Join to apply for the National Complaints Manager role at MUFG Pension & Market Services2 days ago Be among the first 25 applicantsJoin to apply for the National Complaints Manager role at MUFG Pension & Market ServicesDirect message the job poster from MUFG Pension & Market ServicesA 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.OverviewThis role will effectively manage, end to end, the complaints resolution procedures and activities for MUFG Corporate Markets with the focus on developing, maintaining and providing a robust and transparent complaints process both internally to key stakeholders and externally to Investors and External Dispute Resolution providers.This role will play the pivotal tole of effective complaints management and identify process improvements and provide coaching to internal members.Key Accountabilities and main responsibilitiesStrategic FocusManage complaints resolution procedures and activities for MUFG Corporate MarketsDevelop, maintain and provide a robust and transparent complaints process both internally to key stakeholders and externally to Investors and External Dispute Resolution providersProvide complaints resolution reporting, analysis and business strategies to BU Managers and MUFG Corporate Markets Senior LeadershipOperational ManagementSupport best practice initiatives, questioning processes and seeking customer feedback to continually improve current practices, procedures and service offeringsEnsure that the data integrity and associated reporting process operate and run smoothly for the complaints management processIdentify, record and respond to complaints received in the businessCoordinate with the business to ensure all appropriate actions are completed in a timely manner to assist with effective complaint responsesEnsure that all complaints are attended to within client and registry Service Level AgreementsDevelop and complete daily, weekly and monthly complaints reporting at various reporting levels throughout the organisationOversee resolution and reporting of all National Enquiry Logs (NEL) in line with agreed business and client expectationsManage the complaints handling and resolution committeePeople LeadershipProvide effective communication with complainants to enable mutually satisfactory outcomes to be achievedLiaise with complainants as appropriate during the course of complaint rectificationIdentify training and system development opportunities from complaints analysisWorking closely with internal business units to drive business requirement resulting in satisfactory complaint resolutionGovernance & RiskEnsure that any permanent corrective actions are identified and recommendations are made to the business to reduce risk of repeat activitySupport the business and key business/external stakeholders across suspicious matter reporting (SMR) investigations and requirementsAnalyse complaints received for systemic or compliance related issues to be escalated as appropriateAct as the point of contact and liaison with External Dispute Resolution bodies (Financial Ombudsman Service – Australian Financial Complaints Authority)Point of contact and liaison with Financial Crimes Unit and the Key business stakeholdersManage the implementation and successful business delivery across RG 271 reporting and compliance requirementsEnsuring business awareness/ training across Corporate Markets staff across RG 271The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.Experience & Personal AttributesEfficient and effective delivery of services to investors and other key stakeholder groupsSatisfactory and timely resolution of all complaints and suspicious mattersStrong attention to detailExceptional written and verbal communication skillsAchievement of MUFG Corporate Markets’ core values as well personal development and performance goalsContribution to group objectives – e.g. zero Self Insured Claims target and performance against KPIsEfficient and effective delivery of services on a day-to-day basisAble to work to / coordinate conflicting deadlines, pick up work and shift priorities to assist with meeting team deadlinesTaking ownership and accountability to see complaints and SMR’s throughAbility to drive investigations and provide business focused solutions across internal key stakeholdersSeniority levelSeniority levelNot ApplicableEmployment typeEmployment typeFull-timeJob functionJob functionCustomer ServiceReferrals increase your chances of interviewing at MUFG Pension & Market Services by 2xGet notified about new Complaints Manager jobs in Parramatta, New South Wales, Australia.Millers Point, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia A$90,000.00-A$120,000.00 3 weeks agoCustomer Service Manager - 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