Team Leader, Complaints

Link Group

Join a superannuation leader backed by global scale, local expertise and a commitment to innovation.

MUFG Pension & Market Services is Australia’s leading superannuation administrator — partnering with some of the largest and most recognisable funds in the country. Here, you’ll shape industry‑defining work, influence client outcomes, and build your career within a business that combines a proud history with the energy of a fast‑growing global organisation. We are seeking an experienced leader to oversee complaints management within our Retirement Solutions business, driving high‑quality outcomes for clients, regulators and members.

About the Role

This is a leadership role responsible for leading a specialised team delivering best‑practice complaints management across superannuation and insurance products. You will play a key role in strengthening client relationships, managing regulatory obligations, and driving continuous improvement in customer outcomes.

Key Responsibilities

Lead and manage the end‑to‑end complaints function, ensuring delivery of service standards, regulatory obligations and client expectations
Provide oversight and quality assurance of complaint handling , including monitoring case workflows and outcomes
Partner closely with key internal stakeholders, clients and regulators to deliver strong, member‑centric outcomes
Influence client strategy and strengthen partnerships through expert advice on complaints trends and member servicing
Drive continuous improvement initiatives to enhance processes, efficiency and customer experience
Lead, coach and develop a high‑performing team, fostering engagement, accountability and capability uplift
Ensure compliance with AFSL requirements, regulatory frameworks and risk management practices , including incident management
Prepare and deliver client reporting and insights , including presenting to senior stakeholders

About You

You are an experienced superannuation professional with deep expertise in complaints management and a strong understanding of regulatory and insurance frameworks.

Proven experience leading complaints teams within superannuation , ideally with exposure to insurance products
Strong understanding of regulatory requirements and regulator engagement (e.g. AFCA, ASIC)
Demonstrated ability to manage and influence senior stakeholders and client relationships
Experience driving quality assurance, governance and continuous improvement initiatives
A confident communicator with strong presentation and reporting skills
Proven people leadership capability, with experience coaching and developing teams
Strong commercial acumen and ability to manage competing priorities in a fast‑paced environment
Relevant qualifications in finance, superannuation, or RG146/RG27 highly regarded

Some of our Employment Benefits

Flexible Working – hybrid model 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 Company purpose.
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 at 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.

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.

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.

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.