Team Leader

7 hours ago

Parramatta, New South Wales, Australia MUFG Pension & Market Services Full time $90,000 - $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.

Are you a passionate leader with a drive for operational excellence and team development? We're seeking a
Team Leader
to lead a high-performing team of Customer Service Officers, ensuring exceptional service delivery, quality outcomes, and continuous improvement.

What You'll Be Doing

As a Team Leader, you will:

  • Lead and develop a team to meet service level agreements (SLAs) and quality standards.
  • Provide ongoing coaching, mentoring, and performance feedback to team members.
  • Monitor workflow and resource availability to ensure timely and accurate service delivery.
  • Champion continuous improvement initiatives and embed best practices.
  • Maintain effective communication across the team regarding procedures, legislation, and corporate updates.
  • Conduct quality reviews of calls and casework to ensure compliance and excellence.
  • Collaborate with internal and external stakeholders to deliver customer-centric solutions.
  • Support recruitment, onboarding, and training of new staff.
  • Foster a proactive risk and compliance culture, ensuring adherence to regulatory frameworks and AFSL requirements.

What You'll Bring

  • Proven experience in customer service, insurance, or superannuation administration.
  • Strong people leadership skills with a focus on coaching and development.
  • Excellent communication skills, adaptable to various audiences.
  • Strong organisational and planning abilities, with the ability to manage competing priorities.
  • Knowledge of relevant legislation and quality standards (e.g., RG146, ASFA Certificate/Diploma).
  • Experience in contact centre environments and performance management processes.
  • A proactive mindset with a commitment to continuous improvement and risk mitigation.

Why Join Us?

  • Meaningful work supporting members during critical life events
  • Professional, supportive and collaborative team environment
  • Career development opportunities within the insurance and superannuation sector
  • Hybrid and flexible working arrangements - 50% work from home
  • Commitment to training and ongoing professional development

Ready to lead with purpose and drive service excellence?
Apply now and help shape the future of customer experience.

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