Technical Standards & Assurance Manager

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 Technical Standards & Assurance Manager is responsible for leading the Little Tech teama group of highly skilled technicians who manage complex regulated and specialist customer service activity across M&Gs operations.

The role holder will ensure the team delivers high-quality compliant outcomes across a range of technical areas including LTA pension scams complaints referrals and proposition change.

This role plays a critical part in assuring regulatory compliance supporting FCA and FOS obligations and embedding technical excellence across the customer service organisation. The role holder will own the call frameworks that guide customer interactions ensuring they meet regulatory standards and support consistent confident communication.

Working closely with the Training & Knowledge Content Specialist and the Customer Standards & Coaching Manager the role holder will contribute to the development of training content and knowledge materials ensuring customer service colleagues are equipped with the technical expertise to deliver exceptional outcomes

Main Responsibilities:

• Lead and develop the Little Tech team ensuring delivery of high-quality outcomes across complex and regulated customer service activity.

• Provide oversight and assurance across technical processes including LTA pension sharing orders pension scams PruFund guarantees bank breaks employer contribution monitoring cancellation and system issues.

• Manage referrals and complex complaints ensuring resolution aligns with regulatory expectations and customer outcomes.

• Collaborate with the Big Tech team to ensure consistency knowledge sharing and alignment across technical functions.

• Own and maintain the call frameworks used across customer service channels for both the in house operation and the outsourced operaton ensuring they support regulatory compliance and effective communication.

• Support compliance audits and regulatory assurance activity including adviser permission checks bereavements and money laundering reviews.

• Lead technical input into regulatory and proposition change initiatives including the LTA abolition project and notifiable events.

• Provide subject matter expertise on complex tax queries and technical customer scenarios.

• Collaborate with the Training & Knowledge Content Specialist and the Customer Standards & Coaching Manager to ensure training content and knowledge materials reflect technical standards and support capability development.

• Monitor performance quality and risk across technical activity escalating issues and driving resolution.

• Foster a culture of technical excellence customer first culture collaboration and regulatory compliance.

Key Knowledge Skills & Experience

• Proven experience in managing technical or specialist teams within a regulated customer service environment.

• Deep understanding of pensions retirement products and associated regulatory frameworks.

• Experience handling complex queries complaints and referrals in financial services.

• Strong knowledge of FCA FOS and regulatory change processes.

• Skilled in interpreting and applying technical guidance to customer scenarios.

• Experience supporting compliance audits and risk assurance activity.

• Experience developing or maintaining call frameworks or structured customer communication models.

• Strong collaboration skills with experience working across coaching training and compliance functions.

• Excellent stakeholder engagement and communication skills.

• Proactive detail-oriented and committed to delivering compliant customer-led outcomes.

Work Level :Manager/Expert