Life Customer & Adviser Service Business Operations Manager

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.

Life Customer & Adviser Service Business Operations Manager

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.

The Life Customer & Adviser Service Business Operations Manager plays a pivotal role in supporting the Director Life Customer & Adviser Services and their team serving as the primary point of contact and escalation for all matters related to governance compliance and risk. In this role you will take ownership of all board committee governance and risk activities that sit within the Life Customer & Adviser Services team ensuring M&G can demonstrate the service were providing to our customers and what actions were taking to deliver great customer outcomes. You will also ensure that we are focussed on articulating the improvements were making. They will lead the preparation of all board committees and governance forums where Life Customer & Adviser Services input is needed fostering strong stakeholder relationships to effectively manage arrangements. You will work closely with the Director Life Customer & Adviser Services and their team regarding business management demand and proposed updates for the board.

The ideal candidate will have strong organisational analytical and influencing skills with the ability to deliver high quality content on time whilst managing competing priorities effectively. They will possess excellent communication and interpersonal skills enabling them to build and maintain robust relationships with suppliers stakeholders and internal teams.

The role holder will be responsible for delivering content and commitments that ensure the smooth running of local M&G and external governance structures business planning processes and operational forums. This role is pivotal in ensuring high-quality content delivery effective risk management and seamless coordination across committees and business functions. Governance and rigour arecritical to ensure we deliver the right outcomes for our customers that we adhere with laws and regulations and to keep our customers and our business safe.

Key Responsibilities

• Act as the hub for operational oversight and business performance management across out outsourced and insourced operations for voice back office and complaints reporting against agreed service levels including interventions and improvement plans
• Oversight of regulatory requirements to ensure the business is compliant
• Wherever possible mechanisms are in place to enable validation/measurement of the impact of any improvement activity
• Work with the data and MI teams in M&G Service Delivery and with suppliers to optimise the reporting required to drive outcomes
• Work with the Risk function to identify and manage key risks and ensure controls are in place and exercised effectively
• Produce high-quality collateral for governance meetings committees and forums by translating complex business performance data and collaborating with key stakeholders to tell the story of Life Customer & Adviser Services. Collaborate with content owners and subject matter experts across Life Customer and Adviser Services to develop content that effectively communicates key information. Identify opportunities to enhance output by incorporating engaging formats such as videos infographics and interactive elements.

• Develop and maintain a comprehensive schedule and calendar of all governance activities ensuring deadlines are met and outputs are delivered to a high standard. Work closely with business areas to establish the governance cadence managing demands and carrying out impact analysis of any changes to governance. Own governance and team agendas and ensure timely preparation and distribution of meeting materials.

• Create and manage terms of reference track outputs and actions and maintain clear records of attendees responsibilities and content storage locations.
• Content governance: Maintain and enforce content governance policies and guidelines for content. Ensure content quality consistency and relevance. Collaborate with content owners to ensure adherence to governance standards. Create and maintain a repository of all Life Customer & Adviser Services governance materials ensuring clarity of purpose inputs and outcomes.
• Work with relevant teams to escalate track and resolve actions risks and issues efficiently. Work closely with colleagues including Life Customer & Adviser Services Business Management Transformation teams and the journey owners to align performance oversight with business goals and objectives. Develop and maintain strong relationships with internal stakeholders and third-party suppliers to ensure collaboration and drive the business forward.
• Understand Consumer Duty and all other policies and standards including changes to policy and how these apply to the Life business.

• Prepare and take minutes and actions for Life Customer & Adviser Services governance and organising meeting agendas and Board packs;

Skills & Experience

• Must have proven experience in governance business operations and executive support roles.
• Must have strong organisational and time management skills flexible and capable of prioritising tasks and proactively managing and progressing multiple work items concurrently. Able to react quickly and decisively considering options and making decisions to determine the appropriate course of action. Forward thinking with the ability to proactively anticipate issues and mitigate as appropriate
• Experience of working in large customer operations
• Significant experience building working relationships internally and externally across numerous functions with a constant focus on customer outcomes
• Skilled in simplifying complex findings.
• Ability to see the broader picture and recognise the effects of actions/ problems within all areas of the business and for customers.
• Experience in managing relationships with suppliers and partners
• Experience of engaging with stakeholders at all levels from agent to CEO.
• Must have excellent written and verbal communication skills.
• Strong stakeholder management - able to build collaborative relationships with cross-functional teams senior and functional leaders guiding on best practice and to managing expectations
• High attention to detail and a proactive approach to problem-solving - consistent delivery with quality accuracy and within tight deadlines;
• Comfortable working with data and business performance insights.
• Visual flair and ability to engage an audience while always maintaining M&Gs tone of voice and brand.
• Independent proactive and comfortable working both individually and within a team;
• Maturity and credibility to liaise with individuals at all levels;
• Proficiency in Microsoft Office Suite (especially Outlook Excel PowerPoint) and document management systems.
• Should have knowledge of relevant regulations and industry standards.
• Working knowledge of regulatory & risk management frameworks.
• Working knowledge of financial services

Work Level : Manager/Expert

Recruiter: Sarah Mathers

Location: Stirling/Homebased

Closing Date : 21 July 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.

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