Role purpose
The Pension Administrator will be responsible for providing quality administration and customer service to internal and external stakeholders within the agreed timeframes as set out in the LINK Standards of Service agreement.
The administrator contributes to the achievement of the team’s objectives and participates in the continuous improvement process.
A customer centric focus will be required to achieve premium customer service through accurate and timely quality review of work items.
There will also be a requirement to provide processing assistance to the operational areas as required.
Key Accountabilities and main responsibilities
Strategic Focus
- Provide superior service to Funds, members and other stakeholders meeting service and quality standards.
- Take action on all work-related matters with minimal escalation to your Team Leader/Manager.
- Complete assigned administration tasks within agreed service standards and quality measures including but not limited to processing, authorizing and follow ups.
- Provide superior service to all stakeholders by ensuring service level agreements and quality standards are met.
- Action any formal complaint requests for information within 24 hours of receipt
- Ensure commitment to Link Core Values.
Operational Management
- Provide superior service to all stakeholders by ensuring service level agreements and quality standards are met.
- Allocation of work to be completed to ensure effective operation of the team.
- Identification and communication of all issues arising from current systems and processes.
- Completion of all reporting within required standards.
- Participate and complete pre and post system testing of enhancements on an as needed basis.
- Proactively address system issues, making recommendations and participating in projects across the team
People Leadership
- Provide technical and fund knowledge to the team to ensure team goals are achieved and service standard requirements met. Keep abreast of all changes to Fund business rules and legislative changes.
- Be a role model for staff in respect to management style and leadership.
- Support Team Leader/Manager together with your other team members in fostering day-to-day collaboration and positive teamwork to ensure that your teams’ objectives are achieved.
- Be the first escalation point for member and administrator enquiries.
- Actively participate as a member of the team providing support to other areas of the business as required.
- Maintaining a positive and open relationship with staff, other seniors and peers.
Governance & Risk
- Comply with legislative (e.g. AML, SIS) and license (e.g. AFSL, RSE) obligations, including the maintenance of up-to-date self-development of required skills and scheme/fund knowledge
- Action any formal complaint requests for information within 24 hours of receipt
- Assist the Team Leader with Fund and Link auditing requirements
- In relation to your role, you meet or exceed service standards under the schemes/fund SLAs at least 98% of the time. However, you should be working towards 100% as per our contractual obligations with the trustees
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
- RG146 (Superannuation) completed, or attainment within the next 12 months
MUFG Pension & Market Services is 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.
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.
