Service Quality Strategic Enablement Lead

Overview:

The Service Quality Strategic Enablement Lead is responsible for enhancing service quality performance by implementing business insights and improving risk management. This role aligns with the MUFG Quality Management Policy Framework (QMPF) to strengthen first-line risk and elevate both internal and client service quality. Additionally, the lead will drive initiatives for service quality improvements, ensuring better consistency, efficiency, and effectiveness in quality checking systems. The role also supports the final phase of centralising business units in scope.

• Melbourne or Sydney location 
• Hybrid working conditions 
• Supportive team 

Key Responsibilities:

Strategic Focus:

• Develop and maintain service quality reporting to address gaps and improve risk insights.
• Drive the completion of Quality Centralisation for all remaining business units.
• Enhance visibility of service quality performance and improve policy adherence.
• Lead continuous improvement initiatives to integrate quality into future business changes.
• Build strong internal and external stakeholder relationships and anticipate service quality challenges.

Operational Management:

• Focus on enhancing member service quality at every touchpoint.
• Support the Service Quality Manager to maintain consistency and efficiency across processes.
• Collaborate with teams to standardise and improve quality checking procedures.
• Implement initiatives to reduce rework by 10% and increase service quality outcomes.
• Ensure compliance with processes, controls, and quality assurance standards.
• Facilitate engagement with key stakeholders to drive best practices.

People Leadership:

• Champion a culture of high performance, learning, and accountability in line with MUFG’s core values.
• Promote engagement and employee development while supporting career goals.
• Support the implementation of revised quality KPIs to improve operational resilience.

Governance & Risk:

• Develop and maintain a Service Quality initiatives plan with business and risk leaders.
• Support a proactive risk management and compliance culture, ensuring adherence to all regulations.
• Handle escalations and inquiries promptly, ensuring operational risks are managed effectively.

Experience & Qualifications:

• 3+ years of experience in financial services with a business-related degree.
• Strong analytical, engagement, and problem-solving abilities.
• Excellent communication skills (both verbal and written).
• Proven experience in quality assurance or first-line risk roles.
• Ability to collaborate effectively and build strong relationships.
• Strong attention to detail and ability to think strategically.
• Prioritisation, time management, and ability to meet tight deadlines.
• Experience in driving continuous improvement and managing change.
• Proficiency in MS Office and other relevant software tools.
• Previous experience in operational risk, compliance, or related disciplines is a plus.
• Formal qualification in business management or related field is desirable.

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
• 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 @ 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.