Manager, Incident Management

We are seeking a talented individual to join our Risk and Control Advisory team at Mercer Super. This role can be based either in our Sydney or Melbourne office. This is a hybrid role that has a requirement of working at least three days a week in the office.

At Mercer Super, we’re building a safer, smarter, stronger future — for our members, our colleagues, our business partners, and each other. In a world of constant change, risk and compliance are essential. They give us the confidence, control, and clarity to act — and to keep doing the right thing. With strong foundations in place, we’re focused on growing capability, lifting capacity, and creating a future-ready ecosystem where our colleagues feel supported to step up and speak up. We don’t settle for good enough — we ask what better looks like, every day.

If you’re driven by purpose and ready to make an impact, this is your moment.

You’ll join a team with momentum, humility, and a deep belief that better decisions start with great people.

We’re looking for those who care about doing what’s right — for our members, our business, and one another — and who want to help shape the next chapter of superannuation in Australia.

We will count on you to:

Drive continuous improvement and oversee day-to-day operations of incident and issue management processes, ensuring timely identification, recording, and resolution of incidents, issues, and complaints.Facilitate incident response activities, coordinating with various business units and leading incident investigations, root cause analyses, and remediation plans.Conduct regular trend analysis on incidents and complaints, utilizing data analytics tools to provide insights for strategic decision-making.Support the management of the GRC system, ensuring accurate data capture, quality assurance monitoring, and effective training for users.Collaborate with cross-functional teams to ensure compliance with regulatory obligations and enhance the organization’s resilience in managing incidents.

What you need to have:

3+ years of experience in risk management, compliance, and incident management within the superannuation or broader financial services industries.Hands-on experience with GRC systems and a strong understanding of incident management frameworks.Excellent analytical skills with the ability to interpret data and identify trends.Strong attention to detail and effective communication skills.

What makes you stand out:

Tertiary qualifications in a business-related discipline (desirable).Experience in incident management or remediation roles, preferably within the superannuation industry.Familiarity with automated workflows, reporting, and dashboards within GRC systems.Proficiency in Microsoft Office Suite and familiarity with data analysis tools.A proactive approach to problem-solving and the ability to manage multiple tasks in a fast-paced environment.

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 an 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.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan 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.

Marsh McLennan 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 McLennan 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.