Team Leader, Client & Member Services - Insurance
We are seeking a talented Team Leader to join our Administration Services team at Mercer.
This role will be based in Wollongong.
This is a hybrid role and Mercer offers flexible working arrangements.
Responsibilities
Lead, manage, and supervise an insurance superannuation administration team, ensuring high performance and adherence to service standards.
Provide operational direction to day-to-day activities including responses to requests for information/services.
Oversee team plans, budgets, and resource management while providing timely reports to senior management.
Drive continuous improvement initiatives, manage risks, and implement business process enhancements.
Maintain strong relationships with clients and stakeholders to resolve operational issues promptly.
Ensure compliance with industry legislation, service level agreements, and quality standards.
Drive the performance of all employees within the team.
As trustee delegate for our client, assess and approve the early release of benefits for various insurance claim types.
Qualifications
Tertiary qualifications in management, business, or a relevant discipline, or equivalent experience.
Proven experience leading teams in a high-volume operational environment, preferably within superannuation, banking, finance, or insurance.
Strong knowledge of superannuation legislation and industry practices.
Excellent communication, presentation, and facilitation skills.
Experience managing Service Level Agreements and utilising workflow management tools to optimise team performance.
Standout Skills
Demonstrated ability to foster a customer-centric culture and drive team performance improvements.
Experience in budgeting, resource planning, and producing management reports.
Ability to work effectively with senior management and across diverse teams.
Skilled in risk management, compliance, and continuous improvement methodologies.
Knowledge of the SIS Act, Regulations and APRA best practice papers pertaining to Insurance in Superannuation.
Benefits
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.
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.
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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