Overview
Senior Manager Business Systems Support role within M&G Life, responsible for shaping and delivering a coherent operational systems strategy for Customer Services. The role ensures the voice of the customer and service needs are central in every systems decision, owning the contractual and functional landscape of key platforms and driving incident resolution and governance around development and defect prioritisation.
The role leads a high-performing team of system experts and ensures the tech stack evolves in line with customer ambitions and the product roadmap. You will collaborate with key third-party suppliers to manage legacy applications nearing end of life and document, track, and mitigate risks to maintain continuity of customer service.
Main Responsibilities
* Lead Operational Systems Strategy: Define and drive a coherent systems strategy for Customer Services that aligns with service ambitions and operational needs.
* Cross-Functional Collaboration: Work with CTIO, Procurement, and Commercial teams to ensure systems decisions reflect operational priorities.
* Contractual Ownership & Governance: Map and manage contractual ownership of key systems (e.g., Avaya, Verint, telephony platforms, workforce management, workflow systems, CRM tools). Ensure clarity on ownership and influence for operational leadership.
* Operational Representation: Act as the operational voice in systems discussions, translating requirements into actionable tech deliverables.
* Incident Management Oversight: Establish clear processes for incident management, ensuring timely resolution and communication by technical teams.
* Development & Defect Prioritisation: Create decision-making frameworks for system development and defect resolution for platforms such as Sonata and Salesforce.
* Configuration Leadership: Ensure timely and accurate configuration changes to meet evolving business needs.
* Team Leadership & Development: Lead Sonata and Salesforce expert teams, set excellence standards, and build a high-performing, succession-ready support function.
* Product & Service Enablement: Provide systems support for the development and launch of new products and services in line with the business roadmap.
* Stakeholder Engagement: Communicate effectively across Operations, Tech, and Business teams to ensure alignment and transparency of systems priorities.
Key Knowledge, Skills & Experience
* Must have: Track record of leading and coaching high-performance teams with succession planning.
* Must have: Ability to collaborate across multiple stakeholders with complex needs to align systems strategy with business goals.
* Must have: Experience in customer services operations and understanding of required systems to underpin customer outcomes, including knowledge of customer service KPIs.
* Must have: Experience with operational systems such as Avaya, Verint, Salesforce, Sonata or similar workflow platforms, and workforce management tools.
* Should have: Experience managing system configurations and ensuring swift incident resolution with clear communication protocols.
* Should have: Familiarity with contractual ownership and SLAs for outsourced and in-house systems.
* Must have: Ability to design, document, and communicate robust operational processes that support collaboration and alignment.
* Must have: Capability to analyse service performance data, identify trends, and drive actionable insights.
* Should have: Project & Change Management experience, including delivering service enhancements through automation and process redesign.
* Must have: Tech Enablement: ability to translate operational needs into technical requirements and work with tech teams to implement solutions.
* Risk Management: Understanding of risk and controls frameworks, especially regarding third-party oversight and operational resilience.
Work Level: Manager / Expert
Recruiter: Amy Curtis
Location: Homebased UK, London, Stirling
Closing Date: 16 October 2025
We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks. We are committed to attracting, promoting and retaining exceptional people, regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long-term condition. We also welcome those who serve in the military and those returning from career breaks. We are a Disability Confident Leader and welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. If you need assistance or an alternative means of applying due to a disability or additional need, please contact careers@mandg.com
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