Team Leader, Operations

Overview The Senior Team Leader (STL) will play a pivotal role in managing day-to-day operations and ensuring that team performance aligns with business objectives and service level agreements (SLAs). Acting as a critical link between management and frontline team members, the STL will provide strategic direction, hands-on mentoring, and continuous support to drive high-quality outcomes. Their leadership will foster accountability, collaboration, and a culture of continuous improvement within the team.
Key Accountabilities and main responsibilities Strategic Focus

• Optimize resource allocation across processes and projects to maximize efficiency and impact.
• Take ownership of back-office operations, ensuring seamless execution and continuous improvement.
• Cultivate a team culture focused on understanding and meeting customer needs.
• Assist manager in achieving targets including headcount and all variable operating costs within agreed budget for team.
• Take leadership role in independently managing back-office operations
• Establish self as a valued partner and work closely to achieve goals defined
• Help knowledge management endeavour by sharing process knowledge and best practices within the teams
• Lead various quality initiatives across processes managed.
• Responsible for Business continuity, transformation, and various audits.
• Taking initiatives in driving department level activities by working with HR/ L&D and other support function and shouldering responsibility of the manager.

Operational Management

• Proactively assist the team in identifying and eliminating roadblocks by collaborating with global and technology teams.
• Hold sessions with the team to communicate any changes, issues, procedures changes
• Assist other teams across the business as required.
• Conducting investigations on counterparties for any adverse information, reputational risk issues, inappropriate practices, or behaviour on the part of the counterparty.
• Conducting risk assessments and applying risk categories to new counterparties.
• Ensure timely update of KOP and sign off completed.
• Ensure the team achieves agreed KPI & SLA.
• Oversee and contribute to activities and develop a plan to accomplish them.
• Distribute information to team members and stakeholders.
• Keep track of various tasks, employees, and documents.
• Prepare the monthly performance review deck for the department and present the same.
• Manage escalations and seek to resolve them to the satisfaction of the customer and client.

People Leadership

• Handle a team of 10-15 team members responsible for managing Superannuation Administration.
• Encourage an environment of transparency and need based information sharing within the team, by implementing regular team meetings and communication processes.
• Provide clear direction and set measurable goals for the team, ensuring alignment with business priorities.
• Manage the performance of team members by coaching, providing regular & constructive feedback on performance, and completing performance management processes within agreed timeframes.
• Understand risks and apply this knowledge to risk metrics. Maintain Effective backup for the team members to achieve deliverables.

Governance & Risk

• Regularly review work practices/procedures to identify opportunities to improve quality and/or productivity.
• Timely review existing processes and Monitor the work of team members to ensure that the team is compliant with legal, regulatory, policy and business requirements.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes Experience 

• 5+ Years in Operations role with Minimum 2 years in a people management. 
• Strong background in managing daily operations with a focus on meeting SLAs, quality, and productivity targets.
• In-depth knowledge of the Australian Superannuation industry and team’s functional processes, with the ability to identify improvement opportunities.
• Experience in coordinating with internal and external stakeholders, managing escalations, and providing updates.
• Proven experience in leading teams, including task allocation, performance tracking, and coaching.
• Experience in guiding new joiners, conducting process trainings, and identifying development needs.
• Have worked on continuous improvement projects in previous experience and should be able to deliver the cost efficiency save to the organisation.
• Ability to analyse performance metrics, quality trends, and implement corrective actions as needed.

Personal Attributes

• Excellent interpersonal skills – ability to network and earn confidence of diverse client personnel management of MUFG India based operations team
• Ability to work under pressure, handle multiple priorities and work as part of the team
• Excellent presentation and communication skills (written and verbal) 
• Leads by example, motivates the team, and takes ownership of outcomes.
• Clear, confident, and professional in both verbal and written interactions.
• Responsible and dependable, with a strong sense of commitment to team goals.
• Makes timely and sound decisions, even under pressure.
• Proactive in identifying issues and implementing effective solutions.
• Works well with diverse teams and fosters a supportive work environment.
• Focused on accuracy, compliance, and quality in task execution.

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.