Description Overview To assist the Team Leader by monitoring workflow and providing support and coaching to the team members, to ensure that daily administration and operational tasks are completed within service standards and quality measures and to ensure an exceptional level of service is provided to customers. There will also be a requirement to provide processing assistance to the operational areas as required. Hybrid working conditions- 50% in the office per fortnight Career pathways Melbourne location Key Accountabilities and main responsibilities Provide support to the team and the Team Leader to ensure individual and team goals are achieved Work allocation and follow up of team members to ensure they are meeting efficiency and quality targets, and daily services standards are met and maintained. Complete reporting requirements to clients or trustees Managing complaints and incidents, escalations and investigations to ensure a response/resolution is provided in a timely manner Support, train and mentor others providing product knowledge and best practice advise to assist in their development Complete assigned administration tasks within agreed service standards and quality measures Provide superior service to all stakeholders by ensuring service level agreements and quality standards are met Complete Data Integrity and managed QA framework to ensure processing standards meet quality levels by achieving 98% quality work across all elements of the team Ensure compliance with all legislative, financial, policy, procedural and quality requirements Participate and complete pre and post system for enhancements on an as needed basis Communicate effectively with internal and external stakeholders to resolve enquiries Contact members and employers as needed to successful complete requests Complete adjustments and investigations as appropriate and as instructed Actively participate as a member of the team providing support to other areas of the business as required Comply with all company policies, values and procedures Suggest and identify improvement that will aim in increasing efficiency and quality standards across the business Participate as a positive member of the team by co-operating with others to achieve the team’s goals Experience & Personal Attributes Experience in the financial services industry Desirable Qualifications Business degree or relevant experience ASFA Certificate / Diploma of Superannuation Management PS146 compliant Comprehensive knowledge of superannuation legislation and administrative procedures (ideally a minimum of 3 years’ experience) Accuracy and attention to detail Sound understanding of financial information Ability to think laterally Excellent communication skills, both verbal and written Excellent organisational and interpersonal skills Excellent investigative and problem-solving skills Excellent Word and Excel skills 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 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.