Team Lead

**Team Lead - Client Member Services**

Join a global company and world leader in Financial Services where we put the member at the center of everything we do.

**What can you expect?**

At Mercer, we recognise that our most important asset is our people. We offer a great team environment with energetic and supportive colleagues as well as programs that foster career development to support and nurture you with every opportunity to reach your full potential.

We recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering a range of health, wealth and lifestyle benefits which include:

- Employee Assistance Program.
- Flexible working arrangements.
- Community Volunteer Leave.

**Position Summary**:
Provide leadership, management and supervision to a superannuation administration team, ensuring effective member-focused team performance against agreed service standards. Establish and maintain employee performance criteria, manage resource and cost centre management through effective budgeting; and produce timely management reports for the information of senior management. Deliver business process improvements, identify and mitigate risks and recommend solutions to issues arising.

**In **this role, you will be responsible for**:
**People management;**
- Provide leadership, management and supervision to a superannuation administration services team that is responsible for end-to-end superannuation processing and/or related specialist activities (e.g. contributions and refunds, benefit payments, member maintenance, insurance, document management).
- Responsible for managing and driving the performance of all employees within the team; monitoring team performance against the Service Level Agreement (SLA) and other agreed indicators.
- Lead the preparation, implementation and review of team plans/budgets, ensuring consistency with broad corporate directions and Divisional priorities; provide management and/or ad hoc reports to the Operations Leader on team performance and any key or emerging issues and risks.
- Provide operational direction to day-to-day activities including responses to requests for information/service and appropriate record keeping across the team in accordance with policies, procedures, plans and agreed administrative service standards.
- Manage and mentor employees to maximise efficiency, productivity and individual performance; model ethical and transparent decision-making and foster a cooperative working environment where expertise is shared; provide regular performance and development feedback across the team.

**Deliver the function within Service Level Agreements;**
- Manage the administrative performance of the team against key service level agreements, by ensuring business performance and workflow management plans are in place to achieve required service results
- Oversee the implementation of business processes/procedures, workflows and resource utilisation to maximise team productivity and ensure operational support needs are met; negotiate solutions to improve team performance.
- Review or monitor projects and process changes to improve the efficiency and effectiveness of administrative service delivery; lead the design and implementation of change management strategies to facilitate continuous improvement; collaborate across teams to achieve process consistency and integration (as appropriate); contribute lessons learned and resolve issues/disputes that arise.
- Develop and maintain cooperative, productive and professional working relationships with clients (where appropriate), employers, members, advisers and other key stakeholders to facilitate the prompt resolution of operational issues arising; ensure the appropriate distribution of information across the team; represent Mercer on committees and forums as required.
- Actively contribute to business planning, systems development, risk management and the development of service standards; provide technical or specialist advice to leadership on areas of responsibility.
- Maintain detailed, current knowledge of superannuation industry, legislation, products/services, including relevant scheme rules and associated policies.

**Quality and Continuous Improvement**;
- Actively participate in the timely identification, analysis, assessment and treatment of operational risks; work effectively with internal and external auditors and take appropriate action to improve business processes and controls.
- Responsible for ensuring the work undertaken to deal with any incidents, breaches and/or complaints are effectively dealt with in a timely manner.
- Review compliance with recordkeeping standards and systems to ensure the accurate, timely and safe storage of information; ensure that team responses to requests for information/services are consistent with agreed policies, procedures and targets.
- Drive a continuous improvement culture by fostering an environment where colleagues actively raise continu