Senior Incident Manager

We are seeking a talented individual to join our Operations team at Mercer as a Senior Incident Manager working in either our Sydney, Melbourne or Adelaide 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 through to closure in line with Mercer Pacific Incident Management Policy and related procedures.
Conduct and facilitate root cause analysis to identify preventive measures and improve control environments.
Oversee rectification activities including impact assessment, remediation planning, member compensation, and communication.
Coordinate and engage with stakeholders across multiple business functions including Risk, Compliance, GSD, Trustee Office, Product, and Technology.
Support reporting to regulators and internal stakeholders, draft funding submissions, and contribute to continuous improvement and coaching within the team.





What you need to have:
Relevant tertiary or postgraduate qualification.
Minimum 5 years’ experience in the financial services industry, preferably with knowledge of Superannuation and Insurance in Super.
Strong product and business acumen with proven experience leading small projects or improvement initiatives.
Excellent stakeholder management, influencing skills, and ability to communicate complex topics clearly.
Self-starter comfortable working in a small, energetic team setting.

What makes you stand out:
Experience in a heavily regulated operations setting.
Working knowledge of Mercer systems such as SuperB, Sonata, or M-Track.
Demonstrated ability to coach and support continuous improvement within teams.
Familiarity with operational risk governance and compliance frameworks.

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📌 Senior Incident Manager Role Melbourne
🏢 Mercer
📍 Melbourne