Head Of Service Delivery, Rest
1 week ago
Overview
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
5+ 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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