Senior Manager Change Governance & Oversight

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 holder has three primary functions. Firstly oversight of M&G Global Services (GS). We have outsourced elements of our SIPP (Retirement Account or RA) operation to GS and this internal outsourcing arrangement needs the appropriate level of oversight in accordance with FCA and M&G policy to ensure were managing the operational risks and have the right controls in place. The role holder will ensure that the correct structure and governance is in place and run effectively to keep our customers and our business safe. Secondly the planning and forecasting function for the internal operation. The role holder will own the planning function for GS and for the onshore teams which include our Voice and Complaints operation. This includes the scheduling and real time function for the Voice team and the telephony/IVR config. The team will also provide the same function for the Voice and Complaints team for Prudential International Assurance (PIA) company selling Offshore Bonds (IPB). Linked to this PIA contract formally for services from other areas of the business (including GS) and the role holder will ensure that there is clarity around services provided and reporting required the delivery of these services. Thirdly the role holder will own and manage the operational support to our primary policy administration and workflow systems Sonata and Salesforce. They will lead the Business System Support and Salesforce Administration teams providing services to RA PIA IPB and new products and services as we expand our portfolio of wrappers giving access to PruFund. This role will include ensuring the effective management of systems incidents working with our IT teams and close support to the operation.

This role demands a customer-centric approach strong stakeholder management and the ability to lead and manage change initiatives effectively. The role holder must ensure compliance with regulatory requirements identify and mitigate risks and establish key performance indicators (KPIs) to measure and report on the effectiveness and efficiency of the functions they run.

Main Responsibilities:

• Running and maintaining oversight of Global Services and the services that they provide to RA and PIA ensuring adherence to M&G policy on third party risk management of outsourcers (TPRMO) and FCA guidance including SYSC 8.1 and Consumer Duty guidelines.

• Ensure delivery of the services as in the statement of work from PIA to PDL (Prudential Distribution Limited)

• Ensure correct interventions and recovery plans in place where service thresholds are not being met.

• Lead the planning function ensuring resource planning and forecasting are carried out across the internal operation to underpin customer service requirements. This includes ensuring the governance frameworks are in place to underpin a regular planning review cycle.

• Provide leadership to the Business Systems Support team managing defects and incidents tickets raised across Distribution and the operation and development work for new products & services

• Provide leadership to the Salesforce Admin team prioritising workloads and providing support to development of new products & services

Key Knowledge Skills & Experience

• Track record of team leadership and prioritising work managing and developing high performance teams and succession management

• Experience of senior stakeholder management third party partners as well as across the internal business

• Needs a deep understanding of customer service and an ability to drive improvements within an operation

• Must have strong knowledge of service performance and other customer KPIs and the inherent links between them including experience of measure design or involvement in measure design

• Should have experience of resource modelling planning and forecasting

• Should have analytical and problem-solving skills an ability to extract insight from patterns and ability to translate this into insight to drive intervention to solve problems or exploit opportunities

• Needs an understanding of the industry key regulations and an understanding of insurance products

• Needs to be able to prioritise effectively in a complex environment and ensure appropriate management of deadlines and competing priorities

Work Level : Manager/Expert

Recruiter: Phoebe Ewers

Location:Homebased UK London Stirling

Closing Date : 15 October 2025