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 holder will be a dynamic and driven Senior Manager to lead the charge in shaping and delivering a coherent operational systems strategy for Customer Services. Sitting firmly within the operation, this role ensures that the voice of the customer and the needs of the service are front and center in every systems decision. From owning the contractual and functional landscape of key platforms like Avaya, Verint, Sonata, Salesforce, and workflow systems, to driving swift resolution of incidents and embedding robust governance around development and defect prioritisation, this role is pivotal. You’ll lead a high-performing team of system experts, define what “good” looks like, and ensure our tech stack evolves in lockstep with our customer ambitions and product roadmap. You will also be responsible for working alongside key third party suppliers to ensure that where there are legacy applications that may be reaching end of life support they are clearly documented, tracked and the risks managed effectively to ensure continuity of customer service. If you thrive on cross-functional collaboration, operational clarity, and making a visible impact—this is the role for you.

Main Responsibilities:

• Lead Operational Systems Strategy: Define and drive a coherent systems strategy for Customer Services that aligns with service ambitions and operational needs.

• Cross-Functional Collaboration: Work closely with CTIO, Procurement, and Commercial teams to ensure systems decisions reflect operational priorities.

• Contractual Ownership & Governance: Map and manage contractual ownership of all key systems including Avaya, Verint, telephony platforms, workforce management, workflow systems, and CRM tools. In many instances the contracts will be owned by CTIO and should remain in place, with this clearly mapped out for operational leadership to understand and influence as required.

• Operational Representation: Act as the operational voice in systems discussions, ensuring clarity of requirements and translating them into actionable tech deliverables.

• Incident Management Oversight: Ensure clear processes are in place for managing systems incidents, holding technical teams accountable for timely resolution and communication.

• Development & Defect Prioritisation: Establish and maintain decision-making frameworks for system development and defect resolution, particularly for platforms like Sonata and Salesforce.

• Configuration Leadership Ensure the operation is supported with timely and accurate configuration changes to meet evolving business needs.

• Team Leadership & Development: Lead the Sonata and Salesforce expert teams, define excellence standards, and build a high-performing, succession-ready support function.

• Product & Service Enablement: Provide systems support for the development and launch of new products and services in line with the business roadmap.

• Stakeholder Engagement: Communicate effectively across Operations, Tech, and Business teams to ensure alignment, transparency, and shared understanding of systems priorities.

Key Knowledge, Skills & Experience

• Must have: Track record of team leadership and coaching, managing and developing high performance teams and succession management

• Must have: Ability to work across multiple stakeholders with complex and differing needs to align systems strategy with business goals

• Must have: Experience of working in customer services operations and an understanding of what is required from key systems to underpin customer outcomes. This will include a good understanding of customer service KPIs.

• Must have: Experience working with operational systems such as Avaya, Verint, Salesforce, Sonata or other common workflow platforms, and workforce management tools.

• Should have: Experience managing system configurations and ensuring swift resolution of incidents with clear communication protocols

• Should have: Familiarity with contractual ownership and service-level agreements for outsourced and in-house systems

• Must have: Ability to design, document, and communicate robust operational processes that support collaboration and alignment

• Must have: Capability to analyse service performance data, identify trends and pinch points, and drive actionable insights

• Should have: Project & Change Management: Experience leading complex projects and change initiatives involving multiple stakeholders. Experience of driving service enhancements through automation, digitisation, and process redesign.

• Must have: Tech Enablement: Ability to translate operational needs into technical requirements and work with tech teams to bring solutions to life

• Risk Management: Understanding of risk and controls frameworks, especially in relation to third-party oversight and operational resilience

Work Level : Manager/Expert

Recruiter: Amy Curtis

Location: Homebased UK, London, Stirling

Closing Date : 15 October 2025