Service Manager, Insurance Administration, Exits & Underwriting

The Role

The role of the Service Manager - Insurance Administration, Exits and Underwriting is to lead Insurance Services teams servicing clients, members & claimants through out the insurance journey, with overall responsibility for direct and indirect reports.

The Service Manager will oversee the delivery of key strategic and operational goals of the Insurance Services team, building strategic relationships with clients and internal MUFG Pension and Market Services stakeholders to ensure clients receive excellent service delivery, consistency, and quality. The focus for this role is to manage payments, exits and underwriting.

Key Accountabilities and main responsibilities

• Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership
• Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
• Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy
• Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service
• Driving change and adapting to new technology and processes induced by the business / technology cycle
• Ensure that all interactions and activities are oriented to the claimant/member experience
• Ensure all teams work within the agreed operating model and all decisions are made within agreed authority limits
• Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
• Implement and embed any initiatives to improve quality, performance and efficiency of the teams to facilitate best practice.
• Maximise achievement of key performance targets
• Leverage life insurance industry knowledge to improve member and claimant experience.
• Leading, motivating and developing a team of Insurance Services staff
• Support and assist Team Leaders with their people management functions and responsibilities
• Ensure all people management responsibilities for the teams are completed effectively and on time
• Create and drive an organisational culture where employees are engaged and motivated to develop and meet their potential, career goals and the organisation's goals
• Promote a OneLink culture within the team, encouraging collaboration and leveraging expertise across the business area to deliver exceptional results
• Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link Group's core values
• Ensure the development of a risk management culture, and effectively limit risk exposure to Link Group with strategies to mitigate risk
• Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
• Liaising with multiple internal departments to ensure processes are executed in the best interest of the member
• Foster a proactive risk and compliance culture within the team and ensure all risk and compliance reporting and assurance obligations are met
• Maintain awareness of the regulatory environment with respect to team functions
• Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place

• Minimum 5 years' life insurance leadership experience in large volume businesses - preferably in claims or underwriting
• Ability to engage with senior stakeholders (both internally and externally)
• Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals
• Ability to lead change and manage through ambiguity
• Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential
• Excellent negotiation and communication skills both verbal and written, including the ability to adapt communications to meet the needs of different audiences
• Ability to build strong customer relationships and deliver customer centric solutions
• Proven customer focus and a strategic mindset
• Strong analytical and problem solving skills and methodologies
• Strong quality assurance and staff development focus
• Ability to set clear goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments
• Ability to effectively understand and manage operational risk
• Client management experience
• Knowledge of Superannuation and insurance including legislation and best practice
• Previous experience managing Team Leaders / Team Managers
• Strong MS Office skills in Word, Excel, PowerPoint

• Formal tertiary qualification in business management or related discipline
• Membership with relevant industry bodies (ALUCA, ASFA etc)

• 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 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

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 and Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.

About Us

MUFG Pension & Market Services is a global, digitally enabled business 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.

About the Team

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.