Complaints Manager

2 weeks ago

Melbourne, Australia Mercer Full time

**Complaints 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_
- _ Prestigious Melbourne CBD (Docklands) or Wollongong office _
- _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**:
**People management and the day to day running of the team**:

- Manage workflow and team capacity using ComplaintsPro and other methodologies.
- Ensure work in team is completely accurately and delivered on time in line with SLAs
- Demonstrate Mercer’s PRIIDE values and drive a team culture which celebrates our values and puts high quality, positive customer service and outcomes front of mind for all staff in your team
- underperforming staff are managed appropriately
- Hold regular team meetings to discuss workflow, capacity, quality, continuous improvement and resourcing issues
- Identify development opportunities for staff and implement plans as appropriate
- Manage recruitment requirements in conjunction with HR
- Identify any “hand-offs” to and from other teams (e.g. Helpline) and work with appropriate colleagues to reduce the incidence of hand-offs

**Complaints Management**:

- Perform investigations to determine the factors that contributed to the complaint and proposed resolution.
- 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 and the SCT.
- Direct liaison with the Trustee for all cases in progress.
- Act as liaison between Legal Counsel, Client Services, and the Trustee on all cases in progress.
- Raise incidents on Scout where an incident is identified and work closely with the incident officer to support resolution of the item as it relates to the complaint response.
- Identify areas of operational risk based on the nature of complaints received and recommend process and system improvement in order to mitigate the risk of recurrence.
- Identify opportunities for improvement to streamline the complaints management process.
- Support projects as SME as required
- Record all complaint information in systems and folders as per prescribed processes
- Maintain integrity of data to aid in accurate, complete and timely provision of reports to internal and external stakeholders

**What you need to have**:
**Education**
- Tertiary qualification
- RG146 compliant

**Experience**
- 3 to 5 years' experience in corporate superannuation preferred
- Experience in an operations compliance environment

**Knowledge & Skills**
- Excellent leadership skills
- A champion for customer-centric servicing
- A passionate people leader
- Excellent verbal and written communication, presentation, and facilitation skills
- Ability to drive team performance
- Show initiative and enjoy working in a team environment
- Strong knowledge of superannuation legislative and operational requirements
- Demonstrated analytical skills/problem solving skills
- Demonstrated communication skills including presentation, report writing and negotiation skills

**About us**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.

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