M&G plc
Service / Customer Pillar Lead
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Job Description
Our Purpose
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions. Through 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 workplace accommodations to ensure you have what you need to effectively deliver in your role.
Role Overview
This role leads the Service & Customer Outcomes Oversight team and provides integrated oversight across service performance and customer outcomes within outsourced operations.
Key Work Level Accountabilities:
- Lead oversight across service performance and customer outcomes, ensuring consistent challenge and evidence
- Provide consolidated insight linking service drivers (e.g. backlog, SLA issues) to customer impacts (e.g. complaints, redress)
- Embed Consumer Duty expectations into oversight MI, governance and escalation thresholds
- Ensure team outputs are audit-ready and actions are tracked to closure
Key Responsibilities for this role:
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Team leadership & delivery
- Manage and develop oversight colleagues; allocate workload and ensure coverage/resilience
- Set standards for MI review, challenge quality and escalation practices
- Coordinate deep dives and thematic reviews across service and outcomes
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Governance, MI & escalation
- Produce consolidated reporting for senior stakeholders and governance forums
- Lead escalation of material service and customer outcome issues and ensure remediation plans are robust
- Maintain action logs and decision trails
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Continuous improvement & assurance
- Drive continuous improvement across service quality and customer experience
- Ensure QA/sampling approaches are effective and outcomes-driven
- Ensure lessons learned are embedded and recurring issues addressed
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Customer, conduct & Consumer Duty expectations
- Ensure oversight focuses on good customer outcomes and appropriate customer support, prioritising remediation where harm risk is highest
- Ensure MI and governance cover delays, backlogs, redress, vulnerability and service quality indicators
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SMCR / accountability expectations
- Supports SMF24 by providing clear evidence of effective service and outcomes oversight, escalation and remediation
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Evidence & assurance expectations
- Maintain consolidated MI packs, escalation records and action logs
- Maintain QA/sampling frameworks, results and remediation effectiveness evidence
- Maintain documented governance outputs and decisions
Key Knowledge, Skills & Experience:
- Experience leading teams in customer operations, service oversight or outsourced environments.
- Strong MI and insight capability, ability to challenge third parties, and confidence escalating and driving remediation.
- Strong understanding of Consumer Duty and customer outcomes.
What We Offer:
At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future.
Our UK benefits include:
- A valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services.
- 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy.
- Comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave through our Inspiring Families policy.
- Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options.
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To explore more about life at M&G and our full benefits offering, visit Life at M&G
Diversity and Inclusion
We have a diverse workforce and an inclusive culture at M&G, 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. 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
About M&G
M&G is a leading international savings and investments business, managing money for around 4.6 million individual clients and more than 900 institutional clients in 38 offices worldwide. As at 31 December 2024, we had £345.9 billion of assets under management and administration. Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
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