Incident Resolution Team Leader

4 days ago

Wollongong, Australia Mercer Full time

**Incident Resolution Team Leader**

**What can you expect?**

Utilising your incident management experience and high-level understanding of superannuation, you will lead a highly motivated and experienced incident resolution team to ensure effective customer-focused team performance against agreed service level standards.

You will bring value to customers and internal stakeholders by ensuring the team takes adequate actions to remediate and, conduct thorough root cause analysis, on business incidents to prevent reoccurrence.

We offer a flexible hybrid work environment.

**What is in it for you?**

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 support 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:

- Gym membership
- Discounted insurances
- Employee Assistance Program
- Flexible working arrangements
- Community Volunteer Leave

**We will count on you to**:

- Provide leadership, management and act as the escalation point to the Incident Resolution team including review and approval of incident closures
- Manage and drive the performance of all employees within the team
- Provide operational direction to day-to-day activities for the team; ensure effective records are kept of incidents and produce internal and client reports as required
- Review or monitor projects and process changes to improve the efficiency and/or effectiveness of service delivery
- Manage and mentor employees to maximise efficiency, productivity, and individual performance.

**What you need to have**:

- Demonstrated knowledge and understanding of legislation relevant to the superannuation industry
- Demonstrated experience leading and/or managing teams within a high-volume environment, preferably within the superannuation, banking and finance, insurance or similar industry
- Demonstrated ability to develop and maintain relationships with key stakeholders at all levels within the business
- Ability to drive team performance, initiative and improvement with a customer-centric focus
- Demonstrated ability to work within targets and deadlines including a strong understanding of workflow practices required to meet service standards.

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, gender identity or any other characteristic protected by applicable law.

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