Process Manager -- Incidents

Job description

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 tech...