Team Leader, Complaints

Grow your skills with Australia’s leading superannuation administrator backed by a global financial institution.

MUFG Pension & Market Services connects millions of people with their assets, and our Retirement Solutions business is at the centre of a growing industry. Bring your developing superannuation expertise and leadership capability into a role where you'll lead a high-performing complaints function, partner with major clients, and help deliver exceptional member outcomes in a highly regulated environment.

About the Role

We are seeking an experienced people leader to manage and develop a specialist Complaints team within our Retirement Solutions business. Reporting into senior leadership, you'll be responsible for ensuring the effective management of complaints, delivering against client service commitments, maintaining regulatory compliance, and driving a culture of continuous improvement.

This role offers a blend of operational leadership, client engagement, risk management, and people development, making it ideal for someone looking to take the next step in their superannuation career.

What You'll Be Doing

• 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.

What You'll Bring

• 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.

Some of our Employment Benefits

• 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

Culture at MUFG Pension & Market Services

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 our company 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.

How to Apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.

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.