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. The Opportunity We’re looking for a Team Coach, Complaints to uplift the capability, performance, and confidence of our Complaints team. In this role, you'll design and deliver onboarding and ongoing training, coach Complaint Officers, support quality assurance, and play a key role in improving processes and member experience. You’ll work closely with the Complaints Team Leader, Operations Manager, and key stakeholders to embed best‑practice complaint management and ensure regulatory compliance. This is a great opportunity for someone with a coaching mindset who is passionate about developing others and strengthening client partnerships. What You’ll Be Doing Design and deliver onboarding and capability‑building programs covering complaints handling, systems, tools, and regulatory frameworks (including RG271). Provide targeted coaching, maintain a team skills matrix, and uplift capability through structured development and performance interventions. Conduct quality reviews, analyse results, and identify training needs and process improvements to enhance member experience and efficiency. Partner with the Complaints Team Leader, Operations Manager, and centralised training functions to prioritise and implement training and continuous improvement initiatives. Support complex complaint investigations, manage escalations, and provide subject-matter expertise to internal teams and clients. Maintain strong stakeholder relationships and contribute to client discussions around service excellence and strategic direction. Champion risk and compliance by ensuring adherence to legislation, quality standards, and MUFG’s incident management and assurance frameworks. Support change initiatives, communications, and broader business projects as a subject‑matter expert in complaints capability. What You’ll Bring A coaching mindset with demonstrated experience developing others’ capability. Strong communication, influencing and stakeholder engagement skills. Understanding of adult learning principles and experience tailoring training approaches. Experience in complaints handling, APAC operations, and regulatory frameworks such as RG271. Ability to work under pressure, meet targets, and maintain high quality standards. A continuous learning mindset and passion for improving processes and member experience. Tertiary qualifications in business or a related discipline (preferred). 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 – recognising those who demonstrate our values and purpose Talent Referral Program Salary Sacrificing via Superannuation Employee Assistance Program Learning & Development – self-paced learning and 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.
