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Real Time Floor Manager
M&G
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.
The Role: Real Time Floor Manager
M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.
The role will deliver a high-performing real-time and short-term scheduling function across contact centre, complaints and back office operations, including support services. The role holder will be responsible for monitoring live performance, managing intraday scheduling, and ensuring that resource deployment aligns with customer demand and service level expectations.
They will work closely with planners, the quality team, and operational stakeholders to understand skilling requirements and respond dynamically to changes in volume, staffing, or system performance. This is not just a technical real-time role – it requires a confident, collaborative operator who can interpret data, influence decisions, and act swiftly to protect customer outcomes.
Main Responsibilities
Real-Time Monitoring & Allocation. Monitor live operational performance across multiple channels, identifying risks and making tactical adjustments to maintain SLA adherence to deliver the best possible customer outcomes.
Incident Support & Tactical Deployment. Support the Business System Support team in identifying and managing operational incidents by monitoring trends, flagging potential risks, and deploying appropriate tactical responses. This includes recommending and implementing actions such as IVR changes, skilling adjustments, overtime deployment, and activating playbook protocols to safeguard service delivery.
Short-Term Scheduling. Own the scheduling process, working alongside planners to ensure resource alignment with forecasted demand and operational priorities.
SLA & Plan vs Actual Reporting. Produce and maintain reporting on SLA adherence and plan vs actuals, providing insight to support intraday and short-term decision-making. NB where the data for this reporting is not readily available, ensure that the Data & MI team are provided with clear requirements in order that it is built and maintained.
Operational Engagement. Build a collaborative and challenging relationship with operational teams, enabling fast, informed decisions to protect customer service delivery.
Supplier Coordination. Support oversight of supplier adherence and scheduling, ensuring consistency and responsiveness across all delivery channels.
Skilling Alignment. Collaborate with the Quality team and Planners to understand skilling requirements and ensure resource deployment reflects capability needs. Act as the single source of truth for skills matrices, working with the quality team to maintain and assure the accuracy of skilling data.
Lessons Learned & Efficiency. Capture and analyse lessons learned from operational performance, using insights to drive continuous improvement and efficiency gains.
Key Skills, Knowledge and Experience:
Experience in real-time operations or scheduling within a contact centre or customer service environment.
Strong analytical skills and attention to detail.
Proficiency in WFM tools (e.g. Verint) and Excel.
Ability to communicate clearly and influence stakeholders under pressure.
A collaborative mindset and willingness to work across teams to drive performance.
Work Level : Experienced Colleague
Recruiter: Amy Curtis
Location: Homebased UK, London, Stirling
Closing Date : 15 October 2025
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