Hybrid Team Lead: Claims & Admin Ops

Mercer; Adelaide; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Mercer is seeking skilled Team Leaders for the Claims and Administration Operations groups in Adelaide. These hybrid positions involve leading day-to-day workflows, coaching up to 15 team members, and ensuring accurate, timely service to members and clients.

You will contribute to recruitment, onboarding, performance conversations and continuous improvement while managing operational risk. The roles require experience in people leadership and in operations or customer service within a

Qualifications

• Demonstrated experience in people leadership, supervision or team management.
• Experience in operations, customer service or administration within a service-led environment.
• Sound communication, facilitation and stakeholder management skills.
• A bachelor's degree in business, a technical discipline or equivalent experience.

Responsibilities

• Lead the day-to-day running of your team, including workflow planning, capacity management and support for service delivery.
• Coach, develop and support direct reports through regular check-ins, performance conversations, feedback and development planning.
• Contribute to recruitment, onboarding and probation support to help new team members settle in and meet expectations.
• Monitor client service standards, manage escalations and complaints, and keep stakeholders informed on operational matters.
• Support process improvement, team engagement and business priorities to strengthen member and claimant experience.
• Identify, manage and

Skills

People leadership

Operations

Customer service

Communication

Education

Bachelor's degree in business or technical discipline

Job description

Mercer is seeking skilled Team Leaders for the Claims and Administration Operations groups in Adelaide. These hybrid positions involve leading day-to-day workflows, coaching up to 15 team members, and ensuring accurate, timely service to members and clients.

You will contribute to recruitment, onboarding, performance conversations and continuous improvement while managing operational risk. The roles require experience in people leadership and in operations or customer service within a