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: 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 customerswith more than £300 Bn invested across all of its products and wrappers andhas 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 team—a group of highly skilled technicians who manage complex, regulated, and specialist customer service activity across M&G’s 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 expertiserequired to deliver exceptional outcomes
Main Responsibilities:
1. Lead and develop the Little Tech team, ensuring delivery of high-quality outcomes across complex and regulated customer service activity.
2. 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.
3. Manage referrals and complex complaints, ensuring resolution aligns with regulatory expectations and customer outcomes.
4. Collaborate with the Big Tech team to ensure consistency, knowledge sharing, and alignment across technical functions.
5. 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.
6. Support compliance audits and regulatory assurance activity, including adviser permission checks, bereavements, and money laundering reviews.
7. Lead technical input into regulatory and proposition change initiatives, including the LTA abolition project and notifiable events.
8. Provide subject matter expertise on complex tax queries and technical customer scenarios.
9. 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.
10. Monitor performance, quality, and risk across technical activity, escalating issues and driving resolution.
11. Foster a culture of technical excellence, customer first culture, collaboration, and regulatory compliance.
Key Knowledge, Skills & Experience
12. Proven experience in managing technical or specialist teams within a regulated customer service environment.
13. Deep understanding of pensions, retirement products, and associated regulatory frameworks.
14. Experience handling complex queries, complaints, and referrals in financial services.
15. Strong knowledge of FCA, FOS, and regulatory change processes.
16. Skilled in interpreting and applying technical guidance to customer scenarios.
17. Experience supporting compliance audits and risk assurance activity.
18. Experience developing or maintaining call frameworks or structured customer communication models.
19. Strong collaboration skills, with experience working across coaching, training, and compliance functions.
20. Excellent stakeholder engagement and communication skills.
21. Proactive, detail-oriented, and committed to delivering compliant, customer-led outcomes.
Work Level : Manager/Expert
Recruiter: Sarah Mathers
Location: Homebased, Stirling, Edinburgh, London
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.
M&G is also proud to be a, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.
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