Team Leader - Claims and Administration Operations

About the role

Mercer Super is looking for Team Leaders to join its Claims and Administration Operations teams in Adelaide. These are hybrid roles requiring at least three days a week in the office, covering both permanent and secondment positions. You will lead day-to-day workflow, support a team of up to 15 people and help deliver accurate, timely and high-quality service to members and clients, while coaching people, supporting continuous improvement and managing operational risk.

Key responsibilities

• Lead the day-to-day running of the team, including workflow planning, capacity management and support for service delivery
• Coach, develop and support direct reports through regular check-ins, performance conversations, feedback and development planning
• Contribute to recruitment, onboarding and probation support so new team members settle in and meet expectations
• Monitor client service standards, manage escalations and complaints, and keep stakeholders informed on operational matters
• Support process improvement, team engagement and business priorities to strengthen member and claimant experience
• Identify, manage and escalate operational risks, while helping maintain compliance with legal, regulatory and policy requirements

Required profile

• Demonstrated experience in people leadership, supervision or team management
• Experience in operations, customer service or administration within a service-led environment
• Bachelor's degree in business, a technical discipline or equivalent experience
• What stands out: experience in insurance, superannuation or financial services, knowledge of group life insurance administration and superannuation, and AOM accreditation

Required skills

• Sound communication, facilitation and stakeholder management skills
• Ability to manage escalations and complaints

What we offer

• Professional development opportunities and interesting work
• A vibrant and inclusive culture with supportive leaders
• A range of career opportunities, benefits and rewards

Candidates must have the right to work in Australia and complete a criminal and bankruptcy check before starting. Marsh, the parent company, is committed to hybrid work, with at least three days per week in the office and an anchor day each week for office-based teams.