Overview
The individual will lead a team responsible for identifying the business processes, analyse and determine the process changes due to transition, document the as-is and to be processes and drive process improvements across the business to improve key performance indicators (Cost, Quality, Duration and Member Experience).
Key Accountabilities and main responsibilities
Strategic Focus
Support the Transition Project team to drive agreed project and business outcomes.
Assist the team in design of process improvement initiatives to enable better business processes and drive efficiencies.
Promote a culture of high performance and continuous improvement that values learning and a commitment to quality in line with MUFG's core values.
Operational Management
Assist the team with business readiness activities.
Design and develop accurate and user-centric contents that could include legislative contents, call scripts, process maps, procedure documents, system user guides, checklists, and other operational support materials.
Document quality and detailed procedures that can be easily updated and used to train new people.
Review and dissect as is process to ensure optimal to be processes.
Conduct post implementation reviews to ensure deliverables are being met and achieving benefits.
Ensure key business changes and updates pertaining to the industry, legislation, processes, and procedures are considered in line with current initiatives.
People Leadership
Engage with stakeholders to map processes and gain better understanding of requirements so that changes can be implemented effectively.
Leading, motivating and developing a team of Knowledge Management.
Role model MUFG values & actively contribute to the Knowledge Management function and the broader RS team.
Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line MUFG's core values.
Actively develop team members to performance in role, set goals and develop clear plans to achieve their personal goals and overall business objectives.
Provide regular feedback, recognition, coaching and direction throughout the year to enhance performance and growth, and realign goals with changing business priorities.
Actively work with stakeholders to assist in changing processes and implement changes to achieve organisational success.
Governance & Risk
Promote a culture of risk awareness and proactive identification of potential issues.
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
Experience
6 to 9 years of experience into Knowledge Management role.
Manage escalations and enquiries from all stakeholders with urgency.
Demonstrated experience in Technical Writing, Process mapping, Procedure documentation and improvement initiatives.
Strong experience using MS Suite of products (including Visio, SharePoint)
Tertiary qualifications in Business or a related discipline.
Lean Six Sigma accreditation.
Personal Attributes
Demonstrated ability to collaborate with multiple stakeholders across the business.
Comfortable working in a demanding environment with multiple projects requiring project management and effective time management.
Demonstrates business acumen and has a keen interest in the financial services industry.
Creative, good analytical and solutions orientated with high attention to detail.
Flexible and adaptable with a positive collaborative approach to teamwork, Strong communicator with the ability to influence others.
Ability to work under pressure, use initiative, be self-motivated, proactive, and resilient.
Adaptable and flexible in approach, with a proven ability to quickly adapt as the organisation's needs evolve.
A curious and continuous improvement mindset, with a strong desire to continually develop.
Inclusive and collaborative.
Ability to deal with ambiguity and change in role direction and focus when required to support the business need.
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.
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.
