ProcessManager–Incidents

## Company: Mercer ## ## Description: We are seeking a talented individual to join our **Administration Operations** team at **Mercer** as the **Process Manager – Incidents** working in 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. **Process Manager – Incidents (Pacific)** **We will count on you to:** * Lead thematic process reviews from incident root-cause analysis to identify and implement process, system and control improvements that reduce incident volumes and member/business impact. * Act as the conduit between Incidents, Line 1 Risk (Controls Assurance), Data Quality (Novigi), Admin Ops and SMEs to define requirements, embed new controls, update SOPs, and secure control ownership. * Design and implement improved incident lifecycle workflows, triage/allocation practices, and workforce-management solutions to identify bottlenecks, resource needs and productivity gaps. * Manage small-scale process changes and support the embedding of centrally delivered transformation initiatives (e.g., Elevate), escalating unmitigated risks or compliance breaches to Risk & Compliance. * Monitor process performance using Lean/Six-Sigma techniques, remove waste and variation, and ensure processes remain compliant with legislative and regulatory obligations. **What you need to have:** * Bachelor’s degree (or equivalent) and proven operational experience in administration within financial services—ideally superannuation, insurance in super, or investments. * Demonstrated experience in process management or continuous improvement, with strong analytical, problem-solving and stakeholder-management skills. * Good understanding of the regulatory/legislative framework applicable to the superannuation industry and operational risk management. * Excellent verbal and written communication, presentation and facilitation skills, with the ability to update SOPs and drive change across onshore and