Senior Manager, Service Quality

Senior Manager, Service Quality

Join a superannuation leader backed by global scale, local expertise and a commitment to innovation.

MUFG Pension & Market Services is Australia’s leading superannuation administrator — partnering with some of the largest and most recognisable funds in the country. Here, you’ll shape industry‑defining work, influence client outcomes, and build your career within a business that combines a proud history with the energy of a fast‑growing global organisation.

This is a senior operational leadership role responsible for overseeing day‑to‑day execution of service quality and first line risk activities, embedding operational resilience, and ensuring service outcomes remain within the Board’s risk appetite.

Role Overview

As Senior Manager, Service Quality, you will lead the centralised Quality Control function and act as 2IC to the Head of Capability & Business Enablement. You will be accountable for service quality outcomes across RS IT and operational delivery, balancing risk management, operational execution, stakeholder engagement and people leadership.

You will work closely with senior business leaders, the RS First Line Risk team and Group IT to ensure risks are identified, assessed and managed effectively, while continuously uplifting service quality, client outcomes and operational resilience.

This role suits an experienced senior leader from superannuation or financial services with a strong background in service management, operational risk and leading leaders.

Key Responsibilities

• Lead the end‑to‑end service quality and quality control function, ensuring compliance with internal frameworks, MUFG Quality standards and client contractual obligations.
• Provide senior operational leadership, managing day‑to‑day service delivery risks, escalations and performance across complex environments.
• Partner with the RS First Line Risk team to embed risk management disciplines, enhance quality frameworks and strengthen operational resilience.
• Drive stakeholder management at a senior level, acting as the primary point of contact for internal leaders, Group IT teams and external clients on service quality outcomes.
• Lead and develop a high‑performing team of Quality Control Team Leaders and Specialists, with a strong focus on capability uplift, engagement and succession planning.
• Identify and execute opportunities to streamline processes, challenge existing frameworks where appropriate and improve SLA adherence.
• Leverage automation and AI solutions to reduce manual effort, improve control effectiveness and mitigate operational risk.
• Establish robust reporting, governance and feedback loops that provide visibility of performance, risks and quality outcomes and support continuous improvement.

About You

You are a senior operations leader with deep experience in service management within superannuation or financial services, comfortable operating in complex, regulated environments.

You bring:

• Proven senior leadership experience in superannuation or financial services operations
• Strong background in service management, quality, assurance or operational risk
• Experience leading leaders and building high‑performing, engaged teams
• Advanced stakeholder management capability across business, risk and technology functions
• Strong understanding of the regulatory landscape governing superannuation
• Experience operating across onshore and offshore delivery models
• A continuous improvement mindset, with exposure to process optimisation, automation or AI‑enabled solutions
• Excellent communication skills with the ability to influence at senior levels

Desirable

• RG146
• Tertiary qualification in business management or a related discipline

Some of Our Employment Benefits

• Flexible working – hybrid model enabling work from office and 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
• Employee discounts (including Bupa and Microsoft)
• Novated car leasing

Our Culture

We are an inclusive employer whose people work collaboratively. We value diverse perspectives and promote a flexible, blended work environment where our people can thrive and their wellbeing is supported. We believe diversity drives better client outcomes, continuous improvement and growth.

We treat all individuals fairly and equitably and do not discriminate on the basis of gender, gender identity, sexual orientation, age, ethnicity, cultural background, disability, religious or political belief, marital or family status or caring responsibilities.

How to Apply

Ready to take the next step in your career?
Apply now with your resume and a detailed cover letter outlining your experience and suitability for the role.

Candidates must have appropriate work rights to be considered. Background screening will apply.

 

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. 

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences. 

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.