The role is responsible for supporting the induction, on-boarding, training, coaching and ongoing capability development of Claims Administrators and Case Managers within our Insurance team. The focus is to ensure that a consistent high level of service is delivered to our members and clients, in accordance with agreed Service Level Agreements, regulation requirements and assigned business benchmarks.
The role will work closely with the Team Manager and contribute to the design, development and delivery of training programs to build expertise in our people whilst supporting their ongoing development.
* Hybrid working conditions - 50% in the office per fortnight
* Key role
Key Accountabilities and Main Responsibilities
Strategic Focus
* Provide coaching to uplift performance of Claims Administrators and Case Managers through targeted interventions where performance gaps have been identified and additional support for new starters.
* Support team members to deliver high quality customer service in all interactions with members and clients through training and guidance.
* Support Team Leaders to improve their quality of feedback and communication of best practice to team members.
* Support best practice initiatives to uplift individual and team capability and skillsets.
* Implement strategies to cross-skill team members and enhance process efficiency.
* Proactively engage with Team Manager to ensure delivery materials are accurate, fit for purpose and appropriate for the learner audience.
* Engage with Team Manager to discuss, prioritise, and implement training requirements.
* Assess the effectiveness of technical training programs that are delivered to the business by obtaining feedback from participants, Team Leaders and Operation Managers and make recommendations for updates and improvements.
* Support the facilitation of training programs through alternative delivery methods.
* Contribute to the design, development and continuous improvement of training programs or content.
* Transfer and leverage fund/industry subject matter expertise to team members.
* Assist in providing technical support to team members such as resolving complex customer enquiries, complaints, and escalations.
* Ongoing maintenance of all training material to ensure this meets all regulatory and risk requirements.
* Review and maintain a skills capability matrix of each team to ensure that any gaps in knowledge/skills are identified and remediated.
Operational Management
* Work in partnership with key stakeholders to discuss and prioritise activities across the teams.
* Assess and evaluate the effectiveness of training on meeting business needs.
* Provide technical support to team members in resolving complex customer enquiries, complaints and escalations.
* Investigation and ownership of complex member queries.
* Actively monitor internal support chat queries (remote) or floor (on site) to provide real-time responses to team members.
* Work with other internal teams to identify training gaps and improvement initiatives.
* Align coaching with the existing quality framework.
* Support team members with feedback, support and coaching to develop their capability.
* Assist with change management including communication to staff in meetings.
* Support the wider business as a SME on projects, change initiatives and other ad-hoc duties as required.
* Develop and manage relationships with internal and external stakeholders fostering a team culture that supports our vision and values.
Experience & Personal Attributes
* A coaching mindset with a passion for developing the capability in others.
* Strong communicator with ability to influence others to drive change.
* Personal commitment to and visible role modelling of the organisation's behaviours and values.
* An understanding and awareness of adult learning styles and the ability to tailor approach to meet individual needs.
* Inclusive and collaborative.
* A curious and continuous learning mindset, with a strong desire to continually develop facilitation capability and implement innovative and current practices.
* Significant experience in relevant APAC Operations policies, processes and systems.
* Ability to work under pressure and maintain set target levels.
* Tertiary qualifications in business or a related discipline (not essential, but favourable).
Some of our Employment Benefits:
* Flexible working – 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.
* 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.
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.
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 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 12686
* Job Category Operations
* Posting Date 04/16/2025, 01:57 AM
* Locations Tower 4, 727 Collins Street, Docklands, VIC, 3008, AU
#J-18808-Ljbffr