M&G plc
Service Oversight Analyst - 12mth FTC
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About M&G
At M&G, 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 offer workplace adjustments to ensure you have the support you need to succeed in your role.
Role Overview
This colleague-level 12-month Fixed Term Contract role sits within the Service & Customer Outcomes Oversight pillar and focuses on service performance and operational effectiveness of outsourced front and back office activities.
To provide independent oversight and challenge of service delivery, ensuring SLAs/KPIs, backlog performance, and operational effectiveness meet standards and that service issues are escalated and remediated.
Key Work Level Accountabilities:
- Monitor and challenge outsourced service performance against SLAs, KPIs, and operational standards.
- Provide timely insight on backlogs, aged cases, and service risks, and drive action through escalation routes.
- Support oversight of operational risk topics relevant to service delivery.
- Maintain audit-ready evidence of oversight activity and service challenge.
Key Responsibilities for this Role:
Service Performance & MI
- Review MI including SLA adherence, throughput, and aged backlog analysis.
- Identify recurring service issues and trends; propose deep dives where needed.
- Challenge MI accuracy and completeness with the BPO provider.
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Operational Risk Inputs
- Support oversight of operational risk topics linked to service delivery (e.g., suspicious transaction monitoring/AML process oversight inputs where relevant).
- Support operational control testing oversight inputs from a service perspective.
- Escalate material service-related risks and control concerns.
Corrective Actions & Continuous Improvement
- Track corrective actions and remediation plans for service failures.
- Support identification of root causes and improvement opportunities.
- Support governance packs and action logs.
Customer, Conduct & Consumer Duty Expectations
- Maintain focus on customer impact of service performance (delays, backlogs, quality) and escalate risks of customer harm.
- Support delivery of good customer outcomes through timely challenge of service issues.
Evidence & Assurance Expectations
- Maintain documented MI reviews, challenge notes, and escalation records.
- Maintain action logs with clear owners and due dates.
- Maintain evidence supporting service performance decisions and prioritisation.
Key Knowledge, Skills & Experience:
Experience in operations/service management and strong MI analysis capability. Confident in challenging third-party providers and identifying service risks. Understanding of customer operations and SLA-based environments preferred.
What We Offer:
We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, and financially plan for the future. Our UK benefits include:
- A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
- Access to our Share Save and Share Incentive Plan, alongside financial wellbeing and support services to help give you real confidence to put your money to work.
- Enjoy 38 days annual leave (including bank holidays), with the opportunity to purchase up to five extra days. Our Time Off When You Need It policy gives you the flexibility - to balance work and personal commitments.
- Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - because supporting families is an important part of our inclusive culture.
- Health & Protection cover includes Private Healthcare, Critical Illness cover, and Life Assurance for you, with additional family options - for peace of mind.
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To explore more about life at M&G and our full benefits offering, visit Life at M&G.
Diversity & Inclusion
At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks that offer networking, support, and development opportunities for the diverse communities our colleagues represent. We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation, and more – including neurodivergent individuals, career returners, and those with military service experience.
M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long-term health conditions. If you would like to participate in the initiative, you will have the opportunity to indicate this on your application.
We are committed to providing an inclusive recruitment process. All candidates have the opportunity to request reasonable adjustments when applying. If you need any additional support at any stage, please contact us at: careers@mandg.com.
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