Senior Manager Change Governance & Oversight

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 using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.

In this role you will lead the operational change front door and planning function acting as gatekeeper and interface between customer and adviser operations and the wider business including transformation technology risk and compliance. You will ensure customer insight informs prioritisation and that change is landed safely and effectively into the organisation. You will enable strategic and operational change whilst protecting our customers and our business ensuring that change requests are triaged assessed and aligned to operational capacity and strategic priorities. This includes oversight of impact analysis business readiness for both self-driven and enterprise-wide change and oversight of delivery from initiation through to implementation.

You will be the representative for Customer & Advisor Services Directorate across all change and governance forums ensuring that all changes with the potential to impact our customers and operation are understood and go through appropriate governance. You will create governance within the Customer & Advisor Services Directorate to identify impact assess and track all change and ensure that change is delivered elegantly and in line with out strategic objectives. You will manage governance frameworks across operational forumsincluding complaints governanceensuring clarity of purpose structure and accessibility of outputs.

You will play a key role in surfacing operational risks and opportunities supporting commissioned discovery and enabling informed decision-making across the change lifecycle.

Key Responsibilities

Operational Change PMO & Front Door

• Act as the operational front door for change managing intake triage and prioritisation of requests.

• Conduct impact analysis to assess operational implications risks and resource requirements.

• Ensure alignment of change requests with operational capacity and strategic goals.

• Facilitate sign-off processes for change and insight initiatives ensuring appropriate governance and documentation.

• Commission impact analysis and discovery activity for commissioned change ensuring operational impacts are understood and solution options are viable.

• Collaborate with insight and transformation teams to ensure solutions meet business needs and customer expectations.

• Manage post-implementation reviews and embed lessons learned into future planning.

• Collaborate with Customer Journey Owners and operational leaders to identify and track customer pain points and process improvements.

Process Mapping & Discovery

• Commission and oversee process mapping activities to support RCA complaints analysis and operational change.

• Ensure mapping outputs are documented accessible and used to inform prioritisation and solution design.

Resource planning and alignment

• Lead readiness planning and execution for operational change including self-driven and wider transformation programmes.

• Collaborate with operational teams to define resource and skilling requirements and ensure readiness for implementation.

• Understand and ratify change benefits and prioritise resource against strategic objectives

Governance & Forums

• Own governance structures for operational forums including complaints governance.

• Define and maintain Terms of Reference (ToR) participant roles and decision-making protocols.

• Ensure forum outputs actions and content are stored accessibly and used to drive continuous improvement.

• Make governance content easier to access and use ensuring clarity of purpose and inputs.

Risk & Opportunity Management

• Identify and assess operational risks and opportunities including post-opening risks and back-office problem statements.

• Partner with Risk and Compliance to identify and manage key risks and ensure controls are in place and exercised effectively.

• Ensure risks are escalated appropriately and tracked through resolution.

• Use insights from complaints and RCA to inform change prioritisation and readiness planning.

Oversight of Delivery

• Provide oversight of change delivery from an operational perspective ensuring readiness adoption and post-implementation review.

• Track delivery against agreed timelines and escalate risks to delivery as needed.

Key Knowledge Skills & Experience

• Proven experience in operational change governance readiness and PMO leadership within financial services.

• Strong understanding of complaints handling RCA and customer service operations.

• Skilled in impact analysis solution design and capacity/resource planning.

• Experience managing governance forums and driving accountability through structured decision-making.

• Excellent communication and stakeholder engagement skills with the ability to influence at senior levels.

• Strong organisational skills and attention to detail.

• Familiarity with Agile and waterfall delivery methodologies.

• Experience in designing and implementing process improvement strategies.

• Ability to work across in-house and outsourced delivery models.

Work Level : Manager/Expert

Recruiter: Phoebe Ewers

Location:Homebased UK London Stirling

Closing Date : 16 October 2025