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.

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.