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.

Senior Service Performance Oversight Manager (Corporate)

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 individual in this role will be responsible for the service performance oversight of the Diligenta Back Office operation for the products and services that fall under the ownership of our Corporate Risk Solutions (CRS) Managing Director. This includes all workplace pensions, and auxiliary support activity including cash-in-suspense and annual statements of accounts. This role is absolutely foundational to the service that we provide to our customers.

Whilst the role holder will be focussed on the back office processing, then in order to understand customer impact they need to ensure that they have a good working understanding of the Voice and Complaints operations as well, in order to be able to follow the customer experience from start to finish. This operation covers half a million customers, millions of customer interactions a year across multiple channels and it also requires a working understanding of the service model that includes the Client Management team who interact with the Scheme administrators and Trustees as well as the customers.

The role holder will work across Risk, Commercial, MI/Data and Planning, Customer Experience & Journey Improvement, Transformation, Quality and Client Management to safeguard customer service, and deliver day-on-day performance in line with our contractual SLAs and regulatory requirements. Where customer service is not in line with targets, they will drive interventions and corrective actions to recover the position, using informal and formal governance frameworks. The role holder will also own internal relationships and service briefings/clear communications to ensure everyone is appraised of the service position, up to and including at Board level.

Finally, the role holder will act as the safeguard for the customer within the operation – in a complex business with aspirations to transform service there are invariably competing change initiatives and priorities – the role holder will act as the ultimate arbiter of where change needs to be slowed or sequenced to prevent impacts into the operation.

Key Responsibilities:

• Service performance oversight of the CRS-related products, across quantitative and qualitative metrics
• Ownership of the inputs into formal performance governance reporting and assurance of our performance against required service levels
• Assurance for landing and tracking change in the operation as agreed through, including in-life running of the process and continuous improvement activity
• Service performance oversight of key supporting Back Office processes including the annual Revisions process, Technician support to Back Office teams and Cash-in-suspense
• Ownership of the related service levels and adjustments/concessions where appropriate working with M&G Commercial and Diligenta counterparts
• Ensuring engagement and correct prioritisation/assessment for service risks and issues working appropriately with the 1st line risk and 1st line risk oversight functions
• Synthesising information from the insight teams (CSAT), reporting and MI and operational insight to identify areas for preventative or corrective intervention into the operation and the execution and management of that intervention
• Ensuring that for areas of responsibility where the insight and MI is not complete, working with the MI & Data teams to commission improvements that enable insight into customer service outcomes
• Working with planning and planning oversight teams to ensure forward projections of service are committed and tracked

Key Knowledge, Skills & Experience

• Must have: Strong knowledge of service performance and broader customer KPIs (eg CSAT) and the inherent links between them
• Must have: Empathy for the Customer: a mindset that consistently advocates for customer outcomes in operational and strategic decisions and manages the balance between metrics and real world customer outcomes
• Must have: Strong knowledge of working with, or running, customer service operational teams
• Must have: Personal comfort and self-assuredness working in complex operational environments where the data and MI can be ambiguous, unstructured and incomplete
• Must have: a strong personal desire to set high standards and encourage them in everyone around them as part of an approach to continuous improvement and improvement in customer outcomes
• Must have: experience of working in a highly regulated environment and understanding of risk and controls. Should be able to develop quickly an understanding of the key regulatory frameworks including SYSC8.1 and Consumer Duty commitments
• Must have: an ability to prioritise effectively in a highly volatile and fast-moving environment and manage complex sets of demanding stakeholders
• Should have: Understanding of service-level agreements (SLAs), KPIs, and commercial levers within outsourcing contracts, and experience in managing service concessions, penalties, and performance incentives.
• Should have: Proficiency in the use of reporting/MI including PowerBI or other visualisation software and pattern recognition/exploitation
• Nice-to-have: Experience of working with/understanding resource modelling, planning and forecasting

Work Level: Manager / Expert

Recruiter: Amy Curtis

Location: Homebased UK, Reading or Stirling

Closing Date: 27 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