Service Operations Manager

Shape the future of service excellence. Lead with purpose. Deliver with impact.

MUFG Retirement Solutions is seeking a dynamic and experienced Service Operations Manager to lead our high-performing Services Teams. This is a fast-paced, continuously evolving role where your leadership will directly influence the experience of our clients and members. If you're passionate about operational excellence, customer-centricity, and strategic leadership, we want to hear from you.

About The Role

As the Service Operations Manager, you will be responsible for overseeing service delivery across multiple channels including administration and correspondence. You’ll drive strategic and operational goals, foster strong relationships with clients and internal stakeholders, and champion a culture of continuous improvement and high performance.

Key Responsibilities

Strategic Leadership

• Build and lead high-performing teams aligned with organisational goals.
• Collaborate with senior leaders to shape and execute strategic direction.
• Drive continuous improvement and innovation across service operations.
• Cultivate strong relationships with internal and external stakeholders.

Operational Excellence

• Ensure all service interactions are member-focused and quality-driven.
• Embed strategic initiatives to enhance performance and efficiency.
• Maintain compliance with processes, procedures, and regulatory standards.
• Manage risk and ensure robust controls are in place.

People Management

• Inspire and develop teams through effective coaching and leadership.
• Support Team Leaders in managing performance and development.
• Promote a culture of collaboration, learning, and customer-centricity.
• Lead change and foster adaptability in a dynamic environment.

Governance & Risk

• Champion a proactive risk and compliance culture.
• Ensure adherence to regulatory frameworks and incident management protocols.
• Monitor and report on risk exposure and mitigation strategies.

About You

You’re a strategic thinker with a passion for service excellence and a proven ability to lead teams through change. You thrive in complex environments and bring a strong commercial mindset to everything you do.

Essential Experience & Attributes

• Minimum 5 years’ operational management experience in high-volume environments.
• Proven ability to build and lead high-performing teams.
• Strong stakeholder engagement and relationship management skills.
• Demonstrated leadership in change management and innovation.
• Excellent communication, negotiation, and analytical skills.
• Deep understanding of operational risk and compliance.
• Knowledge of superannuation legislation and best practice.
• Experience managing Team Leaders / Managers.

Why Join MUFG Retirement Solutions?

We’re committed to delivering exceptional outcomes for our members and clients. You’ll be part of a collaborative, values-driven organisation that supports innovation, growth, and career development. Join us and make a meaningful impact.

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.