Service Operations Manager

Shape the future of service excellence. Lead with purpose. Deliver with impact.

MUFG Retirement Solutions is seeking a dynamic and experienced Service Operations Manager to lead our high-performing Services Teams. This is a fast-paced, continuously evolving role where your leadership will directly influence the experience of our clients and members. If you're passionate about operational excellence, customer-centricity, and strategic leadership, we want to hear from you.

About the Role

As the Service Operations Manager, you will be responsible for overseeing service delivery across multiple channels including administration and correspondence. You'll drive strategic and operational goals, foster strong relationships with clients and internal stakeholders, and champion a culture of continuous improvement and high performance.

Key Responsibilities

Strategic Leadership

• Build and lead high-performing teams aligned with organisational goals.
• Collaborate with senior leaders to shape and execute strategic direction.
• Drive continuous improvement and innovation across service operations.
• Cultivate strong relationships with internal and external stakeholders.

Operational Excellence

• Ensure all service interactions are member-focused and quality-driven.
• Embed strategic initiatives to enhance performance and efficiency.
• Maintain compliance with processes, procedures, and regulatory standards.
• Manage risk and ensure robust controls are in place.

People Management

• Inspire and develop teams through effective coaching and leadership.
• Support Team Leaders in managing performance and development.
• Promote a culture of collaboration, learning, and customer-centricity.
• Lead change and foster adaptability in a dynamic environment.

Governance & Risk

• Champion a proactive risk and compliance culture.
• Ensure adherence to regulatory frameworks and incident management protocols.
  Monitor and report on risk exposure and mitigation strategies.

About You

You're a strategic thinker with a passion for service excellence and a proven ability to lead teams through change. You thrive in complex environments and bring a strong commercial mindset to everything you do.

Essential Experience & Attributes

• Minimum 5 years' operational management experience in high-volume environments.
• Proven ability to build and lead high-performing teams.
• Strong stakeholder engagement and relationship management skills.
• Demonstrated leadership in change management and innovation.
• Excellent communication, negotiation, and analytical skills.
• Deep understanding of operational risk and compliance.
• Knowledge of superannuation legislation and best practice.
  Experience managing Team Leaders / Managers.

Why Join MUFG Retirement Solutions?

We're committed to delivering exceptional outcomes for our members and clients. You'll be part of a collaborative, values-driven organisation that supports innovation, growth, and career development. Join us and make a meaningful impact.

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.