Description Overview The Service Manager leads the Insurance Services teams, with responsibility for direct and indirect reports. The role oversees delivery of strategic and operational objectives, building strong client and internal stakeholder relationships to ensure consistent, high-quality, customer-focused service delivery. • Hybrid working conditions • Melbourne or Sydney location Key Accountabilities and main responsibilities Strategic Focus • Build and lead high performing teams to meet service levels and align priorities with organisational goals • Partner with the leadership team to drive strategy and provide effective leadership • Champion continuous improvement and embed best practice • Build and maintain strong internal and external stakeholder relationships • Operate effectively in a complex, time-critical environment while managing risk and cost • Lead change initiatives, including new technology and process adoption • Drive cultural and business transformation initiatives Operational Management • Ensure all interactions are focused on delivering an excellent member experience • Ensure teams operate within agreed models, processes and authority limits • Maintain compliance with procedures, controls, quality and assurance requirements • Implement initiatives to improve quality, performance and efficiency • Drive achievement of key performance targets People Leadership • Lead, motivate and develop Insurance Services and Family Law teams • Support Team Leaders and Managers with people management responsibilities • Ensure people management processes are completed effectively and on time • Create an engaged, high-performance culture aligned to organisational goals • Promote a OneLink culture of collaboration, learning and customer centricity Governance & Risk • Embed a strong risk and compliance culture across the teams • Ensure compliance with statutory and regulatory requirements • Manage operational risk through effective incident management and controls • Collaborate with internal stakeholders in the best interest of members • Maintain awareness of the regulatory environment relevant to team functions Experience & Personal Attributes • Minimum 5 years’ operational management experience in large, high-volume environments • Ability to engage senior stakeholders internally and externally • Proven experience building high performing teams and leading change • Strong commercial acumen with analytical and problem-solving capability • Excellent written and verbal communication and negotiation skills • Customer-focused with a strategic mindset • Strong focus on quality, risk management and staff development • Ability to set clear goals, take accountability and hold others to account • Strong MS Office skills (Word, Excel, PowerPoint) • Client management experience • Knowledge of superannuation, insurance and/or family law legislation and best practice • Experience managing Team Leaders and/or Team Manager Some of our Employment Benefits: • Flexible working – 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 • Talent Referral Program • Salary Sacrificing via Superannuation • Employee Assistance Program • Learning & Development – self-paced learning and educational assistance support • Employee discounts – access to discounted rates and offers from a variety of providers including Bupa and Microsoft • Novated Car Leasing Culture @ 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/police screening check prior to commencement of employment.
