Team Manager Incidents - Complex and High RiskFull timeHybrid1d ago , from Marsh & McLennan Companies MMCWe are seeking a talented individual to join our Risk & Incidents team at Mercer Pacific.
This role will be based in Sydney, Melbourne or Adelaide.
This is a hybrid role that has a requirement of working at least three days a week in the office.This is a leadership role within Admin Operations focused on managing the most complex, sensitive and high-risk incidents end to end.
You will lead a specialist team, partner with senior stakeholders and help strengthen incident management, control uplift and risk outcomes across the business.We will count on you to:Lead the end-to-end management of complex and high risk incidents, including assessment, escalation, governance, remediation and closureProvide direction on severity classification, impact analysis, stakeholder coordination and decision-making across multiple business unitsOversee root cause analysis, corrective and preventative actions, and closure evidence to ensure matters are resolved thoroughly and sustainablyReview remediation approaches, including member impact assessment, compensation considerations and communication plansCoach, develop and support Senior Incident Managers and Rectification Analysts to build capability and maintain high standards of deliveryContribute to reporting, governance papers, executive updates and continuous improvement initiatives that strengthen incident and control practicesWhat you need to have:Relevant tertiary qualification or equivalent professional experienceSignificant experience in financial services operations, incident management, operational risk, remediation or a related disciplineDemonstrated people leadership experience, including coaching specialists and managing work across competing prioritiesExperience working with senior stakeholders across multiple business areas in a regulated environmentSound understanding of risk management principles, incident governance and legislative or regulatory obligations in financial servicesStrong analytical skills, sound judgement and the ability to make risk-based decisions in complex situationsWhat makes you stand out:Experience in control testing, control assurance, control design uplift or related control improvement activityBackground in superannuation, insurance in super or administration operationsWorking knowledge of administration and incident systems such as SuperB, Sonata, M-Track or similar platformsLean Six Sigma, agile, operational risk, control testing or Incident management trainingExperience improving incident management processes, templates,



reporting or quality assurance practicesWhy join our team:We help you be your best through professional development opportunities, interesting work and supportive leadersWe foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communitiesOur scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-beingAbout Mercer:Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries.
With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective.
For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.Company:MercerDescription:We are seeking a talented individual to join our Risk & Incidents team at Mercer Pacific.
This role will be based in Sydney, Melbourne or Adelaide.
This is a hybrid role that has a requirement of working at least three days a week in the office.This is a leadership role within Admin Operations focused on managing the most complex, sensitive and high-risk incidents end to end.
You will lead a specialist team, partner with senior stakeholders and help strengthen incident management, control uplift and risk outcomes across the business.We will count on you to:Lead the end-to-end management of complex and high risk incidents, including assessment, escalation, governance, remediation and closureProvide direction on severity classification, impact analysis, stakeholder coordination and decision-making across multiple business unitsOversee root cause analysis, corrective and preventative actions, and closure evidence to ensure matters are resolved thoroughly and sustainablyReview remediation approaches, including member impact assessment, compensation considerations and communication plansCoach, develop and support Senior Incident Managers and Rectification Analysts to build capability and maintain high standards of deliveryContribute to reporting, governance papers,



executive updates and continuous improvement initiatives that strengthen incident and control practicesWhat you need to have:Relevant tertiary qualification or equivalent professional experienceSignificant experience in financial services operations, incident management, operational risk, remediation or a related disciplineDemonstrated people leadership experience, including coaching specialists and managing work across competing prioritiesExperience working with senior stakeholders across multiple business areas in a regulated environmentSound understanding of risk management principles, incident governance and legislative or regulatory obligations in financial servicesStrong analytical skills, sound judgement and the ability to make risk-based decisions in complex situationsWhat makes you stand out:Experience in control testing, control assurance, control design uplift or related control improvement activityBackground in superannuation, insurance in super or administration operationsWorking knowledge of administration and incident systems such as SuperB, Sonata, M-Track or similar platformsLean Six Sigma, agile, operational risk, control testing or Incident management trainingExperience improving incident management processes, templates, reporting or quality assurance practicesWhy join our team:We help you be your best through professional development opportunities, interesting work and supportive leadersWe foster a vibrant and inclusive culture where you can work with talented colleagues to create recent solutions and have impact for colleagues, clients and communitiesOur scale enables us to provide a range of career opportunities, as well as advantages and rewards to enhance your well-beingAbout Mercer:Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries.
With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective.
For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.Marsh is committed to creating a diverse, inclusive and flexible work environment.
We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law
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📌 Team Manager Incidents - Complex And High Risk (New South Wales)
🏢 AU017 Mercer Outsourcing (Australia
📍 New South Wales