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.
Operations Readiness and Change Analyst
The Operations Readiness and Change Analyst contributes to a positive environment which is focussed entirely on delivering a great service experience to our customers and their advisers. The role will be responsible for working collaboratively in managing business analysis, impact assessment, planning and business readiness to implement change programmes and manage incident remediation successfully on behalf of the operations team. This could be as a product of regulatory, legislative, strategic or transformational change as well as through system incidents. Individual performance and service delivery is subject to M&G's HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks.
The role is supporting the end to end change, readiness and business process life cycle within the operation which requires a working knowledge of the business operation and systems alongside change and readiness activities. They will need to partner with the operational leadership and other parts of the Wealth organisation. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role. Additionally, the role will be key in managing change, readiness and incident remediation risk on behalf of the business operations and post implementation review of all associated changes.
Main Responsibilities:
1. Assure Operational readiness for the launch of new products in the Life business, working internally with other Customer Services SMEs and more broadly across the business with other workstreams as part of a multi-disciplined team
2. Input into and assure the design of customer journeys, driving E2E coherence with Business Process Manuals
3. 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 and customers outcomes
4. Support Model Office test, evaluation and acceptance of E2E customer service solutions
5. Business analysis, strategic planning and readiness activities
6. Change & Incident Management – communicating and managing the impact of change and system incidents across the operations teams, providing coaching and training where necessary
7. Business analytics – ability to interpret operations data and insights to feed into change discussions
8. Using tools and technique to deliver change in an AGILE environment
9. Support training design and execution
10. Operational design, development and providing recommendations for improvement
11. Business communications between the System Support & Readiness, Operational, Transformation and Incident Management teams alongside wider stakeholder
12. Identification of operational risks and supporting solutions to mitigate
13. Lead business readiness activity and manage operational elements of User Acceptance Testing
Key Knowledge, Skills & Experience
14. Experience of working in a customer service environment, preferably Financial Services
15. Experience of relevant business analysis or business readiness work
16. Experience of supporting complex, diverse, ambiguous, cross-department high value projects and business change programmes
17. Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
18. Clear Communication Skills – a natural ability to explain complex information clearly and simply using excellent written and oral communication
19. Thinks Strategically – takes a broad view of the business, industry and customer environment to anticipate and plan for the future.
20. Strong attention to detail
21. Approachable and effective at building strong team relationships with experience of resolving conflict, influencing and relationship management at senior levels of the organisation
22. Probing and testing to understand and resolve needs
23. Self-learner – will proactively use the tools provided to improve knowledge and search for information
24. Critical thinking and strong problem-solving abilities
Work Level: Experienced Colleague
Recruiter: Sarah Mathers
Location: Stirling, London or Reading (hybrid working)
Closing Date: 3rd November 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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