Team Manager Incidents - Complex and High Risk

Company:Mercer

Description:

We are seeking a talented individual to join our Risk & Incidents team at Mercer Pacific. This role will be based in Sydney, Melbourne or Adelaide. This is a hybrid role that has a requirement of working at least three days a week in the office.

This is a leadership role within Admin Operations focused on managing the most complex, sensitive and high-risk incidents end to end. You will lead a specialist team, partner with senior stakeholders and help strengthen incident management, control uplift and risk outcomes across the business.

We will count on you to:

• Lead the end-to-end management of complex and high risk incidents, including assessment, escalation, governance, remediation and closure

• Provide direction on severity classification, impact analysis, stakeholder coordination and decision-making across multiple business units

• Oversee root cause analysis, corrective and preventative actions, and closure evidence to ensure matters are resolved thoroughly and sustainably

• Review remediation approaches, including member impact assessment, compensation considerations and communication plans

• Coach, develop and support Senior Incident Managers and Rectification Analysts to build capability and maintain high standards of delivery

• Contribute to reporting, governance papers, executive updates and continuous improvement initiatives that strengthen incident and control practices

What you need to have:

• Relevant tertiary qualification or equivalent professional experience

• Significant experience in financial services operations, incident management, operational risk, remediation or a related discipline

• Demonstrated people leadership experience, including coaching specialists and managing work across competing priorities

• Experience working with senior stakeholders across multiple business areas in a regulated environment

• Sound understanding of risk management principles, incident governance and legislative or regulatory obligations in financial services

• Strong analytical skills, sound judgement and the ability to make risk-based decisions in complex situations

What makes you stand out:

• Experience in control testing, control assurance, control design uplift or related control improvement activity

• Background in superannuation, insurance in super or administration operations

• Working knowledge of administration and incident systems such as SuperB, Sonata, M-Track or similar platforms

• Lean Six Sigma, agile, operational risk, control testing or incident management training

• Experience improving incident management processes, templates, reporting or quality assurance practices

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being

About Mercer:

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.