knowledge of superannuation, insurance, and family law frameworks.
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Prior experience in a supervisor, team coach, or team leader role.

Some of our Employment Benefits:

• Flexible working– enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating our values and
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft
• Novated Car Leasing

Culture @ MUFG Pension & Market Services:
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 our company 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.

How to apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.

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/police screening check prior to commencement of employment.