Quality Management Coach

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years we have a long history of innovation in savings and investments combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments Asset Management and Life work together to provide access to balanced long-term investment and savings solutions.

Through 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: Quality Management Coach

The Quality Management Coach contributes to a positive environment which is focused entirely on delivering a great service experience to our customers and their advisers. The QM Coach has a key role in supporting a multi-functional digitally led operation providing high-quality services in relation to on-boarding new customers and servicing any ongoing complex needs. Additionally the Quality Management coach will be responsible for developing best practice through understanding what good performance is and providing effective feedback and support.
Individual performance and service delivery is subject to M&Gs HR and people policies and is carried out within all policy legislation and regulatory risk frameworks.

A key requirement is the ability to attain and maintain high quality customer outcomes and competence across the wider customer service team and support leaders in the development of their people. Responsibilities will include attention to detail and consistent analysis of performance along with providing guidance and support to improve performance of individuals and teams. Team work collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role.

Responsibilities:

• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment customers outcomes and a reduction in M&Gs operational risk
• Analysis of performance against defined standards and identifying areas for improvement
• Root cause/ trend analysis to recommend focused improvement areas for the operational management to take forward or as part of coaching responsibilities
• To apply agreed Quality Assurance processes in accordance with the audit plan to validate and monitor quality and accuracy
• Perform T&C oversight responsibilities to manage the competency of the operational team
• Providing clear feedback on good performance and areas for improvement using a defined coaching model
• People coaching and skill development organisation and delivery of training communication and coaching material for 121 and group sessions
• Knowledge Management taking a key role in the creation and management of knowledge items; to provide feedback to support areas of improvement of knowledge
• Design deliver and evaluate learning solutions to meet the changing needs of the business and to support attainment of competency within the T&C scheme
• Using judgement to strengthen a consistent positive risk and control culture to support customers and the business by identifying assessing and managing and escalating potential risk within the team

Experience and Skill Requirements:

• Expert and detailed knowledge of products systems and distribution methods
• Strong knowledge of Bonds (offshore preferable) and Complaint management
• Working knowledge of financial services regulatory and legislative frameworks
• Experience of complex customer service environments preferably within an Investments environment
• Experience of quality management and coaching
• Experience of training execution
• Excellence in Execution proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
• Demonstrates Learning Agility adapts behaviour in response to new information or changes demonstrates flexibility swiftly mobilises to meet changing demands
• Clear Communication Skills a natural ability to explain complex information clearly and simply using excellent written and oral communication
• Building Collaborative Relationships aiding other to create and sustain a work environment that fosters trust and collaborative partnerships

Job Level: Experienced Colleague

Location: Stirling or Edinburgh

Closing Date: 21 May 2026

What we offer:

At M&G were committed to helping you thrive and supporting your wellbeing both at work and beyond. Our benefits are designed to help you balance your professional and personal life while planning confidently for your future. Our UK benefits include:

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18% with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.

• Enjoy 38 days annual leave including bank holidays with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy to balance your work and personal commitments.

• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity adoption surrogacy and paternity leave - as supporting families is a core aspect of our inclusive culture.

• Health & Protection cover including Private Healthcare Critical Illness cover and Life Assurance for you with family options - for peace of mind.

To explore more about life at M&G and our full benefits offering visit Life at M&G

We have a diverse workforce and an inclusive culture at M&G 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.

Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional needpleaselet usknow by contacting us at: