Process Manager -- Incidents

Company:

Mercer

Description:

We are seeking a talented individual to join our Administration Operations team at Mercer as the Process Manager – Incidents working in our Sydney, Melbourne or Adelaide office. This is a hybrid role that has a requirement of working at least three days a week in the office.

Process Manager – Incidents (Pacific)

We will count on you to:

• Lead thematic process reviews from incident root-cause analysis to identify and implement process, system and control improvements that reduce incident volumes and member/business impact.

• Act as the conduit between Incidents, Line 1 Risk (Controls Assurance), Data Quality (Novigi), Admin Ops and SMEs to define requirements, embed new controls, update SOPs, and secure control ownership.

• Design and implement improved incident lifecycle workflows, triage/allocation practices, and workforce-management solutions to identify bottlenecks, resource needs and productivity gaps.

• Manage small-scale process changes and support the embedding of centrally delivered transformation initiatives (e.g., Elevate), escalating unmitigated risks or compliance breaches to Risk & Compliance.

• Monitor process performance using Lean/Six-Sigma techniques, remove waste and variation, and ensure processes remain compliant with legislative and regulatory obligations.

What you need to have:

• Bachelor’s degree (or equivalent) and proven operational experience in administration within financial services—ideally superannuation, insurance in super, or investments.

• Demonstrated experience in process management or continuous improvement, with strong analytical, problem-solving and stakeholder-management skills.

• Good understanding of the regulatory/legislative framework applicable to the superannuation industry and operational risk management.

• Excellent verbal and written communication, presentation and facilitation skills, with the ability to update SOPs and drive change across onshore and offshore teams.

What makes you stand out:

• Lean Six Sigma, Agile or equivalent accreditation.

• Experience with incident management, workforce management tools and >

  Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.
  Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.
  Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.