Incident and Complaint Manager
We are seeking a talented individual to join our Wealth Consumer team at Mercer as the Incident and Complaint Manager working in our Melbourne office. This is a hybrid role that has a requirement of working at least three days a week in the office.
We will count on you to:
Manage incidents end-to-end from lodgement to closure within agreed SLAs and Incident Management Policy, including remediation planning, impact assessment, member compensation and communications.
Lead complaint investigations and resolutions, prepare formal member response letters, collate case documentation and ensure all cases meet service standards.
Conduct and facilitate root cause analysis and implement preventative measures to improve controls and reduce recurrence.
Coordinate and communicate with stakeholders across Compliance, GSD, Trustee Office, Product, Technology, Legal Counsel and Client Services; provide regular updates to internal stakeholders and Trustees.
Maintain accurate records and reporting in systems and folders, support reporting to stakeholders and contribute to continuous improvement and team coaching.
What you need to have:
Relevant tertiary or postgraduate qualification and RG146 compliance.
Extensive operational experience in financial services, preferably within corporate superannuation.
Proven hands-on experience with Mercer systems (SuperB, M-Track, Mercer Window) and Frank, plus strong knowledge of superannuation legislative and operational requirements.
Strong analytical and problem-solving skills demonstrated ability to conduct root cause analysis, and excellent written and oral communication.
Ability to prioritise and manage multiple projects independently in a demanding environment.
What makes you stand out:
Experience liaising directly with Trustees, Legal Counsel and external client representatives on remediation and complaint matters.
Experience drafting funding submissions, managing member compensation programs and driving rectification activities to completion.
Track record of delivering process improvements, coaching team members and strengthening control environments.
Previous experience within Mercer or large superannuation administration operations.
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 Marsh:
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.