Incidents Team Manager

4 weeks ago

Melbourne, Australia Mercer Full time

**Incidents Team Manager**

**What can you expect?**

What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing outstanding career development, learning opportunities, financial rewards and we are committed to making your journey with us FUN.
- _ Voted #1 HR Consulting Company Globally_
- _ Barangaroo, Melbourne CBD (Docklands) or Adelaide Hybrid office and work from home environment_
- _ Great Package _
- _Great time to join this global organisation in Growth Phase _

**What is in it for you?**

At Mercer, we recognize that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more
- Flexible hybrid work environment
- Leading training and development programs
- Professional environment where your career path really matters and is supported in our global organization
- Great team of energetic and supportive colleagues
- Genuine work life balance

**We will count on you to**:
This role is responsible for managing a team of Incident Managers and Rectification Analysts that manage superannuation incidents for a portfolio of clients across Mercer Financial Services. This team are required to manage superannuation incidents from notification to completion and communicate with internal and external stakeholders, such as Client’s Trustees, Client Service Managers, Risk and Compliance Team and Legal Counsel. The primary function of the role is to research and analyse facts and information, to formulate strategies to facilitate a resolution.

As a key member of the Business Support extended leadership group, the Team Manager is responsible for delivering customer service excellence, along with driving and supporting operational change and efficiency. In this role, the Team Manager will build a positive and enthusiastic team culture and ensure staff retention and engagement levels remain high within the team(s) reporting through to them.

The Team Manager contributes to continued productivity improvement through workforce management, quality and innovation within their teams, the Business Support department and across the wider Operations business.

Primary duties include workforce planning, monitoring compliance and SLA’s within the team, managing all internal and external audits, and ongoing monitoring of the teams quality to develop continuous improvement strategies. This includes collaboration with other internal departments to consider end-to-end administration.

Within the role it will be also a requirement to manage high profile and complex superannuation incidents across the portfolio with the support of the team.

The incumbent will influence others towards a continuous improvement culture in a highly member-led organization. They will also take ownership of the resolution of incidents and complex complaints where required

**Responsibilities;**

**Leadership**
- Set acceptable work standards, clear expectations, and results management for direct reports
- Drive best practice behaviour
- Embracing, supporting and promoting Mercer culture of continuous development
- Mentoring, coaching and training as applicable
- Performance management when required
- Set roles, position descriptions and team tasks
- Responsibility for recruitment and retention of team members
- Resource allocation, staffing needs and negotiation for resources

**Incident Workflow and SLA’s**
- Perform investigations to determine the factors that contributed to the incident and how these could be rectified going forward
- Identify and agree rectification activities and drive through to implementation
- Management and resolution of all cases within agreed service standards including preparation of formal response letters to members
- Act as liaison between Legal Counsel, Client Services, and the Trustee on all cases in progress
- Lead client meetings to discuss key Incidents and their status
- Assist Incident Officers with other clients as required
- Lead co-ordination of resolution of multi-fund Incidents
- Deliver customer and client services in accordance with the Service Level Agreement
- Have a thorough understanding of the services for which their teams/Centre of Excellence is responsible for across the portfolio of clients
- Identify service requests that are outside the SLA and manage with appropriate team

**Quality**
- Monitoring quality of the team that encompasses evaluating internal production pr

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