Contact Centre Manager

Location: Docklands, VICEmployment Type: Full-time Lead, Inspire, and Transform Member Experience Are you a dynamic leader with a passion for delivering exceptional customer service? We’re looking for a Contact Centre Manager to lead high-performing teams and shape the future of our contact centre operations. This is a fast-paced, continuously evolving role where you’ll drive strategic outcomes, champion service excellence, and create a culture of engagement and innovation. What You’ll Do Lead and develop Contact Centre teams to achieve service levels and operational goals. Drive a culture of engagement, motivation, and continuous improvement. Oversee multi-channel customer contact operations (Phone, Email, Chat, Correspondence). Build strong relationships with clients and internal stakeholders to ensure service consistency. Implement Service Excellence initiatives to improve quality, performance, and efficiency. Manage risk and compliance across all processes and ensure adherence to statutory regulations. Support Team Leaders in people management and career development. Champion change and innovation, adapting to new technologies and processes. What You’ll Bring Minimum 5 years’ operational management experience in high-volume environments. Proven ability to lead and develop high-performing teams. Strong stakeholder engagement and relationship-building skills. Excellent communication and negotiation skills. Strategic mindset with strong commercial acumen. Experience driving change and managing through ambiguity. Knowledge of superannuation legislation and industry best practice (desirable). Proficiency in MS Office and strong analytical/problem‑solving skills. Previous experience managing Team Leaders and delivering customer‑centric solutions. Why join us? Career Development: Grow your leadership skills with access to training and advancement opportunities. Make a Difference: Play a key role in shaping member experiences and improving retirement outcomes. Flexible Working Arrangements: Enjoy work-life balance with hybrid options and adaptable schedules. Collaborative Culture: Join a supportive team that values innovation, inclusion, and continuous improvement. Ready to lead and make a difference? Apply now and help us deliver exceptional service to our members. About Us 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. About the Team Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate. By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients. MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values. 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 the MUFG Pension & Market Services journey 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. 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. Job Info Job Identification 14064 Posting Date 12/12/2025, 04:46 AM Apply Before 01/31/2026, 04:46 AM Locations Tower 4, 727 Collins Street, Docklands, VIC, 3008, AU #J-18808-Ljbffr