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.

This role supports the Senior Manager – Bereavements and Customer Reconnections in ensuring M&G Life maintains accurate and up-to-date customer contact details across all suppliers and internal teams. It is responsible for the oversight, documentation, and optimisation of tracing and reconnect processes, ensuring that reasonable efforts to locate and engage customers are demonstrable, auditable, and compliant.

The role plays a key part in safeguarding customer outcomes, particularly in bereavement journeys. It works closely with journey managers, oversight functions, and third-party suppliers to ensure tracing processes are standardised, effective, and aligned with policy.

Main Responsibilities

• Map and document all tracing and reconnect processes across M&G Life and its suppliers, identifying gaps and creating new processes where needed

• Standardise tracing and reconnect activity across suppliers wherever possible, ensuring clarity of hand-offs and business process manuals

• Oversee reactive tracing (e.g. Royal Mail “gone away” returns) and proactive reconnects (e.g. bulk data matching via TransUnion)

• Ensure tracing is initiated appropriately in bereavement scenarios and that efforts are reasonable, evidenced, and compliant

• Monitor volumes of “gone aways” and reconnects, using data to inform process improvements and supplier performance

• Work closely with journey managers, oversight teams, and policy owners to ensure tracing processes are aligned with business rules and regulatory expectations

• Collaborate with third-party suppliers to ensure consistent execution of tracing processes, maintaining appropriate boundaries within governance frameworks

• Support the Senior Manager – Bereavements and Customer Reconnections in delivering compassionate, compliant, and effective tracing journeys for customers and their representatives

• Partner with the Bereavements CSL and bereavement call handlers to ensure tracing processes are integrated into customer-facing activity

• Contribute to the development of a “tell us once” culture by supporting streamlined, empathetic processes across bereavement and tracing journeys

Key Skills, Knowledge and Experience:

• Strong understanding of customer data management, tracing methodologies, and reconnect processes

• Experience in process mapping, documentation, and operational governance

• Ability to work across multiple suppliers and internal teams to drive consistency and compliance

• Knowledge of regulatory expectations around customer contact and tracing (e.g. FCA, FOS)

• Excellent stakeholder management and communication skills

• Analytical mindset with the ability to interpret data and drive actionable insights

• Experience working in sensitive customer journeys such as bereavement

• Comfortable operating in a complex, multi-supplier environment with matrixed accountability

Work Level : Experienced Colleague

Recruiter: Amy Curtis

Location: Homebased UK, Stirling, London

Closing Date : 15 October 2025