Incident & Complaint Manager

Job description

Company: Mercer Description: Incident and Complaint Manager We are seeking a talented individual to join our Wealth Consumer team at Mercer as the Incident and Complaint Manager working in our Melbourne 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 to closure within agreed SLAs and Incident Management Policy, including remediation planning, impact assessment, member compensation and communications. Lead complaint investigations and resolutions, prepare formal member response letters, collate case documentation and ensure all cases meet service standards. Conduct and facilitate root cause analysis and implement preventative measures to improve controls and reduce recurrence. Coordinate and communicate with stakeholders across Compliance, GSD, Trustee Office, Product, Technology, Legal Counsel and Client Services; provide regular updates to internal stakeholders and Trustees. Maintain accurate records and reporting in systems and folders, support reporting to stakeholders and contribute to continuous improvement and team coaching. What you need to have: Rele...