Join a superannuation leader backed by global scale, local expertise and a commitment to innovation.
MUFG Pension & Market Services is Australia’s leading superannuation administrator — partnering with some of the largest and most recognisable funds in the country. Here, you’ll shape industry‑defining work, influence client outcomes, and build your career within a business that combines a proud history with the energy of a fast‑growing global organisation. We are seeking an experienced leader to oversee complaints management within our Retirement Solutions business, driving high‑quality outcomes for clients, regulators and members.
About the Role
This is a leadership role responsible for leading a specialised team delivering best‑practice complaints management across superannuation and insurance products. You will play a key role in strengthening client relationships, managing regulatory obligations, and driving continuous improvement in customer outcomes.
Key Responsibilities
- Lead and manage the end‑to‑end complaints function, ensuring delivery of service standards, regulatory obligations and client expectations
- Provide oversight and quality assurance of complaint handling , including monitoring case workflows and outcomes
- Partner closely with key internal stakeholders, clients and regulators to deliver strong, member‑centric outcomes
- Influence client strategy and strengthen partnerships through expert advice on complaints trends and member servicing
- Drive continuous improvement initiatives to enhance processes, efficiency and customer experience
- Lead, coach and develop a high‑performing team, fostering engagement, accountability and capability uplift
- Ensure compliance with AFSL requirements, regulatory frameworks and risk management practices , including incident management
- Prepare and deliver client reporting and insights , including presenting to senior stakeholders
About You
You are an experienced superannuation professional with deep expertise in complaints management and a strong understanding of regulatory and insurance frameworks.
- Proven experience leading complaints teams within superannuation , ideally with exposure to insurance products
- Strong understanding of regulatory requirements and regulator engagement (e.g. AFCA, ASIC)
- Demonstrated ability to manage and influence senior stakeholders and client relationships
- Experience driving quality assurance, governance and continuous improvement initiatives
- A confident communicator with strong presentation and reporting skills
- Proven people leadership capability, with experience coaching and developing teams
- Strong commercial acumen and ability to manage competing priorities in a fast‑paced environment
- Relevant qualifications in finance, superannuation, or RG146/RG27 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.
