The role will lead the bereavements and tracing function, ensuring compassionate, compliant, and effective support for customers and their representatives during bereavement. The role is accountable for tracing and reconnecting with individuals or estates to enable timely resolution of accounts and safeguard customer outcomes. It plays a critical role in delivering sensitive engagement, operational excellence, and regulatory assurance across both bereavement and tracing journeys.

The role works closely with the Head of Customer Contact and the Head of Back Office & Shared Services to drive end-to-end improvements in the bereavement journey across M&G, including outsourced suppliers. It also partners with Journey Managers to identify and enhance key moments of truth for bereaved customers, supporting the development of a “tell us once” culture with streamlined, empathetic processes.

Main Responsibilities

• Define and deliver the strategic direction for bereavement and tracing services, aligned with company values, customer needs, and regulatory obligations.

• Collaborate with Legal, Compliance, Risk, Customer Experience, and Journey Management teams to ensure robust, current, and fit-for-purpose policies and processes.

• Partner with internal and outsourced operational leads to improve bereavement handling and tracing outcomes across all channels.

• Establish and lead a customer tracing function, working with both internal teams and outsourced suppliers to design and implement effective strategies, tools, and workflows.

• Ensure timely reconnection with lost customers and estates, aligned with regulatory and customer outcome expectations.

• Oversee day-to-day operations of bereavement and tracing teams to consistently achieve SLAs, KPIs, and quality standards.

• Drive continuous improvement through data analysis, customer feedback, and process optimisation.

• Ensure accurate and timely tracing of lost customers, dormant accounts, and deceased estates.

• Lead, coach, and develop a high-performing team, fostering a culture of compassion, accountability, and excellence.

• Support succession planning, talent development, and wellbeing initiatives across the function.

• Ensure full compliance with FCA regulations, GDPR, and internal policies relating to bereavement and tracing.

• Maintain audit readiness and manage relationships with external regulators and auditors as required.

• Lead transformation initiatives to enhance service delivery, automation, and customer experience across bereavement and tracing journeys.

• Develop and implement a “tell us once” model, including automation, data sharing, and cross-functional coordination to simplify bereavement journeys.

• Oversee relationships with external bereavement support services, tracing agencies, and legal partners to ensure joined-up service delivery.

• Ensure bereavement and tracing processes meet FCA Consumer Duty standards, with a focus on mitigating foreseeable harm and ensuring fair treatment of vulnerable customers.

Key Skills, Knowledge and Experience:

• Proven leadership experience in financial services, ideally within customer operations or specialist servicing.

• Deep understanding of bereavement processes, tracing methodologies, and relevant regulatory frameworks.

• Strong stakeholder management and communication skills, with the ability to influence across functions and suppliers.

• Experience in managing sensitive customer interactions and supporting vulnerable customers.

• Analytical mindset with the ability to interpret data, identify trends, and drive performance improvements.

• Demonstrated success in operational and workflow management.

• Experience working across internal and outsourced environments to deliver consistent customer outcomes.

• Commitment to delivering compassionate service and safeguarding customer outcomes.