Marsh & McLennan Process & Knowledge Manager in Melbourne, Australia

With an enviable reputation in superannuation and financial advice, Mercer is in the business of putting customers at the centre of everything we do, investing members’ money to create the best possible retirement outcomes. The Process and Knowledge manager is integral to the successful operations of our customer team. This role has a significant impact on the quality of work that is produced and impacts on each and every customer. If you are highly motivated with excellent organizational, communication and interpersonal skills, and are passionate about building people’s knowledge and enjoy optimizing process change, then this could be the role for you!

About the Role: This position has full ownership and accountability for all procedures and controls within the relevant Centre of Excellence (CoE), including responsibility for building the team’s skills, training and capability to ensure a consistent approach to processing and a superior customer service is achieved. The Process & Knowledge Manager will oversee, manage and maintain all process documentation and standard operating procedures for the CoE.

The role will be responsible for:

Ensure standard operating procedures within the relevant Centre of Excellence are maintained and developed where applicable

Act as subject matter expert for all changes impacting CoE process

Act as the key contact for internal and external auditors for queries relating to the team’s processes

Ensuring all process gaps are identified and rectified to reasonably reduce the amount of Incidents and E&Os within the CoE

Identify opportunities to improve process and knowledge to reduce GOSS escalations

Collaborate with Centre of Excellence Managers to identify critical process issues and work to remedy any gaps Qualifications

Minimum 3-5 years superannuation experience

Extensive operational knowledge and experience within administration

Previous experience in a process management or process improvement role

Project management experience preferred

In-depth knowledge of administration processes relating to the Centre of Excellence

Show initiative and enjoy working in a team environment

Excellent verbal and written communication, presentation and facilitation skills

Strong analytical and problem-solving skills If this sounds like the challenge you are looking for, APPLY now to Alby Allison by clicking on the link below! This is your chance to be a part of a dynamic and supportive team in a successful organisation while being provided with a range of health, wealth and lifestyle benefits.

About Mercer At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We’re in the business of creating more secure and rewarding futures for our clients and their employees — whether we’re designing affordable health plans, assuring income for retirement or aligning workers with workforce needs. Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future. We see people’s current and future needs through a lens of innovation, and our holistic view, specialized expertise, and deep analytical rigor underpin each and every idea and solution we offer. For more than 70 years, we’ve turned our insights into actions, enabling people around the globe to live, work, and retire well. At Mercer, we say we Make Tomorrow, Today.

Applications will only be accepted from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete Criminal Record and Bankruptcy check prior to commencement of employment.

Mercer is an equal opportunity employer committed to embracing a diverse and inclusive work environment. We aim to attract and retain the best people regardless of their gender, marital/parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity.

Please note should your resume be shortlisted, you will receive a link from HireVue to complete a digital video interview as part of the recruitment process. Once you have completed and returned the HireVue video interview a member of our Talent Acquisition team will make contact with you within two weeks. We hope you enjoy the process and look forward to viewing your interview very soon.