Team Leader
About this role
- Lead, coach and develop a team of Insurance and Claims Consultants to deliver exceptional customer outcomes.
- Drive team performance against agreed service levels, quality measures and operational targets.
- Monitor workflow, resource allocation and capacity planning to ensure client needs are met.
- Conduct regular coaching, call quality reviews and performance discussions to support employee development.
- Partner with leaders and stakeholders across the business to deliver strategic initiatives and continuous improvement outcomes.
- Ensure effective communication of legislative, procedural and business changes across the team.
- Foster a strong risk and compliance culture, ensuring adherence to regulatory requirements, quality standards and internal controls.
- Support recruitment, onboarding, training and succession planning to build a high-performing and engaged team.
- Proven people leadership experience within a customer service, contact centre, financial services, insurance or similar operational environment.
- Demonstrated success leading teams to achieve and exceed SLA, quality and customer experience targets.
- Strong coaching, mentoring and performance management capabilities.
- Experience working within a regulated environment with a strong appreciation of risk, governance and compliance obligations.
- Excellent stakeholder management skills with the ability to communicate effectively across all levels of an organisation.
- Strong planning, organisational and prioritisation skills with the ability to manage competing demands.
- Tertiary qualifications and/or relevant industry experience in financial services, customer service operations, contact centres or related disciplines.
- 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
- Employee discounts
- Novated car leasing
Tired of cold applications?
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Know someone who'd be great for this?