Team Manager Incidents - Complex and High Risk
HybridSydney, New South Wales, Australia or Adelaide, South Australia, Australia
Job Summary
Lead the end-to-end management of complex, high-risk incidents, including assessment, escalation, governance, remediation, and closure. Provide direction on severity classification, impact analysis, and stakeholder coordination across multiple business units. Oversee root cause analysis, corrective actions, and closure evidence to ensure sustainable resolution. Coach and develop Senior Incident Managers and Rectification Analysts to maintain high delivery standards. Contribute to reporting, governance papers, and continuous improvement initiatives that strengthen incident and control practices. This leadership role supports risk outcomes and control uplift within Mercer Pacific's Risk & Incidents team.
Required Qualifications
- Relevant tertiary qualification or equivalent professional experience
- Significant experience in financial services operations, incident management, operational risk, remediation or a related discipline
- Demonstrated people leadership experience, including coaching specialists and managing work across competing priorities
- Experience working with senior stakeholders across multiple business areas in a regulated environment
- Sound understanding of risk management principles, incident governance and legislative or regulatory obligations in financial services
- Strong analytical skills, sound judgement and the ability to make risk-based decisions in complex situations
- Must be based in Sydney, Melbourne or Adelaide
- Must be available to work at least three days a week in the office
- Must have the appropriate approval to work in Australia
- Must be willing to complete a Criminal & Bankruptcy check prior to commencing of employment
Desired Qualifications
- Experience in control testing, control assurance, control design uplift or related control improvement activity
- Background in superannuation, insurance in super or administration operations
- Working knowledge of administration and incident systems such as SuperB, Sonata, M-Track or similar platforms
- Lean Six Sigma, agile, operational risk, control testing or incident management training
- Experience improving incident management processes, templates, reporting or quality assurance practices
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