Senior Manager Bereavements & Customer Reconnection
Senior Manager Bereavements & Customer Reconnection
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Job Description
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.
The Role: Senior Manager Bereavements & Customer Reconnection
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 will lead the bereavements and tracing function ensuring compassionate compliant and effective support for customers and their representatives during bereavement. The role is accountable for tracing and reconnecting with individuals or estates to enable timely resolution of accounts and safeguard customer outcomes. It plays a critical role in delivering sensitive engagement operational excellence and regulatory assurance across both bereavement and tracing journeys.
The role works closely with the Head of Customer Contact and the Head of Back Office & Shared Services to drive end-to-end improvements in the bereavement journey across M&G including outsourced suppliers. It also partners with Journey Managers to identify and enhance key moments of truth for bereaved customers supporting the development of a tell us once culture with streamlined empathetic processes.
Main Responsibilities
Define and deliver the strategic direction for bereavement and tracing services aligned with company values customer needs and regulatory obligations.
Collaborate with Legal Compliance Risk Customer Experience and Journey Management teams to ensure robust current and fit-for-purpose policies and processes.
Partner with internal and outsourced operational leads to improve bereavement handling and tracing outcomes across all channels.
Establish and lead a customer tracing function working with both internal teams and outsourced suppliers to design and implement effective strategies tools and workflows.
Ensure timely reconnection with lost customers and estates aligned with regulatory and customer outcome expectations.
Oversee day-to-day operations of bereavement and tracing teams to consistently achieve SLAs KPIs and quality standards.
Drive continuous improvement through data analysis customer feedback and process optimisation.
Ensure accurate and timely tracing of lost customers dormant accounts and deceased estates.
Lead coach and develop a high-performing team fostering a culture of compassion accountability and excellence.
Support succession planning talent development and wellbeing initiatives across the function.
Ensure full compliance with FCA regulations GDPR and internal policies relating to bereavement and tracing.
Maintain audit readiness and manage relationships with external regulators and auditors as .
Lead transformation initiatives to enhance service delivery automation and customer experience across bereavement and tracing journeys.
Develop and implement a tell us once model including automation data sharing and cross-functional coordination to simplify bereavement journeys.
Oversee relationships with external bereavement support services tracing agencies and legal partners to ensure joined-up service delivery.
Ensure bereavement and tracing processes meet FCA Consumer Duty standards with a focus on mitigating foreseeable harm and ensuring fair treatment of vulnerable customers.
Key Skills Knowledge and Experience:
Proven leadership experience in financial services ideally within customer operations or specialist servicing.
Deep understanding of bereavement processes tracing methodologies and relevant regulatory frameworks.
Strong stakeholder management and communication skills with the ability to influence across functions and suppliers.
Experience in managing sensitive customer interactions and supporting vulnerable customers.
Analytical mindset with the ability to interpret data identify trends and drive performance improvements.
Demonstrated success in operational and workflow management.
Experience working across internal and outsourced environments to deliver consistent customer outcomes.
Commitment to delivering compassionate service and safeguarding customer outcomes.
Work Level :Manager/Expert
Recruiter: Amy Curtis
Location:Homebased UK London Stirling
Closing Date : 15 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.
Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional needpleaselet usknow by contacting us at:
Required Experience:
Senior Manager
Employment Type
Full-Time
