Head of Service Delivery

Job description

Head of Service Delivery (Operations) Location: Melbourne | Hybrid: At MUFG Retirement Solutions, we partner with some of Australia’s largest superannuation funds to deliver critical services that impact millions of members. This is a role where operational leadership meets transformation—where you don’t just run a function, you shape how service is delivered. We’re looking for a Head of Service Delivery (Operations) to lead, evolve and elevate our service model—moving from traditional contact centre structures to a multi-skilled, end-to-end member experience model. Why this role matters: This isn’t a steady-state leadership role, you’ll stepping into a function that: You’ll operate at the intersection of client delivery, operations, and transformation, with accountability for both performance today and redesign for the future. - Delivers at scale today - Needs to transform tomorrow - Sits directly in front of sophisticated super fund clients What you’ll own: Service Delivery Strategy & Transformation: - Shape and execute a member-centric, multi-channel service strategy - Transition the operating model to multi-skilled, end-to-end ownership of member journeys - Embed continuous imp...