Senior Manager, Service Quality
About the job
The Senior Manager, Service Quality is a pivotal job within MUFG Pension & Market Services, Australia’s leading superannuation administrator. This position focuses on overseeing service quality and first line risk activities, ensuring that operational resilience is embedded and service outcomes align with the Board’s risk appetite. The team thrives on collaboration, innovation, and a commitment to continuous improvement.
You'll be responsible for
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Leading the service quality function
Overseeing the end-to-end service quality and quality control function, ensuring compliance with internal frameworks and client obligations.🛡️
Managing day-to-day service delivery risks
Providing senior operational leadership, managing escalations and performance across complex environments.🔗
Partnering with the RS First Line Risk team
Embedding risk management disciplines and enhancing quality frameworks to strengthen operational resilience.Key criteria
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Proven senior leadership experience in superannuation or financial services
Demonstrated ability to lead operations in regulated environments.View
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Strong background in service management and operational risk
Expertise in quality assurance and risk management practices.View
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Advanced stakeholder management skills
Experience engaging with senior leaders across various functions.View
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