Company:

Mercer

Description:

We are seeking a talented individual to join our Administrations team at Mercer as the Senior Employer Support Specialist working in our Sydney, Melbourne or Brisbane office.  This is a hybrid role that has a requirement of working at least three days a week in the office. 

We will count on you to:

• Deliver expert end-to-end support for employer inquiries, drive process improvements, and mentor junior team members to ensure exceptional employer experience and strong stakeholder outcomes.

• Take ownership of end-to-end employer inquiries and complex transactions, resolving issues accurately and within SLAs to deliver a seamless customer experience.

• Build and strengthen strategic relationships with employers, trustees and internal stakeholders to ensure service levels are met and to surface opportunities for value-added services.

• Mentor and coach junior team members, lead knowledge-sharing, and represent the team in projects and change initiatives to improve processes and outcomes.

• Capture and analyse customer feedback and complaints, escalate trends, and implement improvements while ensuring compliance with relevant regulatory requirements (including AML).

What you need to have:

• RG146 (minimum) or equivalent industry accreditation and relevant industry experience in superannuation or employee benefits operations.

• Proven experience in high-volume, fast-paced employer/client support with strong stakeholder management and client advocacy skills.

• Exceptional verbal and written communication, meticulous attention to detail, and consistent ability to meet performance targets and SLAs.

• Demonstrated ability to mentor or lead others and to own complex customer issues from intake to resolution.

What makes you stand out:

• Diploma of Financial Services (Superannuation) or other relevant qualifications.

• In-depth knowledge of superannuation products, legislation, and related systems/processes (e.g., SuperStream/ATO workflows).

• Experience driving process improvements, participating in projects, and working with third-party platforms such as SuperChoice or QuickSuper.

• Proven track record engaging with GSD/Onshore Admin, Client Executives, Trustees and Project Delivery teams to deliver joined-up outcomes.

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 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.

About Mercer:

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

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. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

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.