Head of Service Delivery

2 weeks ago

Docklands, Victoria, Australia MUFG Pension & Market Services Full time $120,000 - $150,000 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 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

• 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.

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