Description MUFG Pension & Market Services is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have over 6500 employees across 4 continents and continue to grow every day. MUFG Retirement Solutions is the largest business under MUFG Pension and Market Services and we are the leading administrator for super funds in Australia. Many of our clients are household names. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth. We are a diverse team with employees from various cultural and linguistic backgrounds, and we make sure to celebrate the successes of our clients and our people. Overview The Head of AI & Automation leads the use of machine learning, AI, and robotic automation to enhance operational efficiency, reduce manual work, and enable scalable, ClientFirst service delivery. This role partners MUFG Pension & Market Services is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have over 6500 employees across 4 continents and continue to grow every day. MUFG Retirement Solutions is the largest business under MUFG Pension and Market Services and we are the leading administrator for super funds in Australia. Many of our clients are household names. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth. We are a diverse team with employees from various cultural and linguistic backgrounds, and we make sure to celebrate the successes of our clients and our people. Head of AI & Automation Are you ready to lead the future of intelligent automation? We’re seeking a visionary Head of AI & Automation to drive the adoption of AI, machine learning, and robotic process automation (RPA) across our transformation portfolio. This role will shape our automation strategy, enhance operational efficiency, and enable scalable, ClientFirst service delivery. What you’ll do AI/ML Strategy & Platforms – Define and execute AI and machine learning strategy; lead implementation and optimisation of AI/ML platforms, models, and infrastructure to enable intelligent automation at scale. Model Development & Deployment – Develop and deploy machine learning models for predictive analytics, intelligent routing, recommendation engines, and decision support; ensure robust data pipelines and infrastructure. RPA & Intelligent Automation – Manage the RPA pipeline end-to-end; design and deploy intelligent automation solutions combining RPA with AI/ML capabilities (e.g., document processing, conversational AI). AI Governance & Compliance – Implement group AI governance frameworks ensuring ethical, transparent, and compliant AI deployment; monitor model performance and ensure continuous refinement. Knowledge Management – Drive AI-powered knowledge management initiatives, including intelligent search, recommendation systems, and virtual assistants to enhance productivity and service quality. Leadership & Culture – Provide strategic leadership to the AI & Automation team; foster a high-performance, innovative, and collaborative culture across transformation projects. Capability Building & Partnerships – Build organisational capability in AI and automation through training and centres of excellence; partner with transformation leads and group AI function on emerging technologies and best practices. What you’ll bring Extensive experience leading AI, machine learning, or intelligent automation functions in complex organisations. Deep technical knowledge of AI/ML platforms, algorithms, and deployment practices. Proven track record implementing RPA and intelligent automation at enterprise scale with measurable business benefits. Strong understanding of AI governance, ethics, and responsible AI principles. Experience with NLP, conversational AI, document processing, and predictive analytics. Excellent stakeholder engagement skills and ability to partner across technology, operations, and transformation teams. Financial services or superannuation experience highly desirable. Some of our Employment Benefits FlexiWorks – 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, including a criminal history check, prior to commencement of employment. ith all transformation leads to identify and implement automation opportunities across customer-facing and back-office operations. Works within the broader group AI function using a hub-and-spoke model, implementing governance frameworks and building organisational capability in intelligent automation. The Head of AI & Automation drives knowledge management initiatives to enhance workforce productivity and decision-making. This role is accountable for the AI/ML platforms, RPA pipeline, and intelligent automation strategy that underpins the organisation's transformation to Superannuation/Orchestration as a Service delivery model. Acts as the transformation centre of excellence for automation, ensuring responsible AI deployment and maximising value from automation investments. Key Accountabilities and main responsibilities AI/ML Platform & Strategy Define and execute the AI and machine learning strategy aligned with organisational transformation objectives and Superannuation/Orchestration as a Service vision Lead the implementation and optimisation of AI/ML platforms, models, and infrastructure that enable intelligent automation at scale Develop and deploy machine learning models for predictive analytics, intelligent routing, recommendation engines, and decision support Partner with technology teams to ensure AI/ML infrastructure, data pipelines, and model deployment capabilities meet transformation needs RPA Pipeline & Intelligent Automation Manage the RPA pipeline from opportunity identification through to deployment and benefits realisation Partner with Head of Omnichannel Transformation to identify and implement process automation opportunities across contact centre and workflow operations Design and deploy intelligent automation solutions combining RPA with AI/ML capabilities (e.g., document processing, conversational AI, intelligent decisioning) Implement automation governance frameworks including business case development, prioritisation, and ROI tracking AI Governance Implementation & Compliance Implement and embed group AI governance frameworks ensuring responsible, ethical, and compliant deployment of AI technologies within transformation Apply group policies and controls for AI model transparency, explainability, bias detection, and privacy protection Partner with risk, legal, compliance teams and group AI function to ensure AI deployments meet regulatory requirements and ethical standards Monitor AI performance, identify model drift, and ensure continuous model refinement and quality assurance Knowledge Management & Productivity Drive knowledge management initiatives that enhance workforce productivity, decision-making, and service quality Implement AI-powered knowledge bases, intelligent search, and recommendation systems that enable faster issue resolution Deploy conversational AI and virtual assistants to support both customers and internal staff Measure knowledge management effectiveness through productivity metrics, time-to-resolution, and user satisfaction People Leadership Provide strategic leadership and oversight of the AI & Automation team, ensuring alignment with organisational objectives and transformation priorities Provide leadership, direction, and mentoring to cross-functional teams involved in the delivery of Transformation projects, fostering a high-performance and client-focused culture. Promote collaboration across teams and foster a high-performing team culture that promotes innovation, accountability, collaboration, and continuous improvement. Capability Building & Partnership Build organisational capability in AI and automation through training, centres of excellence, and community building Partner with all transformation leads to identify automation opportunities and integrate AI capabilities into their workstreams Act as internal consultant on automation feasibility, solution design, and implementation approaches Collaborate with group AI function on emerging technologies and best practice implementation 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 Extensive experience leading AI, machine learning, or intelligent automation functions in complex organisations Deep technical knowledge of AI/ML platforms, algorithms, model development, and deployment practices Proven track record implementing RPA and intelligent automation at enterprise scale with measurable business benefits Strong understanding of AI governance, ethics, explainability, and responsible AI principles with experience implementing frameworks Experience with natural language processing, conversational AI, document processing, and predictive analytics Demonstrated ability to identify automation opportunities and translate them into implemented solutions with ROI Excellent stakeholder engagement skills with ability to partner across technology, operations, and transformation teams Strategic mindset balanced with hands-on technical capability and delivery orientation Financial services or superannuation experience highly desirable
