Description Role purpose The Service Delivery Manager holds accountability for leading the Contact Centre, overseeing both direct and indirect reports. Operating in a fast-paced and ever-evolving environment, this role is instrumental in shaping the future of contact centre and service delivery operations. With a strong focus on delivering an exceptional client and investor experience across various channels—including phone, email, chat, and correspondence—the manager is responsible for driving key strategic and operational outcomes. The role also involves responsible for directing agents’ workflow and workload to ensure effective call centre resourcing crucial for maintaining service levels, improving customer satisfaction, and optimizing operational costs The manager will be responsible for building and maintaining strong relationships with clients and internal stakeholders to ensure consistent, high-quality service. As a senior leader, this position plays a vital role in aligning customer contact operations with broader business goals, service standards, and client expectations. Key Accountabilities and main responsibilities Strategic Focus Build and lead high-performing teams to meet service level expectations, while prioritising and adapting work to align with organisational goals. Collaborate with the broader leadership team to shape strategic direction and provide effective, forward-thinking leadership. Drive and champion continuous improvement initiatives to embed best practices across operations. Foster strong, collaborative relationships with key internal and external stakeholders to ensure alignment with strategy and the delivery of customer-centric solutions. Operate effectively in a dynamic, complex, and time-sensitive environment, maintaining the highest quality standards while balancing risk and cost. Lead change initiatives and embrace new technologies and processes in response to evolving business and technology needs. Develop presentations and provide support to Client Relationship Groups for client engagement meetings and presentations Operational Management Champion a strong investor-first culture by ensuring all interactions and activities prioritise the investor experience. Lead teams to operate within the agreed operating model and decision-making authority frameworks. Oversee compliance with established processes, procedures, and controls, addressing quality and assurance outcomes as required. Implement and embed strategic initiatives aimed at improving team performance, service quality, and operational efficiency to deliver best-practice services for investors. Ensure the hiring, training and onboarding new Call Centre Agents as required to meet staffing quotas based on workforce planning Ensure coaching and assistance to call centre agents on an ongoing basis Ensure that all employees follow the company’s best practices for call centre management and operations Communicate company goals to associates so every employee understands their role Conduct periodic surveys of customers and potential customers to ensure quality control People Leadership Foster an organisational culture where employees are engaged, motivated, and inspired through visible and effective leadership. Support and guide Team Leaders in fulfilling their people management responsibilities, ensuring timely and effective completion of all people-related processes. Develop team members to reach their full potential, align with career aspirations, and contribute to organisational goals. Collaborate with internal departments to ensure processes are executed in the best interest of members, driving seamless service delivery. Provide clear leadership and direction to build high-performing teams through coaching, ongoing development, effective performance management, and quality recruitment decisions. Promote a unified One MUFG MPMS culture by encouraging cross-team collaboration and leveraging internal expertise to achieve outstanding results. Champion a high-performance environment that values continuous learning, quality, and a strong focus on customer centricity, in alignment with MUFG MPMS’s core values. Governance & Risk Embed a strong risk management culture by developing and implementing strategies that effectively mitigate exposure to MUFG MPMS. Drive full compliance with statutory regulations and minimise operational risk through effective use of the incident management framework. Promote a proactive approach to risk and compliance within the team, ensuring timely completion of all reporting and assurance obligations. Stay abreast of the evolving regulatory landscape relevant to team operations and translate insights into effective practices. Apply subject matter expertise to maintain robust controls and ensure alignment with all regulatory and compliance frameworks. The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. In addition, as the role is part of a global team travel and flexibility to work outside standard hours may be required in this role. Experience & Personal Attributes Minimum of 5 years' operational management experience in high-volume contact centre environments. Proven ability to engage and influence senior stakeholders, both internally and externally. Demonstrated experience in building and leading high-performing teams to achieve key operational targets and service levels. Skilled in planning, prioritising, and adapting work to align with strategic objectives. Strong leadership in driving change and managing through ambiguity. Active, people-focused leadership style with the ability to inspire, motivate, and develop staff while fostering a culture of innovation. Demonstrated commercial acumen with a strategic, outcomes-oriented mindset. Excellent verbal and written communication skills, including the ability to tailor messaging to different audiences. Strong relationship-building capabilities with a focus on delivering customer-centric solutions. Advanced analytical and problem-solving skills, with the ability to apply structured methodologies. Strong focus on quality assurance, coaching, and staff development. Ability to set clear goals, take ownership of outcomes, and hold others accountable for performance. Sound understanding of operational risk and the ability to manage it effectively. Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint. Experience in managing client relationships and driving client satisfaction. Solid knowledge of Superannuation legislation, industry regulations, and best practices. Experience leading and developing Team Leaders and/or Team Managers. We are seeking a leader with proven experience implementing technology solutions in a contact centre environment—particularly in areas such as click-to-chat, AI, and voice analytics—who is passionate about transforming service delivery, brings a strong interest in emerging technologies, and has the resilience and empathy to support teams handling highly emotive customer interactions.
