About the role
The CRM Business Specialist is responsible for supporting the delivery, continuous improvement, and operational excellence of the Retirement Solutions (RS) business CRM product for superannuation funds. This role acts as a bridge between business stakeholders and technical teams, ensuring that client needs are understood, documented, and translated into actionable requirements.
The specialist drives product enhancements, manages client communications, oversees testing activities, and monitors data integrity to maintain system health and compliance. The position requires strong analytical skills, stakeholder engagement, and a proactive approach to problem-solving. The CRM Business Specialist also acts as the Product Owner for the RS business CRM product, ensuring strategic alignment and prioritization of enhancements and fixes.
Key Accountabilities and main responsibilities
* Act as Product Owner for RS business CRM, ensuring alignment with business strategy and client needs.
* Drive continuous improvement initiatives across CRM and CCP platforms to enhance client experience and system performance.
* Contribute to strategic planning and roadmap development through cross-functional collaboration and data-driven insights.
* Monitor industry trends and Microsoft Dynamics 365 updates to inform product evolution and innovation.
* Oversee end-to-end delivery of CRM releases, including requirements gathering, testing, and deployment.
* Manage client communications, support queries, and training to ensure smooth adoption and satisfaction.
* Monitor Power BI dashboards to assess data integrity, system health, and compliance with retention policies.
* Coordinate with technical teams to resolve issues, optimize performance, and maintain secure integrations.
* Build strong relationships with internal stakeholders, clients, and cross-functional teams to foster collaboration.
* Lead client education sessions and develop user guides to empower users and promote best practices.
* Support knowledge sharing across business units to build CRM capability and maturity.
* Ensure CRM and CCP platforms comply with data integrity, security, and regulatory standards.
* Participate in annual license and storage reviews, providing recommendations based on usage and risk analysis.
* Maintain clear and accurate documentation, release notes, and audit trails for all product changes.
* Collaborate with governance, architecture, and DevOps teams to uphold system reliability and risk mitigation protocols.
Experience & Personal Attributes
* 3+ years experience in a CRM-focused business role, preferably with Microsoft Dynamics 365, ideally in the superannuation industry.
* Proven experience in UAT/PVT, requirements gathering, and client training.
* Strong understanding of Microsoft Dynamics 365 CRM functionality and proficiency in Power BI for reporting and data analysis.
* Basic SQL skills for querying and analyzing CRM-related data and familiarity with Power Platform components (Power Apps, Power Automate) is desirable.
* Knowledge of data integrity principles and storage optimization strategies.
* Excellent communication and stakeholder management skills.
* Strong analytical and problem-solving abilities.
* Ability to write clear documentation, release notes, and user guides and to work collaboratively in a cross-functional environment.
* Microsoft certifications in Dynamics 365 or Power Platform are advantageous.
* Bachelor's degree in Business, Information Systems, or related field (or equivalent experience).
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 support
* 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. Successful applicants will be required to complete background screening including police check and employment history check prior to commencement of employment.
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.
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.