Process Manager -- Incidents
AU017 Mercer Outsourcing (Australia) Pty Ltd
📍 Barangaroo, New South Wales, Australia
Job Description
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 bott...