The Role: 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 have two primary functions. Firstly, they will design, embed and run the oversight of M&G Global Services for Customer Services. This will include the ownership of the service inventory (what work is being outsourced), the ownership of the SLAs (the standard to which that work is to be done), and risk & controls self assessment to identify the inherent risks of outsourcing that work. They will then work with 1st line risk (1LR) to ensure that across ops and 1LR the right reporting and governance are in place to underpin our internal policy and external regulatory commitments with respect to oversight of a third party supplier. Secondly, the role holder will be responsible for integrating the operational picture across the internal operation and the Diligenta operation to ensure that a coherent service narrative is built for internal stakeholder management across M&G Life, providing input into regular and ad hoc reporting to brief up to and including CEO level. This will include incorporating the impact of incidents on service, and co-ordination with 1st line risk to ensure that risks and issues sat under the Head of Back Office & Shared Services are being managed in required timelines. Stakeholder management will be a vital part of the role, within the Customer & Advisor Services Directorate but also more broadly across M&G Life MD units to align with Propositions, 1LR, 2LR, Compliance, Internal Audit where necessary, Customer Outcomes reporting, Commercial and Life leadership.

Main Responsibilities:

• Global Services Oversight. Design, embed and run in-life the oversight framework and governance for M&G Global Services for Customer Services, working closely with the GS Ops leadership. Integrate into the broader M&G Life governance as the policy is updated to reflect internal governance arrangements and the other functions that GS performs (Fin Crime, M&G Advice and IFDL (platform)).

• Weekly and monthly governance. Ensure that the governance aligns to weekly and monthly reporting and governance for exec committees to enable seamless aggregation and transfer into reporting up to Exec level.

• MI & Reporting. Work with the MI & Data team to ensure that appropriate measurement is in place to underpin SLA agreement and tracking, and the correct frameworks for reporting, tracking and escalation as required.

• Ops picture integration. Align the Global Services performance with onshore performance and the performance from Diligenta as reported and managed by peers, to become the aggregation point for overall service performance and commentary against it. Ensure prioritisation and focus of messaging on key pinchpoints incorporated into regular exec level reporting including leading on the integration of incident data into service performance narratives.

• Continuous Improvement & Innovation. Identify opportunities for service enhancement through automation, digitisation, or process redesign. Champion a culture of continuous improvement across internal and outsourced operations.

• Communications and stakeholder management. Ensure clarity of communication upwards and sideways across Operations and across Finance, Transformation and HR to ensure clarity of baselines, risks and opportunities across operational domains.

Key Knowledge, Skills & Experience

• Must have: Strong operational background either in leading or working with operational teams

• Must have: Experience in designing/implementing/running governance frameworks

• Must have: Strong understanding of key customer metrics and KPIs, and service level agreements (SLAs) and risk & controls self-assessment processes

• Must have: Ability to identify, assess, and manage risks associated with outsourcing and third-party supplier oversight.

• Must have: Demonstrated ability to manage relationships with senior stakeholders, including executive committees and CEO-level briefings. Excellent communication skills to convey complex service narratives and incident impacts effectively.

• Must have: Experience in taking large amount of information and filtering out key signals from the noise for driving insight, conveying simple messaging and driving action where required

• Should have: Strong skills in management information (MI) and reporting, including collaboration with MI & Data teams to ensure accurate SLA tracking and escalation frameworks.

• Should have: Proven track record of driving service enhancements through automation, digitisation, or process redesign.

• Should have: Familiarity with the specific regulatory environment and internal policy commitments within the financial services sector.

• Should have: Experience in leading projects, particularly those involvingcross-functional teams and complex operational changes.

• Should have: Ability to champion and lead change initiatives, fostering a culture of continuous improvement.

• Should have: Capability to analyse service performance data and identify key trends, pinch points, and opportunities for improvement.

Work Level : Manager/Expert

Recruiter: Amy Curtis

Location: Homebased UK, London, Stirling

Closing Date : 15 October 2025