Team Leader - Multiple Positions

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

Job summary

Marsh in Adelaide is seeking talented leaders to join our Claims and Administration Operations teams on hybrid roles requiring three in-office days per week. You will oversee day-to-day workflow, coach up to 15 team members and ensure accurate, timely, high-quality service to members and clients.

Responsibilities include workflow planning, capacity management, staff development, recruitment support, monitoring service standards, handling escalations, and driving risk-aware process improvements

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 elevate operational risks, while helping maintain compliance with legal, regulatory and policy requirements

Skills

People leadership

Operations management

Communication

Education

Bachelor's degree in business or related field

Job description

Company:

Description:

We are seeking talented individuals to join our Claims and Administration Operations teams at Mercer Super. These roles will be based in Adelaide. They are hybrid roles that have a requirement of working at least three days a week in the office.

These Team Leader opportunities include both permanent and secondment positions across Claims and Administration Operations. You will lead day-to-day workflow, support a team of up to 15 people and help deliver accurate, timely and high-quality service to members and clients. The roles also play an important part in coaching people, supporting continuous improvement and managing operational risk.

We will count on you to:

• 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 elevate operational risks, while helping maintain compliance with legal, regulatory and policy requirements

What you need to have:

• 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

What makes you stand out:

• Experience in insurance, superannuation or financial services, particularly in operations

• Knowledge of group life insurance administration and superannuation

• AOM accreditation

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.