At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

Role Summary

The Middle Office Operations Manager is responsible for ensuring operational excellence, risk control, and continuous improvement across outsourced middle office services. Acting as the primary contact for functional queries, the role supports incident management and performance monitoring, drives change initiatives, and fosters strong engagement with both the Front Office and the middle office service provider.

This is a 12mth Fixed Term Contract.

Key Responsibilities

1. Functional Oversight & Query Resolution

• Monitor, validate, and resolve day-to-day queries and escalations from front office stakeholders and the middle office service provider.
• Navigate Aladdin and work with the service provider to solve issues / queries raised by Front Office in a timely manner.
• Act as the central escalation point for complex query resolutions across outsourced middle office services.

2. Incident & Risk Management

• Serve as the functional contact for incident management and notifiable events, ensuring ownership and tracking of remedial actions.
• Manage the Risk Control Self-Assessment (RCSA) review process for the middle office service provider.
• Support the implementation of audit and risk assurance actions arising from the team, ensuring there is a robust assessment and reporting process in place.

3. Performance Monitoring & Service Quality

• Support the evaluation of ongoing operational performance of the middle office service provider, benchmarking performance against Aladdin community peers and escalating to Supplier Management where Amber / Red.
• Participate in or lead supplier service meetings to support ongoing service delivery enhancements.
• Provide feedback to Supplier Management to influence service delivery, address escalations, manage risks, and support future requirements aligned with M&G’s change agenda.

4. Change Management & Continuous Improvement

• Support Supplier Management in designing and implementing changes to the operating model, including product launches, market entries, and mandate changes.
• Input into continuous improvement initiatives within the middle office to optimise team output.
• Represent Investment Operations in client RFPs and operational due diligence processes, providing technical SME input.

5. Governance & Compliance

• Assist Supplier Management with audit escalations, reviews, attestations, and due diligence activities.
• Liaise with the Head of Public Asset Suppliers to ensure process alignment across middle office services, including service level inventories and documentation.
• Prepare MI for Front Office service reviews and implement data-driven actions.

6. Stakeholder Engagement & Reporting

• Provide ongoing feedback to Supplier Management on supplier performance for governance forums such as FORT, Supplier Management Forum, Senior Management Committee, and Consolidated Business Risk & Compliance Forum.
• Lead daily health check calls to ensure operational stability.

Key Knowledge, Skills & Experience

• Component in navigating Aladdin
• Strong knowledge of end-to-end operations model for investment management (front-to-back understanding)
• Proven experience in managing relationships with external suppliers in asset management environment.
• Excellent planning and organising skills
• Strong Communication & presentation skills
• Tenacious & self-motivated
• Ability to influence and collaborate with key stakeholders including middle office service provider and front office teams.
• Ability to present and challenge data covering service metrics / MI.
• Good analytical and problem solving skills to support the escalation of issues and suggestion of appropriate solutions in a timely manner.

Recruiter: Sarah Hawkins

Location: London

Job Level: Manager or Expert

Job Type: 12mth FTC

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: careers@mandg.com