Senior Product Owner, Client Communications

Overview

The Client Communications Product Owner is responsible for owning and delivering
the day to day product backlog for MUFG’s client and member communications
capabilities, ensuring communications solutions are reliable, compliant,
scalable, and aligned to agreed product strategy and operational priorities.
Sitting within the Omnichannel / Transformation domain, this role acts as the
bridge between business stakeholders, communications operations, and technology
delivery teams. The Product Owner translates the strategic direction for client
communications into executable backlog items, configuration changes, and
platform enhancements across digital and print correspondence channels.
The role focuses on execution, prioritisation, and continuous improvement,
ensuring transactional, regulatory, and client specific communications are
delivered accurately, efficiently, and consistently, while supporting broader
transformation objectives such as automation, standardisation, cost to serve
reduction, and improved client experience.

Key Accountabilities and main responsibilities

• Strategic Leadership & Vision
  Own the execution of the Client Communications product vision by translating
  the agreed strategy, principles, and roadmap into clear priorities, backlog
  items, and delivery outcomes across digital and print correspondence channels.
  Act as guardians of end to end communications capability from a delivery
  perspective, ensuring solutions support consistent, accurate, compliant, and
  scalable client and member communications aligned to MUFG’s broader
  transformation agenda.
  Partner closely with Communications Account Managers, Core Domain and
  Transformation leadership to ensure delivery priorities reflect strategic
  intent, regulatory obligations, cost to serve objectives, and agreed client
  outcomes, while maintaining a strong focus on execution feasibility.
  Embed standardisation and reuse as core design principles, driving consistent
  communication templates, content structures, and delivery patterns to
  minimise duplication and support multi client scalability.
  Champion automation first and digital by default outcomes, shaping delivery
  decisions that reduce manual effort, improve straight through processing, and
  modernise the client communications ecosystem over time.
  Ensure regulatory, risk, and compliance considerations are embedded into
  delivery decisions, working proactively with Risk and Legal stakeholders to
  uphold legislative and contractual obligations across all correspondence
  outputs.
  Continuously evaluate communications performance and capability gaps, using
  operational insights to inform backlog prioritisation, incremental
  improvement, and longer term roadmap evolution.
  Managing the cost allocation for the purposes of invoicing/recovery and
  governance of the financial reporting for member communications across all
  funds including gathering of data various third party/vendors, business
  stakeholders and IT.
• Delivery and execution
  Own and manage the Client Communications delivery backlog, translating
  business, regulatory, and operational requirements into clear, prioritised
  user stories, acceptance criteria, and delivery objectives across digital and
  print correspondence platforms.
  Drive end to end delivery of communications enhancements and changes, working
  closely with Technology, Operations, Vendors, and Shared Services to ensure
  solutions are delivered on time, to quality, and in line with agreed scope
  and priorities.
  Lead agile delivery ceremonies (including backlog refinement, sprint
  planning, reviews, and showcases) to maintain momentum, manage dependencies,
  and ensure delivery teams are aligned to business outcomes.
  Collaborate with Operations and Service teams to prioritise defect
  resolution, regulatory updates, and continuous improvement initiatives that
  maintain accuracy, timeliness, and service level performance of
  communications outputs.
  Actively manage dependencies and risks across upstream systems (e.g. core
  administration, workflow, CRM) and downstream delivery partners to ensure
  communications solutions integrate seamlessly within the broader omnichannel
  ecosystem.
  Monitor delivery outcomes and operational performance, using insights from
  incidents, volumes, turnaround times, and rework drivers to inform backlog
  prioritisation and incremental improvement.
  Support change adoption and enablement, partnering with business stakeholders
  to ensure delivered communications capabilities are embedded effectively into
  day to day operations.
• People Leadership
  Provide leadership to communications delivery and product team members,
  including mentoring, capability uplift, and performance management.
  Build a culture of accountability, continuous improvement, and strong
  attention to detail.
  Ensure teams understand how communications initiatives link to MUFG’s
  strategic priorities and transformation outcomes.
• Stakeholder Engagement
  Act as the primary delivery interface for Client Communications with internal
  stakeholders across Operations, Technology, Client Delivery, Risk, and
  Transformation, ensuring shared understanding of priorities, dependencies,
  and delivery outcomes.
  Partner closely with Product Management and Transformation leaders to align
  backlog priorities with strategic intent, regulatory requirements, and client
  outcomes, while providing clear visibility of delivery constraints and trade
  offs.
  Work collaboratively with Operations and Service teams to ensure
  communications solutions meet day to day operational needs, service level
  expectations, and volume demands, incorporating operational feedback into
  prioritisation decisions.
  Engage Risk, Compliance, and Legal stakeholders early in the delivery
  lifecycle, ensuring correspondence changes adhere to legislative,
  contractual, and audit requirements and that risks are identified and managed
  proactively.
  Provide clear, consistent communication to stakeholders on backlog
  priorities, delivery progress, dependencies, risks, and upcoming changes,
  supporting effective governance and informed decision making.
  Support client facing and governance forums by preparing delivery focused
  updates on communications performance, incidents, and improvement
  initiatives, where required and in partnership with Client Account Managers.
  Act as an escalation point for delivery related communications issues,
  coordinating resolution across business, technical teams, and external
  partners to minimise impact on client and member outcomes.

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

Required
Significant experience (10+ years) in customer communications, correspondence
management, or related product/operations roles within financial services or
superannuation.
Strong understanding of superannuation administration processes and
legislative requirements.
Proven experience managing large‑scale, high‑volume transactional
communications.
Demonstrated capability in document composition, data‑driven correspondence,
and information management.
Experience aligning technology‑enabled solutions to core business processes.
Strong commercial acumen, including vendor and SLA management.
Exceptional attention to detail and commitment to quality.
Strong communication and influencing skills, with the ability to engage
senior internal and external stakeholders.

Desirable
Experience in product management, business systems analysis, or
transformation roles.
Exposure to automation or digital communications platforms.
Familiarity with process mapping, structured analysis, and visual modelling
techniques.
Understanding of project or delivery management methodologies.

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
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development – including education assistance
• Employee discounts – 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.

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.