Team Leader, Complaints
About this role
- Lead, coach and develop a high-performing Complaints team to deliver outstanding service and achieve operational targets.
- Manage the end-to-end complaints function, ensuring service levels, quality standards and member outcomes are consistently achieved.
- Build and maintain strong relationships with clients and key stakeholders, acting as a trusted partner and escalation point.
- Present complaint insights, trends and performance reporting to senior client stakeholders and internal leadership teams.
- Drive continuous improvement initiatives to enhance processes, service delivery and customer experience.
- Ensure compliance with regulatory requirements, client obligations and internal governance frameworks.
- Manage operational risk through strong controls, quality oversight and effective incident management practices.
- Support workforce planning, recruitment, capability development and succession planning across the team.
- Experience leading a complaints, customer service, operations or member services team within financial services.
- Some experience within the superannuation industry, with knowledge of complaints handling and member servicing highly regarded.
- Strong people leadership skills with a track record of coaching, mentoring and developing teams.
- Excellent client and stakeholder management skills, with the ability to influence and build trusted relationships.
- Experience managing regulatory obligations, governance requirements and operational risk.
- Strong presentation and communication skills, including the ability to engage confidently with senior stakeholders.
- Demonstrated ability to drive change, manage competing priorities and deliver results in a fast-paced environment.
- Relevant qualifications such as a university degree, ASFA qualification, RG146, or equivalent industry experience will be highly regarded.
- Flexible Working – hybrid model 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 Company purpose.
- 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
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.
Company at a glance
A global, digitally enabled business that is committed to empowering 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.
Top Benefits
- Flexible Working
- Purchased Leave
- Parental Leave
- Volunteer Leave
- Gender transition leave
- Well-being leave
- Employee Recognition Program
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development
- Educational assistance support
- Employee discounts
- Novated Car Leasing
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