Team Coach

2 days ago

Docklands, Victoria, Australia MUFG Pension & Market Services Full time $80,000 - $120,000 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.

About the Role
We are seeking a passionate and experienced
Team Coach
to join our Member Resolutions team. This role is pivotal in building team capability across all aspects of complaint handling, including acknowledgement, triage, investigation, written responses, and delivering positive member interactions with a
solutions-first, member-centric approach
.

Team Coach, will work closely with all team members and the Complaints Quality Assurance Specialist to uplift individual quality scores and partner with the Team Leader to drive performance outcomes. You will play a key role in coaching, supporting performance plans, and actioning team-based quality insights to ensure exceptional member experiences.

Key Responsibilities

  • Coach and mentor team members to improve capability in complaint handling and resolution.
  • Drive quality improvements across acknowledgement, triage, investigation, and written communication.
  • Foster positive member interactions with a solutions-first mindset.
  • Collaborate with the Team Leader & Complaints QA Specialist on performance plans and development strategies.
  • Analyse quality insights and implement targeted coaching interventions.
  • Support continuous improvement initiatives to enhance member experience and reduce complaints.

What We're Looking For

  • Strong interpersonal/communication skills.
  • Proven ability to coach and develop individuals and teams.
  • High level of attention to detail and strong analytical skills.
  • Excellent interpersonal and communication skills.
  • Ability to work collaboratively and influence positive outcomes.

Why Join Us?
At MUFG, we're committed to creating a culture of continuous learning and career development. You'll be part of a supportive team that values innovation, collaboration, and excellence. This is your opportunity to make a meaningful impact and grow your career in a dynamic and purpose-driven organisation.

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