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. The Role The Training Specialist plays a key role in championing customer service excellence across MUFG Retirement Solutions. Working closely with the client’s Learning Team and internal stakeholders, this role is responsible for designing, developing, and delivering high‑quality training, coaching, and communication that uplift capability across the Contact Centre and Operations teams. With a strong focus on adult learning and continuous improvement, the Training Specialist ensures employees are equipped with the knowledge, skills, and confidence to deliver exceptional outcomes for members at every interaction. Key Accountabilities and main responsibilities Design, develop, and deliver engaging training programs covering product, process, systems, legislative changes, and customer service for Contact Centre and Operations teams Facilitate blended, competency‑based training including inductions, technical training, administration, and customer service capability uplift Partner closely with the Client Learning Team and key stakeholders to ensure training aligns with operational requirements and customer outcomes Review, audit, and enhance training materials to ensure accuracy, compliance, consistency, and alignment with brand and legislative requirements Develop process guides, training materials, checklists, process maps, and knowledge articles as required Maintain and continuously update training content, knowledge management systems, and learning collateral Support change initiatives by delivering training and communication as part of project and transformation activities Identify training gaps and improvement opportunities through collaboration with Quality, VOC, and operational teams Use learning technologies and digital tools to enhance training effectiveness and delivery efficiency Act as a subject matter expert supporting projects, change initiatives, and continuous improvement activities Experience & Personal Attributes Demonstrated experience in the design and delivery of effective adult learning and training programs Background in financial services, contact centre, or customer service environments (highly desirable) Prior people leadership or coaching experience Strong facilitation, presentation, and communication skills with the ability to engage diverse audiences Proven ability to build strong working relationships with internal and external stakeholders Highly organised, proactive, and able to manage competing priorities in a fast‑paced environment Creative, solutions‑focused mindset with strong attention to detail Comfortable working through change and influencing outcomes collaboratively Proficiency in Microsoft Office and digital learning tools, including video creation Qualifications (Desirable): Certificate IV in Training and Assessment (TAE) Tertiary qualification in a related discipline RG146 compliance . 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 supportv 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. Background Checks Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.
