Head of Operations

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.

Overview

The Head of Operations is responsible for creating policies to help achieve strategic goals and coordinate business operations to fulfill client and customer expectations. The Head of Operations will manage a service delivery team to drive exceptional customer experience to the listed Clients and their investors through outstanding people and service leadership. They will empower and motivate the teams to continually enhance the end-to-end investor experience and ensure we continually exceed our client's expectations in relation to daily, weekly, monthly and annual operational requirements. Continue to deliver value add service offerings aligned with Corporate Markets ANZ's objectives whilst meeting revenue and cost objectives. Engage with peers and internal stakeholders to champion strategic and operational projects to ensure significant improvement in our service offering and the investors experience. The Head of Operations must ensure compliance with all relevant legislative regulations and ASX listing Rules regarding the operational activities performed by the business. In addition, ensuring data privacy adherence for the protection of our clients' data management and safety standards.

As a member of the APAC Operational Leadership Table, this role shares an aligned purpose focused on quality outcomes achieved in an environment of trust and integrity. You hold accountabilities across financial controls, development of self, and our people in the pursuit of operational excellence.

Key Accountabilities and main responsibilities

Strategic Focus

• Accountable for the current state service model and work in partnership with the key internal stakeholders on the evolution of this service model.
• Contribute to the development and implementation of the Corporate Markets Operations strategy in line with MUFG P&MS core values and objectives and translate this strategy into operational plans.
• Drive an increase in employee engagement through targeted data-driven strategies and action plans to improve the employee experience and maintain a culture of high performance.
• Lead technology improvement through active management of operations projects.

Operational Management

• Management of service delivery departments, including management of financial performance (budgeting, forecasting, invoicing), workflow of team and resources, ongoing client relationship with the key stakeholders, and department performance.
• Responsible for delivering targeted KPIs and escalation for all operational issues.
• Provide accurate and timely updates to the key stakeholders and clients regarding performance against service level agreements. Deliver an integrated seamless product that removes boundaries between business areas.
• Manage relationships with external stakeholders such as the clients, auditors, regulators, and other providers.

People Leadership

• Provide senior leadership and direction to all Operational Managers and team members to ensure the development of high-performing teams, including coaching and development, effective performance reviews, and quality selection decisions.
• Promote MUFG P&MS culture within the team, encouraging collaboration and leveraging expertise across Fund Administration to deliver exceptional results.
• Promote a culture of high performance that values learning, a commitment to quality, and customer centricity in line with MUFG P&MS core values.

Governance & Risk

• Ensure that all MUFG P&MS information security policies, processes, and procedures are followed, review information security breaches, and periodically review information security requirements for relevant IT systems and processes.
• Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Proven experience as a Head of Customer/ Operations function or other relevant senior managerial position
• Demonstrate considerable experience in operations and service delivery within administration services
• Comprehensive knowledge of and operational understanding of Share Registry Operations
• Exceptional Leadership skills that produce high performing teams
• Excellent planning and organisational skill, including the ability to prioritise effectively and delegate appropriately.
• Demonstrated ability to develop and deliver value add services and to meet demanding deadlines.
• Outstanding written, presentation, verbal and interpersonal communication skills
• Strong client engagement and leadership skills with the ability to interact with C-level stakeholders with ease
• Outstanding analytical and problem-solving abilities that lead to effective decision making
• Strong client-facing skills with understanding of commercial performance objectives
• Excellent stakeholder management skills and an ability to communicate complex business ideas.
• Commercial awareness and a thorough understanding of the competitive environment.