Mercer
Incident&ComplaintManager
“Incident & Complaint Manager at Mercer. Skills: Incident Management, Complaint Resolution, Root Cause Analysis. Manage incidents end-to-end. Lead complaint investigations and resolutions”
What You'll Achieve.
remediation planning; impact assessment; member compensation; communications; prepare formal member response letters; ensure all cases meet service standards; implement preventative measures to improve controls and reduce recurrence; driving rectification activities to completion
Industry & Context.
analytical and problem-solving skills; demonstrated ability to conduct root cause analysis
Criminal & Bankruptcy check
What They're Looking For.
Must Have
RG146 compliance, Extensive operational experience in financial services, Proven hands-on experience with Mercer systems (SuperB, M-Track, Mercer Window) and Frank, knowledge of superannuation legislative and operational requirements, analytical and problem-solving skills, demonstrated ability to conduct root cause analysis, excellent written and oral communication, Ability to prioritise and manage multiple projects independently
Nice to Have
Experience liaising directly with Trustees, Legal Counsel and external client representatives on remediation and complaint matters, Experience drafting funding submissions, managing member compensation programs, driving rectification activities to completion, Track record of delivering process improvements, coaching team members, strengthening control environments, Previous experience within Mercer or large superannuation administration operations
What You'll Do.
Manage incidents end-to-end
Lead complaint investigations and resolutions
Conduct and facilitate root cause analysis
Coordinate and communicate with stakeholders
Maintain accurate records and reporting
How You'll Work.
Team & Collaboration
Coordinate and communicate with stakeholders across Compliance, GSD, Trustee Office, Product, Technology, Legal Counsel and Client; provide regular updates to internal stakeholders and Trustees; contribute to continuous improvement and team coaching
Communication Scope
excellent written and oral communication; communicate with stakeholders; provide regular updates
Process & Methodology
Ability to prioritise and manage multiple projects independently
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