National Complaints Manager

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.



Overview

This role will effectively manage, end to end, the complaints resolution procedures and activities for MUFG Corporate Markets with the focus on developing, maintaining and providing a robust and transparent complaints process both internally to key stakeholders and externally to Investors and External Dispute Resolution providers.
This role will play the pivotal tole of effective complaints management and identify process improvements and provide coaching to internal members.
Key Accountabilities and main responsibilities
Strategic Focus

• Manage complaints resolution procedures and activities for MUFG Corporate Markets
• Develop, maintain and provide a robust and transparent complaints process both internally to key stakeholders and externally to Investors and External Dispute Resolution providers
• Provide complaints resolution reporting, analysis and business strategies to BU Managers and MUFG Corporate Markets Senior Leadership

Operational Management

• Support best practice initiatives, questioning processes and seeking customer feedback to continually improve current practices, procedures and service offerings
• Ensure that the data integrity and associated reporting process operate and run smoothly for the complaints management process
• Identify, record and respond to complaints received in the business
• Coordinate with the business to ensure all appropriate actions are completed in a timely manner to assist with effective complaint responses
• Ensure that all complaints are attended to within client and registry Service Level Agreements
• Develop and complete daily, weekly and monthly complaints reporting at various reporting levels throughout the organisation
• Oversee resolution and reporting of all National Enquiry Logs (NEL) in line with agreed business and client expectations
• Manage the complaints handling and resolution committee

People Leadership

• Provide effective communication with complainants to enable mutually satisfactory outcomes to be achieved
• Liaise with complainants as appropriate during the course of complaint rectification
• Identify training and system development opportunities from complaints analysis
• Working closely with internal business units to drive business requirement resulting in satisfactory complaint resolution

Governance & Risk

• Ensure that any permanent corrective actions are identified and recommendations are made to the business to reduce risk of repeat activity
• Support the business and key business/external stakeholders across suspicious matter reporting (SMR) investigations and requirements
• Analyse complaints received for systemic or compliance related issues to be escalated as appropriate
• Act as the point of contact and liaison with External Dispute Resolution bodies (Financial Ombudsman Service – Australian Financial Complaints Authority)
• Point of contact and liaison with Financial Crimes Unit and the Key business stakeholders
• Manage the implementation and successful business delivery across RG 271 reporting and compliance requirements
• Ensuring business awareness/ training across Corporate Markets staff across RG 271

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

• Efficient and effective delivery of services to investors and other key stakeholder groups
• Satisfactory and timely resolution of all complaints and suspicious matters
• Strong attention to detail
• Exceptional written and verbal communication skills
• Achievement of MUFG Corporate Markets’ core values as well personal development and performance goals
• Contribution to group objectives – e.g. zero Self Insured Claims target and performance against KPIs
• Efficient and effective delivery of services on a day-to-day basis
• Able to work to / coordinate conflicting deadlines, pick up work and shift priorities to assist with meeting team deadlines
• Taking ownership and accountability to see complaints and SMR’s through
• Ability to drive investigations and provide business focused solutions across internal key stakeholders