Senior Incident Manager Role

Mercer; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Mercer is seeking a Senior Incident Manager to join our Operations team in Australia. The role is based in one of our offices in Sydney, Melbourne or Adelaide and operates on a hybrid model requiring at least three days per week in the office.

You will lead end-to-end incident management, perform root cause analyses, coordinate remediation actions, and engage stakeholders across Risk, Compliance, and Technology to ensure effective controls and timely reporting.

Qualifications

• Minimum 5 years’ experience in financial services, preferably with Superannuation and Insurance in Super.
• Relevant tertiary or postgraduate qualification.
• Strong product and business acumen with project leadership experience.
• Excellent stakeholder management and ability to communicate complex topics clearly.
• Self-starter in a small, dynamic team.

Responsibilities

• Manage incidents end-to-end from lodgement through closure in line with Mercer policy.
• Conduct root cause analysis to identify preventive measures and improve controls.
• Oversee remediation activities including impact assessment and communication.
• Coordinate with Risk, Compliance, GSD, Trustee Office, Product and Technology stakeholders.
• Support regulatory reporting and contribute to governance improvements.

Skills

Incident management

Stakeholder management

Root cause analysis

Cross-functional collaboration

Communication skills

Education

Bachelor's degree or higher in relevant field

Tools

Mercer systems (SuperB, Sonata, M-Track)

Job description

We are seeking a talented individual to join our Operations team at Mercer as a Senior Incident Manager working in either 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.

We will count on you to:

• Manage incidents end-to-end from lodgement through to closure in line with Mercer Pacific Incident Management Policy and related procedures.
• Conduct and facilitate root cause analysis to identify preventive measures and improve control environments.
• Oversee rectification activities including impact assessment, remediation planning, member compensation, and communication.
• Coordinate and engage with stakeholders across multiple business functions including Risk, Compliance, GSD, Trustee Office, Product, and Technology.
• Support reporting to regulators and internal stakeholders, draft funding submissions, and contribute to continuous improvement and coaching within the team.

What you need to have:

• Relevant tertiary or postgraduate qualification.
• Minimum 5 years’ experience in the financial services industry, preferably with knowledge of Superannuation and Insurance in Super.
• Strong product and business acumen with proven experience leading small projects or improvement initiatives.
• Excellent stakeholder management, influencing skills, and ability to communicate complex topics clearly.
• Self-starter comfortable working in a small, dynamic team environment.

What makes you stand out:

• Experience in a heavily regulated operations environment.
• Working knowledge of Mercer systems such as SuperB, Sonata, or M-Track.
• Demonstrated ability to coach and support continuous improvement within teams.
• Familiarity with operational risk governance and compliance frameworks.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

About Mercer:

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.

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