Senior Service Performance Oversight Manager (Corporate)
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. We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.
The individual in this role will be responsible for the service performance oversight of the Diligenta Back Office operation for the products and services that fall under the ownership of our Corporate Risk Solutions (CRS) Managing Director. This includes all workplace pensions and auxiliary support activity including cash-in-suspense and annual statements. This role is foundational to the service that we provide to our customers. While the role holder will be focused on back office processing, they will also need a good working understanding of the Voice and Complaints operations to follow the customer experience from start to finish. The operation covers half a million customers and millions of customer interactions per year across multiple channels, and requires a working understanding of the service model that includes the Client Management team who interact with Scheme administrators, Trustees, and customers.
The role will work across Risk, Commercial, MI/Data and Planning, Customer Experience & Journey Improvement, Transformation, Quality and Client Management to safeguard customer service and deliver day-to-day performance in line with contractual SLAs and regulatory requirements. Where service is not in line with targets, they will drive interventions and corrective actions using informal and formal governance frameworks. The role will own internal relationships and service briefings/clear communications up to Board level. Finally, the role will act as the safeguard for the customer within the operation and arbitrate change sequencing to prevent impacts to the operation.
Key Responsibilities
* Service performance oversight of the CRS-related products, across quantitative and qualitative metrics
* Ownership of inputs into formal performance governance reporting and assurance of performance against required service levels
* Assurance for landing and tracking change in the operation, including in-life running of the process and continuous improvement activity
* Service performance oversight of key supporting Back Office processes including the annual Revisions process, Technician support to Back Office teams and Cash-in-suspense
* Ownership of related service levels and adjustments/concessions where appropriate, working with M&G Commercial and Diligenta counterparts
* Ensuring engagement and correct prioritisation/assessment for service risks and issues with 1st line risk and 1st line risk oversight functions
* Synthesising information from insight teams (CSAT), reporting and MI to identify areas for preventative or corrective intervention and managing that intervention
* Where MI is incomplete, working with MI & Data teams to commission improvements that enable insight into customer service outcomes
* Working with planning and planning oversight teams to ensure forward projections of service are committed and tracked
Key Knowledge, Skills & Experience
* Must have: Strong knowledge of service performance and broader customer KPIs (e.g., CSAT) and the links between them
* Must have: Empathy for the Customer and a mindset that advocates for customer outcomes in operational and strategic decisions
* Must have: Strong knowledge of working with or running customer service operational teams
* Must have: Ability to work in complex operational environments with ambiguous, unstructured, and incomplete data/MI
* Must have: A strong personal desire to set high standards and encourage continuous improvement in customer outcomes
* Must have: Experience in a highly regulated environment with understanding of risk and controls; ability to quickly grasp key regulatory frameworks including SYSC8.1 and Consumer Duty commitments
* Must have: Ability to prioritise effectively in a volatile, fast-moving environment and manage complex stakeholders
* Should have: Understanding of SLAs, KPIs, and commercial levers within outsourcing contracts, and experience in managing service concessions, penalties, and performance incentives
* Should have: Proficiency in reporting/MI tools (e.g., PowerBI) and pattern recognition/exploitation
* Nice-to-have: Experience with resource modelling, planning and forecasting
Work Level: Manager / Expert
Recruiter: Amy Curtis
Location: Homebased UK, Reading or Stirling
Closing Date: 27 October 2025
M&G is an equal opportunity employer and we welcome applicants from all backgrounds. We are Disability Confident Leader and encourage applications from candidates with long-term health conditions, disabilities, or neurodivergent 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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